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High pitched whine noise from new Arris NVG589

Tutor

High pitched whine noise from new Arris NVG589

A uverse tech replaced my 2wire gateway with an Arris NVG589 this week and there is a high pitched whine coming from the unit. Will exchanging the NVG589 for another unit fix this or do I need to get a different brand of router?

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Message 1 of 15

Re: High pitched whine noise from new Arris NVG589

I have a new NVG589 as well, and there is a high pitched whine noise coming from it BUT I can only hear it in a quiet room with my ear within 1 inch of the RG. Depending on the length of the connected cables/wires, try moving the RG around - it might be picking up some electrical interference from an outlet or another device. OR...since it's new, contact your installation tech and state that your RG is defective.

Message 2 of 15
Tutor

Re: High pitched whine noise from new Arris NVG589

I recieved a brand new one and mine does this as well....

 

 

Message 3 of 15
Professor

Re: High pitched whine noise from new Arris NVG589

@tjtblr@soupcxan@pedrochin

 

Does it still produce this sound when you disable the NVG589's wireless?

http://192.168.1.254/cgi-bin/wconfig.ha

 

I know that a few devices make a low noise whine sound when there is wireless activity.

 

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Message 4 of 15
Tutor

Re: High pitched whine noise from new Arris NVG589

Yes.

Message 5 of 15
Contributor

Re: High pitched whine noise from new Arris NVG589

I also have this problem with the high-pitched whine.  I worked with an AT&T rep yesterday and we tested two NVG589's.  Both had the high-pitched whine. We tested them disconnected from the power source and running only on the battery--still had the high-pitched whine.  We tested it without the battery and only running on the power source--same result, even without any lines connected to it.  It takes a minute or two to warm-up, then starts humming.  I went as far as plugging it into a neighbor's home, just the gateway, and it still whines, after warmup.

 

The solution-- we placed it in a cabinet to buffer the sound.  New problem--the outside walls of the cabinet are now warm to the touch.  I'm not comfortable with this amount of heat.

 

I believe that Arris must have had a bad batch of gateways, since this whine does not seem to be common problem for them.  I will be calling AT&T to try others, hopefully from a different batch.

Message 6 of 15

Re: High pitched whine noise from new Arris NVG589

I also have this whine when the wifi is off. I can hear it sitting anywhere in my office which is about 12x12 feet. If I throw a blanket over the router, the noise is mostly gone, but it gets very hot and I'm not leaving it like that for fear it will start a fire.

 

I called AT&T and they would not ship me a replacement, they want a tech to come out, which is quite inconvenient as I have to be home to meet them again.

Message 7 of 15
Contributor

Re: High pitched whine noise from new Arris NVG589

I have kept the NVG589 RG in the cabinet (to muffle the whine) for three days now.  It gets hot and heats up the cabinet, but I don't believe it is enough heat to be concerned about a fire danger.  Other electronics in that cabinet do warm up from it, which I do believe is a concern; and hence, I've moved them away from the RG.  The whine is still pronounced when the cabinet doors are open.

 

My access to the internet has dropped (during use) every morning since switching to the NVG589.  Interestingly, the power, battery, wireless, broadband1, broadband2, and service light remain green.  The phone1 becomes disconnected.  It doesn't seem to reset itself, and requires me to do a reset with the button on the back of the RG to get online and phone again.  I wonder if this is an issue with the RG or the AT&T service in my area.  Looking forward to input from others.

Message 8 of 15
Tutor

Re: High pitched whine noise from new Arris NVG589

I have this same problem and it is extremely annoying. I can hear the high-pitched noise from a room away. When we buy a product, we shouldn't have to design a sound-dampening box that also prevents overheating, but that is what I'm going to have to do! Really hoping AT&T provides replacement modems/routers soon, lest we hate them forever!

Echochet, thanks for your helpful reply. I feel for you. Also, our Internet service in Benton, AR has not been dropping as you described, despite the same annoying-sound-producing modem. We do not have a land line, though (just use our cellphones). So it's conceivable that it could be related to your phone service, area, installation, or overheating. Good luck!
Message 9 of 15
Tutor

Re: High pitched whine noise from new Arris NVG589

AT&T came out for another issue and replaced my router with a NVG599. Now the whine is gone.

Message 10 of 15
Employee

Re: High pitched whine noise from new Arris NVG589

While I have not seen this issue, the description sounds as if a cooling fan is bad from older PC cabinets. 

 

Never opened an RG so do not know if a fan exist but the description fits this diagonise.

 

On another site, customers were complaining of same issue using the 599 RG, so moving to 599 is questionable advice. A bad batch of fans in either product (same manufacturer).... Of course techs are limited to carrying just a few on truck, till plugged in and tested will not know unless a serial number batch can be determined.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 11 of 15
Tutor

Re: High pitched whine noise from new Arris NVG589

I called AT&T and they told me that they weren't aware of the problem. They clearly didn't believe me, so I made this video! https://youtu.be/SN1sx2uv_Bs

Message 12 of 15
Tutor

Re: High pitched whine noise from new Arris NVG589

Update: I'm finally free of the high-pitched noise! The modems have a date printed on the side of them. My original NVG589 was from May 2015 and it made the noise. They sent me a replacement modem (same model) from Dec 2014 and it also made the noise. Finally, a technician came by. He had a refurbished modem (again, NVG589) from Feb 2013 and it *doesn't* make the noise! (Actually, it seems to make the noise extremely quietly, but the important thing is that I can't hear it unless I put my ear right up next to it, whereas I could hear the other one from down the hall!) So this appears to be a problem that affects NVG589 modems made between Dec 2014 and now, possibly going back as far as March 2013 (but the cutoff date is not clear).
Message 13 of 15
Contributor

Re: High pitched whine noise from new Arris NVG589

I believe that the earlier entry that the whine is coming from the fan is correct, and that the new RG's have the issue.  Today, I tried out my third (new) NVG589 RG.  The whine was initially much less pronounced, leaving me hopeful; however, after about 5 minutes of operation, it became more pronounced like my last RG.  I believe the fan has two different speeds, and when it starts working and getting hot, it kicks in on high speed and produces the annoying whine.  I can hear an electronic click (from the fan switching speeds?) between the high whine and the low whine.

 

By keeping it in the cabinet to dampen this sound is making it run hot; hence, causing the fan to run at high speed; hence, causing the high annoying whine continuously.  The solution may be better air flow, in a 72-degree home, near an AC vent.  Unfortunately this is not my home.  I will likely leave it in the cabinet to buffer the sound, letting it run hot.

Message 14 of 15
Contributor

Re: High pitched whine noise from new Arris NVG589

So what would you guys reccomend doing?

Message 15 of 15
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