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NightHawk x10 r9000 wifi dropping issue
Hello,
I just purchsed Netgear Nighawk X10 AD7200 R9000 wifi router last week and i installed the latest firmware version 1.0.1.36 and I am having issue where the WIFI SSID Drops totally from the network and when you go back and try to connect any devices, you can't see the SSID. Its like it doesn't exist on the network. The only solutions is that i have to reboot the router and the SSID and connections are made again successfuly and everything works as it should. This happens to all across the board frequency's 2.4 GHz, 5 Ghz, or the new 60 GHz. I would like to know if any one else is having similar issue with the router or if there is a bug on the new firmware version what is the fix for it? I also did change the channels on 2.4 GHz and 5 GHz. 2.4 GHz on channel 11 and 5 GHz on channel 161. Any help would be apperciated or else only resort for me is to return the router within 14 days and get different option.
Thank You
FYI to all:
I called Netgear support to tell them flashing the firmward didn't work, so they are going to replace the unit. I exeplained to the representative that there were mutliple users complaining of the same issue on the community site, and he told me that the team that handles the advanced issues (tiger team, he called it) told him to replace the unit. There wasn't anything else he could do.
Maybe if the next unit has the same problem they will finally engage engineering, as no one seems to be watching this community site.
169 Replies
Welcome to the community, dabears
When did the problem start? After updating the firmware?
Did you try resetting the unit after firmware upgrade?
If you have not, factory reset it then reconfigure the settings manually.
I purchased unit on 3/3/2017. As soon as i go the device i updated the firmware to latest version and than configured the device. Are you aware of the any issue? If not that i will have return the device and get different brand.
Mine started dropping my 2.4 GHz the first time I set it up. What I found that made it stable was to take the channel selector off 'Auto' and choosing a channel. But this is completely unsatisfactory if I'm not getting use of the best channel speed at any given time. I have been in contact with Support, and I think I want a replacement. But it seems this may be an unresolved problem for this model for now. So what do you do?
Here is a follow-up to my post yesterday.
I bought the Linksys EA9500 after returning the Netgear r9000 at Best Buy. While there, I took a look at the Linksys Velop, but left with the EA9500. When I got home with the new Linksys router, I decided to do some research on the Velop. I went back to Best Buy, returning the EA9500 and buying the Velop.
It is working unbelievably great. My connections are faster than they have ever been. Doing a speed test from the router, I got 120+ mb/s. My old r9000 as of yesterday never got better than 99 mb/s.
I was using the Plex server on the r9000 as posted yesterday with issues. What I didn't post is I also run Plex on a QNAP device which works great in my home network. But it never worked well when accessing it from outside the home network. I always chalked that up to QNAP. That is why I used the Plex server on the r9000, to access from outside my home.
I turned on access to the QNAP Plex server to outside the home again. And holy cow, it works phenomenally well... This wasn'ty a problem of the QNAP server, but of my Netgear devices in the home.
So I have removed everything Netgear and have 3 Linksys Velop installed. I couldn't be happier with my home network after putting it through the paces all day yesterday into late last night. When your kids don't complain at least once about the 'crappy' (netgear) Internet, you know something is going well.
While at Best Buy, I noticed Netgear had something similar to Linksys Velop. It's funny, all I could see when I looked at Netgear's display was a pile of poop. Swindlers who don't deserve a dime of any consumer's money.
My r9000 nightmare is over, except I now have $500 that could have been as easily burned, except it was spent on a junk r9000 router now sitting idle in my home. Netgear, refund my money. This may be my last post, but if someone from your legal department does not contact me to initiate a refund, you will be hearing me through the legal channels.
I can confirm that I have the exact same issue. Wi-Fi disappears every night. Have to restart to repair.
I called Netgear support and they had me re-flash firmware, staying on v 1.0.1.36. The issue happened again two days later. I even did a factory reset after the firmware flash, but no luck.
I had similar issue where 2.4 GHZ wifi just dropps of the network. I did reset the device as well as flush the firmware but still no luck. There can't be two devices that are defective? I think its firmware issue. In my case the wifi drops and the white light on the router for 2.4 GHz is not ligt anymore. I am going to Best Buy today and returning this device. If i spend $500 for a device i would expect to work without any issue. Let me know thoughts?
By the way it happend last night at 11:41 PM.. dont know if that matters but i keep track of time when it happens.
- Same here - 2.4g light goes out. Both 2.4 and 5g networks are gone, but only the 2.4 light is off. In the router config, both Networks are enabled and broadcasting
- So far it has been stable, but it's only been one night. I had the old one in operation for just over a month before I had any problems.
Keep us updated.
Hi my R9000 is updated to the latest firmware and when i switch it from router mode to bridge mode the WIFI signal disappear (both 2.4 and 5 GHZ).
Also it has been presenting connecting delay when trying to open sites.
I'll probabluy switch to my R8000 as it is far more stable thant R9000.
is there any firmnware uopgrade coming to solve these issues?
Carlos
- The latest firmware my device will find is v1.0.2.32
Is this update available for download somewhere aside from the router's GUI search? This could very well solve my current problem.The beta version of the firmware under discussion here is older than the firmware version you're currently seeing as available. The wireless driver update that fixed the wifi dropping issue for most people is included in 1.0.2.32, so if you've installed it and are still experiencing a problem, it's probably not related to the fix that 1.0.2.30 (beta) or 1.0.2.32 (GA) provides.
- Netgear replaced my router before the current firmware was available. I did not have any problems with the old firmware on the new router, and I’m not having any problems now with the new firmware.
Ever since I upgraded to V1.0.2.32 I have been having not only WiFi dropping but wired connections dropping internet.
I did the factory reset after the upgrade, but nothing changed from my settings.
Then yesterday the router dropped all WiFi and changed SSID to factory default. All my settings were gone including the reserved IP addresses.
Reconfigured the router beck to my settings and all has been fine since.
Can't figure why it took three days from a factory reset for the unit to respond.
I currently rolled my Firmware back to V1.0.1.36.....It is nice to have some of the features working again. So far, the network has been stable but we are only 24 hours in. The current Firmware I had to reset 2 times a day, then I rolled back one and had to reset about one time a day. I had QOS enabled on the current firmware and the router was nice enough to reset itself multiple time a day and sometime an hour. I hope V1.0.1.36 goes well as I know I had less problems in the past with one of these.....I still think this router is junk...
- I, too, am reverting back to the R8000. The speeds are faster, regardless of separate or merged 5g bands, and connectivity is seamless. The range with R9000 was greater right out of the box, but the R8000 is now superior in terms of range, as well.
I watched prices for the R9000 fall from 550 to 450, and just recently from 450 to a range varying between 330 and 400. This pattern normally takes place as a newer model hits the shelves, however, the R9000 remains latest model.
With that being said, prices don't plummet due to a small handful having issues. It is obviously a product with widespread flaws and I have yet to see any official statements released regarding them.
This will most likely be my last netgear product, as I've also witnessed my 30 dollar TP-Link 750ac extender outperform a 120 dollar netgear 1900ac.. significantly. A product I was actually able to return. Unfortunately, it doesn't help the $550 mistake sting any less.
Good luck with this. R9000 was my only reason for having to browse and post this forum. Hopefully I may still be able to snag 100 bucks off eBay for it. The poor performance seems to be fairly well contained from the marketing aspect.7 days now with V1.0.1.36 and life is much better. I have not had to reset this router one time and it is not reseting itself. I have not tested speeds, I'm just glad it is allowing me time in my day again to do other things other than work on it.
Same issues...even called Netgear - Support Case #28878279 and they sent a replacement unit...it is doing same thing. Multiple phone calls to support to fix, not helpful...spent a long time on phone for them to tell me to try changing channels...again
- You know.. Just thinking out loud at this point, but this seems reminiscent of memory dump issues from a decade ago on old Windows.. And it would explain much.
But if this is the issue, firmware may be able to fix, but more likely is a hw problem.. Again just speculation...
Netgear has detective r9000s in its possession. Test for it.- 'Netgear has detective r9000s in its possession'.. Just to be clear my bet is they are all defective.. Most haven't noticed it..
- I sincerely wish I could communicate how bad customer service just was. I read ALL the messages on this site related to the product and even with that I got back this email that is attached to this message. They literally scam you from purchase. Not from bad products, but bad support. I was offered over the phone FULL support over the phone if I bought their PREMIUM support. I'm not joking. I also was offered to send the product to a support center on MY dime with no guarantee of fix because unless THEY deemed it a hardware issue then it's simply an SOL situation. I repeatedly asked for a supervisor, denied. I repeatedly asked why I had to pay to get help either way, no answer. How in this day and age does a $1000 product come with no insurance. My phone, car, house, life, pets, security, etc ALL have guaranteed insurance against failure. But Netgear has no problem shifting blame to it's consumers for profit when "fine print" suits their narrative. From the bottom of my heart I feel sorry for everyone who is dealing with this. If anyone is interested in ACTUALLY filing a class action lawsuit I am in the midst of pursuit and appreciate any and all legitimate claims that can be provided to build on it. I am focused on the support abuse aspect and will look to gain settlement for any and all money related to gaining full and complete service towards replacement and/or refunds within the one year hardware warranty. Including, but not limited to any and all postage, damages, etc. If you've read this far I understand the irony of posting intent on their own site. But I've read your grievances and want to focus on the strokes of those who've lost time, money, and we'll being due to their malfeasance. Bless you all. And good luck with or without any involvement on my behalf.
- Again I bet this is impacting all users, they just don't realize it..
Netgear has failed to solve my issue. Count me in if you get an attorney.
I hope their stock tanks as much as their bad customer service and unwillingness to acknowledge the issues with this router.
I’m having this issue now. It started one day when all the antenna lights were off. Now the ssid broadcast disappears every couple days. Only a reboot fixes it. I recently changed my unit to AP mode, so I don’t know if that caused a hardware issue.
Unfortunately I must add my experience to the long litany of user experiences here.
1.) I also am experiencing the "dropped" SSID issue. Basically the unit drops all connections because it is no longer broadcasting the correct SSID and thus connected devices drop. Reboot of the router fixes the issue for an hour or so.
2.) Multiple attempts by Netgear and Gear heads has resulted in no fix, just a clear demonstration of lack of understanding of the problem ... or a front to cover up poor engineering while Netgear tries to figure out the problem and hopes the users will just give up and go away. This is no way to run a company. Dishonesty resulting in customer frustration and lost time for tech support as well as the user community. Fess up and propose a real fix, i.e.
While I am only one user and one lone voice in the wilderness can be ignored. When it becomes a chorus sometimes people will listen.
What you can do if your truely interested and frustrated enough. $500 wasted money IS significant to most people. People who spend this kind of money expect a solution of the highest calibre, generally because they have a legitimate need for it.
Here's what you can do.
1.) Do as Netgear suggests and work with their tech support. ... until your convenced, and I am, that they have no solution.
2.) Class actions have a starting point.... call your state attorney general's office and register a complaint. Enough of these comming in will get the process started.
3.) Call the vendor you used ...Walmart, Office Depot, Best Buy, etc. ... not just the local store but the corporate office purchasing department that authorizes stocking Netgear products. Shake the bushes there this will enlist their support in getting Netgear's attention.
For myself, I am the Director of Systems Architecture Services for a large east coast hosting and Managed services firm. We will now stop using netgear at all of our data centers. In addition we support 500 customers nationwide ... several large cities, and many statewide government ERP installations. I personally am called upon to recommend hardware solutions to our clients. I will not be recommending Netgear products due to this issue I am personally experiencing and the way in which Netgear has chosen to ignore the issue and its customers.
And finally, I like most of you will have to go purchase something from another vendor that works. Which is sad because this unit when it works IS the best thing out there. Unfortuneately the instability is unsatisfactory. If you find a good alternative please reply ... even though it would be kind of ironic to use Netgear's site to advertise a reliable competitor ... maybe then they'll address the issue in a professional manner.
While my unit is an R8500 my post is under the R9000 area so I want this reply to go along with my original post. I think this applies to both units.
It has now been 72 hours since my router was been worked on by Netgear and there has not been one problem since this last fix. I want to revise my last comments which were a bit scathing.
1.) I followed my own advice and stuck with the netgear and gearhead support and gave them a chance to resolve the issue. To their credit they stuck with me on this fix. Initially they reflashed the firmware with the latest firmware release 1.0.2.106 and the problem showed up again about two hours later. Subseqent calls produced no real fix. However ! , the next night a tech person did call back and confidently worked an hour and did the following that resulted in what I believe is a true fix.
a.) the tech re-downloaded the .106 firmware and reflashed the bios. This time however he made what I consider a better decision on the next steps. First he did a "soft reset" of the system, which I believe basically reboots the system and thus loaded the system with the new version of the firmware. Then instead of reloading the saved configuration settings from my old firmware he used the default settings that came as a part of the new firmware release. Makes perfect sense since there may have been several default settings that needed to be different in the newer firmware release and the previous tech may have been unaware of that. He followed this by changing the channel setting for the 2.4 Gig broadcaster to a specific channel as opposed to the "auto" setting. Outside of that and changing the SSID to my preferred name, the default settings were kept throughout. THIS seems to have made the system work.
SO.... in retrospect, this is what I would expect of a responsible organization. As I had mentioned earlier, the product works great when it does, and it seems to be working on now. It is not unusual for complicated full featured software/hardware to have issues from time to time and need "updates/ patches / fixes" thats the nature of this industry.
I am pleased to see Netgear step up to the plate and own the problem and solution. I resend my previous comments about not refering Netgear internally or externally. This demostration of ownership of the problem and its resolution has redeemed the organization in my mind and I will reset my thinking and recommendations accordingly.
Thanks Netgear and Gear head
