AC1600 C6250 Internet connection drops intermittently

[phoebe213]

I am having problems with my internet connection dropping every 5-10 minutes (especially during work calls). I have contacted tech support multiple times and they were unable to resolve the issue, and sent me a new router/modem. I have the new one set up and the intermittent connection problems are still happening, any advice on how to fix this? 

I have Comcast as a provider and they have already come and done checks to make sure all my connections are stable (and they are) and I have already done numerous troubleshooting on the previous router/modem, all which failed to address the problem. I was using Comcast's router that you can rent while I was waiting for my new router and it was working perfectly. Any help on fixing this since I already own it would be greatly appreciated, thanks!

[plemans]

Lots of into here I just want to clarify. 

Models and firmwares of current devices you're trying to use:

You stated your c6250 and the modem/router combo device they sent you are having this problem? Is this correct?

Is ONLY the wifi dropping? Or does it happened if you're hardwired into the router/modem?

when you say you've done numerous troubleshooting on prior device please detail what these are and the results. More details are better than less details.

You also say a rented device was working perfectly. What device was this?

[phoebe213]

Hi, yes both devices that I have received from Netgear are having the same issue. 

Wifi and hardwiring still will drop the connection intermittently. When I hardwire it drops less frequently, but still drops. 

The troubleshooting was done on the phone on 2-3 separate occassions with netgear tech specialists. They took me through and made sure all my firmware was up-to-date (which it was). They updated settings a few times through routerlogin.net - all of which slowed the connection rather than speeding it up and did not fix the intermittent connection issue. With this I also had a comcast technician come to check the connection to my house and everything there is working perfectly. 

The device I am currently now using is the device that you can rent from Xfinity so it is the Comcast router/modem that they provide to customers for a fee - I think it is a Gateway router/modem combo. This router is working perfectly, but I am very confused why the Netgear one is not as it's an approved router to use with Comcast. 

I apologize for not having more info, I'm not sure where to go from here as I've never had issues with routers in the past and I can no longer call tech support I guess. The fact that it is a brand new one of the same router makes me think it is some type of setting, but the netgear specialist could not figure it out previously and now I'm completely lost at what to even try to fix with the settings. 

[plemans]

What device did comcast rent you? And what firmware is it running?

Just curious as the C6250 is a 16x4 modem internally and maybe the comcast one works better because it has more channels to connect back to their hub with. it would give their device more bandwidth/channels to fall back on if there was problems on their end. Especially since you've tried 2x different netgear devices (were they both C6250?) and both had this problem. 

If you've already raised the issue with Netgear support, you should have a support ticket and could still contact them on. have you tried to do this?

[phoebe213]

I have no idea what device it is, but I'll look into that and see if it aligns with the Netgear device I purchased and potentially try to get the netgear on the same firmware that the comcast device uses. Thanks! The Comcast router says Dual-band 802. Both netgear routers were the C6250 models, which says it should work perfectly fine with any Comcast wifi services. Also yes I have tickets, but they've all been 'closed' since I was waiting four weeks to get a new router and now the free tech support with a new product has expired so I think I'm out of luck contacting them without paying unfortunately. 

[plemans]

I think the support is 90 days but you can always try calling. Not out anything to try to see if they'll base it upon an already raised issue. the firmwares aren't going to align as they're different devices. the model number is important and firmware to make sure its up to date. Just let us know when you find the working devices model number. 

[Cliftram]

I have been plagued for weeks with disconnect problems on my Xfinity cable internet and tried to troubleshoot it myself without calling Xfinity.  After reading the issues of other people with the same Netgear cable routers and same internet provider I decided there is an incompatibility glitch in someone's updates.  Yesterday I printed out the user manuels from netgear's website and just disconnected everything tied to my wireless network, pushed the reset on my router and spent the rest of the day reinstalling my AC1600 and when it was secure I reset and added my Orbis.  Then everything else with passwords (smart tv, amazon dots, computers, etc.  Went to bed with everything up and okay and when I work up this morning everything was humming like new.  It's a pain in the neck but it worked for me.  

[hope12345]

Same thing started with my C6250[modem/router]Firmware Version V1.01.30  after the Comcast outage 6th of April. 

[FURRYe38]

I recommend you contact the ISP and have them check the single and service line line to the modem. 

Might reset the modem as well.