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Nighthawk AC1900 C7000 randomly disconnects

Hello, I bought the Nighthawk AC1900 (R7000) router over black friday, just about 1 month ago, and have had problems ever since.  I should preface this by saying that my ISP is only in my local area and provids up to 1Gb/s.  I recently contacted them and it is not a problem on their end.  Anyways, everyday it seems like, and sometimes multiple times per day, the router kicks my laptop or Xbox One off the WiFi (while gaming)  for about 10 seconds, before reconnecting itself.  It has gotten to the point where I have been banned from the competitive mode of the game, because I am kicked off the WiFi everytime I start it up.  I have only experienced problems like this while on my xbox or laptop (phones or the smart TV have not been kicked off).  I know it has to be the router, because my prevous router, although only giving me 54 mb/s, never kicked me off like this.  I tried to contact the NETGEAR customer support (and wow what a joke that was).  All they said was to change the channel in the settings.  As I am sure this will not do anything, I thought I would post here.  I also adjuested the MTU to 1400, instead of 1500, but to no avail.  I thought spending $150 on this router would be a huge adjustment from my previous router, but it has just been a headache.  Another thing I should add, is that my overall internet speed is incredibly slow.  The most that I have ever gotten has been 150 mb/s on my desktop, while I ususally get 10 mb/s on my laptop and phone.  Since attempting to change the channel, like the customer service tech advised me, I have recieved no boost of speed (like they said I would).  I have already tried resetting the router to factory specs, and I am using the most current firmware.  Something has to be wrong with this router...should be recieving 600mb/s but am only getting 150 at the most, and a lot of random disconnections.  I would appreciate all the help I can get.  Happy Holidays!

Model: R7000|Nighthawk AC1900 Dual Band WiFi Router
Message 1 of 6
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Master

Re: Nighthawk AC1900 C7000 randomly disconnects

Questions:

 

  • After resetting the router did you change ANY settings?
  • Did you have another router before and did it work OK (said only 54Mbps but was that to a wired connection)?
  • Have you powered everything off and then brought them up in order, Modem, Router, devices allowing each to come fully up before powering on the next one?
  • How are you testing speed?
  • What is the Speed test showing to a wired PC?
  • The reason to change channel is because you could be having Wireless Interference, but what speed are you using and which SSID?
  • What is your OS on a wired PC?
  • Is WMM on and QoS off?
Message 2 of 6
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Initiate

Re: Nighthawk AC1900 C7000 randomly disconnects

  • Following the factory reset, I changed the MTU to 1400 instead of 1500.  A couple days later (yesterday) I changed the channel, per request of the customer service rep.    
  • My previous was a 54 mbps Linksys E2500 router wired to the desktop...(Xbox One and Laptop have always been wireless) I know that a wireless option is not best for an xbox, but I have never had disconnections with all my previous routers.  I have even tried this https://www.amazon.com/TP-Link-Powerline-Adapter-Starter-TL-PA4010KIT/dp/B00AWRUICG plugged into my router and xbox, but no help.    
  • No, I have not tried the powering off of all devices. Are there certain steps I should follow for that?    
  • I am using http://www.speedtest.net/ to test the speed.  I just tested the wired desktop, and it is showing 67 mbps download speed, 130 upload.  
  • When you say speed are you talking about the 2.4GHz/5GHz?  I have it in the "Smart Connect" mode where is can choose whatever speed is best.    
  • I am using Windows 7 to the wired PC.     
  • WMM is on for both 2.4GHz and 5GHz, but QoS is off.
Message 3 of 6
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Master

Re: Nighthawk AC1900 C7000 randomly disconnects


Bills62 wrote
  • No, I have not tried the powering off of all devices. Are there certain steps I should follow for that?    

Yes, ALL off, then power on in order the Modem, Router, and then any devices you want to use. You must let the Modem and Router completely come up first before turning the next one on. Sometimes the Modem and Router do not pair properly and can cause problems.


Bills62 wrote
  • I am using http://www.speedtest.net/ to test the speed.  I just tested the wired desktop, and it is showing 67 mbps download speed, 130 upload.  

Usually you should be testing on your ISP's test site. That would be the more true speed. Off the ISP's network you could be having other owner's network problems.


Bills62 wrote
  • When you say speed are you talking about the 2.4GHz/5GHz?  I have it in the "Smart Connect" mode where is can choose whatever speed is best.    

Yes, 2.4Ghz has different power and distance profiles than the 5Ghz. It also tends to have more interference as more devices (microwaves, cordless phones, other routers, etc.) use that band than the 5Ghz. However generally speaking the 2.4Ghz band reaches further with a stronger signal. Smart connect will SWITCH you between the more powerful signal. If you are moving around this might be the cause, or if some interference drops a signal. Try disabling that and use only one band (SSID) and see if that helps.

Bills62 wrote
  • I am using Windows 7 to the wired PC.     

 

You can try PING and TRACERT to various places to see if there is a 'clog' in your path. Just open a CMD prompt (Windows Key+R and enter CMD) and enter PING 192.168.1.1 (if that is the IP Address of your router, default usually unless you changed it) and it should look like this: C:\>ping 192.168.1.1 Pinging 192.168.1.1 with 32 bytes of data Reply from 192.168.1.1: bytes=32 time<1ms TTL=64 Reply from 192.168.1.1: bytes=32 time<1ms TTL=64 Reply from 192.168.1.1: bytes=32 time<1ms TTL=64 Reply from 192.168.1.1: bytes=32 time<1ms TTL=64 Ping statistics for 192.168.1.1: Packets: Sent = 4, Received = 4, Lost = 0 (0% loss), Approximate round trip times in milli-seconds: Minimum = 0ms, Maximum = 0ms, Average = 0ms Very fast, 0ms average. Then TRACERT to www.speedtest.net, should look like this: Tracing route to cs62.adn.xicdn.net [72.21.92.82] over a maximum of 30 hops: 1 53 ms <1 ms <1 ms READYSHARE [192.168.1.1] 2 9 ms 9 ms 9 ms 10.120.0.1 3 9 ms 8 ms 16 ms 72-31-218-174.net.bhntampa.com [72.31.218.174] 4 14 ms 12 ms 14 ms ten0-0-0-3-3.ORLD71-car2.bhn.net [72.31.195.152] 5 12 ms 13 ms 12 ms 72-31-197-142.net.bhntampa.com [72.31.197.142] 6 17 ms 14 ms 14 ms 10.bu-ether15.orldfljo00w-bcr00.tbone.rr.com [66.109.6.98] 7 18 ms 21 ms 19 ms 0.ae1.pr0.mia00.tbone.rr.com [66.109.1.87] 8 22 ms 21 ms 21 ms 24.27.236.223 9 20 ms 27 ms 28 ms 72.21.92.82 On step 3 I'm onto my ISP's backbone, which on step 6 goes to RoadRunner's. At step 8 I'm off of those and one the basic Internet and at 9 arrive at Speedtest.net. See how you compare. As for the down/up speeds wired, those are painfully slow. I'd check I have the latest drivers for your network card/adapter. Something IS wrong there.
Message 4 of 6
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Luminary

Re: Nighthawk AC1900 C7000 randomly disconnects

Do you know if your getting kicked off wireless only  or its something with your router to internet connection?

 

First thing I would do is ping the default route/gateway your ISP gave you  (found the iternet status page of the router).

 

I would  let it run for 3-5 minutes and note the min/avg/max ms  and if you have pack loss.     Even then I would change the cable

between the router and the modem.      If its a cable modem I would note the signal levels of the modem.

 

 

We wired up my kid's xbox one though    so maybe it is something with the xbox and wireless.   

 

 

 

Model: R7000|Nighthawk AC1900 Dual Band WiFi Router
Message 5 of 6
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Master

Re: Nighthawk AC1900 C7000 randomly disconnects

Hmm, the end of my last reply got formatted badly. Here is a corrected end:

 

You can try PING and TRACERT to various places to see if there is a 'clog' in your path. Just open a CMD prompt (Windows Key+R and enter CMD) and enter PING 192.168.1.1 (if that is the IP Address of your router, default usually unless you changed it) and it should look like this:

C:\>ping 192.168.1.1 Pinging 192.168.1.1 with 32 bytes of data
Reply from 192.168.1.1: bytes=32 time<1ms TTL=64
Reply from 192.168.1.1: bytes=32 time<1ms TTL=64
Reply from 192.168.1.1: bytes=32 time<1ms TTL=64
Reply from 192.168.1.1: bytes=32 time<1ms TTL=64

Ping statistics for 192.168.1.1:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 0ms, Average = 0ms Very fast, 0ms average.

Then TRACERT to www.speedtest.net, should look like this:

Tracing route to cs62.adn.xicdn.net [72.21.92.82] over a maximum of 30 hops:

1 53 ms <1 ms <1 ms READYSHARE [192.168.1.1]
2 9 ms 9 ms 9 ms 10.120.0.1
3 9 ms 8 ms 16 ms 72-31-218-174.net.bhntampa.com [72.31.218.174]
4 14 ms 12 ms 14 ms ten0-0-0-3-3.ORLD71-car2.bhn.net [72.31.195.152]
5 12 ms 13 ms 12 ms 72-31-197-142.net.bhntampa.com [72.31.197.142]
6 17 ms 14 ms 14 ms 10.bu-ether15.orldfljo00w-bcr00.tbone.rr.com [66.109.6.98]
7 18 ms 21 ms 19 ms 0.ae1.pr0.mia00.tbone.rr.com [66.109.1.87]
8 22 ms 21 ms 21 ms 24.27.236.223
9 20 ms 27 ms 28 ms 72.21.92.82

On step 3 I'm onto my ISP's backbone, which on step 6 goes to RoadRunner's. At step 8 I'm off of those and one the basic Internet and at 9 arrive at Speedtest.net. See how you compare.

As for the down/up speeds wired, those are painfully slow. I'd check I have the latest drivers for your network card/adapter. Something IS wrong there.

Message 6 of 6