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magearcanus
Tutor

R8500 Drops wireless & wired connections

Just purchased the router, 1 day of use.  After 9 hours or less the router drops all connections. My wireless devices see the router but will not connect. My wired PCs no longer have a valid IP address, all local wired IP are listed as 164.xxx .  After a reboot of the router all devices connect and functionality  is restored.

 

Latest firmware is installed. ISP is Comcast.  

Message 1 of 21
magearcanus
Tutor

Re: R8500 Drops wireless & wired connections

Not sure how, but the problem appears to have resolved itself.

Message 2 of 21
CharlieBoy
Tutor

Re: R8500 Drops wireless & wired connections

Same story as yours, about 9 to 10 hours after hooking it up to my home network it starts dropping all connections. I reboot and everything is back up, after 12 or so hours it does it again. It never fails, it's been a week now and keeps doing it! I'm fed up. The firmware is the latest, not sure what else to do. Someone please help!

Message 3 of 21
magearcanus
Tutor

Re: R8500 Drops wireless & wired connections

From what I understand sometimes a hard reset of the router is required after a firmware update.  If you have not tried that, maybe it will help.  The reset location is on the backside of the router I believe.   Wish you luck and hope it works for you.

Message 4 of 21
computim
Apprentice

Re: R8500 Drops wireless & wired connections

I've had 2 of these now as I thought the first was simply defective.  However, the issue with the 1st was I lost all connections wired and wireless. The wireless 2.4 GHZ  would disable on its own.  Screen shots were sent to Netgear LVL2 support on the settings fro 2.4 ghz being enabled, but the device would show on the home screen disabled.  This all took place while the unit would lock up and or stop wireless connections on the 2.4 GHZ side.  The 5 GHZ smart connected side would stay up but with no internet connection.  The replacement unit arrived today and within 3 hours of placing the unit in service, it has rebooted itself 4 times.  These units most certainly have some sort of issue with the firmware/hardware or a combination of the 2.  However, Netgear support is doing little to resolve the issue and I have placed my trusty R7000 unit back in service and have not had a single hiccup in 6 hours of use.  2 R8500 units going back to never be seen again!  Done with the headaches.

Message 5 of 21
ElaineM
NETGEAR Employee Retired

Re: R8500 Drops wireless & wired connections

@computim I apologize for any inconvenience this may have caused you. 
I see that you're in contact with our support team and they're awaiting for your response.

Feel free to give them an update after trying the beta firmware. 

ElaineM
NETGEAR Community Team
Message 6 of 21

Re: R8500 Drops wireless & wired connections

I tried support and they basically told me I need to have a paid support agreement. Very frustrating after dropping $300 for this device.
Message 7 of 21
ElaineM
NETGEAR Employee Retired

Re: R8500 Drops wireless & wired connections

@AUTigerinBham I apologize for any inconvenience this may have caused you. Are you experiencing the same problem?

Is it disconnecting on both connections (wired and wireless)?

What's the firmware installed on the router?

Can you describe the LED lights when you get disconnected from the router?

When you bypass the router, will get a stable connection from your modem?

What's the brand of the modem you're using?

ElaineM
NETGEAR Community Team
Message 8 of 21

Re: R8500 Drops wireless & wired connections

Yes wired and wireless are disconnected and sometimes the Wireless revert back to the factory setting.  Latest firmware is installed as an updtae came thru this weekend.  The lights are all green but there is no internet or wireless network available.  When I bypass the router it works fine.  The modem is a charter cable modem...Keep in mind this just started recently.

Message 9 of 21
ElaineM
NETGEAR Employee Retired

Re: R8500 Drops wireless & wired connections

@AUTigerinBham What's the exact firmware version installed?

Have you tried reflashing the firmware? I suggest that you reflash or upload the latest firmware one more time and then do a reset.

Push the reset button for 20 seconds and then reconfigure the router. Observe your connection afterwards.

ElaineM
NETGEAR Community Team
Message 10 of 21

Re: R8500 Drops wireless & wired connections

Firmware Version: V1.0.2.54_1.0

 

I have reset the router everytime this happens to get things to work again.

Message 11 of 21

Re: R8500 Drops wireless & wired connections

@ElaineM 

Firmware Version: V1.0.2.54_1.0

 

I have reset the router everytime this happens to get things to work again.

Message 12 of 21
ElaineM
NETGEAR Employee Retired

Re: R8500 Drops wireless & wired connections

How about if you rollback your firmware down to 1.0.2.26?

Will you experience the same problem?

ElaineM
NETGEAR Community Team
Message 13 of 21

Re: R8500 Drops wireless & wired connections

@ElaineMhow do I perform a rollback?
Message 14 of 21

Re: R8500 Drops wireless & wired connections

@ElaineM I rolled back the firmware so lets see what happens...

Message 15 of 21

Re: R8500 Drops wireless & wired connections

@ElaineM still having the issue...it all dropped again.

Message 16 of 21
chascent
Luminary

Re: R8500 Drops wireless & wired connections

I actually had mine RMAed the same thing is happening to me again! WAN disconnects.

The latest firmware is the worst. It disconnects and connects over and over then finally reconnects

 

[Time synchronized with NTP server] Thursday, Mar 17,2016 01:51:53
[Internet connected] IP address: xxx.xxx.xxx.xxx Thursday, Mar 17,2016 01:51:53
[Internet disconnected] Thursday, Mar 17,2016 01:51:49
[Internet connected] IP address: 192.168.100.11, Thursday, Mar 17,2016 01:51:33
[Internet disconnected] Thursday, Mar 17,2016 01:51:31  
[Time synchronized with NTP server] Thursday, Mar 17,2016 01:29:10
[Internet connected] IP address: xxx.xxx.xxx.xxx, Thursday, Mar 17,2016 01:29:10
[Internet disconnected] Thursday, Mar 17,2016 01:29:06
[Internet connected] IP address: 192.168.100.11, Thursday, Mar 17,2016 01:28:50
[Internet disconnected] Thursday, Mar 17,2016 01:28:48

I am at wits end. In contact again with Netgear support. Now they have me pinging the router and Yahoo.

 

This better be resolved soon. Elaine can you help????????????

 

Charlie

Message 17 of 21
ElaineM
NETGEAR Employee Retired

Re: R8500 Drops wireless & wired connections

@AUTigerinBham I see that someone from our support team tried reaching out to you.

Kindly respond at your earliest convenience.

 

@chascent Who's your ISP? Also, have you tried changing the MTU? I see that you're also in contact with one of our support member, kindly await for their response.

 

Thank you!

ElaineM
NETGEAR Community Team
Message 18 of 21
NightOwl326
Luminary

Re: R8500 Drops wireless & wired connections


 

This better be resolved soon.

 


Or what? Funny how I have zero disconnects using using the same r8500 and firmware.  Just checked my logs and not a single disconmect in 24 hours.  Makes me wonder if you're blaming an ISP issue on Netgear.  Maybe your ISP "better get this resolved soon". 😀

Message 19 of 21
dgeens
Aspirant

Re: R8500 Drops wireless & wired connections

Same problem here. installed yesterday, updates to the latest firmware and I already had to reset it 7 times.

 

One more time and the R7000 is getting back in place...

Message 20 of 21
chascent
Luminary

Re: R8500 Drops wireless & wired connections

I can tell you that I had the WAN disconnect problem, would not go more than 6 hrs then a internet

disconnect. Got RMA unit but still disconnects. Called in the Cable company.

Ended up I had a corroded connection coming into my home. They replaced the connections

and now my internet is perfect. Now going on 3 days solid not one WAN disconnect.

 

The moral of this story backs up what Nightowl is saying. Many of these problems

may lie with the cable companies. 

 

This is the best router I have ever had now that that problem is fixed. Signal

is outstanding and thoroput is phenominal. QOS works perfectly.

 

CC 

 

Message 21 of 21
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