Lost Internet Connection Issues with 3800

[FrankP99]

I have a new 3800 I installed this week. It randomly stops working with a message that there is no connection to the internet. The Genie shows the internet connection is not working marked in RED and offers to fix it. When goes thru the steps to fix it, I get an error that the DNS is invalid. Then it wants to reboot the router. This has happened at least 3 times a day for each of the 3 days I have had the router. I am running the updated firmware 1.0.0.18. DNS is set to use 68 105 28 12, 68 105 29 12, and 68 105 28 11 . When the problem occurs, the router will allow me to see other devices on my network like a NAS attached storage.

I would appreciate any suggestions to fix this random disconnect.

[Cybercare]

Try manually setting the DNS to google or openDNS. Like 8.8.8.8 (for google) and see if that helps.

It may be that the DNS server is having issues. I know AT&T has two main ones and the primary one is iffy for example and I am stuck using secondary for primary or google...

[jmlow54]

I am having the same issue. I've tried to change to the Google DNS; without success.

My wireless devices all appear to lose connection to the web, although they remain connected to the router (shows up in attached devices and on flag indicates of the devices.)

In testing, I've tried two separate connections during times when the web connection is broken. Here is what happens.

1) WN111v2 - cannot find either my primary secured config or my Guest config (also secured; just not as well.)
2) WNA3100 - cannot find either my primary secured config or my Guest config (also secured; just not as well.)

Using the button to power down WiFi then power WiFi back up appears to allow connectivity for awhile. Once WiFi activity goes idle (approximately 30-60m) then it drops connectivity to the web again.

It almost appears as of the "power-save" feature puts the connection to sleep and can't remember how to wake it up. Or doesn't recognize a wake-up call.

Either way, this is a problem for me.

Any suggestions?

[FrankP99]

I had more disconnects today with the DNS set to get DNS from my internet provider. I had to power down the router to get reconnected. Frustrating.......

[somsubhro]

Apologize for your frustrations.

We have narrowed down the problem and working on a fix. Please private IM me and we will send you a test firmware very shortly to fix this.

Thanks
-Som

[FrankP99]

I am still having dropped internet on both wifi and wired. Spent an hour with Netgear support on my trouble ticket. Tech did not seem to know the 3800. Phone call was disconnected (not ip phone). Waiting now for netgear to call me back. I am seeing several people with the same problem of dropped connections so at least it is not just me. Grrrr.

[FrankP99]

Netgear said if the phone got d/c they would call me back, it has been a couple of hours now and no call back

[somsubhro]

We have a trial firmware with the DNS disconnect ready to go. NETGEAR Support will get in touch with folks in the next few days.

Thanks
-Som

[FrankP99]

Originally Posted by somsubhro

We have a trial firmware with the DNS disconnect ready to go. NETGEAR Support will get in touch with folks in the next few days.

Thanks
-Som

Great. But why wait a few days? My 3800 has disconnected 6 or 7 times today. Horrible for a brand new product.

I posted the PM mentioned above but have not heard back. The phone session this morning ended with my getting d/c and was promised a call back. It has been almost 4 hours and no call back.

I would like the new 3800 I bought to work NOW! Why wait a few days??.

[tietack]

I'm having similar problems now -- I power cycle the router, and it's good for a few minutes, before disconnecting again.

I've had to reinstall my old router to get a reliable Internet connection.