Visitor
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3 Messages
internet support
For about the last month and a half I have been having a consistent drop of my Internet connection. It's like clockwork. For example; the drop will happen at 1:01pm and come back at 1:02pm. Then 60 minutes later it will drop at 2:02 and come back at 2:03pm. Then drop at 3:03p and comeback at 3:04pm and on and on. To my knowledge nothing changed in our setup; it just started happening.
I have an Motorola MB8600 modem connected to a Netgear WNR1000 wireless router which in turn is connected to a Google WiFi. Router (not a Nest...the original puck.) When we first got rid of the Xfinity Modem/Router 3 years ago and replaced it with the MB8600 and the Google WiFi, Xfinity had to come to the house and install the Netgear WNR1000 since we also has Xfinity Security. The technician told me it was a “security router.” For some reason the Security system cannot connect with Google WiFi directly so they has to put the Netgear router in between to make it work. They gave us the Netgear router. We've never paid for it and it doesn't show up in Xfinity's list of equipment.
With all that in place everything has been working fine up until the last month or so when the internet started dropping. I've tried all the usual power down...power up exercises on all 3 pieces of equipment to no avail. Finally had a technician come to the house last week and he played around with testing signals, rebooting the modem and routers, making sure the connections were tight, etc. He just shook his head, shrugged his shoulders and said he couldn't find the problem and left.
I called a local Radio station that has a Saturday morning call in show where they try to help people solve computer and internet problems. I described the problem to them and their immediate thought was that the problem was with the Netgear WNR1000 router. It's at least 10 years old and they believe that it's on its way out. Their advice was to replace it with a new router.
But now I've read somewhere on this forum that the “security router” is no longer needed and that the security system can now connect directly with Google WiFi.
Can someone offer me some advice on this situation? Thanks.
CCJodie
Problem Solver
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1.3K Messages
4 years ago
.@user_7c6aec Hi there. Thanks for the post. Appreciate you doing all this work to get the issue figured out! Have you tried to turn off the WNR1000 and try to connect the Home Security to the Google wifi yet? Also, this link is great resource: https://comca.st/3ALEJmv
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user_7c6aec
Visitor
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3 Messages
4 years ago
I removed the WNR1000 from the chain and then rebooted the modem. I then connected the Google WiFi router directly to the modem. It's been about 2 days and I no longer see the 60 minute internet drop. Another bonus... according to my billing statement I have 300 mbps coming into the house. But all speed tests never showed more than 90 mbps. Now with the WNR1000 removed, my lastest speed test went up to 341 mbps! But now my home security is connected only via cellular. I have to call xFinity today to see about getting the security connected directly to my Google WiFi.
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user_7c6aec
Visitor
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3 Messages
4 years ago
Problem fixed. I called Xfinity this morning to have someone get my Home Security back on line. The person I spoke to insisted I needed a new Security Router. He made an appointment this morning for a tech to come and install the new router.
When the tech got here he said, "No. We don't use routers anymore. We don't even stock them anymore. I can connect you directly to your home WiFi." And he did.
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