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Kudos0

Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link. Only the core router requires the reset. I love the router but dropping the Ethernet link to the cable modem requiring a hard reset is quite annoying.

Replies

Kudos1 Stats

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Thank you for sending the logs, @BobA546. Could you reply to my private message with your Norton Core serial number? Thanks.

Gayathri R | Norton Forums Global Community Administrator | Symantec Corporation
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Thank you, good info!
Jim The Greek
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

FYI in my case, a soft reset fixes it! But, I WILL chk w/above suggestions! Thnx!
Jim The Greek
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

@Gayathri_R:  Sent the serial number in the private message; however, I also mentioned I've contacted Norton to return the Core.  I really need reliable Internet so I'm going back to my normal router.  Perhaps in 6 months or so the Core will be better ready for prime time and I'll try again--but for now, it's going back for a refund.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

I know the feeling! That’s why I was looking for safe ways to accommodate some of my users by bypassing the Core! As I have! So far I like the idea of the core, but it’s my ready for public release!
Jim The Greek
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

It failed today while I was at work after running about 5-days with no issues. 

I shook the Mobile App and reported the failure. I saw no options during that reporting process to attach any logs?? In any case I described the issue.

I was at work so I could not reset the core.

Just like all the other times, when I got home I still had a local wifi and hardwired network to the Core but internet WAN com to the cable modem was no-go. I push button reset the core and all is restored. Latest firmware 171009_193 was installed. 

What next?

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Kokojim So much has been posted here it almost a nightmare keeping up. I had a question which may or may not have already been asked and/or answered. Do any of you with the disconnect issues have DHCP enabled on your ISP devices? If so it is REQUIRED for other services such as VOIP/TV? I have FIOS and DHCP MUST remain active for TV/VOIP otherwise they die. Some ISP's require this thus the reason for asking.

The other thing is it sounds like on your ISP device sees connections that are still there and being monitored by DHCP within. I removed ALL my devices from the FIOS router EXCEPT those for the three TV boxes and rebooted the router. Everything is now solely on the Core and there is zero chance of IP conflicts or lease renewals to drop the core. Just a thought.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

@SoulAsylum.   I have ATT U-Verse with a gateway modem for wired and wireless internet.  Only two devices are connected to the gateway: set-top boxes and Core.  All my IoT devices are connected either wirelessly or hard wired to the Core: VOIP, printer, Nest camera, security, Hue, Mac computers, TVs for streaming, DVD player, tuner, etc.  Before Core began dropping, my speeds and responsiveness were much improved.   When Core began dropping 3-4 times a day I was on firmware v _164.  Drops on v _191 slowed to once a day.  Drops on _193 have reduced to just once since.  Things are headed in the right direction.  I really like the concept of Core and want to stick with it through the fixes.  

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Is wireless turned off on the ATT gateway?

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

No because when Core drops I need to switch.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Having wifi enabled in the ATT device could be the actual cause of your issue. Please read this: https://support.norton.com/sp/en/ie/home/current/solutions/v119939113_EndUserProfile_en_us

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

As the original post person on this thread my system and the problem that occurs about once a week now, is far simpler than the other folks that have posted here. I will now re-describe with all the details:

1. My ISP is broadband Charter Cable (Spectrum). 

2. My broadband Internet Service is provided through a Cisco-Model-DPC3216-DOCSIS-3-0-16x4-Cable-Modem-with-Embedded-Digital-Voice-Adapter.

3. The only item connected to the Cisco modem's one and only Ethernet WAN port is the Symantec Core router using the Ethernet CAT-5E cable as was provided by Symantec with the router.(Another known good/certified CAT-5E cable did not help,)

4. I have my I-Mac Desktop, an Apple-TV and a Sony Blue Ray Player connected to the three hardwired Ethernet Ports on the Core Router (The wifi connections on these devices are all disabled, they are hardwired only)

5. I have about 7 to 10  other devices in my home, all WiFi connected to the Core Router including a WiFi printer, iPads, iPods, iPhones, Android Phones, an HP PC Lap-top, and another Apple-TV.

6. The Core Router is running the latest firmware 171009_193 and is configured with all the Norton recommended settings. I have a security score of 500. (I tried other settings, i.e. other DNS to no avail). Everything runs very well for 5-days or so with no issues then...

7. The Core stops communication with the Cable Modem over the WAN link. The Link light on the Cisco modem remains off and never blinks indicating any communication from the Core router, its only device on that port. 

8. I don't loose any broadband cable/phone service, as all my TV set-boxes are on Coax broadband just like the Modem and they remain active and working. The Cable modem also provides my standard phone service to standard 2-wire/4-wire phones and it stays up an running the whole time as long as the Cable Modem remains on and connected to the broadband coax. 

9. When the Core stops communicating with the Cable modem over the Ethernet WAN port I don't loose my home WiFi. My WiFi devices as well as my hardwired devices, such as the I-Mac, can still communicate with each other through the Core router and WiFi. I can print to the Wifi printer, I can stream music and Videos internally from my I-Mac to the Apple-TV's, etc. However, I HAVE NO INTERNET because the Core is no longer communicating with the ISP Cable Modem WAN link!

10. A simple push-button reset of the Core Router always restores and fixes the problem. I never need to reset or power down anything else.

11. When the modem WAN link is restored, the router gets the same External IP address from the ISP cable modem it had before, because nothing has changed on the ISP side or the WAN. It appears like the ISP modem was simply waiting for some network action from the Core Router on its WAN port.  

12. I never had this issue with my previous NetGear Router. If it was loosing the link it re-established it on its own without any intervention or action from the user.

13. It would seem to me to be a pretty simple firmware fix to have a router try to re-establish the WAN link on its own after it looses it for any reason, after a given time out period. This should be mission critical for a router!   

14. On the last failure on, Friday the 13th! I did the "Shake your i-Phone" report process and notified them of the continuing problem. However, I saw no options on that process to attach any device logs or details. They should be aware of my problem but I have not received any feedback as yet.

Again, my system is simple, no gateways, no fancy switches, no internet/ethernet devices using the cable modem except the Core Router. The only reason for the cable modem is as my ISP ethernet WAN connection and for my standard phone connections to broadband phone service. My broadband cable TV service and all my set-top cable boxes work just fine without the cable modem and are not affected by the loss of communication from an attached ethernet device (The Core Router).   

I like the Core Router concept and I am also a shareholder of Symantec so I want to see this fixed. However it is not ready for prime-time until resolved.

Kocojim

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

However, I saw no options on that process to attach any device logs or details.

When you click submit after adding a description, it automatically sends any logs from the router.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Great! Thanks then they were sent!

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Kocojim, as of about a week ago or so, I had similar setup w/the exception of a couple switches due to xtra devices that require Ethernet, more than 3, but All 100% on core with spectrum router disabled, so was it’s WiFi! I had same problems, until I had to move two devices off the Core, two VERY impatient users! Therefore I had to re-enable to spectrum router & WiFi! Since then zero problems! Of course my score went down, but wth! I DO agree, the Core is NOT ready for release! And I’m still on rev 191, Core refuses to update, even after a factory reset! In fact I would return it, but as you, I like the idea of the Core & I KNOW they’ll fix it & I don’t want to pay full price when they do. Till then, I’ll work with them & be patient!

Jim The Greek
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

@Kocojim   I downloaded a PDF user guide for your modem and wonder. Your #7 comment that the link light on your Cisco modem was OFF at the time of the drop. That would indicate the data link dropped from your ISP. What was the status of your DS/US/ONLINE lights when the Core stopped functioning? If they too were not on or flashing your ISP dropped. The Core is dependent on your ISP device for internet access and signal, otherwise your app should have notified you that your network is offline. Core would have no stats shown as if it weren't setup properly. I would check whatsmyip, you can Google it and get a good IP address from your provider modem. Recheck in a day or two to see whether Spectrum is reassigning you a new IP address on a reoccurring basis. You can also check for that within your Core app as well to keep track of it. Several years ago we had Comcast and I found this was the case with them. They also had serious routing issues which I identified by running MTR traceroutes. Just a though.

#9 comment is confusing more than you can imagine due to #7 as they conflict. To test my thoughts on it I simply unplugged the Ethernet cable connecting my Core to my ISP modem. My ISP modem link light remained ON indicating internet services are available. However. Nothing would connect to other devices on wifi or LAN on the Core. Couldn't wirelessly print to my Canon printer. Just a totally dead wired and wifi network from that point on. Reconnecting the Ethernet the Core came online again in just under a minute. No reset required.

#14 Logs won't be seen when they are sent you will only get a small notification that the send was successful. I always put my forums username in the comments field so Symantec can identify the who. Adding your core serial number is always a plus as well.

I apologize for the novel length post but wanted to convey my thoughts in a way that makes sense. Correct me if I have misinterpreted.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

SoulAsylum, Thanks for the feedback and the explanation of #14 (sending of logs on problem notifications). 

On item #7, I tested the link LED function on my Cisco-Model-DPC3216 cable modem just as you noted, to see what it would do:

1. When all was normal and I have communications and a internet connection between the ISP and the Norton Core router, this LED is flashing away indicating that there is communication on the link. The Core is glowing its normal blue/white indicating internet access is established.

2. I simply un-plugged the ethernet cable from the back of the cable modem and this "link" LED immediately goes out and stays out. Not even an occasional flash!

3. The Norton Core modem glows amber indicating loss of internet. 

4. I plug it back into the Cable modem and it immediately starts blinking once again.

5. All this with no resets or restarts on the router or modem. The Norton Core router reestablishes communications and glows blue-white once again indicating internet access and all is ok. 

As far as item #9 (Loss of ISP Ethernet/Internet does not effect local connections,) is concerned, I did the above test while streaming a home video via the Norton Core router from my hard-wired iMac to a WiFi connected Apple TV and it never missed a beat. Kept on streaming, even while glowing amber with no ISP internet connection and kept going with no interruptions when the link re-established when plugged back in.  

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

I know that you have performed a factory reset more than once so that is unlikely to solve anything. My best guess is that your core has a defect OR something in the last firmware update you received is corrupted. When I first installed my Core I had an issue where, the Core app was telling me the Core network was "off-line" yet everything connected was still "on-line" and the Core was actually amber. I then performed yet another factory reset and things worked out with only some small bugs until the v191 update cleared them. Then v193 came and I have been smooth sailing.

Shake your phone again and have it send logs for review. Make sure you add your forums username and your core serial number into the comments field so Norton can identify your logs with you. This one has me stumped. Sorry I couldn't get this figured out in a timely fashion but did give it my best shot. @Gayathri_R is the Norton expert on Core, hopefully she will get this tag and get your logs for analysis. Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

If there is a hardware defect that can't be corrected by a firmware update, Norton will do the right thing and replace.  I too like the concept and will wait for a support fix.  

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Finally gave up and returned my Core today.  It just seems like it's still in the Beta stage.  The the full internet drops are not as bad with v. _193, but still there and when gaming, there's just too much lag and sometimes I'll lose connection with the gaming server although the Internet itself is still up.  I think I'll give it a about a year when Norton goes from Hardware version 1.0 to an updated hardware and I'm sure by then the bugs will be gone from the firmware.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

@BobA546    Ultimately that decision is a personal one.The Core product is an outstanding product, personally I stand behind it 100%. Hopefully you will return to Core at some point in the near term. Please remember..no product is without its initial issues. Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos1 Stats

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

 @Gayathri_R is aware of my issues, has the log files and is working the issue.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

I understand what BobA546 is going through, I’ve had same thoughts & considered it myself, but I KNOW Norton will fix this, soon I hope!
Jim The Greek
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Mine still drops Internet every two or three days with the current firmware and app. I opened the app after I reset the Core, shook the Core a couple of times but nothing came up either time, so I do not know if any logs were sent either time.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Hi @Confused11111,

Could you send me your Norton Core serial number through a private message please? I can verify if you've sent logs. Thanks. 

-Gayathri

Gayathri R | Norton Forums Global Community Administrator | Symantec Corporation
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Same issue here. Have Netgear c7000 Modem / router, ISP - Spectrum. Changed configuration to modem only. 
Worked ok for one month. Since Oct. 7 Last 7-8 days almost all nights connect with ISP( Spectrum) gets disconnected. Around morning 9:00 AM it is gets restored automatically. ISP is forcing me to buy their Modem / Router sighting issue with router.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

@Confused11111, To send logs shake your cell phone (not the core router) while running the core app on the cell phone and a message will pop-up to report a problem. Logs will be sent when you submit your problem statement. I don,t think shaking the core router will do anything except possibly relieve your frustrations, which could be an important step in dealing with this problem?

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

That works. I guess I misunderstood. Actually shaking the Core and not getting any log increases the frustration.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

There has been no response to this problem, even though it has been posted several times and responded to by many people that they too have the problem over the last several weeks. Some kind of answer at this point is in order. Are they working on a fix for the next firmware update, are they stumped, or does hardware not allow a fix? It is one of the above. An answer to this would be most helpful.

Does it sound like I am getting tired of unplugging my Core every few days? Yes I am, and I need to know what my options are.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Hi @Confused11111 - The team is working on this issue. I don't know any more than that, so I can't provide a time frame. Sorry.   Perhaps one of the other employees who have been posting on the board has more information. 

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Hello team,

I do not know what has changed if anything. All my settings, hardware, firmware, connected devices, and usage habits remain the same, and the Norton CORE router has been running rock solid with no problems for more than 1 week! It appears to be working as advertised, with no loss of service to my ISP broadband modem. I hope others have found that their Cores are running reliably now too! Thanks for all the support! I am setting this thread as solved!

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Kocojim select the post that best fits the solution and mark it as the solution. Since you are the original poster you can do that. Don't hesitate to post again if you have an issue needing attention.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Accepted Solution
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

The Core Router is running the latest firmware 171009_193 and is configured with all the Norton recommended settings. I have a security score of 500. Everything runs very well with no issues.
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

After 2 weeks it just failed again! Disappointing. Bad news is it failed on the wife while I am at work. Notification and log sent

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Sorry for the inconvenience. We will analyze the logs, and let you know when we have updates. Thanks for the logs, Kocojim.

-Gayathri

Gayathri R | Norton Forums Global Community Administrator | Symantec Corporation
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Kocojim Have you gotten the latest firmware version 202 and does it correct the drops? Thanks in advance.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Yes, latest firmware 202 installed automatically several days ago. Good so far, but I need to give it more than 2 weeks of runtime. Been fooled too many times before thinking it was fixed. I will post status updates when they occur. Thanks for your concern!
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

I don’t know about you all, but mine has been running for about a month w/o fault for apx. a month! I’m loving it! I’m currently at 202, app at 1.23 on iPhone.

Jim The Greek
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Changed ISP from Spectrum (Time Warner) to Frontier FIOS in Texas. The Core is directly hooked into ethernet cable from wall. Last one week no disruptions.

Norton Team,

       Update to user guide is required for connecting core to Ethernet cable from FIOS.

Accepted Solution
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Status update! Everything has been running great. All Norton defaults set, Security score at 500. Latest firmware (202) installed 11/7/2017. All three hardwired ethernet ports are connected and in use. Wifi connected to more than 12 devices. My iMac's Wi-Fi accidently got turned back on after a OS upgrade to "High Sierra" this week and even with it direct connected to Norton Core via a hard wired LAN port, there seems to be no conflicts and the Core stays rock solid and on-line with the ISP ethernet link! Looks like 202 did the trick for me! Thank you team!

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

My Core has not improved.  Drops every 24 to 36 hours.  I shake and send each time.  

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

After 207 firmware  installed on Nov 22. it just failed again. Same symptoms as always, losing WAN link to cable modem only!

 

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Hi,

Could you please trigger logs, if the issue recurs? Thank you. 

-Gayathri

Gayathri R | Norton Forums Global Community Administrator | Symantec Corporation
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Kocojim, try new update... https://community.norton.com/en/comment/7733231#comment-7733231 Hopefully it becomes more stable for you!
Jim The Greek
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

After 213 firmware installed on Dec 2 it failed again twice. Same symptoms as always, losing WAN link to cable modem only!

Incident log #7 sent.
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Me too. Connection drops and ring goes amber several times a week. Never a problem with old router.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

This morning I received an email from Norton's marketing praising the Core and that Norton has listened to it's customers and rolling out new features for Core.  Well that set me off big time.  Obviously Customer Service is not talking to Marketing and our concerns and complaints are not being heard by Corporate.  

It's time to complain loudly to Norton Corporate and on Norton's social media.   Norton Customer communication is wholly inadequate.  Am sending the following to Norton's press, investor relations, Norton Facebook and Messenger.  

Norton Press Relations:

I am writing to alert you to some potentially very negative press and social media commentary about the Norton Core product and how Norton is mis-handling a serious public relations issue. 

A very large number of users are experiencing numerous "dropped internet connections" while using the Core.  

The complaints on the Norton Core Forum are not isolated nor insignificant, and have been piling up since early September with many people reporting no significant solutions.  

Many of the users, including me, are expressing extreme frustration with Norton’s handling by not adequately communicating with its customers about what’s being done to fix the issue.  Engineers are collecting feedback but there has been no official communication with customers other than firmware updates and no other explanations.  

Users who have stood by waiting for improvements to the product are now trying to return their Core product, only to be told their return periods are expired.  

Norton Customer Service is not adequately handling the situation.

Complaints are becoming louder and likely to reach an organized level of social media and to tech news.  

I suggest Norton issue a statement to users about what’s being done to fix the issue and restore customer confidence that the issue will be resolved, soon.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

I felt the same when I got that BS & I said same, listening to customers? REALLY? Well said jayarr7! I second that! PS: I would return mine too, but now I’m scared, I see all the “stuff” it blocks, wow!
Jim The Greek
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

I think we all want this router to work.  We all like the concept.  It's just that Norton Customer Service is doing a very poor job communicating cuz I don't think they want other users or a larger public to know about what the frustrations are with the current product.  And Norton is probably staying silent because if there is a reason to recall because of a hardware fix, they will want to limit the public exposure.  Well, I encourage you to vent frustrations on the Norton Facebook page, as well as here.  

Kudos1 Stats

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

This morning I received an email from Norton's marketing praising the Core and that Norton has listened to it's customers and rolling out new features for Core.  Well that set me off big time.  Obviously Customer Service is not talking to Marketing and our concerns and complaints are not being heard by Corporate.  

It's time to complain loudly to Norton Corporate and on Norton's social media.   Norton Customer communication is wholly inadequate.  Am sending the following to Norton's press, investor relations, Norton Facebook and Messenger.  

Norton Press Relations:

I am writing to alert you to some potentially very negative press and social media commentary about the Norton Core product and how Norton is mis-handling a serious public relations issue. 

A very large number of users are experiencing numerous "dropped internet connections" while using the Core.  

The complaints on the Norton Core Forum are not isolated nor insignificant, and have been piling up since early September with many people reporting no significant solutions.  

Many of the users, including me, are expressing extreme frustration with Norton’s handling by not adequately communicating with its customers about what’s being done to fix the issue.  Engineers are collecting feedback but there has been no official communication with customers other than firmware updates and no other explanations.  

Users who have stood by waiting for improvements to the product are now trying to return their Core product, only to be told their return periods are expired.  

Norton Customer Service is not adequately handling the situation.

Complaints are becoming louder and likely to reach an organized level of social media and to tech news.  

I suggest Norton issue a statement to users about what’s being done to fix the issue and restore customer confidence that the issue will be resolved, soon.

This thread is closed from further comment. Please visit the forum to start a new thread.