02-06-2019 7:41 PM
For several weeks, my home router (Netgear R7000) has been crashing multiple times a day. It starts dropping connections to devices and becomes completely unresponsive. I have to power cycle it to get it working again for several more hours before the next crash. Finally, Netgear released a firmware update, which I installed. The all-out crashes stopped, but now the router's connection to the internet through the AT&T Arris BGW210-700 will "hiccup" a few times a day--by this I mean that the connection will drop for about 10 seconds. If you are streaming something or otherwise doing something that requires a consistent connection, it will drop and then restore after 10-30 seconds, but I don't have to power cycle it anymore.
I was convinced the issue was my router, but I now think it may be a setting on the AT&T modem. The logs in my router, which I previously could not get to when it locked up because they got cleared out, show "Internet disconnected" and then "Internet connected" about 1 second apart, which is when those network hiccups occur. Viewing the Arris modem logs, every day there are hundreds of entries showing "Invalid IP Packet" entries that show my network as the source and any series of destinations that don't seem to have a pattern.
The modem is set to "IP Passthrough" but I could not figure out how to set up the "Cascaded Router" setting so that the modem is better configured for having a second router attached. But I also had not changed any settings on the modem for nearly a year before I started having the daily router crashes. I tried disabling the modem firewall settings, but it made no difference. Many of the "Invalid IP Packet" entries initially were showing IPv6 addresses, so I tried disabling IPv6 on the modem, in case there was some conflict, but it did not help.
I think it is likely that some firewall setting or some setting that conflicts with my Netgear router is causing this, but I cannot pinpoint it, especially since, as I mentioned, I did not change anything on the modem when the issue cropped up. Have you experienced this issue? Do you have any recommendations for better configuring the modem to simply be a passthrough to my Netgear router?
Solved by: Go to Solution.
- edited 02-08-2019 4:14 PM by ATTCustomerCare
Hi There @ThaDuckmasta
We understand that you are having problems with your AT&T(BGW 210-700) equipment set in IP passthrough, to your Netgear R7000. We can look at that.
Normally, when it comes through IP passthrough the AT&T router, is just the tunnel. The IP address that it is assigned goes right through the AT&T equipment right to the Netgear.
Now you did mention that you cleared the crashing issue with the Netgear by doing the latest firmware update. That is a good thing. You also mentioned that the AT&T equipment 'hiccups'. That is what we need to look at.
When the AT&T equipment 'hiccups', do any other the lights go out or turn red?
Does the AT&T equipment restart on its own?
Have you gone through and done a factory reset on the AT&T router and re-setup the IP passthrough again on the AT&T equipment?
To factory reset the AT&T equipment please follow these steps: (Please note that any special settings or configurations will revert back to like they have not been done):
Heads up: Be sure to make note of any custom settings, like your static IP address if you have one, or your Wi-Fi® network name (SSID). You can then reapply them after the factory reset.
Then you will need to re-set up IP passthrough back into the AT&T equipment. Do make sure that you have the Netgear removed from the configuration during this reset.
If the reset doesn't clear up the problem, please let us know, so we can take another stab at the problem.
Matthew, AT&T Community Specialist
02-13-2019 12:09 PM
Thanks for your reply. It is good to be discussing the issue with someone.
I agree that the issue that needs addressing is the "hiccup," as I call it. To answer your questions, when this occurs on the network, there are no visible signs on the modem--the lights do not change and it does not reboot itself. I have indeed attempted a factory reset twice, with no effect on the issue. I also did a factory reset on my router with no effect.
I finally contacted support. A technician was sent out and he ran various tests, all of which showed no issues. He did note that the exterior ONT device was an older one and he decided to replace it, but didn't have much confidence it would make any difference. Indeed, the issue continues.
I decided to switch from using my Netgear router to using the built-in functionality of the BGW210-700 to see if the issue still occurs. Right now, IP passthrough is disabled and my Netgear router is configured just as an Access Point. I believe I am observing the same behavior, though--traffic stalling for 10-15 seconds--but it's hard to say definitively. Now, instead of hundreds of errors in the log stating "Invalid IP packet," there are still dozens, but lots of other entries labeled as "generic discard". I can see that the 5ghz network has hundreds of "Receive Error packets" and "Transmit discard packets" logged. I am unsure of why there would be any dropped packets, unless this just reflects outside access attempts that are blocked (like pings or port scans). Either way, I want to continue using my own router, so I need to find a solution...
Speaking with support, I was informed that the firmware on the modem was updated recently, and looking at other forum posts, the latest version (1.8.18) was released in either late December or early January, which is around when the issue started. This seems to be the most likely cause. A few questions:
1. Are there any known issues with firmware version 1.8.18 that could be causing this?
2. Is it feasible to rollback the firmware to an earlier version, since I had no issues at all for nearly a year? if so, can a link be provided to this? Also, is it possible to disable automatic firmware updates on the device?
3. Is it possible to get a different modem from AT&T that does not have any router functionality? I had a standard modem with Comcast for several years and had zero problems with it. Since I intend to use my own router, it seems like having the built-in router functionality is more trouble than it is worth.
4. (random thought) Even with IP passthrough enabled, the modem seems to be performing NAT, which my router is also doing, which may be causing a double NAT situation. Is it possible to directly disable NAT?
Thank you for any help you may be able to provide!
02-20-2019 6:46 PM
I'm having very similar issues - did you hear from AT&T about rolling back firmware to an earlier version?
- edited 03-04-2019 6:38 AM
I am also suffering from this issue since at least December to the best of my memory; however, I am not using any equipment beyond the AT&T-assigned BGW210-700. It acts as both the modem and router. It is extremely frustrating to know I have the bandwidth and speed, but AT&T's awful equipment is cascading issues across my home network that they are unwilling to resolve. To AT&T: It's disingenuous to mark this as "Solved" when no notably action has been taken to solve this issue, as we are still here experiencing it and discussing it.
Has anyone manage to circumvent this issue?
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