NightHawk R8500 2.4GHz keeps disappearing

[ElaineM]

@richie4263 Can you post a screenshot?

For verification, what's the exact firmware version installed on your router?

Did you try to change channel? Make sure that there are no devices that may cause interference.

Use a WiFi scanner or if you have the NETGEAR Genie look for the WiFi Channel to identify the best channel to use on your network.

[borisdds]

I just stumbled on this discussion in desperation to find an answers. 

The most expensive Router I ever bought turns off the 2.4 Ghz broadcast and switches the Channel to 0 turns off the Guest 2.4Ghz channel, and Requires a reboot every week?

Does anyone have a solution if not I am sending this router back. I can't belive it that I am experiencing this kind of instability from the going Netgear R7000 that I have never rebooted other than when we lost a power.

If there is no solutions it is  going back tomorrow before my return opportunity have not closed.

Thank you

Boris

[borisdds]

This is my latest 

Firmware Version
V1.0.2.64_1.0.62

[stevel]

My solution was a timer that shut off the power for a minute each night at around 1AM. Even weekly reboots weren't enough. I recently put the R8500 back into service with the latest firmware to see if the issues had been resolved. Nope.

I am long past the return period and am now using a Linksys EA9500 which is superior to the R8500 in every detail. 

[borisdds]

Hi Steve, Thank you.

I have experienced the same with EA8500. I have still a timer that I bought for it.

Does EA9500 is stable and no Reboots? How long you been using it?

[stevel]

The EA9500 is stable with no reboots. I have been using it since May, but I did recently have a hardware failure that required replacement of the router. Linksys support was excellent and the replacement router has been fine. It has a three-year warranty. (My first EA9500 was an early production run, which may have been an issue.) I'll note that my R8500 was also replaced once (by Netgear, of course), but the replacement failed in the same way as the first.

You can check out my review on Amazon - it is the top review at present.

[jadebox]

Unfortunately, I'm having the same problem (or something similar).  Periodically, my 2.4Ghz devices lose connection to the router and are unable to reconnect.  The SSID is visible, but nothing is able to connect to it.

I found a fairly reliable way to fix the problem ... temporarily. I toggle the "Enable Dynamic QoS" option then click "Apply."  Sometimes I have to do it a couple of times, but it clears up the problem at least for a few days.

I have the latest firmware and Netgear Genie doesn't show any interference on the channels used for 2.4 Ghz.

I'm pretty close to pulling an old router out of the closet and using it to provide a 2.4 Ghz access point.

-- Roger

[stevel]

Roger, a simple solution is an electronic timer that cuts power to the router nightly. It works reasonbly well if you do that. For example, https://www.amazon.com/gp/product/B00V5G2ZPG/

Of course, you shouldn't need to do this for any router much less a recent model costing hundreds of dollars, but given the number of people who have the issue it seems Netgear doesn't really care that much.

[ElaineM]

@borisdds Kindly register your router and will forward you to support.

@jadebox No problem on the 5GHz? Is WMM enabled?

[borisdds]

Hi Elain

Yes, the WMM are enabled on three radios.

The problem is the Channel had automatically switched to the Channel 0 and all devices communicating on the 2.4 Ghz radio have stoped.

[jadebox]

@ElaineM- It took a few minutes to find it, but ... yes, WMM is enabled for 2.4 and both 5.4 radios. 

-- Roger

[ElaineM]

Let me check if with our engineering team regarding this.

[jadebox]

Update ... the 2.4ghz side quit working again about a week ago, but this time nothing I have tried has brought it back.

[ElaineM]

@jadebox Kindly update the firmware to version 1.0.2.80. 

After firmware upgrade, factory reset the router then reconfigure the settings manually. 

Let us know if the problem persists. 

[uttered]

I thought I'd throw my name into the ring. My R8500 has not had its 2.4GHz radio broadcasting to a point where I can use it in months. It hadn't bothered me until recently for a device that didn't support 5GHz. Firmware had been upgraded to the newest, router has been factory reset, the works. The GUI claims that 2.4 is working fine and in working order, as well as the LED on the router itself but the SSID does not broadcast and it not connectable if manually input. 

[ElaineM]

@uttered Will you experience the same issue if you downgrade the firmware? 

[uttered]

Downgrading firmware to 1.0.2.54 and 1.0.2.26 with a factory reset does show the same issue. I could try the intermediate firmwares between the two I tried, but I'm not optimistic about it changing anything.

[ElaineM]

@uttered Sounds like a hardware problem. Kindly contact support for an RMA. 

[surfduc]

I am having the exact same problem, and have been, ever since we switched to this router.  The 5GHz channels work fine, but none of the 2.4GHz ones do. I used to be able to get them to work for a few days by rebooting or tinkering with the settings, but now nothing has brought them back. I have tried updating the firmware, rebooting, etc etc. Any updates to this issue? I am not sure what there is left for me to try. Thank you for any help!

[ElaineM]

@surfduc Kindly contact support too. 

[joe010]

I guess I will weigh in on this as well. I purchased my R8500 a couple weeks ago and I am also having the issue with the 2.4Ghz channel. I have the latest firmware - V1.0.2.80_1.0.71 - and have tried performing a factory reset. It was working fine for a while and now no matter what I try I haven't been able to get it back online. The 5Ghz channels are working just fine. I did notice that even when I force a wireless channel for the 2.4Ghz radio, if I go to the Router Status page it is showing a red X with the Channel of 0 specified. I guess I will reach out to support as well.

[uttered]

Unfortunately it seems like this is quite a widespread hardware issue by Netgear for this router. I'll probably be swearing off Netgear after these issues on their high end consumer line that I've never experienced on lower end lines.

[diddyk]

I am having the same issue. My 2.4 channel doesnt show up on any divice when searching for connections. The 5g works great. Why are so many of us having this problem with a divice that costs over $400? This is my first netgear & it was great until the 2.4g channel just quit working.

[borisdds]

I am having the same issue of 2.4 Ghz band disapearing once a week, or somewhere in that range.

I was considering the Orbi by Netgear but after this kind of experience I would stay away, and recommend for everyone else to stay away.

[ElaineM]

Hi All,

Kindly PM me your Customer ID number and will forward this to our support team to get in touch with you. 

This number can be seen once you have registered your device.