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Forum Discussion
RS700 - Firmware problems ongoing
Firmware version is currently v1.0.9.16 because the updated version v1.0.9.6 basically nuked the router and nothing would connect to the internet. I reverted it back to the v1.0.7.96 version and still had trouble getting that to work correctly. there is apparently a trial version firmware out there but I cannot seen to locate a legit download for it without contacting user: "BH_C NETGEAR Expert"
Trial firmware v1.0.9.101_25.7.19 which is supposed to be for the RS700 fixes the issues described in multiple threads in this RS700 forum. I have discussed the issues for the better part of 4 hours with netgear support, being promised a call back, which never happened either time, and I had to call them back to try to fix the problems with the router. Then after being on the phone with them until 3:00am trying to fix the problem, they closed my case and the problems are still not fixed.
Problems:
#1. As others have stated, router is online and then loses connectivity (orange internet light) around 3 am and never regains stability until a reboot. Once the reboot is performed, not all devices will auto-reconnect to the network.
#2. Netgear support in general is less than helpful and gives inaccurate information as to when a callback is going to happen, if it even does. When the router is being used for work-from-home functionality and is malfunctioning, that causes a serious problem, which was explained to their support reps as well.
For some reason, this router went from being solid, to being a complete pillar of garbage after the firmware was auto-updated. Yes i do have a case number (closed by netgear without resolution) and yes I appear to be among the many people beyond frustrated and fed-up with the quality and service of Netgear products. If there is anything that will fix this problem, trial version or tested and proven, i am willing to try it at this point as setting up yet another multi-hundred dollar router is not an option for me and this router is less than a year old.
Thank you in advance for any help anyone is able to offer on getting this fixed.
14 Replies
What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?
Using ISP Detected DNS or custom DNS?
Is IPv6 and Protection Engine enabled on the RS router?
What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?
AdTran devices, ONT is 632v Model. Firmware is possibly 24_5-1-dUsing ISP Detected DNS or custom DNS?
It is ISP DNS passed on to the router.Is IPv6 and Protection Engine enabled on the RS router?
It is whatever is default. I have not modified any of those settings since reverting the firmware.As an example, Arlo cameras work but the Wyze ones show offline and the Simplisafe system camera is able to stream video.
Can you try disabling IPv6 and protection engine next time you have newer FW loaded or the one version of FW you go from the NG Expert and let us know the results.
UPDATE:
Actually got help from REAL people, which is amazing! So far in the troubleshooting process, the 1.0.9 FW was fairly stable but would not auto-grab DHCP and seemed to lose connection in the middle of the night. Did about an hours worth of troubleshooting and contacted the same person back to let them know the status. Even after updating to the latest firmware (trial i believe) It is still taking an excessive amount of time to get successful DHCP back to the router from the fiber ONT. I am extremely thankful for the netgear staff who are working actively on this issue and escalating as necessary to hopefully get this resolved. In all honesty, a lot of the time it has taken was my fault due to family issues, holidays and work schedules, however, the netgear guys are on it with email updates, suggestions and looking for my results. As a note to anyone else who may be going thru a similar issue, when you perform troubleshooting, open your notepad app and document EVERY STEP. even the menial things may not matter to you but they do to the techs. "Rebooted, waited forever for the router to reboot" Put a time frame in there, if its shouldn't take more than 2-3 minutes and its taking 5+, write it down!
I will keep this updated as progression continues and what the final outcome is.Thanks for the update.
Keep working with NG support folk hopefully will get this all fixed.
just a thought, is there a version of firmware that came stock with the RS700 or a firmware version history with dates? I would be thrilled to see the timeline and figure out which one was stock on my router.
samHoney
The problem began with the firmware auto update. The version prior to that, I personally had no problems. The problem with reaching out directly to Netgear support, is running into a support paywall when trying to get actual support, wherein Netgears own update breaks the router and now you have to pay them to send you firmware and experiment on it to fix it. This community thread has been the best resource for not only troubleshooting and firmware/beta firmware, but also to discuss specific problems related to firmware updates as well as how other beta/trial firmware have an impact on router malfunctions. It has been and is a well known issue and at this point, i dont understand why netgear has issued an emergency ground stop to any RS700 firmware updates automatically to prevent further failures?Did you get some beta FW from NG support or Engineering?
