NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.
Forum Discussion
Solved
Nighthawk R7000 AC1900 Smart WiFi Router Prevents Internet Access
Yesterday morning I lost internet connection. After a day of trying to resolve the issue it was determined that the Nighthawk is not only not allowing Internet access, but it shuts it down completely...
After four days back and forth with the Internet company's tech support, they kept swearing the router went bad. I went out and bought a new one, and same thing happened. They said they'd have to call a tech to come to the home as they were sure their modem wasn't the problem since I could get online directly with the modem to computer. On a whim, I went out and bought a new modem, plugged it into the router, and the ethernet plug worked beautifully. So turns out something was going on with their router where it wouldn't go from modem to router to computer. When I tried this way, with the old modem, both the new and old router wouldn't acknowledge the cable to from the modem to the router, no matter what cable we used. But the new modem worked with both old and new router... took the old modem back to the company and was told there was possibly a short in the modem, otherwise they can't explain why the problem was happening.
I should also note that I have done the following:
Power off both the modem and R7000. Waited over an hour. Powered on modem first. Let the modem power up completely. Then powered on the R7000. But once I start the computer, no internet access.
Unplug the router, plug router directly into computer, turn everything off, power up the modem, restart computer, and get perfect internet connection.
Repeat the process, only this time, once I know internet access is working, I try to connect to the router via wi-fi and I completley lose internet connection.
Repeat the power down process again, only this time just access Netgear genie. Try to do a firmware update, and lose internet connection again.
Hi naedrich,
Please try to configure the Internet setup of the router. Under MAC address, please select "Use computer MAC address" and click apply afterwards. If still no internet access. Powercycle both the router and the modem.
http://kb.netgear.com/app/answers/detail/a_id/1086/~/no-internet-with-new-router---mac-spoofing
After four days back and forth with the Internet company's tech support, they kept swearing the router went bad. I went out and bought a new one, and same thing happened. They said they'd have to call a tech to come to the home as they were sure their modem wasn't the problem since I could get online directly with the modem to computer. On a whim, I went out and bought a new modem, plugged it into the router, and the ethernet plug worked beautifully. So turns out something was going on with their router where it wouldn't go from modem to router to computer. When I tried this way, with the old modem, both the new and old router wouldn't acknowledge the cable to from the modem to the router, no matter what cable we used. But the new modem worked with both old and new router... took the old modem back to the company and was told there was possibly a short in the modem, otherwise they can't explain why the problem was happening.
Hi naedrich,
Good to know that you have found the culprit of the issue you are having. You may tag your post as accepted solution. Thank you for your update.
