Re: Nighthawk CAX30 AX2700 Drops network connection randomly

ljmagyar · ‎2021-12-09

The actual model number of my router isn't shown in the drop down and it wont let me enter it manually. I have a Nighhawk AX6 CAX30 AC2700 router. I bought it new on October 13 2021 to save $15/month xfinity modem rental extorsion.

I have been dropping connection to the WAN and having what appears to be a complete POR of the modem each time it happens. It is a momentary drop - after the reboot of the router happens, WAN returns like nothing ever happened.

I have had xfinity come out several times to check and they say everything is fine.
They have replaced my Nighthawk with one of their own XFI routers and I have not dropped (that I have been able to catch).
I am not sure if they (xfinity) are doing something with the signal to disrupt personally-owned routers to force a rental or not - conspiracy theorists would say yes.

I have seen several other similar posts with no direct answer other than 'try updating the firmware'. These are older (at least 6 months) and no new movement. My router is not currently powered on or connected to the WAN, so I can offer no further information at this time as far as network diagnostics.

ANY hints, direct fixes, known solutions, or recommendations to return it and get a D-Link would be appreciated.

FURRYe38 · ‎2021-12-10

Netgear has set up a community forum specifically for the Cable Modem products. Most of the people who watch that forum are more likely to have experience with Cable modems and know how to work it better than those of us who follow this router forum. Might be more likely to find someone who has a solution if the question is posted there:
https://community.netgear.com/t5/Cable-Modems-Routers/bd-p/home-cable-modems-routers

Please post a copy and paste of the modems connection status page.
Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly.
Be sure there are no coax cable line splitters in the between the modem and ISP service box.
Be sure your using good quality RG6 coax cable up to the modem.
Be sure to power OFF the modem for 1 minute then back ON.
https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Mod...
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html
https://highspeed.tips/docsis-events/

Please use this link to the main forum product list to review and choose where to make your posts.
https://community.netgear.com/t5/NETGEAR-Forum/ct-p/en-netgear
Thank you.

Roberden · ‎2021-12-19

I just installed your same NETGEAR modem/router three days ago (CAX30 AX2700 AX6). Yesterday and today I've had wifi drops, same as you. Ethernet connected devices work well, wifi devices connect to the router but the signal is not passed out from the router. The 2.4 and 5 bling but devices 'cannot connect'. The only way to remedy this is by restting or power cycling the modem/router.

Have you gotten a solution?

ljmagyar · ‎2021-12-19

No. Netgear tech support only suggested "reset the device". If it happens again they will issue an RMA.

FURRYe38 · ‎2021-12-19

👍

Please give feedback to the other questions presented.

Roberden · ‎2021-12-19

@FURRYe38 wrote:
👍

Please give feedback to the other questions presented.

Sorry, but could you please be more specific regarding the 'other questions'. Not sure what you are referencing..

FURRYe38 · ‎2021-12-20

Please post a copy and paste of the modems connection status page.

Roberden · ‎2021-12-20

Also, FYI, I just had to reset/reboot the router. All WIFI enabled devices show being connected to the router but without internet access. I changed channels (WIFI) on both bands but to no avail. THis AX2700 is less than a week old.

FURRYe38 · ‎2021-12-20

You may want to return the modem to place of purchase then.

EL2022 · ‎2022-01-04

I experienced even worse than the this community member.

I purchased CAX 30 AX2700 on Nov. 18, replace the item on Dec 3 as per the suggestions of Netgear engineer, still the problem is persisting, the Netgear engineer suggested to get the product from different retailer, or they would provide tested modem directly from them. Because the whole batch from the retailer might have hardware issue. The tech called me once after 12hrs instead of 2hrs., as per his assurance. I was at work that time, but I could not reach him back, despite I sent email back to him. I called, again tech-support, another tech support guy said he had to investigate and would call me back in few hours, but next day he called me to sell the extended warranty but not to resolve current issue. When I called back again, another technician asked me to go all over for the trouble shooting and assured to call back yesterday evening (01/03/2022) at 6pm PT, but never called me. I sent emails but have not got reply. This way, I suffered physically, emotionally, and financially (because work loss and cellular data usage) for over a month, but still have not heard any concrete resolution from them.

Things to be noted, this product has known problem but Netgear does not want to admit rather acting as escape-goat pointing out problems to internet provider. Very poor customer service and technical support, hard to reach the technicians lack up follow up as assured, harder to reach the technicians. Rather than helping and addressing the customers issues they trying to sell their services (extended warranty).

FURRYe38 · ‎2022-01-04

You may want to return the modem to place of purchase then.

AnnoyedCAX30Uzr · ‎2022-01-05

Is there some kind of FIX to this that actually works?

Every single day I have to re-boot the blasted thing - and then it may or may not work! I only have my cell phone and Amazon FireTV connected, so it cannot possibly be muddled up because it's got too many devices since it supposedly is "Designed to Handle 35+ Devices at Once"

I just want to check my email or the news headlines, make the odd Amazon shopping search on my cellphone and/or watch a simple streamed movie from my service. Is that too much traffic?? I end up having to use my mobile data most of the time and that is adding up like crazy.

I purchased this CAX30 AX2700 - Wi-Fi 6 Router and Cable Modem All In One - from Costco on October 5, 2021

I'm having to type this question with my computer at work. Frustrating.

I would NEVER recommend this modem router to anyone. ESPECIALLY at a $250 wallop!

ljmagyar · ‎2022-01-06

@AnnoyedCAX30Uzr said"

"I purchased this CAX30 AX2700 - Wi-Fi 6 Router and Cable Modem All In One - from Costco on October 5, 2021"

Hmm... I got mine from a Costco on Oct 13, 2021... is this a special model made for COSTCO?

Yesterday, Xfinity came out again and re-checked everything. All the signals were good at the tap and good at the house. they were measuring 5 to 6 dBmV on all channels - which is an improvement from the 4 to 5 it was before I complained about a weak signal for the 4th time.

The tech then came in the house and we ran further diagnostics, not finding an issue with the signal strength.

He called the tech help desk and then asked them to provision the modem... something I had not heard (doesnt mean it didn't happen) them do before.

I work from home - for the next 2 hours I continually dropped connection. All at once, I got a text from Xfinity -

===========================================

266278:XFINITY UPDATE
Our processes have completed for your Xfinity services. Please reply Y to confirm that your service is restored and issues have subsided or N to connect with an agent. Txt Help or Stop. Msg&DataRatesMayApply 11:25 AM

===========================================

From the time if that text, I had not had a disconnect. Sometime near 3PM I got a call from Xfinity asking me if everything was ok. I told them I was reserving judgement.

Up to the tech's visit yesterday, the disconnects had been increasing in frequency to the point of being impossible to stream TV or stay connected to my VPN for work. From the data, it appears that Xfinity boosted the signal strength from before and did the PROPER provisioning this time.

Here's what the connection looks like this morning.

<tabindex=-1>Startup Procedure</tabindex=-1>

Procedure	Status	Comment
Acquire Downstream Channel	507000000 Hz	Locked
Connectivity State	OK	Registration Complete
Boot State	OK	Operational
Security	Enabled	BPI+
IP Provisioning Mode	Honor MDD	IPv6 only

<tabindex=-1>Downstream Bonded Channels</tabindex=-1>

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectabables
1	Locked	256 QAM	5	507000000 Hz	6.5 dBmV	42.8 dB	0	0
2	Locked	256 QAM	1	477000000 Hz	6.2 dBmV	42.5 dB	0	0
3	Locked	256 QAM	2	483000000 Hz	6.1 dBmV	42.6 dB	0	0
4	Locked	256 QAM	3	489000000 Hz	6.3 dBmV	42.8 dB	0	0
5	Locked	256 QAM	4	495000000 Hz	6.1 dBmV	42.5 dB	0	0
6	Locked	256 QAM	6	513000000 Hz	6.1 dBmV	42.6 dB	0	0
7	Locked	256 QAM	7	519000000 Hz	6.0 dBmV	42.4 dB	0	0
8	Locked	256 QAM	8	525000000 Hz	6.2 dBmV	42.5 dB	0	0
9	Locked	256 QAM	9	531000000 Hz	6.4 dBmV	42.6 dB	0	0
10	Locked	256 QAM	10	537000000 Hz	6.5 dBmV	42.6 dB	0	0
11	Locked	256 QAM	11	543000000 Hz	6.3 dBmV	42.5 dB	0	0
12	Locked	256 QAM	12	549000000 Hz	5.9 dBmV	42.5 dB	0	0
13	Locked	256 QAM	13	555000000 Hz	5.9 dBmV	42.4 dB	0	0
14	Locked	256 QAM	14	561000000 Hz	6.1 dBmV	42.4 dB	0	0
15	Locked	256 QAM	15	567000000 Hz	6.3 dBmV	42.4 dB	0	0
16	Locked	256 QAM	16	573000000 Hz	6.2 dBmV	42.4 dB	0	0
17	Locked	256 QAM	17	579000000 Hz	6.2 dBmV	42.4 dB	0	0
18	Locked	256 QAM	18	585000000 Hz	6.2 dBmV	42.4 dB	0	0
19	Locked	256 QAM	19	591000000 Hz	6.2 dBmV	42.4 dB	0	0
20	Locked	256 QAM	33	453000000 Hz	6.2 dBmV	42.8 dB	0	0
21	Locked	256 QAM	34	459000000 Hz	6.2 dBmV	42.8 dB	0	0
22	Locked	256 QAM	35	465000000 Hz	6.3 dBmV	42.8 dB	0	0
23	Locked	256 QAM	36	471000000 Hz	6.1 dBmV	42.7 dB	0	0
24	Locked	256 QAM	38	429000000 Hz	6.5 dBmV	43.0 dB	0	0
25	Locked	256 QAM	39	435000000 Hz	6.5 dBmV	42.9 dB	0	0
26	Locked	256 QAM	40	441000000 Hz	6.1 dBmV	42.8 dB	0	0
27	Locked	256 QAM	41	447000000 Hz	6.2 dBmV	42.8 dB	0	0
28	Locked	256 QAM	42	405000000 Hz	6.4 dBmV	43.0 dB	0	0
29	Locked	256 QAM	43	411000000 Hz	6.2 dBmV	42.9 dB	0	0
30	Locked	256 QAM	44	417000000 Hz	6.1 dBmV	42.7 dB	0	0
31	Locked	256 QAM	45	423000000 Hz	6.2 dBmV	42.9 dB	0	0
32	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	1	5120 Ksym/sec	35600000 Hz	41.3 dBmV
2	Locked	ATDMA	2	5120 Ksym/sec	29200000 Hz	41.5 dBmV
3	Locked	ATDMA	3	5120 Ksym/sec	22800000 Hz	40.3 dBmV
4	Locked	ATDMA	4	5120 Ksym/sec	16400000 Hz	39.5 dBmV
5	Locked	ATDMA	5	5120 Ksym/sec	39600000 Hz	42.0 dBmV
6	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0 dBmV
7	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0 dBmV
8	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0 dBmV

<tabindex=-1>Downstream OFDM Channels</tabindex=-1>

Channel	Channel ID	Indicator	Subcarrier Zero Frequency	Active Subcarrier Number Range	Total Codewords	Uncorrectable Codewords
1	37	Non-Primary	617.6 MHz	1108 ~ 2987	252358238	0
2	0	Other	0 MHz	0 ~ 0	0	0

<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>

Channel	UpstreamIsMuted	Ranging Status	Subcarrier Zero Frequency	Active Subcarrier Number Range	Symbols Per Frame	Tx Power
1		Other	0 MHz	0 ~ 0	0	0 dBmV
2		Other	0 MHz	0 ~ 0	0	0 dBmV

Extended Upstream Transmit Power

Enable Extended Upstream Transmit Power

Current System Time: 2022-01-06 07:09:33

System Up Time: 20:14:53

FURRYe38 · ‎2022-01-12

Any progress on this?

@AnnoyedCAX30Uzr wrote:

Is there some kind of FIX to this that actually works?

Every single day I have to re-boot the blasted thing - and then it may or may not work! I only have my cell phone and Amazon FireTV connected, so it cannot possibly be muddled up because it's got too many devices since it supposedly is "Designed to Handle 35+ Devices at Once"

I just want to check my email or the news headlines, make the odd Amazon shopping search on my cellphone and/or watch a simple streamed movie from my service. Is that too much traffic?? I end up having to use my mobile data most of the time and that is adding up like crazy.

I purchased this CAX30 AX2700 - Wi-Fi 6 Router and Cable Modem All In One - from Costco on October 5, 2021

I'm having to type this question with my computer at work. Frustrating.

I would NEVER recommend this modem router to anyone. ESPECIALLY at a $250 wallop!

ljmagyar · ‎2022-01-12

In my case, no. it worked well for a few days and now is back to dropping. It appears that when the downstream signal gets below 5dBmV the modem wants to reset to get better signal strength. It is absurd.

In the last 12 hours it has rebooted at least twice.

MN_Mark · ‎2022-01-12

If you look around the posts here you will find that many people are having trouble with this reouter if almost anything is changed from the defaults (Including SSID, Guest network on/off) It seems like it is a processor/memory thing in that it gets really slow with the nighthawk app and/or web interface. DHCP stops working, so you get IP configuration errors when trying to connect. I spend a whole day troubleshooting with Comcast, and then went so far as to buy a new one at Costco. (Wonder why they are on sale?) The new one worked great out of the box, got it provisioned and tested by Comcast, all OK. Changed the SSID - Stopped working. Did a factory reset, back to working. Limping along now wit the NetgearXX SSID, but at least it works.. Bottom line, if you are having issues, do a factory reset and don't touch anything. Bet your problems will go away.

ljmagyar · ‎2022-01-12

i did that with Netgear tech support once - but had to set up port forwarding. the SSID is stock. Do you think even adding port forwarding would cause it to crash?

MN_Mark · ‎2022-01-12

To be honest, I think so. I have seen posts where SSID and Guest network on/off are documented. It seems like the firmware is really unstable. Do a reset and see if it works and then add one thing at a time untill it breaks. I don't use port forwarding..

FURRYe38 · ‎2022-01-12

I recommend also chaning the stock SSID name to something different as well.

What channels are you using? Auto? Try Auto and 48 on 5Ghz. Or try setting manual channel 1, 6 or 11 on 2.4Ghz and 40 to 48 channel on 5Ghz.
Any Wifi Neighbors near by? If so, how many?

Is Smart Connect enabled?

@ljmagyar wrote:

i did that with Netgear tech support once - but had to set up port forwarding. the SSID is stock. Do you think even adding port forwarding would cause it to crash?

ljmagyar · ‎2022-01-12

I've had Netgear tell me to try a couple of different channels. I was on 7 and 161 most recently. Smart connect is NOT enabled.

My phone shows 4 wifi SSIDs. My laptop shows 6 (one hidden)

AnnoyedCAX30Uzr · ‎2022-01-12

No progress for me... I actually made it to 4 days before having to REBOOT AGAIN, but same issue.

And, I do NOT change (and have NOT changed) any of the settings. I've done the "reset" thing a couple of times (poke a paperclip end into the tiny hole, per troubleshooting suggestion), so all my settings are and have been the same out of the box. It seems that no matter what settings a person uses there will be issues. Grrr.

ljmagyar · ‎2022-01-13

same. i tried the new channels and lasted about 4 hours before it reboot itself.

Roberden · ‎2022-01-13

I had same problem initially. My WIFI devices would stay connected to the router (I could ping one from another) but there was no internet access to my provider. At the same time, ethernet connected devices functioned as normal. After a couple calls to NetGear I got a support tech that had me reset the modem (to factory specs) and NOT enable the modem security (the armour temporarily free app) and also not enable the Smart Connect.

I did change my SSIDs and passwords and restored my Port Forwards. It has now going on for a month with no issues. The log is clean. I have concluded that the only item that made a difference was not enabling the armour security. Incidentally, I did eventually enable the Smart Connect and have had no issues.

So reset the modem and do not enable the 'free' security software and see if that helps.

ljmagyar · ‎2022-01-13

Thanks for this info. I never did enable the armour security.

I have since tried with Smart Connect enabled, but didnt last 4 hours. The ports are 11 and 48. I will factory reset and only change my SSID and see what that gets me.

I'll then add the port forwards back in and see how long things last. - good thing I have a backup host for my gaming server

VexedCAX30uzr · ‎2022-01-15

Thanks for trying to help.
Armor security free trial ended and I didn't spend more $ for supposedly more security, so it is already disabled. I have tried with both enabling and disabling smart connect. Same issue. Basically I have to just reboot it every day. Ridiculous.