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c7800 disconnecting often
Bought the C7800 Nighthawk in Feburary of 2020 brand new. Everything was great, could not ask for any better performance. Last week I started losing connectivity to it. Xfinity cable internet is up and running fine, no issues, no outages. Now, this problem is getting worse. My devices lose connectivity more frequently, quite frequently, so much we cannont enjoy our normal entertainment. Very annoying. This is how we watch TV and game. Tried contacting support but I am out of my 90 days Technical Support, although I have a year warranty on the product (makes sense, right!? NO!) Horrible customer service. Very disappointed. I've unplugged the router to power cycle. Connection resumes immediately but will go out shortly after. I've rebooted via the genie app, connection resumes immediately but will go shortly thereafter. What am I missing? What might fix this issue to where I am back up and running. Again, This router is 5 months old before I ever had one single problem, it worked flawlessly up until last week. Tips and Tricks are very much welcome. Please help. I have four children and if the internet is down, it's the end of the world.
- The internet has worked flawlessly since the technician arrived. It was definitely on the ISP’s (Comcast/Xfinity) end. Haven’t dropped once in the last two days and performance is better. Definitely check where your power level is on the downstream and the upstream.
Also I believe some of the tweaks Furry had me do helped performance.
Thanks again Furry, appreciate your time.
17 Replies
Is both wired and wireless devices experiencing this?
What channels are you using? Auto? Try setting manual channel 1, 6 or 11 on 2.4Ghz and any unused channel on 5Ghz.
Any Wifi Neighbors near by? If so, how many?Have the ISP check the signal and line quality UP to the modem.
Be sure there are no coax cable line splitters in the between the modem and ISP service box.
Be sure your using good quality RG6 coax cable up to the modem.Yes, both wired and wireless are experiencing this.
Yes the channel was on Auto and I changed it per your suggestion.
How do you know if a channel is unused to assign it to the 5Ghz?
Yes, it appears I can see three to four neighbors Wifi available.
Comcast/Xfinity has tried many things on their end and they say everything is good until it drops connection. This happens when I'm actually talking to them and they see it. I do not believe there is any "splitters" used and they are sending a technician Monday to check my lines.
Also Netgear states my upstream power is too low. There are 4 channels locked and they very from 31 to 34.
My downstream power is too high. there are 32 channels locked and they vary from 5's to as high as 8.4
Netgear provided me the proper performance, upstream 45-48 and downstream -7 - +7.
Netgear stated this can only be corrected by the ISP (Xfinity). Called Xfinity and they had no clue what I was talking about and referred me back to Netgear.
