Hey All - I get disconnected from the internet (sometimes multiple times) daily and have noticed that if go to Home > Internet > Test OR Advanced Home > Connection Status > Renew, I will generally get internet connection back almost immediately. I always stay connected to WiFi and will even refresh the Router home pages a few times to see if it tells me I'm not getting an IP (Frontier), but the IP (and status page) are good, yet no internet unless I do one of the above. I've had this problem for a while now and kept hoping that FW updates were going to resolve it, but have seen at least three updates and the problem persists. As you other 'Home Network Customer Service Managers' (aka dads or moms) know, I get to hear all the family member's complaints every time this happens and how our internet sucks. I've been babysitting this thing long enough and am ready to either find the root cause or roll back to my previous router. Thanks in advance for your assistance! ### What Firmware is currently loaded? V2.3.1.60 What is the Mfr and model# of the ISP modem the router is connected too? zyxel hla 3000 (Frontier FiOS) Is the Orbi system operating in Router or AP mode? router How many satellites do you have? 1 What is the size of your home? Sq Ft? 3100 What is the distance between the router and satellite(s)? approx 40' - 50' What channels are you using? 2.4 = tried 1, 2, 3 and 5 = 48 Any Wifi Neighbors near by? currently see 2 others, but think that can be up to 5?

Christian_R, This is the same issue that I reported earlier and I got a debuging software from you to test. I solved my issue by reducing the lease time in Orbi, so I did not try the debugging software.user_error has a short ISP lease time (30 min) and therefore it seems that further reducing the Orbi lease time does not solve the issue, he's seeing improvements but the problem is still there. Is it ok to forward the debugging software and instructions to him?

Hi user_error We are looking into this issue and need debug logs for analysis. Please check your inbox for the debug instruction. Regards, Blanca Community Team

Netgear support went above and beyond trying to resolve this for me, including a remote session, but were never able to fix the problem... I always suspected it could be on Frontier's end, but my previous router didn't experience such frequent outages. I would bet you can isolate this to Frontier as well... Most likely your ONT is bad - there's a certain ONT that was recalled, but it seems Frontier elected to wait and see who was affected. I'd call Frontier support contact Frontier Support (via Twitter or FB - see link) and tell them the issue (I'm sure you've probably done this), but if you have that particular ONT then they should replace it. Unfortunately, I don't have the model for you to reference, but there's a thread on DSL Reports about this where you might dig up the specific model(s) and recommendations on how to approach support. Good luck!

I thought I would provide an update on my issues (frequent internet disconnection that forced me to "release/renew" in order to re-establish service). We recently moved into a new home, 1 mile away from our old one. Same ISP (Frontier), same ORBI equipment. The problem is now solved. It appeared to be the ONT in the old house that was outdated and needed to be replaced. The new Frontier install came with the latest equipment in the garage and what's more, the tech stated that he was familiar with the issue at that he had heard the complaint before, and replacing the ONT solved the issue. So there you have it. We've been in the new house now for about 10 days and not one disconnect. In the old house, I'd have had 2 or 3 a day. I hope this helps.

As an update, went with a new router - not Netgear. After install, not one single disconnect. At all. As a respect to Netgear and this forum, I'll not name it. If you want the name, PM me.

Internet Connection Drops - Re-Enabled by Testing or Renewing Ip

39 Replies

plemans
Guru
May 16, 2019

What is the Mfr and model# of the ISP modem the router is connected too?

zyxel hla 3000 (Frontier FiOS)

The zyxel HLA3000 is (i believe, I don't have one) and ethernet coax bridge device. What router/modem is connected to the other end of it?
- ekhalil
  Master
  May 16, 2019
  Please try reducing the lease request time and see if that will give you an improvement:
  
  From browser go to the router's debug page (http://192.168.1.1/debug.htm). Use your router's IP address or http://orbilogin.com/debug.htm
  
  Enter admin as user name and your router’s management password
  
  Tick "Enable Telnet" option
  
  Use Telnet from a computer attached to Orbi to connect to your Router telnet 192.168.1.1 and enter admin and the same password as above
  
  Enter the following commands:
  
  root@RBR50:/# config get wan_lease — Should give you --> 86400which means 24 hours
  
  root@RBR50:/# config set wan_lease=1800
  
  root@RBR50:/# config commit
  - user_error
    Tutor
    May 16, 2019
    Thank you - I've set the config per your recommendation and will post an update later.
    
    ekhalil wrote:
    
    Please try reducing the lease request time and see if that will give you an improvement:
    
    From browser go to the router's debug page (http://192.168.1.1/debug.htm). Use your router's IP address or http://orbilogin.com/debug.htm
    
    Enter admin as user name and your router’s management password
    
    Tick "Enable Telnet" option
    
    Use Telnet from a computer attached to Orbi to connect to your Router telnet 192.168.1.1 and enter admin and the same password as above
    
    Enter the following commands:
    
    root@RBR50:/# config get wan_lease — Should give you --> 86400which means 24 hours
    
    root@RBR50:/# config set wan_lease=1800
    
    root@RBR50:/# config commit
- user_error
  Tutor
  May 16, 2019
  Thanks for the reply - that zyxel hardware is connected via coax to an ONT (Optical Network Terminal?) which appears to be an Arris ONT1000-PS1-2G-SFU, Rev A, FW Rev B.
FURRYe38
Guru
Oct 29, 2019
user_error wrote:
Hey All - I get disconnected from the internet (sometimes multiple times) daily and have noticed that if go to Home > Internet > Test OR Advanced Home > Connection Status > Renew, I will generally get internet connection back almost immediately. I always stay connected to WiFi and will even refresh the Router home pages a few times to see if it tells me I'm not getting an IP (Frontier), but the IP (and status page) are good, yet no internet unless I do one of the above.

I've had this problem for a while now and kept hoping that FW updates were going to resolve it, but have seen at least three updates and the problem persists. As you other 'Home Network Customer Service Managers' (aka dads or moms) know, I get to hear all the family member's complaints every time this happens and how our internet sucks. I've been babysitting this thing long enough and am ready to either find the root cause or roll back to my previous router.

Thanks in advance for your assistance!

###
What Firmware is currently loaded?
V2.3.1.60
Has a factory reset and setup from scratch been performed since last FW update? Power OFF The ISP modem for 30 seconds then back on then walk thru the setup wizard after doing a factory reset?

What is the Mfr and model# of the ISP modem the router is connected too?
zyxel hla 3000 (Frontier FiOS)
I presume no built in router with this unit?
Swap out LAN cable between the FIOS unit and RBR?

Is the Orbi system operating in Router or AP mode?
router

How many satellites do you have?
1

What is the size of your home? Sq Ft?
3100

What is the distance between the router and satellite(s)?
approx 40' - 50'

What channels are you using?
2.4 = tried 1, 2, 3 and 5 = 48
Channels 1, 6 and 11 are only recommended channels to use on 2.4Ghz.

Any Wifi Neighbors near by?
currently see 2 others, but think that can be up to 5?
Does both wireless and wired connection loose access to the internet when this happens?
- Ghost71
  Guide
  Nov 18, 2019
  I thought I would provide an update on my issues (frequent internet disconnection that forced me to "release/renew" in order to re-establish service).
  
  We recently moved into a new home, 1 mile away from our old one. Same ISP (Frontier), same ORBI equipment. The problem is now solved. It appeared to be the ONT in the old house that was outdated and needed to be replaced. The new Frontier install came with the latest equipment in the garage and what's more, the tech stated that he was familiar with the issue at that he had heard the complaint before, and replacing the ONT solved the issue.
  
  So there you have it. We've been in the new house now for about 10 days and not one disconnect. In the old house, I'd have had 2 or 3 a day.
  
  I hope this helps.
  - FURRYe38
    Guru
    Nov 18, 2019
    Glad they were able to figure it out. Thanks for letting us know the experiences.
    Ghost71 wrote:
    I thought I would provide an update on my issues (frequent internet disconnection that forced me to "release/renew" in order to re-establish service).
    
    We recently moved into a new home, 1 mile away from our old one. Same ISP (Frontier), same ORBI equipment. The problem is now solved. It appeared to be the ONT in the old house that was outdated and needed to be replaced. The new Frontier install came with the latest equipment in the garage and what's more, the tech stated that he was familiar with the issue at that he had heard the complaint before, and replacing the ONT solved the issue.
    
    So there you have it. We've been in the new house now for about 10 days and not one disconnect. In the old house, I'd have had 2 or 3 a day.
    
    I hope this helps.
jini55
Aspirant
Feb 29, 2020
user_error wrote:
Hey All - I get disconnected from the internet (sometimes multiple times) daily and have noticed that if go to Home > Internet > Test OR Advanced Home > Connection Status > Renew, I will generally get internet connection back almost immediately. I always stay connected to WiFi and will even refresh the Router home pages a few times to see if it tells me I'm not getting an IP (Frontier), but the IP (and status page) are good, yet no internet unless I do one of the above.

I've had this problem for a while now and kept hoping that FW updates were going to resolve it, but have seen at least three updates and the problem persists. As you other 'Home Network Customer Service Managers' (aka dads or moms) know, I get to hear all the family member's complaints every time this happens and how our internet sucks. I've been babysitting this thing long enough and am ready to either find the root cause or roll back to my previous router.

Thanks in advance for your assistance!

###
What Firmware is currently loaded?
V2.3.1.60

What is the Mfr and model# of the ISP modem the router is connected too?
zyxel hla 3000 (Frontier FiOS)

Is the Orbi system operating in Router or AP mode?
router

How many satellites do you have?
1

What is the size of your home? Sq Ft?
3100

What is the distance between the router and satellite(s)?
approx 40' - 50'

What channels are you using?
2.4 = tried 1, 2, 3 and 5 = 48

Any Wifi Neighbors near by?
currently see 2 others, but think that can be up to 5? aboutallpet
I also need this help. any solution
- jini55
  Aspirant
  Feb 29, 2020
  jini55 wrote:
  user_error
  
  I've had this problem for a while now and kept hoping that FW updates were going to resolve it, but have seen at least three updates and the problem persists. As you other 'Home Network Customer Service Managers' (aka dads or moms) know, I get to hear all the family member's complaints every time this happens and how our internet sucks. I've been babysitting this thing long enough and am ready to either find the root cause or roll back to my previous router.
  
  Thanks in advance for your assistance!
  
  ###
  What Firmware is currently loaded?
  V2.3.1.60
  
  What is the Mfr and model# of the ISP modem the router is connected too?
  zyxel hla 3000 (Frontier FiOS)
  
  Is the Orbi system operating in Router or AP mode?
  router
  
  How many satellites do you have?
  1
  
  What is the size of your home? Sq Ft?
  3100
  
  What is the distance between the router and satellite(s)?
  approx 40' - 50'
  
  What channels are you using?
  2.4 = tried 1, 2, 3 and 5 = 48
  
  Any Wifi Neighbors near by?
  currently see 2 others, but think that can be up to 5? aboutallpet
  I also need this help. any solution
  
  Every help is appreciated
  - FURRYe38
    Guru
    Feb 29, 2020
    What Firmware is currently loaded?
    What is the Mfr and model# of the ISP modem the NG router is connected too?
    Is the Orbi system operating in Router or AP mode?
    
    jini55 wrote:
    Every help is appreciated

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Internet Connection Drops - Re-Enabled by Testing or Renewing Ip