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Jetfree's avatar
Jetfree
Aspirant
Oct 14, 2019

Orbi RBK40 Internet Disconnection Issue

Ever since the latest firmware update on my Orbi, I've been facing disconnection issue from internet even if the Wi-Fi connection is good. I see many posts on similar issue but none with a definite fi...
CrimpOn's avatar
CrimpOn
Guru - Experienced User
Oct 14, 2019

Oh, my.  Netgear Hotline?  Netgear provides telephone support for 90 days after purchase, and after that customers can purchase service contracts from GearHead: https://gearhead.netgear.com/  This is similar to Best Buy's Geek Squad, although one supposed they will have more expertise with Netgear products.

 

The Orbi web interface allows users to select which "Network Time Server" they want to use.  On the Advanced Tab, Navigate to Administration, NTP (stands for Network Time Protocol).  The key is that the user selects which "Time Zone" to use and whether Daylight Saving Time is observed.

 

Disconnection from the internet can be caused by a lot of things.  Can you please describe:

  • What is the Orbi router connected to?
    Brand and model?
  • Is the Orbi in router or Access Point mode?

Thanks

  • Jetfree's avatar
    Jetfree
    Aspirant
    Oct 14, 2019

    Hi, the timezone is correct. Daylight Saving was already selected even if not applicable.

    In any case, the date is indicating June 2019 which is outdated (even with the latest firmware installed).

     

    What is the Orbi router connected to? ONT Optical Modem
    Brand and model? Alcatel Lucent ONT. I don't know the model but picture is attached.

    Is the Orbi in router or Access Point mode? Router mode

     

    Thanks

    • Jetfree's avatar
      Jetfree
      Aspirant
      Oct 14, 2019
      Orbi connected Alcatel Lucent I-240G-D running on router mode.
    • FURRYe38's avatar
      FURRYe38
      Guru - Experienced User
      Oct 18, 2019

      Modem Combo Units:
      This would be a double NAT 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

      Jetfree wrote:

      Hi, the timezone is correct. Daylight Saving was already selected even if not applicable.

      In any case, the date is indicating June 2019 which is outdated (even with the latest firmware installed).

       

      What is the Orbi router connected to? ONT Optical Modem
      Brand and model? Alcatel Lucent ONT. I don't know the model but picture is attached.

      Is the Orbi in router or Access Point mode? Router mode

       

      Thanks

       

  • Jetfree's avatar
    Jetfree
    Aspirant
    Oct 17, 2019
    Hi, any advice?
    • Retired_Member's avatar
      Retired_Member
      Oct 17, 2019
      Jetfree wrote:
      Hi, any advice?

      what firmware do you have and how did you get it?

      • Jetfree's avatar
        Jetfree
        Aspirant
        Oct 17, 2019
        Sorry, I'm not able to check because my router cannot connect to internet anymore after the netgear helpdesk remotely changed my settings from router mode to access point mode. But I know I have the latest firmware downloaded through the web login. In fact, the helpdesk previously gave me instruction through chat channel to reinstall the firmware to resolve the problem but it did not help much.
  • Jetfree's avatar
    Jetfree
    Aspirant
    Oct 19, 2019
    Orbi connected Alcatel Lucent I-240G-D running on router mode.
    • michaelkenward's avatar
      michaelkenward
      Guru - Experienced User
      Oct 19, 2019

      So, you are running with two routers. You have already been advised that this is a bad idea.

       

      Two routers on your network can cause headaches. For example, you can end up with local address problems. Among other things, the other router can misdirect addresses that the Netgear router usually handles, such as routerlogin.net or the usual IP address for a router, 192.168.1.1.

      This explains some of the other drawbacks.

      What is Double NAT? | Answer | NETGEAR Support

      Unless you have specific reasons for using two routers – to create two separate networks for example – it is often easier to use just one router and then to set up the second router as a wifi access point. Netgear advises this, as does just about every site you will visit.

      It may be possible to put the modem/router into modem only (bridge) mode and then to use the second device as the router. Sometimes it is easier to put the second router into AP mode. But that has its own drawbacks:

      Disabled Features on the Router when set to AP Mode | Answer | NETGEAR Support

       

      In my case, I have put the Orbi into wireless access point mode.

       

       

      • Jetfree's avatar
        Jetfree
        Aspirant
        Oct 19, 2019
        I'm just perturbed why I never had this problem with my Asus AC87 router connected to this modem for the last 5yrs.