Netgear Nighthawk R7000 Slow/Can't Connect on 5 GHz Band

Hardware Hub Networking
1

I posted this on another site that shall not be named, and I received no responses after a week. It's not the first time this has happened. I want to make sure I haven't looked anything before I replace the router.

I've got WiFi a connection/speed problem with my Netgear Nighthawk R7000.

A few weeks ago, I noticed a drop in performance on the 5 GHz band. At first it was only noticeable when gaming, which was similar to when gaming on 2.4 Ghz, where I seemed to get lag spikes at regular intervals. However, I was getting major lag spikes on 5 GHz now, but then I noticed them happening more frequently, and finally, I noticed my browsing was affected. Upon attempting to load a multi-megabyte image, it would load line by line, a haunting similarity to the days of dial-up. I used the nearest of my ISP's servers on Speedtest, and my speed was down to 1 Mb, if that. The 2.4 Ghz band tested normal at 60 Mb or faster. The 5 GHz network is on a high channel with no interference, while the 2.4 GHz network has 3-4 other networks competing with it. My signal strength is at or near full.

Here's your TL;DR
Setup

  • Router - Netgear Nighthawk R7000 firmware v1.0.7.2 2.4
    • 2.4 GHz - ch 6
    • 5 GHz - ch 153
      • WiFi Analyzer was used to analyze signal interference to select these channels
    • AC adapter is the one the router came with
  • WIFI Adapter - Asus USB AC56
    • Originally set to AC only mode when problem experienced
  • Modem - Arris TM822G

Troubleshooting

  • Reset modem and router - no effect
  • Check modem telemetry - all downstream channels ≥36 dB
  • Upgraded router firmware
  • Called ISP - they said modem was fine
    • Connected straight through modem - speeds are fast, modem starts dropping like crazy after ~90 mins
  • Called ISP again - connect straight through modem again, no drop in performance this time, tested for 4 hrs
  • Connect through LAN - speeds are fast
  • Reinstalled WiFi adapter - no effect
  • Try every router version of firmware from version 1.0.7.2-1.0.4.8 - no effect
    • Try every router version of firmware from version 1.0.7.2-1.0.4.8, this time resetting between firmware changes - one time 5 GHz came back to life, but after renaming networks, was back to slow, unable to reproduce consistently
  • Tried switching to all the 100-range channels on the 5 GHz spectrum - no effect
  • Tried switching between various WiFi standards on the adapter - no effect
  • I'm not willing to install DD-WRT or Tomato without a fallback option, as I can still use the 2.4 GHz band. I'd have no internet access if custom firmware doesn't work and can't restore without a console adapter, which I don't have, if standard restoration methods don't work.

Findings

  • Modem not the problem
  • 2.4 GHz band is normal
  • Link rate on both bands is normal
  • Upload speeds on both bands is normal
  • Speeds are affected on my phone as well, so it's not the WiFi adapter
  • Antennae are tight and in their proper positions
  • All signs point to router

Details
The first thing I did was check the modem's telemetry. All the downstream channels had an SNR of 36 dB or greater! For those of you reading that don't know, noise can kill all your networking equipment if left unchecked. Of course I suspect the modem, but then I remembered the last time I had performance problems on 5 GHz, a firmware downgrade did the trick. The thing that was alarming here was, I made no changes that would've caused the slowdown, unlike last time when I upgraded the firmware. I upgraded the firmware to v1.0.7.2. No effect. In fact, sometimes I couldn't even connect to 5 GHz. I used to get kicked from 5 GHz once in a while. Usually running the Windows Network Troubleshooter would restore the connection, rarely would I have to go power cycle the router to restore the connection. This was no longer working. If I was lucky, I could connect after running the Troubleshooter several times. Although, I noticed my phone stayed connected all the time with no perceptible drop in performance before this event.

I called my ISP, suspecting the modem, and maybe they could send a signal to straighten things out. Of course, they tell me to connect straight through the modem, but the offshored agent is useless beyond that, offering to schedule a service call. (I have my own router and modem, so this would cost me). I noticed no performance degradation straight through the modem. I've used all the same cables to rule out a bad cable. I watched the SNR numbers slowly rise on each channel. Then, about 90 minutes in, the connection came crashing down hard. I couldn't even stay connected to the game server: drops every few minutes, telemetry was over 36 dB on every channel. I noticed it was really warm in the room that day, and suspected a heat problem. After I was done "stress testing," I plugged in the dust blower and blew it out.

The problem still persisted. I couldn't do anything during the week, so I just endured it for the time being. I called the ISP again this weekend, and of course, they make me connect directly through the modem...again. The competent, agent (whose workplace seems to be located in my country) says everything looks fine, and I could schedule a service call, "won't cost you if you sign up for our cheap service plan for at least 60 days," but I decide to "stress test" the modem again, by gaming. After four hours, the telemetry is still within tolerable levels. I conclude the modem isn't the problem. I used all the same cables to rule out a bad cable, of course.

I have an AC wireless adapter: the Asus USB AC56. Still works fine on 2.4 GHz, but that's not the point of having it. Oh, and my upload speeds have not been affected. They remain at 10 Mb or faster. I reinstalled it, but 5 GHz was still slow, if it could connect at all.

The next thing I did was try every version of firmware from the most recent to a significantly older version: 1.0.7.2-1.0.4.8, no effect. Speedtests on my phone over the network were of similar performance, so the problem is the WiFi. I then wired up to the router, performance and telemetry was within tolerable limits. What I didn't do and didn't realize was that I should factory restore the router every time the firmware is updated. >_< So I then did this with every version I had. I can't remember what version it was, but at some point 5 GHz sprang to life and I had over 200 Mb on Speedtest. However, when I renamed the networks from the default, and tested again, it crapped out. I was only able to replicate this one additional time, and it seemed to have something to do with factory resetting, holding the nuke button, and testing as soon as the router would allow internet access after initial setup, not sure what firmware version it was, and I don't have the patience to go through it all over again. Again, changing an inconsequential setting borked 5 GHz.

So I'm stuck. I spent all day yesterday troubleshooting, and at this point, I'm cursing Netgear and considering a new router. I've had it 13 months, so it's just out-of-warranty. >_< Never getting Netgear again, should've went with the Asus model. If anyone has any suggestions for fixing my router, please let me know. I have considered flashing DD-WRT or Tomato, but I'm not comfortable doing this without a backup, as 2.4 GHz still works, and I don't have a console connector to restore firmware if standard restoration methods don't work. I've been thinking about getting a wired router and hooking up an AP to it, so I can just replace the AP when it fails instead, but this might actually cost me more at first. I'll probably just get the ASUS RT-AC68U.

I'm sorry for the long post, but I was as thorough as I possibly could have been with troubleshooting before asking for help.

Edit
It occurred to me that the modem could've killed the 5 GHz antenna, as the SNR ranges between 34-35 dB. Modem tech support told me when I first bought it that over 33 dB was bad. I don't know how this makes any sense though, since higher SNR means less noise on the line, not more.

2

Things you can try:

  • Run WiFi Analyzer for Android. Scan around for interfering networks
  • Change the channel on the 5GHz band (try selecting one of the higher DFS channels)
  • Select a different bandwidth (20/40/80 MHz) for the 5GHz radio
  • Force 802.11n/ac mode, disable 802.11a legacy support
  • Tighten up the removable antenna's, point them all straight up

Make sure to check the link rate of your wireless interface, the "speed" value shouldn't be bouncing around:

It occurred to me that the modem could've killed the 5 GHz antenna, as the SNR ranges between 34-35 dB. Modem tech support told me when I first bought it that over 33 dB was bad. I don't know how this makes any sense though, since higher SNR means less noise on the line, not more.

The modem is the box that connects you to the internet (via Cable or DSL). The router is a separate box behind the modem that distributes "the internet" to all your devices.

There is no relationship between the SNR values reported by your modem and the performance of the 5GHz radio on your router.

Can you provide a more detailed diagram of the network layout? Including model numbers of your modem, router, and other wireless devices?

3

Yeah, as @Just.Oblivious noted, the mode setting should always be 20/40/80 coexistence on devices that support ht80 (like the r7000) and 802.11ac.

In the US, I'd suggest going with 5745 or 5805 MHz (wlan channels 149 or 161 respectively), but you already noted that you were using a higher channel.

I was also going to note that it could be an issue with the 5GHz antenna itself. If you'd like, you could crack open the housing and try re-seating the U.FL connectors to the board. Perhaps one got loose, but this would be unlikely (I can't remember if they use an adhesive on them on the r7000).

Also, are you using the proper power adapter that came with the R7000? Just checking.

4

I had a similar experience with my Netgear R7500. Mine lasted for months just fine, than the 5Ghz band become spotty, and now is completely nonfunctional. Doesn't even turn on. It sits in a corner of my basement waiting for the day that I take a baseball bat at it. I tried updating the firmware, resetting the router, and doing everything I could think off. Nothing worked for me.

5

You need to learn be more tactful...a lot more tactful. What gave you the impression that I thought the box the coax goes into runs on magic?

I already stated in the introduction, "the 5 GHz network is on a high channel with no interference, while the 2.4 GHz network has 3-4 other networks competing with it. My signal strength is at or near full."

Let me clarify:

  • The 2.4 GHz channel I have set is the one with the least amount of networks competing for a signal, channel 6. 5 GHz is set to channel 153. I used WiFi analyzer to select the channels
  • When I started experiencing these problems, the adapter was set to AC exclusive mode.

You want the model numbers? I guess I buried some of that. Both the router and the WiFi adapter were previously disclosed. I have updated the information front and center in the OP.

  • Router - Netgear Nighthawk R7000 firmware v1.0.7.2
  • WIFI Adapter - Asus USB AC56
  • Modem - Arris TM822G

I haven't monitored the link rate constantly in a long time, but I know it used to bounce around occasionally. The fluctuations weren't extreme though, so I thought nothing of it. It seemed to change with signal strength, but I either had full or -1 bar. When I checked the link rate while troubleshooting, it was normal.

@Alamar
Ah, someone at least read the intro.

Yes, I am using the adapter that came with the router. Never thought the antenna could've physically came loose from the board. Maybe I will check this out. It will have to wait till the weekend though. The router is stationary. Could heat have unseated it?

6

Likely not, but I'd say that it would be worth a shot at checking out the U.FL connections to the board - especially if you've exhausted a lot of other routes, which sounds like you have. In my experience, U.FL connectors can be pretty finicky even in best-case circumstances. The heads are quite easy to break or bend so that they don't grasp the posts tightly.

Also, if you do find that there could be an issue with the antenna(s), then you could purchase some cheap ones or borrow other antennas and try them out on the r7000. If you crack the router housing open, you'd only need compatible antenna termination types (in the case of the r7000 I believe they are U.FL) - no need to actually screw them on the posts at the back.

7

You're right. I only made it halfway through the 1200+ word essay...

Maybe you need to learn how to convey a technical issue in a simple and to-the-point manner.

From the OP:
It occurred to me that the modem could've killed the 5 GHz antenna, as the SNR ranges between 33-35 dB.

That line really threw me off.

Back on topic

It could be a heat related issue, the R7000 is known for having a bad thermal design (no heatsink on any of the chips).

As 5GHz radio's run hot, the constant cycle of heating and cooling may stress the solder joints underneath the BGA chip. Diagnosing and repairing such a problem requires special tools and technical know-how.

I doubt it's going to fix your issue, but you could try installing an alternative firmware (like DD-WRT or OpenWRT). It gives you more control over the wireless radio.

8

Are the antennas loose?

9

Maybe you need to learn to read a TL;DR. I made it for a reason, you know? The details are for anyone willing to read the damn details. They aren't exactly necessary. If I've been thorough in my troubleshooting, the explanation is going to be lengthy, otherwise people will ask the obvious, which you did, because I forgot to mention a few things I tried.

So you read through half the post, saw me thinking out loud at the end about the SNR, and all my credibility went out the fucking window because of that?

Why bother then if you're going to be like that? I'd prefer you just respond with, "your post is too long for me to bother reading it," than to bother posting the response you did or saying nothing at all. That almost makes me wish I hadn't even bothered asking for help here.

As I stated in the OP, as long as the router still functions on 2.4 GHz, I'm not willing to install custom firmware, as I have no fallback currently. If the 2.4 GHz band were to cease working, then I'd have nothing to lose and would've tried it already.

10

@Just.Oblivious and @HK-47 both of you are being immature. @Just.Oblivious , if you are going to reply to a thread than read it. @HK-47 you could just ignore it instead of feeding the troll.

@HK-47 I have the same router at home as well as a plethera of devices with various network chips from 10G ports to "Killer" NICs and everything in between (inc. a long range wi-fi kit >:3 ). I can run stock firmware or DDWRT. I'll test whatever I can, but it'll be a little bit until I can get to it on account of dead week and finals week. Just let me know what you need.

11

Installing DDWRT on this thing is 100% safe and takes all of 30 seconds. I wouldn't worry about it.

12

Thank you for taking the time to confirm that. Is it easily restorable as well?

No, I have to call out bullshit like that. If he was trolling, he wouldn't had offered useful information in his post following his initial response. Unhelpful attitudes like that are certainly not welcomed, and a new member may be turned off by personalities like Oblvious'. I'm not a new member, by the way.

13

Yeah, again, takes about 30 seconds. Not bad at all.

I'm not either. I've seen every episode of The Tek ever actually (yay, bragging rights), and yeah, BS like that pisses me off but just try to keep it civil please? Stay the bigger person, you know?

14

I'm not here to troll anyone. The first version of the OP just wasn't as complete and informative as the current one.

Besides that, verifying the troubleshooting process from start to finish is never a bad idea.

Back to the issue:

I haven't read anything about distance yet. From what kind of distances are you performing these tests? And are there any RF-reflective obstacles in close proximity to the router?

Another thing to monitor (besides link rate) is the rx drop counter of your wireless interface:

A high number of dropped packets indicates trouble, obviously.

Give the custom firmware a shot. If that doesn't change anything then I'm out of ideas. I highly suspect hardware failure.

The next step would be testing a different router in the same environment with the same settings. Ruling out any issue in the RF domain requires a spectrum analyzer (or at least one of those Atheros wireless cards with FFT reporting).

15

One thing I didn't see you say, is the channel width.

This should be set to 20 Mhz, if its set to 40 Mhz, than the 2.4 Ghz band could be nuking your 5.6 GHz band.

Have you tried turning off the 2.4 GHz and just using the 5.6 GHz?

16

You never want your 5GHz radio to be using 20MHz channel width. In fact, a lot (most?) APs don't even allow 20MHz channel width on 5GHz. You should be using ht80 (80MHz width) on a 5GHz ac device like the r7000 (or using 20/40/80 MHz coexistence). There should be no interference between 2.4 and 5ghz.

Edit: or wait, are you saying that the 2.4GHz radio should be set to 20MHz? That shouldn't matter either. Using 40MHz channel width on 2.4GHz is mainly an annoyance to your neighbors as your broadcast will be overlapping additional 2.4GHz channels :D However, sometimes you can actually achieve better throughput in 20MHz scenarios. 40MHz gives you a bigger pipe, but also spreads out the coverage.

17

Yes, this exactly. This does indeed matter when there are other 2.4 GHz bands in use as 40 MHz bands causes interference. Had a lot of residents in student complexes who got routers and don't know how to use them, and ruined wifi for a lot of other people, and university equipment, so they had to have the residents internet port shut off. But thats beside the story.

What I am interested in, is if the OP can only use one radio band at a time.

18

Using 40mhz only screws up thing for your neighbors :)

Also I believe the op stated that 2.4ghz was working fine (stable throughput and connection). Only 5ghz is having issues, which lead me down the investigating the 5ghz antenna route.

19

To everyone that provided constructive advice and were respectful in their posts, thank you. Some good ideas I didn't think of. I won't be able to try anything until the weekend though. Too damn busy during the week.

20

This thread pisses me off because it reminds me of having to deal with the boat load of wifi issues I had at an old job and all the "my computer is slow" calls I'd get.

Shit I hate WiFi troubleshooting.

@HK-47 I read through most the OP but not the comments. Did you try forcing a workstation onto the 5ghz band by turning off the 2.4 and then running a traceroute with a wireshark to see if you get packet drop on the LAN or is it possible to get on the 5ghz at all?