Support for Gigabit Services
Support for Gigabit Services
About a week back my ISP installed fiber for gigabit internet. The work went smoothly until recent cold spells. Lines stayed above ground in my yard and won’t be buried for another two weeks. Temperatures dipped below freezing but no major storms hit. On the first day everything worked perfectly—just the router they installed, no Wi-Fi needed. I bought an XR500 Netgear router to handle all connections. For a short time it ran smoothly, then the wall-mounted router’s light turned red and service dropped. After checking with my ISP, they found the outdoor connector was faulty and had to replace it. They said the signal outside was fine but inside was weak, which improved after the fix. Internet returned, so I attended a gaming event with friends. That night Discord started acting strange—robotic responses and heavy packet loss. I tried setting up directly on the wall modem, but tech support couldn’t help much; they suggested factory resets and tweaks that didn’t resolve it. I ended up hanging up to focus on my game. Now I see Discord is lagging noticeably compared to the XR500, and some sites load slowly. I’m testing pingplotter with direct wall modem connection to track latency and possible IP issues. Any tips or suggestions would be appreciated. Also, if there are specific IPs I should hide on the pingplotter screenshots, that would help avoid any leaks.
The red light on your ONT indicates an issue with the internal fiber connection, likely from the NID to the ONT. This is usually due to a loose or improperly inserted fiber patch from the ISP's network into your home. The faint light may result from air gaps, dirty fibers, or bent sections. You can test for an air gap problem by gently pushing the fiber into the ONT and checking the box at the other end. Ensure the fiber isn’t twisted tightly and avoid any kinks. The technician’s claim that the router “remembered” a bad connection is incorrect—this is just a temporary explanation.
I’m reviewing the pingplotter data you shared. It looks like the results from your wall router are significantly worse than what you see when using the XR500. This might point to a problem with either your ISP or the fiber connection, rather than an issue with your router itself.