Xr1000 V2 having DNS issues and unable to connect to websites

[MrGrumpy]

ISP is Virgin Media (VM) in the UK.

To recap.

1. The XR1000V2 was purchased last June (2024) and has been working pretty well, with one exception: I was always unable to log on to the admin pages from my PC (having given it the requisite four minutes waiting time), unless first rebooting the NH. I could then access the admin pages for a couple of days, before it wouldn't load. However, I was always able to access the pages from the NH App on my mobiles). Curious but not a show shopper.

2. About three weeks ago my wife reported that she was getting DNS failures (hence no internet) from her (Ethernetted) Win 11 PC. But her Win 10 laptop was fine when we plugged both into a GS 305 switch sitting on her desk. At this time I had not noticed any outages from my Win 11 PC (ethernet) or iThings (wifi).

3. Our first investigations centred on her PC (which had been working just up to this point). Configuration looked OK. But she reported an increasing frequency of DNS failures, and eventually looked at VM's support pages. They did a test of our connection and decided that we needed a new modem. This duly arrived about a week (and a bit) ago, was duly installed in "modem" mode. This did not solve the issue of the DNS failures and indeed the issue seemed to spread to my PC & iThings!  Curiously though, access to the NH admin pages from my PC started working.

4. So it was time for a change. The NH was removed, and the VM Hub4 re-installed in "Modem + router" mode, connecting straight into the Cisco Gigaswitch. And it has been fine ever since. Indeed my wife has reported that "internetting" seems subjectively quicker than before.

5. The next step is to monitor for a few days, then reinstate the Nightwalk (having performed a factory reset).

Was there an automatic update to the NH firmware in the last few weeks? Current version is noted in a previous post 

[Netduma-Fraser]

I'm just checking with the team if we've done a cloud update recently that could have potentially caused it. It's unlikely but not impossible.

[robturpin]

I just noticed on NetGear's website that there's a firmware update for the XR1000v2, but the download link (https://www.downloads.netgear.com/files/GDC/XR1000/XR1000v2-V1.1.0.22.zip) doesn't work, and like every other mega corporate giant they've completely and effectively eliminated any avenue for their customers to contact them directly!

Seriously, try it yourself - go to the support options and try to reach them...  I'll wait

So ridiculous!

[robturpin]

I still have my previous TP-Link Archer AC1750 that I could swap with the XR1000v2 as well, which would tell us once and for all if it's the XR1000v2.

I'll try that and reply with my findings.

 

[robturpin]

By the way, while I've got some knowledgable folks available, what's the best/proper order to connect the following for both network effeciency and to prevent issues like flooding and loops, etc.?

1. Cable Modem: Xfinity XB8 with 4 gigabit ethernet ports

2. Main Router: either NetGear XR1000v2 or the TP-Link Archer C7 AC1750

3. Main Switch: NetGear GS108 8-port unmanaged switch

4. Second Switch: Generic 5-port unmanaged switch

5. Second Router: Archer AX1800

The reason for two routers is because we have extended family staying in an outbuilding (which is hardwired via a single outdoor rated CAT8 130' cable) and they have their own private network (running through my main router and assigned an IP from it), and the second switch is to "split" that CAT8 feed line to their router and my external NetGear ReadyNAS Ultra.

Thanks for your wisdom!

[robturpin]

[Netduma-Fraser]

Based on what we can see it looks like NG are potentially doing an auto upgrade of units which may have caused the issues so hopefully this will work itself out as the router would download the latest cloud updates as well

[FreddieS]

Do you think this applies to my situation as well?  I am currently working with Tech support.  Hopefully i can be of some help. Getting a new router from another brand. Just to see if its issues i am having with my ISP as well. Or possible Windows. 

[robturpin]

Ok, so it's been several hours now and we've not experienced this issue again not once.

With what I'm seeing about the XR1000 and recent security vulnerabilities and failed automatic firmware updates, I'm quite confident that 1) it is indeed an issue not only effecting but actually caused by the XR1000 and it's firmware, and 2) NetGear not only caused this issue which is effecting a great number of people, but is at least up to this moment unable and apparently unwilling to both acknowledge it, let alone fix it.

I and many others have dropped NetGear and switched brands, and it appears NetGear is fine with that.  I simply will not support a company who refuses to support their customers.

[xr10000dns]

Hi I am also having DNS issues with my XR1000 and I have confirmed it is neither my router settings or ISP. I am about to return the router to microcenter or trash it because I work from home and this is unacceptable.

[robturpin]

So my next question is, if it is the NetGear routers that are causing the intermittent latency issues, and they can't or won't get it completely resolved, and most of us are past the 1 year warranty period - what should we do?  Just trash the $200+ router and buy a better more reliable product?

I don't mind spending money for quality goods, but my use and needs just can't justify spending $400+ for a router.

I bought my XR1000v2 used and I purchased a 2-3 year warranty with it, but I'm sure that they simply fix or replace it with another one of the same brand and model.

[robturpin]

Hi, I'll bet dollars to donuts that your issue will disappear as soon as the NetGear router is swapped out with the new one.  Please test for a day or two and let us know.

One good thing about the XR1000 is that it keeps a log of DoS and other attacks, so someone (in tech support) might be able to see and pinpoint the root cause from those.

[MrGrumpy]

Well, the network has been running for several days on the Virgin Media Hub 4 modem/router.

There have been non of the DNS issues that I was having with the Nighthawk. 

Possible reasons:

(a) NH incompatibility with the VM ecosystem, or modems - modems plural,  because the issues occurred both with the old "Superhub" and the new "Hub 4". 

(b) a "duff" configuration in the NH. I intend to test this by re-installing the NH (Hub 4 in modem mode), having first done a factory reset. But that wont be until next week - daughter visiting this weekend....and if "Dad has broken the internet", then I will be in the doghouse! 😄

(c) failure of the NH, either hardware or firmware (perhaps after the latest cloud update mentioned above).

Anybody know whether Netgear are aware of this issue? 

[Netduma-Fraser]

After looking into it personally a bit more I would say it's highly likely to be a cloud update. As far as I can tell NG have auto updated people to the mentioned firmware version there (we originally completed the DumaOS changes for that a very long time ago) but didn't mention they were doing it and so I think it's trying to use a cloud update it can't use or isn't using the one it should now be using. I've given my findings to the team so it should hopefully be a quick update once they identify the specific cause. 

[MrGrumpy]

Ok, thx.

As currently the network is running on the VM router, then I have no probs with waiting for a fix - well for a short time anyway 😄 😄 : D

[robturpin]

That sounds very plausible and I hope that it does indeed get fixed very soon.

Just fyi, I experienced the issue while still on the older firmware and others above were effected using the latest firmware, in case that matters at all.

If it does turn out to be NetGear's fault, then they really need to take a hard look into how they test and roll out these things as they obviously impact many customers and we've all wasted how many hours and effort troubleshooting something that should have never happened in the first place!

If a CEO of a large corporation brought down or cause their network to lag like they have done, he'd be fired!  I've actually seen it happen.  They need to be more accountable and for something like this give their customers a direct line to their support even after their products warranty period has expired.  Especially if they themselves broke it.

[FreddieS]

So Far new Router Different company, no issues. 

[MrGrumpy]

Here also. As the internet is “back up and running” with the Virgin router, I am prepared to wait for a firmware update, before consigning the NH to the recycle bin!

[Netduma-Fraser]

The team did push an update on Friday which may have fixed this if you'd like to try again

[FreddieS]

is the update through the router or through the latest firmware update on the forums? Thanks. 

[Netduma-Fraser]

It's a cloud update so you don't need to do anything but give the router a reboot just to ensure it downloads the latest cloud

[MrGrumpy]

I'm game....but it's evening over here in Blighty, so it will be later this week. I did however notice that the full download has changed on the website.....

from:  XR1000v2-V1.1.0.22_2.1.34_HOTFIX.chk dated 21/06/2024

to:     XR1000v2-V1.1.0.22_2.1.34.chk dated 25/02/2025

so it looks like NG have been up to something! 

[robturpin]

See, this is what both scares and angers me - that NG can remotely effect my router without my knowledge or consent.

I mean yeah it's good IF they're updating urgent security issues I guess, but it's NOT good if/when they fail and cause disruptions in my internet access WITHOUT even notifying me!

[MrGrumpy]

Has anybody attempted this “update” yet? And if so, has it resolved the DNS problem?

[robturpin]

I just updated to firmware XR1000V2 1.1.0.22_2.1.34 and I had the time out issue not even 15 minutes later.

Problem still exists, and it definitely only happens when using the NetGear XR1000.