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XR500 Loses Internet Connection


XR500 Loses Internet Connection

My XR500 (Firmware Version V2.3.2.40) loses its connection to the internet once a week or so. It's been happening since I bought the modem late November 2018. The modem's (Arris CM820A) connection to the ISP (Xfinity) appears fine. All devices are still able to connect to the XR500, but cannot reach the internet. Something between the connection between the XR500 and modem gets wacky. Unplugging the power for 1 minute temporarily fixes the problem for around a week, then it happens again.


Attached is a log file. Around the time the internet connection is lost, DHCP lease change occurs rapidly.


Modem: Arris CM820A

Firmware Version V2.3.2.40

Model: XR500| Nighthawk Pro Gaming Router
Message 1 of 3

Re: XR500 Loses Internet Connection

Does the front Internet LED change from WHITE to Amber when this happens?


You might try a reset on the modem:



Along with a factory reset on the XR router as well. 

 Was FW v40 appled manually or auto update? if Autodate, you might try to download the FW file. Re-load it on the XR router, then factory reset and setup from scratch after resetting the ISP modem. 


What channels are you using? Auto? 
Any Wifi Neighbors near by? If so, how many?


My Setup ISP SparkLight | Internet Cable 1000↓/50↑ CAX80 Modem Mode  | Wifi Router RAXE500 and RBKE963; Router mode | Switches NG GS105/8, GS308v3, GS110MX and XS505M | Additional NG HW: C7800/CAX30/CAX80/CM1100/CM1200/CM2000, Orbi: CBK40, CBK752, RBK50, RBK853, RBK752, RBK953, SXK30 | NightHawk: MK63, R7000, R7800, R7960P, R8000, RAXE500, RAX120v2, RAX50v2, XR450/500/700/1000, EX7500/EX7700

Message 2 of 3
NetDuma Partner

Re: XR500 Loses Internet Connection

In Internet Setup make it static instead of dynamic and see if that resolves the issue. Might be when the ISP hub releases the IP at end of the week that it doesn't connect back properly.
Message 3 of 3
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