New router problems

[BigN8]

The brain trust on this forum is strong so I figured I would throw this one out there. I recently bought a new Netgear Nighthawk X6 (R8000) router to go with the new modem my service provider sent me. Randomly throughout the day the router will disconnect from the internet. My device shows wifi connection, but there is no internet access. Anyone run into this?

 

[Julian]

I dumped my old router for the same reason...kept losing connections when walking around the house. A neighbor friend who is a geek like me said get Google Wifi....I did and couldn't be happier! It is mesh based and comes with 3 access points and I've not had a single drop since, and have super fast connections everywhere in the house and outside!!! Sorry, no help for your issue....other than....is it too late to return and get Google Wifi (Hey google...where's my royalty check?)

 

[BigN8]

It’s not the WiFi signal that is dropping. The router looses internet connection with the modem

 

[Julian]

It’s not the WiFi signal that is dropping. The router looses internet connection with the modem

That is strange. I assume you've checked the connections between the two? Did you use the cable that came with the router?

 

[DeadlyFrog]

Sounds like the problem may exist in your cable modem or ISP is dropping your internet. I would plug a pc directly into the cable from your modem, then Ping google.com every so often. If you get any no replys then call your ISP and let them know.

 

[veedubtek]

I agree. Most rental modems are junk. Get you a good arris surfboard or something.

I like
https://smile.amazon.com/Next-Generation-ARRIS-SURFboard-SB8200-DOCSIS/dp/B07DY16W2Z/ref=sr_1_3?s=pc&ie=UTF8&qid=1544396027&sr=1-3&keywords=sb8200

 

[mark_m]

I upgraded the rental modem with simiar (arris surfboard) then went with eero mesh network and have not looked back.

 

[4x15mph]

Have you tried changing the channel on the router?

 

[Murf'n'surf]

Most likely you have a bad connection at your modem, specifically the rg6 connection which feeds it from your ISP. Tighten it up and wiggle it to see if you can cause an interruption or just replace it with a known good rg6 and see what happens.

 

[Steve Risley]

We went to the Orbi Mesh (router & extender satellites) for our house and do not lose any speed or connections. The range is so good it goes all the way out to our dock. Mesh systems are a little more pricey, but worth it in the long run.

 

[Shuck Water]

Is the new modem your service provider sent a modem/router combo? Agree the problem is at the modem, but double check the modem's settings to make sure it's just an access point and not fighting your router or trying to broadcast wifi.

 

[BigN8]

So I got a letter from Charter saying my speed has been upgraded at no cost, but my old modem is now obsolete and hampering this new fast service. I called and requested the new modem free of charge. I figured, since I am upgrading the modem I might as well upgrade the wifi router. So I ordered the Netgear Nighthawk X6 from Amazon still on cyber Monday prices. When everything is working, it works great. It just seems like it randomly loses connection with the modem (internet) every day or so. I started a chat with Netgear support and of course they just pointed the finger to the modem.

 

[Scottintexas]

watching closely and please update because we also received the same letter and I just haven't gone to pickup the new modem yet for fear this will happen to me and with a wife that homeschools three kids I'm going to get killed if it's not working properly,


.

 

[JetPowered]

99 percent sure it’s the modem. Get that replaced then we can talk further troubleshooting if necessary.

You can always run a ping session from your pc/Mac to the router/gateway and see if it is dropping packets. You will sporadically drop a few here an there especially if it is on wireless, but you should be closer to zero percent loss than not.

 

[BigN8]

Since I started this IT help ticket on Jet Boaters I have not had a single drop... Only thing I did was remove the router plug from the power strip and plug it in direct to the outlet (read this on Google)...and I moved the router away from the modem and other electronics. Essentially I mounted it on the wall by itself away from the printer and the modem. Fingers crossed.

 

[2kwik4u]

I wouldn't think that is the issue. Typically drops like this are either the ISP service, or the modem. HOWEVER......I have seen some router/modem combos have an issue when the Dynamic IP lease is renewed, and that not updating the connection properly leading to an lost internet connection. A reset cures the issue, but is agitating to say the least. The way to check is log into the routers admin page, check your WAN IP settings and see if you have a dynamic (new IP address given periodically by ISP), or a static (constant IP assigned by ISP). If it's dynamic then check on the lease renewal settings. Mine is setup to renew the IP lease every 7 days, and I think it has the ability to specify the time of day that it check (I set that to 3am since we're typically in bed then). That has solved similar issues for me in the past.

Otherwise, you'll need to do more diagnostics when it drops (before resetting) to see how far your connection gets. If you can get to the modem admin page through the wireless, then you know the router is doing it's job appropriately and the modem or ISP is being wonky. If you can't get to the modem, then you've got a router problem. This kind of thing is really hard to diagnose from the internet with an intermittent condition.

 

[mark_m]

Before I cut the cord, I was renting a modem that was not compliant with the latest and greatest DOCSIS 3.1? Standard. This capped my max speed. In addition, there was a filter on my line that was inside the green box which needed to be removed before the new modem I bought was able to achieve full performance.

Since that was done and with eero mesh, I never reboot, reset or experience any broadband connection issues.

 

[mark_m]

@BigN8 they may need to uncap something to allow you to realize full performance is my point.

 

[BigN8]

The saga continues..... After about 7 days of no problems we lost internet yesterday. Rebooted modem, everything came back to life. Come home this afternoon...no internet. I call Charter and go thru that hell of actually talking to a live person, she asks a million questions at which time she says, let me have a look at the modem.....hmmmm, looks like your modem has had some connectivity issues she says. Gee whiz, you think??? So now they need to send a tech out to look at the modem. That will be next Thursday of course.

Then was talking to a buddy that lives in the neighborhood and telling him the story. He said he has heard a lot of problems with the new modems they are sending out. Then it dawns on me, I have seen a lot more Charter repair vans in and around the neighborhood. I think this is a real shit show for Charter right now.

 

[Speedling]

I have a 2600 sq ft ranch and an acre of land. I have wifi in the house, and in the immediate outside.
I replaced the modem and when our business moved shops, I "inherited" the old equipment.
Modem: https://www.arris.com/surfboard/products/cable-modems/sb6141/
Router:https://www.netgear.com/support/product/wnr2000v3.aspx
Extender: https://www.downloads.netgear.com/files/GDC/WN2000RPT/WN2000RPT_UM_8Dec10.pdf
Very basic stuff.
So if you have modem issues, certainly upgrade!
However, sometimes you need to research which models the company "likes". I called up Comcast and they gave me a little run around since they want you to rent their equipment, BUT, there ARE a lot of models they won't support, so be sure they have the correct Docsis or whatever. I just knew that my arris modem was on a list, and had good reviews.
OR, make it the companies problem to get it right! You ARE paying them, RIGHT? They should compensate you for the issues!