Alright, everyone! This is still something we are attempting to narrow down to its definite causes. Here’s what I need from you if you are reliably experiencing this issue:
- The type of Router you are using. Many people provided their on-board computer specifications, but I need the actual router you are using. Please include a link to the item or store so we can confirm the details.
- If you are not using a Router: the type of Modem into which you are hard-wired. This may be a Netgear or another modem. Please include a link to the item or store so we can confirm the details.
- [Even if you provided it before] Your Internet Provider and the Country where you live. This is more of a reference point than anything, but I want to be 100% sure that the team has this information in case it is needed.
As an example:
- Router: Nighthawk AC1900 Dual-Band Wi-Fi 5 Router
- Modem: AC1900-High Speed Cable Modem Router
- ISP: Comcast, USA
I know this will be redundant for some of you, but I would like to ensure that I have as much (and as accurate) information as possible so we can try to trace a pattern. As of now, the issue seems to be related to the routers people are using—particularly since most people who have “upgraded” to a new router have reported that it fixed the issue.
Thank you for your ongoing assistance in working through this problem; I know it is frustrating, and can assure you that we are doing everything we can to reliably reproduce and diagnose the issue internally. The sooner you can get me this information, the easier it will be for me to compile it for our engineers.