Hello TP-Linkers,

I've been having issues with internet connectivity since I moved a year ago and set up a new router and modem (previously I had the ISP integrated one-box setup). I thought it was an issue with Comcast but now am convinced the problem is a faulty AX21. I'm planning to replace with a different brand but wanted to see if anyone had ideas first. I emailed TPlink support and tried the online chat, but no response so far.

The router frequently drops internet connection which requires a reset of the router to resolve. During this time, multiple connected wifi devices including desktop PC, TV, laptop PCs, and phones all lose internet connectivity although they retain their connection to the 2.4 G and 5G network bands. Plugging an ethernet cable directly into my motorola modem during this time gives a working internet connection, and the ISP reports no outages in the area. This happens once every couple days or so, sometimes multiple times in one day and is very disruptive to working from home. All bands (2.4 and 5) drop simultaneously and for all devices.

I had updated the firmware around a week ago and it went a few days without any drops. This morning, the connection dropped abruptly again (wifi light turns orange; modem internet light is still green) and multiple reboots didn't fix the issue. I did a factory reset as well and still the router can't get a connection from the modem. I'm out of ideas other than replacing the router. The ethernet cable works fine (verified by directly connecting a laptop to the modem).

Thanks in advance!

**Edit: forgot to mention that I have already been through all the troubleshooting steps. Logging into the tplink.net web interface brings up a message saying there is a hardware connectivity issue and that I need to contact tech support which I have done. Hopefully they will respond soon, but if anyone knows anything in the meantime I would appreciate it.

This thread (https://community.tp-link.com/us/home/forum/topic/522208) seems to suggest the issue is solved by updating the firmware -- not true for my case, neither factory reset nor firmware update again have worked