Rax4200 Case 45445531 Can anyone reach out to assist me? I upgraded from a nighthawk 6700v3 to a new rax4200 2 days ago and I have been experiencing 10-20% or higher packet loss since instalation. Packet loss is only on wifi and primarily with upload. After waiting 80 minutes on hold, I was connected to an agent to troubleshoot. I stated the issue was packet loss (repeatedly) but he didn't seem to understand the issue at all.
This agent spoke over me and cut me off every time I tried to speak and insisted I change to channel x. I explained xyz channels were in use all around and explained that we want a less saturated channel. I was again cut off and spoken over again and again.
I stated that the agent didn't seem to understand the issue and was being rude, and asked if I could speak to tier 2. I was told "no. I'm helping you" before he continued yelling instructions and then hung up on me. I'd rather not wait another 80 minutes to speak to someone for 5 minutes and be disconnected.
I'm a fairly technical person but I've been unable to resolve this myself. I have updated firmware, reset factory default and verified up to date. I am not using qos (no option for upload only?), port forwarding, ddos protection (randomly identifying voip traffic as ddos and dropping), smart connect, OFDMA, OR 20/40 mhz coexistence. Sip alg, and guest network are also disabled, nat secured and mtu of 1500, and no VPN. This a single modem and this rax4200 router (on router mode) on a very basic home network in a small apartment. I Am testing while in site of the router to mitigate interference. I am using 5ghz with ax, mu-mimo, beamforming, upnp, long preamble, transmit power 100%, with armor enabled. I had to change wireless mode from up to 3600 to up to 1800 so I could use the upper channels (lower channels very saturated) and am now on channel 161 with -28dbm. Using wpa2 AES. I am able to get 800mb down/50 up wireless which is amazing, but packet loss is still an issue for gaming and voip. Only 2 devices are connected for troubleshooting (wireless ac PC, and note 10 plus AX)
I'm not a network tech and I'm definitely not an expert. Please me know what additional information would help. I'm not at home now but I can grab logs, provide traceroute, ping tests etc. I know this isn't a lot to go on but I'd appreciate any advice on where to go from here. I'm incredibly frustrated with the lack of support received, and I don't understand why this became an issue immediately after installing the new model.
Please forgive typos and grammar...I have big fingers and my phone hates me.
I've never posted on a community board so please don't yell at me. If I've posted something incorrectly, please let me know and I will correct it.
Re: Escalate support case 45445531 supervisor rax4200
Do all devices have packet loss or just one?
What actual firmware version are you on? Sometimes the latest isn't the greatest and we have users try downgrading a version.
Did you test different channels? Your scanner might indicate you're on the best channel but you might be surpised. Sometimes a lower or DFS channel works better. 5ghz doesn't broadcast very far and is much faster so even though there might be more people on a different channel, they might not be saturating it as much or its far enough away it isn't causing interference.
Also try turning off beamforming.
(you might get someone posting that your in the wrong forum because you didn't post in the AX forum but its very similar troubleshooting so you didn't do anything wrong)
Re: Escalate support case 45445531 supervisor rax4200
Netgear has set up a community forum specifically for the NightHawk MESH products. Most of the people who watch that forum are more likely to have experience with NH MESH products and know how to work it better than those of us who follow this router forum. Might be more likely to find someone who has a solution if the question is posted there: https://community.netgear.com/t5/Nighthawk-Mesh-System/bd-p/en-home-nighthawk-mesh-system
Re: Escalate support case 45445531 supervisor rax4200
What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?
Any Wifi Neighbors near by? If so, how many
Is this packet loss seen over ethernet and wireless?
Try using pingplotter.com with a wired PC connected directly to the ISP modem or ONT. Then test with the router in the middle.
@Bibyd21 wrote: Rax4200 Case 45445531 Can anyone reach out to assist me? I upgraded from a nighthawk 6700v3 to a new rax4200 2 days ago and I have been experiencing 10-20% or higher packet loss since instalation. Packet loss is only on wifi and primarily with upload. After waiting 80 minutes on hold, I was connected to an agent to troubleshoot. I stated the issue was packet loss (repeatedly) but he didn't seem to understand the issue at all.
This agent spoke over me and cut me off every time I tried to speak and insisted I change to channel x. I explained xyz channels were in use all around and explained that we want a less saturated channel. I was again cut off and spoken over again and again.
I stated that the agent didn't seem to understand the issue and was being rude, and asked if I could speak to tier 2. I was told "no. I'm helping you" before he continued yelling instructions and then hung up on me. I'd rather not wait another 80 minutes to speak to someone for 5 minutes and be disconnected.
I'm a fairly technical person but I've been unable to resolve this myself. I have updated firmware, reset factory default and verified up to date. I am not using qos (no option for upload only?), port forwarding, ddos protection (randomly identifying voip traffic as ddos and dropping), smart connect, OFDMA, OR 20/40 mhz coexistence. Sip alg, and guest network are also disabled, nat secured and mtu of 1500, and no VPN. This a single modem and this rax4200 router (on router mode) on a very basic home network in a small apartment. I Am testing while in site of the router to mitigate interference. I am using 5ghz with ax, mu-mimo, beamforming, upnp, long preamble, transmit power 100%, with armor enabled. I had to change wireless mode from up to 3600 to up to 1800 so I could use the upper channels (lower channels very saturated) and am now on channel 161 with -28dbm. Using wpa2 AES. I am able to get 800mb down/50 up wireless which is amazing, but packet loss is still an issue for gaming and voip. Only 2 devices are connected for troubleshooting (wireless ac PC, and note 10 plus AX)
I'm not a network tech and I'm definitely not an expert. Please me know what additional information would help. I'm not at home now but I can grab logs, provide traceroute, ping tests etc. I know this isn't a lot to go on but I'd appreciate any advice on where to go from here. I'm incredibly frustrated with the lack of support received, and I don't understand why this became an issue immediately after installing the new model.
Please forgive typos and grammar...I have big fingers and my phone hates me.
I've never posted on a community board so please don't yell at me. If I've posted something incorrectly, please let me know and I will correct it.
Re: Escalate support case 45445531 supervisor rax4200
I had a similar issue with a newly purchased RAX70 (AX6600), was seeing +30% packet loss on the local network (and about 5% avg loss to internet). After playing around with the settings (I enabled OFDMA and adjusted the 5Ghz bands to utilize DFS channels) I saw a reduction in packet loss to aroud 25%. This was still unacceptable to me, so being stubborn as I am I kept at it (Including rebooting all devices and network equipment). Finally I saw the router dashboard report that it was blocking traffic from my MBP on the network and realized I had the NETGEAR integrated security 'Armor' feature turned on. After disabling 'Armor' and rebooting the router again, packet loss is now down to 3% on the local network and 0.1% avg loss to the internet.
Personally I have an issue with the subscription service upsell that is the 'Armor' feature - especially when the processing power is being offloaded to the physical hardware I have already paid for. This was a huge negative that 'put the nail in the coffin' for Armor security to me.
Re: Escalate support case 45445531 supervisor rax4200
Any progress on this?
@Bibyd21 wrote: Rax4200 Case 45445531 Can anyone reach out to assist me? I upgraded from a nighthawk 6700v3 to a new rax4200 2 days ago and I have been experiencing 10-20% or higher packet loss since instalation. Packet loss is only on wifi and primarily with upload. After waiting 80 minutes on hold, I was connected to an agent to troubleshoot. I stated the issue was packet loss (repeatedly) but he didn't seem to understand the issue at all.
This agent spoke over me and cut me off every time I tried to speak and insisted I change to channel x. I explained xyz channels were in use all around and explained that we want a less saturated channel. I was again cut off and spoken over again and again.
I stated that the agent didn't seem to understand the issue and was being rude, and asked if I could speak to tier 2. I was told "no. I'm helping you" before he continued yelling instructions and then hung up on me. I'd rather not wait another 80 minutes to speak to someone for 5 minutes and be disconnected.
I'm a fairly technical person but I've been unable to resolve this myself. I have updated firmware, reset factory default and verified up to date. I am not using qos (no option for upload only?), port forwarding, ddos protection (randomly identifying voip traffic as ddos and dropping), smart connect, OFDMA, OR 20/40 mhz coexistence. Sip alg, and guest network are also disabled, nat secured and mtu of 1500, and no VPN. This a single modem and this rax4200 router (on router mode) on a very basic home network in a small apartment. I Am testing while in site of the router to mitigate interference. I am using 5ghz with ax, mu-mimo, beamforming, upnp, long preamble, transmit power 100%, with armor enabled. I had to change wireless mode from up to 3600 to up to 1800 so I could use the upper channels (lower channels very saturated) and am now on channel 161 with -28dbm. Using wpa2 AES. I am able to get 800mb down/50 up wireless which is amazing, but packet loss is still an issue for gaming and voip. Only 2 devices are connected for troubleshooting (wireless ac PC, and note 10 plus AX)
I'm not a network tech and I'm definitely not an expert. Please me know what additional information would help. I'm not at home now but I can grab logs, provide traceroute, ping tests etc. I know this isn't a lot to go on but I'd appreciate any advice on where to go from here. I'm incredibly frustrated with the lack of support received, and I don't understand why this became an issue immediately after installing the new model.
Please forgive typos and grammar...I have big fingers and my phone hates me.
I've never posted on a community board so please don't yell at me. If I've posted something incorrectly, please let me know and I will correct it.
