Since I have purchased my XR500 it disconnects between 5-20 times daily on both wi-fi and ethernet connections. From reading the forums and dealing with Netgear's terrible customer service this sounds like a very common problem with no real solid answer on a fix. When connected directly into my modem with either my computer or xbox one I do not experience any issues. I have reset my modem and router countless times, changed all ethernet cable connecting everything multiple times with new cat6 cables, factory reset the router, re-setup the router, downgraded firmware from current (. 40) to.32, and.22, with no changes.I have had 2 "appointments" with Netgear senior techs where they never called on a pre selected date and time. (took off work both times to try to fix this issue) After calling them for the 7th time and being on hold for 25 minutes the senior tech had me change my wifi channels, mtu size,and lower my speed on wifi channels, and advised me to "keep playing with the wi-fi channels". Every time you call they make sure to remind you that your complimentary service is expiring and so is your warranty........ what a joke. My $60 router I had before this did not have any of these issues, while this $290 paper weight has been lack luster at best.
Now I'm not the most knowledgeable person on this subject at all, but from looking at the logs these issues seem to happen every time a DHCP lease allocation happens. I'm hoping someone on here is more knowledgeable and can point me in the right direction of a fix. Or at least make a recommendation on a router with a reliable connection, good wifi range, and can handle 400mb/s with room to grow for more speed down the line.
Since I have purchased my XR500 it disconnects between 5-20 times daily on both wi-fi and ethernet connections. From reading the forums and dealing with Netgear's terrible customer service this sounds like a very common problem with no real solid answer on a fix. When connected directly into my modem with either my computer or xbox one I do not experience any issues. I have reset my modem and router countless times, changed all ethernet cable connecting everything multiple times with new cat6 cables, factory reset the router, re-setup the router, downgraded firmware from current (. 40) to.32, and.22, with no changes.I have had 2 "appointments" with Netgear senior techs where they never called on a pre selected date and time. (took off work both times to try to fix this issue) After calling them for the 7th time and being on hold for 25 minutes the senior tech had me change my wifi channels, mtu size,and lower my speed on wifi channels, and advised me to "keep playing with the wi-fi channels". Every time you call they make sure to remind you that your complimentary service is expiring and so is your warranty........ what a joke. My $60 router I had before this did not have any of these issues, while this $290 paper weight has been lack luster at best.
Now I'm not the most knowledgeable person on this subject at all, but from looking at the logs these issues seem to happen every time a DHCP lease allocation happens. I'm hoping someone on here is more knowledgeable and can point me in the right direction of a fix. Or at least make a recommendation on a router with a reliable connection, good wifi range, and can handle 400mb/s with room to grow for more speed down the line.
The modem is a Hitron Technologies E31N2V1 that I have to use provided by my internet provider. currently using auto on 2.4GHz, and 153 on 5GHz. I had tried 3 different channels on each band, at the suggestion of the senior tech but with no success i had them written down but threw away the paper with the numbers on it. I think they were 1,3,10 and 161, 157, 153 maybe. As for neighboring wifi I don't have any that show up other than mine. Smart connect, beamforming and mu-mimo are enabled currently. Wired connections are a computer and xbox one, wireless connections are 3 smart tv's, another xbox one and at times 2 phones.
And yes each time i updated or downgraded the firmware i believe I have factory erased (hold reset button for 60 seconds?) and then setup from scratch. I will try 2.0.0.28, reset and setup and try changing the ip pool and let you know how I make out. Thank you for the help.
I would also suggest that you set static IPs for the router itself (WAN in Internet Setup) and for your LAN devices. If DHCP either on the router or the Hitron is the issue then that should help.
The modem is a Hitron Technologies E31N2V1 that I have to use provided by my internet provider. currently using auto on 2.4GHz, and 153 on 5GHz. I had tried 3 different channels on each band, at the suggestion of the senior tech but with no success i had them written down but threw away the paper with the numbers on it. I think they were 1,3,10 and 161, 157, 153 maybe. As for neighboring wifi I don't have any that show up other than mine. Smart connect, beamforming and mu-mimo are enabled currently. Wired connections are a computer and xbox one, wireless connections are 3 smart tv's, another xbox one and at times 2 phones.
And yes each time i updated or downgraded the firmware i believe I have factory erased (hold reset button for 60 seconds?) and then setup from scratch. I will try 2.0.0.28, reset and setup and try changing the ip pool and let you know how I make out. Thank you for the help.
Thank you both for the suggestions, I have downgraded the firmware to .28, reset the router, setup from scratch, and have the channels set to 11 and 161. I also set static ip's for the 2 lan devices. I will let you know how this works.
Static IPs are set ON the devices outside of the default IP address pool on the router, if your wanting to Reserve IP addressses for devices, this is done ON the router. Just to be clear.
Be sure to downsize the routers default IP address pool as well.
It might have been because of the changes you made that it was just adjusting. Make sure you set a static IP in Internet Setup as well, then do a reboot after and continue to monitor
Have you had your ISP tech come out to verify that your service coming into the home isn't generating errors?
I know you said you don't drop when connected to the modem, however the modem is more resilient than the router when handling errors.
There are a number of things that could affect your service like a simple bad bond at the side of your home and right now you are troubleshooting from the very end.
P.S. over the phone ISP techs is a waste of time. You need boots on the ground to really make sure their service is spot on.
I have been home for about an hour and have restarted the wired devices that I reserved ip's for and restarted the router as soon as I walked into my house. I have already disconnected once about 6 minutes ago. I have had my isp out to my house once already and they said everything looked good on their end. Just really not sure where to go from here.
Is it under internet setup, under internet ip address? If so I just switched it to static and reset all devices and the router and will see how it goes
Well if this is happening on both old and recent FW, I can only think of that there is a problem with this current router/FW and you would need to try another to confirm it with this modem your using.
You could file a support ticket and go thru the motions with NG. They may ask you for some router debug logs that could help them identify where the issue maybe. They could send you an RMA to test with to see if the problem still continues or not. I recently did this late last year with my XR450. Was not a problem as both router were doing what they were supposed to. I just shipped the RMA unit back is all. They paid the shipping.
Or the Modem and this model router are having some compatibility issues and you would need to test a different model modem to confirm it. There a nieghbor, family or friend where you could take the XR router too to see if it works on there modem system?
