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Forum Discussion
5GHz Network stops transmitting
After 4 days of use my C7800 stopped broadcasting on the 5GHz radio. No 5GHz activity light on the device. Only 2.4 GHz was working. Logging into the router showed that all devices were dropping off until nothing was connected.
5GHz was enabled.
Also, why is it next to impossible to contact Netgear support in almost any way, shape, or form. Following links to contact support resulted in about 13 different tabs opening as I entered the support infinite loop.
On hold with support, depending on how this works out I may not ever buy or recommend another Netgear product.
13 Replies
What channels are you using? Auto? Try setting manual channel 1, 6 or 11 on 2.4Ghz and any unused channel on 5Ghz.
Any Wifi Neighbors near by? If so, how many?Has a factory reset and setup from scratch been performed?
Steps that were taken so far: factory reset of the modem/router and changing the broadcast channels of both networks.
5GHz light on the router will go off, but devices still see they 5GHz network and can join but report it has no internet connection. Rebooting the router will resolve it for several days, then it reoccurs.
Not sure if this is related, but I have an HP M452dw connected wirelessly to the 2.4 network and my Windows systems can print regardless if the computer is connected to the router via ethernet cable or wirelessly (either band). No Apple devices can print unless they are connected to the same 2.4 band as the printer. Macs connected via ethernet cable also cannot print. If I connect the printer via ethernet cable then all Windows devices and the Macs that are connected via cable can print, but not the wireless Macs regardless of network.
I replaced a failing Netgear C7000 cable modem router with this one and I never had issues with the old one as far as printing wirelessly to the HP regardless of which device was on which network band. Not sure if this is related to what I am seeing or something else.
There is also an EAX-80 extender that sometimes drops off or allows devices to connect to it but stops passing traffic back to the C7800.
Just a lot of issues going on at one time and trying to try and work one at a time.
I would contact NG support about this and see if they can help you. Ask about an RMA if thats an option.
So I have received a replacement from Netgear and this modem is doing the EXACT same thing except on the 2.4GHz. These modems are not at all worth what Netgear is charging. I have a Motorola on order from Amazon (1/3rd the price) and am going to give it a try.
Netgear tech support, while very friendly, doesn't seem to understand networking. They keep having my change channels, etc. But the underlying problem is that the radio is not transmitting on 2.4GHz. The light for 2.4 is off on the modem. No devices see a 2.4GHz network. Turning WiFi off and back on does not solve it. I have to power cycle the modem.
This my third Netgear networking device that has failed since January. Not at all impressed. EAX-80 extender has also failed. When devices connect to it instead of the C7800, the 7800 won't route traffic from it out to the internet. There are no settings that should stop this. No device security, MAC filtering, etc. There are about thirty security devices connected to our WiFI and having to restart a modem two-three times a day is unreasonable. Even my Windows servers are more reliable than this.
Possible that having 27 cameras on the wifi maybe causing the problem of the wifi to fail. Espeically if there all on one frequency. Sounds like the wifi radios are getting loaded down with over bandwidth loads.
I should have been clearer in that it is a total of 27 security devices (4 cameras, the remainder are smoke/CO2 detectors, secure locks, and thermostats as well as a handful of Amazon and Google devices). Was never a problem for the previous Arris modem. It just became outdated and couldn't support the increased speeds we were getting from our ISP. (Not DOCSIS 3.1 compliant). Netgear tech support has had me turn off beamforming to see if that solves the problem of the 2.4 network being shut down.
So, just a few hours after dealing with the last tech support person who told me to call back if the issue persisted, the 2.4 dropped off again. The new tech support person started running me through the same series of steps I have done about a dozen times previously. Look, people, changing the channel is not going to fix a device not transmitting on 2.4 GHz. Evidently you don't need to know squat about computers or networking to work for Netgear support.
Never again will I buy another Netgear product,.
Find someting that works for you. Return the C7800. if you can't you can still use the modem portion of the C7800 in modem mode and connect up a external wifi router.
Good Luck.I contacted sales and processed the return for a refund. I'm disappointed because I like the features and style of this device. I would have seen if I could have returned it and upgraded to their new AX8 which is now shipping, but my experience with Netgear support has been so extraordinarily bad that I don't think I will buy another Netgear product. I have a Motorola MG7700 on order and it should arrive tomorrow. I need to see if I can cancel the support contract now.
Thanks for the advice. I wish we could have figured out what is going on with these devices. I have a hard time believing that I am the only one who is having problems with the wireless radios turning off on these routers. I'm not in a WiFi congested area and I used a WiFi scanner to select channels not in use by any other wireless network. It seems even more unlikely because I have had two of these now that have had the same problem. One on the 5 and 2.4 GHz frequencies and this one with the 2.4. The modem/router is the lone device on its own filtered power line. So can't be dirty power.
I guess it will remain a mystery.
