Netgear gateway reboots every few minutes

Question

Starting during the overnight hours Friday night, my Netgear gateway started locking up, rebooting and restarting every few minutes. As you can guess, this wreaks havoc on the network.

I have been attempting to work this issue for 3 days now with Customer Service. They can see the logs from the gateway and confirm the constant reboots. I am told the gateway is failing and needs to be replaced and that the lines at the site need to be verified (they were installed 4 months ago and have been working fine until Friday night)

I have now had 2 scheduled service call appontments made and no show. I have 12, yes 12 open service tickets in the system including 3 Emergency Response tickets. Each has been closed as 'resolved' but not one tech has shown up, not one return phone call to check status and all I get from Customer Service is lip service as to why they cannot get a teck out to replace the gateway.

The gateway continues to reboot every few minutes this morning.

I actually had one CS agent try to upsell me from our current 50/10 service to 100/10 because 'the current service I have is not intended to support more than 5 devices and we have 12 addresses used" Really? Its the same gateway / router for the higher teer service. This was very inappropriate and only served to make a bad situation worse by trying to make the techincal diffeculty a customer problem.

I asked repeatedly to escalate the problem and get a tech assigned. CS refused to forward me to anyone and flatly stated there was nothing else they could do nor could I.

Pretty frustrated with Comcast right now. I don't want to leave, I just want the service I pay for to work. It had been working great for 4 months.

kraze · Accepted Answer

That is extremely unfortunate.

You should get one of your ticket numbers for level 2 and call Comcast, ask to speak to the tier agent. They will direct you to him/her and they'll be able to provide some better trouble shooting and assistance.

It's odd that a tech hasn't come out, yet, but you should keep trying as eventually you'll get one. I'm not sure, but it could be due to it being a weekend and them wanting to reserve weekend techs for major emergencies?

If you'd like, head over to http://10.1.10.1/ and post the signal levels from the "Cable modem" page. We can try to determine if poor signal quality is causing the reboots or if the modem is just failing.

jcthorne · Accepted Answer

After a few more phone calls and it being a weekday, things got better last night when Kyle, A Comcast Business Internet tech showed up. He was able to verify the Netgear gateway was stumbling when loaded and eventually would reboot as the number of lost packets rose. Or something like that. He determined a replacement gateway was in order. I mentined to him that I also had a pending ticket for upgrade to the new Business Wireless Gateway and would it make more sense to replace with that if he had one. He had a brand new Cisco Business Wireless Gateway on the truck and made some phone calls to revise his ticket. Installed it and things are working fine now. I also like the user menus and configurations on the new Cisco unit much better. It also seems to have much better range than the linksys EA4500 I was using for an access point before connected to the netgear gateway. He also saved me the cost of the second truck roll since he installed it as part of the repair ticket. THANKS.

Frustrating weekend but in the end, I need to report all is well and the tech Comcast sent was great, very professional and willing to help, even though I was the last stop on his very long day that had run well past his scheduled time.

I need to do some reading on the new Cisco BWG. It certianly is a much larger and substantial piece of equipment.

kraze · Accepted Answer

I am glad to hear that. Hopefully that new gateway does you well. Thanks for reporting back.

jcthorne

Netgear gateway reboots every few minutes

kraze

jcthorne

kraze