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Forum Discussion
Nighthawk CAX30 AX2700 Drops network connection randomly
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.
36 Replies
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-routersPlease 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-Modems/m-p/1530376#M12853
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.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?
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).
You may want to return the modem to place of purchase then.
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!
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 07:09:33System Up Time: 20:14:53
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!
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.
- I purchased this router from best buy originally but then saw it cheaper at Costco a week later and swapped em out. Had some issues getting the app to recognize that I was connecting the new router (issues with the app in general). I have a small condo (950 sq ft) fully integrated with smart almost everything. I have 23 devices connected, primarily 2.4ghz, but 3 wired and I really only use 5ghz for my phone and laptop when I’m not at my desk. I don’t know much about all the settings that can be changed online but the only thing I messed with on the app was enabling ipv6 and changing network names. I did check to make sure I was receiving adequate cable power and I am. When connected, everything works pretty great, wired connection at 1000/mbps (paying for 1200) and my Wi-Fi speeds are around 480-600mbps. But my devices and the app seem to go in and out and I really am just getting the impression that this a good all-in one unit for people who want to plug and go and have somewhat fast speeds with a decent amount of devices. The next one up (ax6000) is way too much of a price jump to risk trying to improve performance so I’m thinking about making the switch to a separate modem and router and seeing how that works. Hopefully Costco has a good return policy lol.
I would return it to Costco as soon as possible. The warranty is usually only 90 days for these types of items, but you should check with them...
Unfortunately, before I realized it was the router itself (our Spectrum had been having outages and I was rarely home until the Christmas holidays), my 90 day return window closed. Sigh...
I've got great news!!! I got mine working!
Yeah, I brought it back to Costco and bought a Motorola MG8702 from Amazon. It was delivered overnight, so I never lost any uptime except for installation and provisioning.
The Nighthawk CAX30 is NOT - repeat NOT on the 90 window. If you have one, return it to Costco for a full refund. I brought mine in - no original packaging or anything. Just the modem and power adapter. No questions asked - full refund.
Don't suffer any longer. DUMP THE CAX30
