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Forum Discussion
Wifi dropping out - Do I need to update the software - How?
Dear All, I bought an Orbi AC3000 Tri-band WiFi Add-on Satellite(RBS50) in July '17, so it must by now be an old model. It has a network extender and one satellite. The extender is connected via wi...
It would help if you could double check a couple of things:
- The exact model numbers of the devices, from the product lable on the bottom.
One is likely to be "RBR50" (the "R" is for "Router") and
The other is likely to be "RBS50" (the "S" is for "Satellite") - How the RBR50 is connected to the Virgin Media router.
Orbi routers can be connected in only one way: using an ethernet cable from the WAN (yellow) jack on the router to the Virgin Media unit.
If there are areas in the house with poor WiFi coverage, another satellite is one solution.
Hi CrimpOn,
Thanks for your suggestions. I checked and I, indeed, have an RBR50 and an RBS50. You are absolutely right, that the RBR is connected to the Virgin router with an ethernet cable. I'd forgotten that because I've been synching it with an WPS button, which I thought was to do with Wifi. The RBS50 is connected to the RBR50 via Wifi, again synched using a WPS button.
I have spoken with Virgin who are sending out an engineer to see what's going on, on Monday. I'll let you all know the diagnosis and hopefully the solution!
Thanks again for your support!
Jeannet :-)
It is also helpful to know the exact model of Virgin Media device. Many (most?) of them are combination modem/router/WiFi devices.
Are there any devices connected directly to the Virgin box or to the Orbi with ethernet?
If so, what happens to them when the Orbi WiFi signal disappears?
How do you administer this Orbi?
- Not at all. Just plugged it in and are using the WiFi credentials printed on the product label (bottom)
- Using the Orbi 'app'
- Using the Orbi web interface (http://orbilogin.net)
One last question: the Orbi RBR50 is in "router" mode, correct? (not Access Point (AP) mode)
This issue may be very difficult to resolve, because it is not supposed to happen.
As long as the Orbi router has power, it should broadcast WiFi and devices should be able to connect. If the Virgin Media signal disappears, the Orbi should continue to function. (Without Internet, of course, but still blasting away the WiFi signal and letting devices connect.)
In addition to addressing the issue, at some point it may be useful to examine some other aspects of your setup.
(This is a lot like going to a mechanic because "my car stalls on the on-ramp". At some point, other issues will come up: do the tires have enough tread? Has the oil been changed recently? What about the air filter? Do the brake lights work? etc. etc. Those are valid questions, but probably not pertinent to the problem.)
Most users would elect to turn off WiFi from the Virgin Media box so that the Orbi will have one fewer WiFi signal to compete with. There are also specific situations which can be affected if the Orbi is in router mode and the Virgin box is also a router.
https://kb.netgear.com/30186/What-is-Double-NAT
Those are questions that do not appear to be relevant to the Orbi WiFi signal disappearing (and then reappearing).
Dear CrimpOn,
Thanks again for your suggestions.
The modem is a Virgin Hub 3.0 VMDG505/TG2492LG-VM.
The Virgin modem and Orbi router are connected to one another with an ethernet cable.
The TV in the lounge is connected to the Virgin Modem with an ethernet cable - I can't tell you what happens with that TV when the signal drops away, as we never really use the TV (though I need to keep it useable, as I rent out rooms to lodgers, and they might want to use it. (They all have their own TVs in their rooms, too). I do not have a TV contract with Virgin, though - just for landline and broadband.
I didn't realise I had to administer the Orbi and didn't know there is an Orbi interface - I thought you just plugged it in!
I have now paid for a service contract with Netgear, and someone remote-accessed my system this morning. They went into the Orbi web interface for me and established everything had been fully updated, and said the Firmware problem from the security upgrade earlier this year has been corrected (I have Router Firmware Version V2.7.3.22).
The agent did something to the Router (I didn't understand the explanation - maybe that is what you suggested about setting it to modem? I wouldn't know how to check that. She specifically said the Virgin box was a modem, though, when I mistakenly called it a router.). She said that if I still have problems, I should ring back and they will do a factory restore on both the router and the satellite and get the whole system up to date again.
She suggested getting a second satellite RBS50 to get rid of the black spot in one of the lodgers' rooms.
I was very impressed with the service they gave, and am hopeful things will get sorted. The Virgin engineer is due on Monday late afternoon, so by then I should know if the problem is resolved and can cancel them if it is. If not, they can eliminate any problem on the Virgin side. I have printed out your answer so I can show the Virgin guy, in case it helps them.
Thanks again, everyone, who has answered my question. You've been very helpful. Great to know you're out there!
Now I just need to find somewhere that sells a single RBS50, as Amazon says they're out of stock and googling I don't seem to be coming up with any! I hessitate to buy one second hand on Ebay, in case something dicey might be in there that could infect my system. :-)
Best, Jeannet :-)