C7800 2.4Gz Network goes to channel 0 and stops working

[GerryPedraza]

This has been a consistent behavior.  At some point during operation the 2.4 Ghz Network goes down into channel 0. I use it on auto.   I cant change the channel after it fails.  I try and it does not take the changes.

I have to reboot the router every time this happens.  The 5Ghz network is not affected.

Very annoying to have spent more than 300 on a device with this problem.  I don't understand how people accept that Netgear does not offer support for their devices unless you pay.    I was unaware of this.  

I have called for support on devices that I have owned for years and manufacturers still try to help.  I emailed Gigabyte in Taiwan for support on a discontinued motherboard that I got from Newegg 8 years ago and they still tried to help.  That's someone that stands behind their products.  I bought the C7800 5 months ago and I can't get support...

Hope someone here can provide assistance.

Thank you.

Gerry

[FURRYe38]

Any Wifi Neighbors near by? If so, how many?

Has a factory reset and setup from scratch been performed?

[vkdelta]

can you set it to specific channel instead of AUTO? such as CH7, CH4, etc.

[GerryPedraza]

Yes.  I can do that before it breaks.  But eventually it goes to channel 0.

[vkdelta]

Please DM me your CM MAC + Cox account.

[DarrenM]

Hello Gerry 

can you send me a PM with the info below our support team wants to look into the issue

• C7800 S/N
• FW version
• MSO/ISP
• Phone
• Email

DarrenM

[GerryPedraza]

Info sent. Thank you for looking into this.

[GerryPedraza]

Hi,

Thanks for your question.

Right now it just shows my 2 networks.

I'm sure the neighbors have their routers but for some reason I cant see them. at the moment..

Tried with my computer and phone...

I have not performed a factory reset.  I can try that thank you.  I really haven't set customized options considerably that's why I haven't done something like that, but I appreciate the suggestion.

Thank you.

G

[GerryPedraza]

I can try a specific channels. Thanks for the suggestion.

I think I read somewhere to leave it auto, but I can start to try channels in order and check if one of these does not break. I'll post my results.

Thank you,

G

[GerryPedraza]

Info sent. Thank you for your message.

[GerryPedraza]

UPDATE

A very friendly agent reached out and recommended resetting the modem to factory and changing the 2.4 channel to 9.

I did this a week ago and it has not had an issue with the channel going to 0.  However, my PS4 has a lot of trouble each time joining the network. Before it did not happen. 

Also, now the connection to my ISP is really poor. Not sure if it related but after the reset only half of the channels get a lock.  I have a download speed 1MB while paying for 1000MB.

The tech from the ISP is coming to check tomorrow.  I'll keep you posted.

Thanks,

G

[FURRYe38]

Try channels 1, 6 or 11 and see if ths helps the PS4. 

Wired is preferred for gaming consoles. 

[GerryPedraza]

Thanks for the recommendations. I'll try these settings. I first want to get the Internet connection better. For some reason I have been getting 1 MB download speed. I switched to my old modem and  I got 300 so there is something that got messed up when factory settings were applied.

[GerryPedraza]

UPDATE

After plugging an Arris router for an afternoon and then removing it, I took out the C7800 and plugged it directly to where the cable enters my home.  It did surprisingly well 800 GB! I thought then the problem is the wiring so I went back inside and plugged it in. 800 GB again.... Weird...   

So that part of the equation is good now.  No idea how it was fixed...  The cable did not seem to have any issues.

Next I enabled WPA-PSK [TKIP] + WPA2-PSK [AES] thinking this might help the PS4 connect better, and it is too soon to tell but I think it helped.  It is now on Channel 1 as someone recommended here in the forum.

G

[FURRYe38]

You might try WPA2 and AES Only.