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Forum Discussion
X4S R7800 Router WiFi Stops Working After Random Periods - Cannot Turn Back On
Got an R7800 in the summer. For most of the last month it has been playing up, and has a very specific and very important issue which I believe is a hardware flaw. I approached NETGEAR for support, b...
Hi there, many thanks for this response. I will proceed to respond to your individual points:
1. Yes the problem seems to be independent of firmware. I always reset to factory defaults, and I have tried both by holding the reset button on the back of the router for 30 seconds, as well as the method you outlined, by going to Advanced->Administration Settings->Backup Settings and clicking the Erase button. So yes, both methods have been tried. When I say I am doing a hard reset, I refer to either method, and I have tried all firmwares with both methods. I have also tried other combinations, such as only rebooting, only resetting, resetting then rebooting, and rebooting and then resetting. I have tried disconnecting everything, all cables and the AC power and leaving the device on its own for a while. Literally every single combination I can think of.
I classify myself as a relatively advanced user, with a strong background in software and hardware - just short of an expert or professional. I am fairly confident that this is a hardware issue.
2. Smart connect is not enabled.
3. Turn wifi signal off by schedule is not enabled. No antennas are loose.
4. The Virgin Hub3.0 is UK specific. I have tried with both its own wifi signal turned on and off. It does not seem to make a difference. The Hub 3.0 is needed to receive the signal so I cannot fully bypass it - but I know many others who have not had any problems using an R7800 and this particular Hub 3.0 router. So, since the problem happens whether Hub 3.0 is using its own antennas or with them turned off (e.g. in modem mode), I do not believe Hub 3.0 is physically disturbing the Netgear signal. I should also mention that in one of my tests, I verified that the problem occurs even when the R7800 is not at all connected to the Hub 3.0 and the Hub 3.0 is turned off. In that case, I have no internet, but I would still be able to have access to WiFi (e.g. to have a local network). The problem happens even then.
Moreover, even if it was, it would still not explain why R7800 physically turns off its own WiFi radio: the led buttons turn off, and in the Settings the device reports WiFi as disabled. It asks me to press the WiFi button turn it back on, but pressing the button does not do anything.
5. We have a relatively congested WiFi area, but again this does not explain the actual behaviour. This is not a case of WiFi signal simply being weak or showing signs of strong interference. One moment I have perfect signal at quite a long distance from the R7800 and the next its led lights for WiFi 2G and 5G turn off and all devices no longer see the radio at all.
How can I create an RMA? Netgear asked me to purchase their service option for support. Clearly I was not happy. I have never before come across a company that actively tries to sell you service support during the warranty period - despite legal frameworks clearly obliging them to offer this support and be proactive in helping service and repair a device under warranty.
Also adding user microchip8 to this thread, as I have found from other threads that they are very knowledgeable of this particular router. If you know anything that might help me, please kindly do so.
Hi again!
First, I like to mention that there is actually circumstances that can make your Netgear router act up like you descriebed. And that is if your using "DSF" channels on the 5GHz wifi. This can make your Netgear router automatically disable your wifi signals, if it suddenly detects signals coming in. I had this issue years back, where I had used channel 128(I believe) for years without issues and then I suddenly had issues with wifi disabling itself.
If you live near airports or military camps.....or just within range of a nearby radar transmitter, you can get this is issue with 5GHz wifi. Solution is to try other wifi channels....usually the lower non-dsf channels are the most "compatible" ones! ;-)
And just to make this complete(some people overlook this), if you have moved the router or installed new wifi equipment at your house(like those troublesome Google Chromecast devices that made a lot of trouble with peoples wifi at home)....this could perhaps make your Netgear become unstable too....just to let you know, even "experts" sometimes overlook little details like these! ;-)
Regarding RMA, you can check if your router is within warranty here = https://www.netgear.com/mynetgear/registration/Product_WarrantyCheck.aspx
If my memory serves me correct, within the "MyNetgear" menu your router should be listed(if registered) and if it's within hardware warranty, you can select it and push a button option to open a RMA ticket!
Hope this was helpfull.
Thanks yet again for this informative and helpful response!
I can confirm that 5G was never set to a DSF channel, but on 40 and 44 when manual, and on Auto otherwise. 2G was tried on Auto, as well as 6 and 11. These channels specified above should be good to go, so I sadly have to eliminate this possibility too.
As for new equipment being installed. No Chromecast in the home, although I do have two Alexa/Amazon Echo Dot devices in use, and a WiFi Yeelight lamp. Crucially, they all were working fine - the router did not have this WiFi turn-off problem from the beginning but only developed it gradually. No device had changed on my network for a couple of months before the problems begun. Crucially, I also tried eliminating potential problematic devices by only allowing devices to connect to the router in a "vet" process:
1. I would connect one device. Let the router work with that one for a while.
2. Then add one more, etc etc.
I do not believe I verified a single device causing the problem. If anything the problem seemed random, and happens regardless of device(s) connected to the router.
I have proceeded to ask for an RMA. I really hoped this is something the forum has heard of before, to avoid the hassle of a return and replacement - but so long as that solves my problem I will be okay!