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Orbi WiFi 7 RBE973
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Intermittent connectivity/latency spikes/disconnects

Kappo_84
Tutor

Intermittent connectivity/latency spikes/disconnects

Recently upgraded to a new mesh - orbi 972 - to replace an “aging” 850 series. I was excited to pump enhanced 6E around the home as well as the (on paper) stronger wireless backhaul setup. Sadly my experience has been pretty poor so far for a £1500 system.

First the positives:

- speed is pretty mega when you are close to the router. I have a 1 gig fibre connection and getting exactly this over WiFi.
- range and speeds around the house do seem vastly improved. On my 850 I’d get 200 ish from satellite, now I get 700.

Now the downsides:

- random latency spikes when doing pretty much anything, maybe every 10-15 mins? It’s quite random. Typically when connected to satellite but also observed from router.
- device disconnections happen randomly and for no reason.
- ping-pong between satellite and router seems a lot worse than the 850 when roaming the house.
- latency when testing over WiFi from router (stood next to it) is worse on the 970 vs 850 by the tune of 5-7ms which is unexpected?

I’m on the latest firmware 9.12.2.1 on both and have identical setup from before with the 850. Both units in the same place, connected wirelessly. Router wired into ISP modem on high quality cat6 with modem on a 2.5g port/router 10g port. Same number of connected devices etc. Was literally a drop in place with change of SSID. Only other settings I’ve changed is disabling the iot and guest WiFi as not needed.

House is approx 200 sqm and router is ground floor and satellite on first floor, almost opposite ends to provide coverage across 3 floors. Router and satellite report “good” connection with 5+6 ghz shown.

I’ve tried hard resets and reboots and factory resets and all that. No real change observed. Wife is now complaining that even she feels it’s far worse than before (and she’s in no way technical).

I know this is a relatively new and expensive system so maybe not much uptake but are others facing these issues? I know home setup/building materials etc make every setup unique but shocked it’s worse than the previous much older system in terms of reliability.
Message 1 of 24
FURRYe38
Guru

Re: Intermittent connectivity/latency spikes/disconnects

What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?

 

What is the size of your home? Sq Ft?
What is the distance between the router 📡 and satellite(s)🛰️? 30 feet or more is recommended in between RBR 📡 and RBS 🛰️ to begin with depending upon building materials when wired or wirelessly connected.
https://kb.netgear.com/31029/Where-should-I-place-my-Orbi-satellite ‌‌🛰

 

Does this happen with the RBS turned OFF? 
Does this happen with both wireless and wired devices? 
What channel configurations are currently set on the router? 

 

What devices are you connecting to the system? 

Be sure to disable any MAC Address randomizers on phones and pads while at home:
https://community.netgear.com/t5/Orbi-App/NETGEAR-Mobile-Applications-and-Apple-Devices-FAQ/td-p/222...

 

Is the RBS showing 5+6Ghz in the RBRs web page under Connected Devices? 

 

Try disabling the following and see:
Armor, Smart Parental Controls or Traffic Meter.

 

 

Message 2 of 24
Kappo_84
Tutor

Re: Intermittent connectivity/latency spikes/disconnects

Thanks, answered pretty much all of the info in the initial post. To confirm/add:

- ISP is virgin media in the UK, using a super hub 5.
- router/satellite are ~30ft apart but have experimented and no change.
- not experienced any issues wired.

No other changes with devices which were all working perfectly fine on the 850 system.

I’ve tried disabling armour (as it’s useless anyway) to see if that helps.
Message 3 of 24
FURRYe38
Guru

Re: Intermittent connectivity/latency spikes/disconnects

Is the modem you have in modem mode or router mode? 

Your ISP Modem already has a built in router and wifi. This would be a double NAT (two router) condition which isn't recommended. https://kb.netgear.com/30186/What-is-Double-NAT
https://kb.netgear.com/30187/How-to-fix-issues-with-Double-NAT
Couple of options,
1. Configure the modem for transparent bridge or modem only mode. Then use the Orbi router in router mode. You'll need to contact the ISP for help and information in regards to the modem being bridged correctly.
2. If you can't bridge the modem, disable ALL wifi radios on the modem, configure the modems DMZ/ExposedHost or IP Pass-Through for the IP address the Orbi router gets from the modem. Then you can use the Orbi router in Router mode.
3. Or disable all wifi radios on the modem and connect the Orbi router to the modem, configure AP mode on the Orbi router. https://kb.netgear.com/31218/How-do-I-configure-my-Orbi-router-to-act-as-an-access-point and https://www.youtube.com/watch?v=H7LOcJ8GdDo&app=desktop

 

 

Does this happen with the RBS turned OFF?
What channel configurations are currently set on the router?

 

What devices are you connecting to the system?

Be sure to disable any MAC Address randomizers on phones and pads while at home:

https://community.netgear.com/t5/Orbi-App/NETGEAR-Mobile-Applications-and-Apple-Devices-FAQ/td-p/222...

 

Is the RBS showing 5+6Ghz in the RBRs web page under Connected Devices?

Message 4 of 24
Kappo_84
Tutor

Re: Intermittent connectivity/latency spikes/disconnects

Thanks - yes ISP router is in modem mode, as it was with previous set up. No double NAT, no conflicting WiFi etc.

Satellite is showing 5+6 ghz connection with “good” displayed on the device page.

No MAC randomizers enabled. Devices used are a huge mixture - iPhones/ipads/macs/tvs/peloton/ps5/laptops etc. No issues previously.

Channel configurations all left on default except 5ghz which is on 48 (vs default 40). Can set this back to test if helpful.

Will try and test with satellite off - hard with some areas as WiFi doesn’t cover whole house (eg home office).

Message 5 of 24
FURRYe38
Guru

Re: Intermittent connectivity/latency spikes/disconnects

Can you see if any Wi-Fi neighbors are near by your home and if there using same channels as the Orbi system is? 

If channel 40 isn't being used or maybe one or two others that are far away distance wise, try channel 40. 

 

Has a factory reset and setup from scratch been performed since last FW update?

 

@Straq 

Message 6 of 24
Kappo_84
Tutor

Re: Intermittent connectivity/latency spikes/disconnects

Most nearby networks are either 2.4ghz on channel 1/9/11 and on 5ghz channel 36. I can try putting back to 40.

Factory reset has been done since fw update, with satellite done first and then router as per guides here.
Message 7 of 24
Kappo_84
Tutor

Re: Intermittent connectivity/latency spikes/disconnects

Does base station orientation matter for the 970? I know previously angling helped, I think these are don’t need that? Or should I try to “aim” them at each other?

I’m seeing random WiFi disconnects across today also on the main router (eg smart tv which is only a few ft away) and a few connected appliances which are constantly disconnecting randomly.
Message 8 of 24
FURRYe38
Guru

Re: Intermittent connectivity/latency spikes/disconnects

Orbi is omni directional from what I know. Shouldn't need any pointing at each other. You can try of course turning each slightly I guess and see. 

 

Can you post a screen capture of the RBRs web page by selecting the Advanced Tab, then Show Stats. Then post a screen capture of the debug page from the RBRs IP address/debug.htm. Please include this page from the RBS as well. 

 

 

Message 9 of 24
Kappo_84
Tutor

Re: Intermittent connectivity/latency spikes/disconnects

 
Message 10 of 24
Kappo_84
Tutor

Re: Intermittent connectivity/latency spikes/disconnects

 
Message 11 of 24
Kappo_84
Tutor

Re: Intermittent connectivity/latency spikes/disconnects

Here you go. Had a few iPhone disconnects whilst trying to get these. Very frustrating.
Message 12 of 24
FURRYe38
Guru

Re: Intermittent connectivity/latency spikes/disconnects

Ok, I don't see any odd CPU or memory issues. Uptime is same across the two units. 

I would open up a support ticked with NG support and ask for help on this one. We've seen some users with RBRs not working well out of the box and no matter the FW, didn't fix, however an RMA did so you may have a faulty system. I'd reference this thread as well.

 

https://my.netgear.com/support/contact.aspx
https://www.netgear.com/support/contact.aspx
Then clicking on "Get answers about NETGEAR products before I buy" then clicking on "Networking for Home" then "Chat with us".

Message 13 of 24
Kappo_84
Tutor

Re: Intermittent connectivity/latency spikes/disconnects

Thanks for the help. I raised a chat request and the agents asked me to change some channels (6 and 44) and “wait and see”. For a £1500 product not sure that should be the approach but hey ho, I guess I’ll wait and see.
Message 14 of 24
FURRYe38
Guru

Re: Intermittent connectivity/latency spikes/disconnects

Ya I agree. Let us know how it goes. 

Message 15 of 24
Straq
NETGEAR Expert

Re: Intermittent connectivity/latency spikes/disconnects

Whats your iPhone model? Please list if its a pro model or not. 

Which clients are you getting the most disconnects? 

 

I have also messaged you privately asking for more details

Message 16 of 24
Kappo_84
Tutor

Re: Intermittent connectivity/latency spikes/disconnects

iPhone pro 15 and my wife has an iPhone pro 13. Wife has an iPad Air also which seems to be suffering from latency and connection issues but my iPhone I’m seeing drop out the most.
Message 17 of 24
FURRYe38
Guru

Re: Intermittent connectivity/latency spikes/disconnects

Any progress on this? 


@Kappo_84 wrote:
Recently upgraded to a new mesh - orbi 972 - to replace an “aging” 850 series. I was excited to pump enhanced 6E around the home as well as the (on paper) stronger wireless backhaul setup. Sadly my experience has been pretty poor so far for a £1500 system.

First the positives:

- speed is pretty mega when you are close to the router. I have a 1 gig fibre connection and getting exactly this over WiFi.
- range and speeds around the house do seem vastly improved. On my 850 I’d get 200 ish from satellite, now I get 700.

Now the downsides:

- random latency spikes when doing pretty much anything, maybe every 10-15 mins? It’s quite random. Typically when connected to satellite but also observed from router.
- device disconnections happen randomly and for no reason.
- ping-pong between satellite and router seems a lot worse than the 850 when roaming the house.
- latency when testing over WiFi from router (stood next to it) is worse on the 970 vs 850 by the tune of 5-7ms which is unexpected?

I’m on the latest firmware 9.12.2.1 on both and have identical setup from before with the 850. Both units in the same place, connected wirelessly. Router wired into ISP modem on high quality cat6 with modem on a 2.5g port/router 10g port. Same number of connected devices etc. Was literally a drop in place with change of SSID. Only other settings I’ve changed is disabling the iot and guest WiFi as not needed.

House is approx 200 sqm and router is ground floor and satellite on first floor, almost opposite ends to provide coverage across 3 floors. Router and satellite report “good” connection with 5+6 ghz shown.

I’ve tried hard resets and reboots and factory resets and all that. No real change observed. Wife is now complaining that even she feels it’s far worse than before (and she’s in no way technical).

I know this is a relatively new and expensive system so maybe not much uptake but are others facing these issues? I know home setup/building materials etc make every setup unique but shocked it’s worse than the previous much older system in terms of reliability.

 

Message 18 of 24
Kappo_84
Tutor

Re: Intermittent connectivity/latency spikes/disconnects

No resolution yet however I’ve been informed there’s a new fw coming soon which should resolve some (all?) of the issues. It’s in qa apparently.
Message 19 of 24
FURRYe38
Guru

Re: Intermittent connectivity/latency spikes/disconnects

Kewl. Will be waiting for it as well. 

Message 20 of 24
Kappo_84
Tutor

Re: Intermittent connectivity/latency spikes/disconnects

Thought I’d report back on this after a few weeks of testing the new firmware. I’ve seen some improvement to overall device connection stability however still experiencing latency spikes between router and satellite. It’s annoying and no amount of moving/replacing seems to help. It’s most pronounced when using real time video apps - so video conferencing, console streaming etc. There’s a latency spike intermittently and randomly, eg on google meet avg latency is 17-22ms consistently then spikes to 500-1000ms for a few seconds then settles back again. Only happens when connected to satellite. Same happens when say using a ps portal to steam from ps5 (which is hard wired). Doesn’t seem to matter which device - tested loads.

I otherwise have a rock solid connection between router and satellite with almost max speed from the ISP connection (1gbps). Never had this issue with my old 850 setup. Pretty frustrating with all these issues given the cost of these units.
Message 21 of 24
FURRYe38
Guru

Re: Intermittent connectivity/latency spikes/disconnects

I would update any support tickets or reach out to the Orbi eng that posted here about your continued observations.

@Straq 

Message 22 of 24
Kappo_84
Tutor

Re: Intermittent connectivity/latency spikes/disconnects

Have done so yep - no response as of yet.
Message 23 of 24
FURRYe38
Guru

Re: Intermittent connectivity/latency spikes/disconnects

👍

Message 24 of 24
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