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Forum Discussion
RBR20 Internet drops after firware update
A few weeks ago I updated my RBR20 and satellites to the newest available firmware (2.7.4.24). Since then we lose our internet connection 4-5 times a day, but only for about 30seconds - 1.5minutes at a time. Enough to disrupt work.
I have checked with my ISP and ran through various tests and they have detected no issues on their end. They did say I can swap out the modem if I wanted to try that, but disconnecting the internet for 30min or so during the day when there are three people working from home is tough.
When we lose internet connection, it affects the one wired device as well as all wireless devices. I am still able to access the Orbi and check the status. During the connection issues the Internet status is showing as 'Detecting'.
I was thinking of trying to downgrade the firmware to the previous version (or is there a beta available?). Would downgrading be an issue?
Thanks!
9 Replies
What Firmware version is currently loaded?
What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?What CAT# lan cable are you using between the RBR and modem?
Has a power off for 1 minute then back ON with the ISP modem and router been performed since last update?
Be sure to restart your network in this sequence:
Turn off and unplug modem.
Turn off router and computers.
Plug in and turn on modem. Wait 2 minutes for it to connect.
Turn on the router and wait 2 minutes for it to connect.
Turn on computers and rest of network.Has a factory reset and setup from scratch been performed since last FW update?
Hello! Thank you for your reply (sorry for the delay in responding).
To answer your questions:
I am currently running firmware version: 2.7.4.24
The modem is an Arris TM1602A
Cable is a CAT 6
I have powered off the modem for over 1 minute and powered it back on since the last update (the ISP even had me do this an additional time when I was on the phone with them).
I had performed a restart in the sequence you suggested and it did not improve our issue.
I have not performed a factory reset and setup from scratch since the FW update. Is this recommended?
Thank you!
Hello Rookshaw,
Welcome to the NETGEAR Community!
Please perform a factory reset on your RBR20 using the recommended 30/30/30 reset method.
Best,
Kevin
Community TeamThank you for your responses.
Starting last Thursday (Aug 18th) we did not have any internet disruptions. I did not want to perform a factory reset if the issue was no longer present, so I held off. As of today we still do not have any internet disruptions.
If the issue reasserts itself, I will try a factory reset or replacing the modem.
- I’m facing the same issue of network disconnection. I rolled back to 2.6.x firmware and tried - same problem. Did a factory reset with a wired PC connection, however losing network information continuously. I’m unable to setup Orbi itself now. Any ideas?
- Update on the network drop issue. Tried factory reset - still saw network disconnection. Basically the router was dropping it’s IP address very frequently. As a last resort tried to use a different power adaptor. This time the IP address stuck, no network disconnection was noticed. Connected through wireless to the ORBI and went through the setup with no issues. During setup the firmware also got updated to the latest. The setup has been up and running for few hours now. So looks like the different power adaptor did the trick. Hope this helps someone too
