Bought in Feb '18...has been solid since purchase until I upgraded firmware last night to 1.3.1.44. What a mistake...now I have almost no internet. (Why almost? My PC works just fine connected directly to the modem, which is how I'm writing this note.) So frustrating to get firmware upgrade notices and not have them work and shut down access. I'm about to move on to another brand because fixing this is so time consuming. First, let me take a deep breath and see if I'm on a path that has been well trodden before.
Upon realizing that firmware 44 wasn't working...
- Quickly swapped cable to ensure it was a router and not the modem. Check...Internet via wire to modem is fine. But my wired connection to the router does not get Internet, neither do wireless devices.
- Triple check cable connections, since I was moving them around...all secure.
- Power cycle both router and modem. No Internet.
- Reset router to factory via paper clip (I had to go find one...don't use those in the house anymore!). Power cycle. No Internet. New firmware still onboard.
- Tried to revert back to previous firmware...let's see I bought it in Feb, that probably means 1.3.020_10.1.1. Download that to PC. Swap cables back to router, install. Power cycle. No Internet.
- Factory reset with old firmware. Power cycle. No Internet.
- I briefly tried the Genie wizard...it's a poor support wizard, and needs a significant upgrade. The end result on my main path asked for the MAC address of the previous router. (?!) No help there.
Thinking back, I remember Comcast needed to activate my own modem when I first installed it, don't think they looked at the router. Fairly sure I don't need to do anything special for them, as my PC is working just fine. Dynamic IP/DNS, check. No login. Although perhaps someone might know a setting I've missed, as the Xfinity website doesn't have much for owner self service.
I based this router purchase on a solid review from the Wirecuttter, which they recently reinforced in October, but if I can't resolve this quickly, I'm going to move on to another router quickly. These days, having Internet access is just as about important having a good water line coming into the house...it's an essential utility!
Thank you for any insight!
