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XR500 drops internet
I am having an issue where the internet stops working..... I have 2 Xbox ones being used and they randomly disconnect and now the wifi doesn't work either. The wifi is connected but no internet. On...
The firmware has now been publicly released: https://community.netgear.com/t5/Nighthawk-Pro-Gaming-Routers/New-Firmware-for-XR500-2-3-2-32-fixes-disconnection-issue/m-p/1636839#M3864
If you are having a disconnection issue, please upgrade to this firmware (or a later one in the future). Thank you everyone for your patience
What is the mfr and model# of your ISP modem the router is connected too?
When donig a FW update, applying with IE11 or FF and then doing a factory reset right after and set up from scratch?
Rushal wrote:
I've tried 2.3.2.26 & 2.3.2.32 with factory resets and it still drops about once a day. Hell, I just factory reset again on 2.3.2.32 to be sure and 5 minutes after finishing the setup I lost internet and could not connect to the router without rebooting it. Feels like a lost cause. The only thing we even need to work is QoS and to have this much trouble everyday just isn't worth it anymore. Good luck.
I had the ISP send a tech out again today to take a look at the line. PingPlotter was showing 1k ms to google.com and packets being dropped all over the place during peak hours.
They swapped us from the Arris to a new modem and since this modem is going through the 1Gbit frequencies we're not having issues so far. It's only been a few hours but it seems like the issues with the ISP congestion on their normal line was also causing my DHCP packets to drop. So instead of getting a new lease, i get a half hour of reboots. I'll check back in a few days if it's still working well.
I'd suggest, if you're on Spectrum and having connection issues, get a tech out. Ask them to check your line and if it's also connected to their new 1Gbit service; they can give you the modem for that service instead of the Arris. You'd obviously still have 200Mbits unless you upgrade but hopefully get onto a less congested network.
FURRYe38 wrote:
What is the mfr and model# of your ISP modem the router is connected too?
When donig a FW update, applying with IE11 or FF and then doing a factory reset right after and set up from scratch?
It was an Arris TM1602. New one is Ubee Docsis 3.1 E31U2V1
Yeah, would normally apply firmware update and then factory reset right after with chrome.
Hopefully this was the main cause if your problems. Let us know how it goes.
I would try using FF next time for FW updates.
Rushal wrote:
I had the ISP send a tech out again today to take a look at the line. PingPlotter was showing 1k ms to google.com and packets being dropped all over the place during peak hours.
They swapped us from the Arris to a new modem and since this modem is going through the 1Gbit frequencies we're not having issues so far. It's only been a few hours but it seems like the issues with the ISP congestion on their normal line was also causing my DHCP packets to drop. So instead of getting a new lease, i get a half hour of reboots. I'll check back in a few days if it's still working well.
I'd suggest, if you're on Spectrum and having connection issues, get a tech out. Ask them to check your line and if it's also connected to their new 1Gbit service; they can give you the modem for that service instead of the Arris. You'd obviously still have 200Mbits unless you upgrade but hopefully get onto a less congested network.
FURRYe38 wrote:
What is the mfr and model# of your ISP modem the router is connected too?
When donig a FW update, applying with IE11 or FF and then doing a factory reset right after and set up from scratch?
It was an Arris TM1602. New one is Ubee Docsis 3.1 E31U2V1
Yeah, would normally apply firmware update and then factory reset right after with chrome.
Well, the internet is definitely working better and it only takes one try for the router to get an IP but it's still dropping connection. Seems like just about once a day to once every two day we'll be surfing the web and all of a sudden nothing will load. Going to the router's dashboead will show that it's not connected to the internet. It's usually enough to just press the apply button on the Internet Setup page to get the internet to refresh.
Not really sure what's going on with it at this point. It's a pain in the ass to jump in the admin panel and refresh almost every night in the middle of doing other stuff.
Edit: Scratch that, needed to reboot about 30 mins later since it dropped again, lol...
- Next time you see it happen could you check System Information and look at the log file, is there anything to do with DHCP lease there?
Any chance you have a old router or your prior router handy by chance? Something to try, take the XR off line and put the old router or even try a new router from your local store that has a refund policy. The test would be to see if something else experiences same use. If not, the it would be the XR router most likely and I would get it replaced or RMAd. Just using the router with or with out any IP address reservations and using default settings should not see problems with these disconnects....
Rushal wrote:
Well, the internet is definitely working better and it only takes one try for the router to get an IP but it's still dropping connection. Seems like just about once a day to once every two day we'll be surfing the web and all of a sudden nothing will load. Going to the router's dashboead will show that it's not connected to the internet. It's usually enough to just press the apply button on the Internet Setup page to get the internet to refresh.
Not really sure what's going on with it at this point. It's a pain in the ass to jump in the admin panel and refresh almost every night in the middle of doing other stuff.
Edit: Scratch that, needed to reboot about 30 mins later since it dropped again, lol...
Hey Rushal, I had this issue with Spectrum and an Arris TG1682 modem (constant, inexplicable disconnects paired with loss of the GUI on your primary device). With the way Spectrum's system is set up, if it doesn't see the MAC address of the device that originally connected to it, it will periodically go "looking" for it. While it's doing that you lose Internet and DumaOS GUI, and you can't get the GUI back without resetting everything.
I was able to fix this issue by connecting the device originally connected to the Arris cable modem when it was originally set up (PC in my case) to the XR500, running Internet Setup, and then once it's completed the setup, in the bottom section of Internet Setup under "Router MAC Address" changing the setting from "Use Defualt Address" (meaning the router's MAC) to "Use Computer MAC Address" (meaning the device you originally connected to the cable modem when it was set up). Once you select "Apply" you will lose Internet. Now:
- Shut down your device.
- Disconnect all cables, everything, including the power, coax and ethernet cables, from the cable modem and router.
- Wait a few minutes.
- Connect the coax cable to the modem (lot of fine threads, make sure you've turned through all of them and it's tight).
- Connect the power cable to the cable modem.
- Wait for it to finish booting.
- Connect an ethernet cable from any port on the cable modem to the Internet port of the router.
- Connect an ethernet cable from your primary device to any of Ports 1-4 on the XR500.
- Power up the router and your primary device.
This fixed the issue for me. Hope it helps you.
I'll give both a try. I work in IT and your line here had me laughing but I get it.
ngearftard wrote
Connect the coax cable to the modem (lot of fine threads, make sure you've turned through all of them and it's tight).I've actually called Spectrum when I had the Arris and FW v2.3.2.26 from Fraiser and worked with them to make sure they were seeing the routers MAC address and not my computer. If the XR500 is set to anything other than default MAC address, the internet speeds get cut in 1/4. I no longer have the Arris and speeds have been normal with the new style modem.
I'll swap in my old router the next time it happens and see how it goes. I doubt I'd pay netgear $30 to RMA the thing, if that's still how it works, haha.
- Any other router you guys recommend? I have had so many issues with this router in the last month. It would drop internet every couple hours and had to restart router. I installed the firmware they sent and it took care of it for the most part. Then I have to put geo filter on spectating everytime I turn on the Xbox or it makes nat type toredo. Now it will not connect anything to the internet wired or wireless. I wanted this router for the geo filter and the net Duma and figured 300 dollars it would be top of the line. But now I'm just frustrated and looking to replace it with something else
- Any other router you guys recommend? I have had so many issues with this router in the last month. It would drop internet every couple hours and had to restart router. I installed the firmware they sent and it took care of it for the most part. Then I have to put geo filter on spectating everytime I turn on the Xbox or it makes nat type toredo. Now it will not connect anything to the internet wired or wireless. I wanted this router for the geo filter and the net Duma and figured 300 dollars it would be top of the line. But now I'm just frustrated and looking to replace it with something else.
- Have you disabled instant on mode on the Xbox as well as disabled automatic updates? If you can't connect anything to the router after a reboot/factory reset then it sounds like you may have faulty hardware and would suggest contacting Netgear directly.
Stevecook I actually just swapped my XR500 out for the Asus GT-AC5300. It's got more ram, 4 core cpu, 8 ether net ports and practically every feature that's in the netduma os plus more. I've had zero issues so far. It also doesn't show my 23 devices 5/6 times each on the network map. They seem to update the firmware more often than netgear as well. Hope this helps!- Hello, i just found this topic here. I have the same issue. I had also the Netduma R1 back in the days and the geofilter worked only for consoles. After i heared of the XR500 i got one myself... buy yeah... i guess netduma is unable to run a company.
- Hi user, this is not an issue to do with DumaOS but thank you for the additional comments. Have you followed the suggestions in this topic to see if they resolve the issue?
- I ended up getting rid of my router, problem solved.
- I got the XR500 mainly because of the geofilter to get rid of all the russians in CSGO 😂.
I have a old FritzBox that i got from my ISP years ago. I bought a new one, FritzBox 7530 with Super-Vectoring VDSL b35. It will arrive in 2 days. I assume it could be my modems fault... if not i sell the XR500 also. I am a "Half"-Stack Webdev myself, so i know the pain of debugging. But i didn't pay so much money for a router to get annoyed by it. Update::
Sadly Netgear Webdevs are unable to make a working "Community" button inside the Dropdown Menu form the Main Domain. I see there is a Href="" that directs to the community page but nothing happens...
The other thing is that the GoeFilter somehow doesn't work anymore.First i thought that it can happen that my zone is to big and the distance of 870km from the edge of my zone to Russia isn't enough. So i reduced it from 700 down to 500... and i still join a russian server that if 100% full of russian. I was the only one who wasn't russian. The issue with russia is, that there are the most kids playing CSGO from all countries.
I mean... the "give my router back and make a review" option comes closer and closer.
Netgear is unable to make a stable router and netduma says that they create a geoFilter that still doesn't work... ok...- Are you getting a server within the radius at a ping that would indicate that its closer to you than Russia? What gametype are you playing?
Comp, I'm about 900km away from russia and still get full russian team. My and the enemy team.
- As it's a game that runs on dedicated servers we can't block other players from joining the server like a P2P game. We can only ensure that you get the closest server possible and thereby giving you a low ping which means you have an advantage over them with your connection to the server.
- Sorry dear Fraser,
i assume that you think that everyone here is an idiot.
A CSGO match needs 10 Players, so 8 Russians join a EU Server that is 800km away from Russia?
What makes more sense?
2 players joining a Russian server to fill a queue or 8 Russians joining a EU server?
I have a VDSL, speedtest, 5ping. In games where there are no russians i have 11-15ping. Now looking at the fact that i had a ping of 70-95, i joined a server near me?
I will tell you how companies go broke, when they advertise things that don't work. You can save yourself all this talking and start fixing this router. You don't want to see my review. About reviews, i remembered that i need one for Sonarworks. Almost forgot it. So the V2.3.2.32 firmware works fine for the most part, but I'm still getting random disconnects... However, the router does reconnect itself now, vs. before when I would have to reboot the router manually to get it to reconnect. So I guess the problem is more of random internet dropouts. This is much better than before, except I have the A7000 USB wifi adapter and for some reason every time this happens it won't reconnect to my network automatically, and my network disappears from the list of available networks in Windows 10 so I have to open the old adapters settings page and disable then enable the adapter to get it to reconnect. Any suggestions?
Hi Clint - when these drop outs happen, is it on all devices? And can you connect through your modem? That's the best way to figure out if it's an overall line drop or just isolated to the XR500.
Not sure on the adapter, is there a support page for it?
Yes, the drop is on all devices. It's only for a few minutes but next time it happens I'll try to connect to the modem real quick and check. I'll try the A7000 issue in another thread. Thanks.
- It’s on all devices, I have “direct fiber” ran into my home. There’s no modem. I had previously had the ac 1900 with zero issues. If it dropped it was isp issues (rare). I have drops with the xr500, updating the firmware seemed to help but has since returned. I do not have xbox (instant on) on. Idk the problem, but at this point the cons outweigh the pros of owning this router.
- Bulldaw6 - how do you connect to the internet if you do not have a modem? Are you on a shared internet service which you access via an Ethernet cable? Almost all people have a modem, provided from your Internet Provider, which they then connect their router to.
It dropped out earlier this evening for about 2 minutes. I was able to verify that all cable modem LED's were lit indicating there wasn't an ISP dropout.
