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Dropping internet daily
Hoping someone can help me with the situation that just started a few days ago. I've been running the Orbi AX6000 (RBK852) since Jan '21 with little to no issue until this past week. My firmware is on V4.6.9.11, and I've had the app check for updates but it says I'm on the most current. I do have the one satellite that came with the system installed as I needed a wired connection in a different room, otherwise I wouldn't as it is overkill for my environment. Starting about 4 days ago, I have been losing internet connection 2-5 times a day. I've had my ISP (cox cable) check the account and everything on their end, it all seems to be ok from what they can see. The modem I have my Orbi connected to is a Netgear CM1200 that was purchased at the same time as my Orbi system. When the internet drops, the modem still shows connection. I end up rebooting the Orbi and within a few minutes I have internet again. Can anyone help me figure out what's going on? I'd hate to think I spent all this money and it only lasted ~2 years. I work from home so these drops in connection are beginning to become an issue. Thanks for any assistance
5 Replies
Does the front LED turn PINK on the RBR or RBS when this happens?
When you added the other RBS, did you update it to same version of FW as whats on the RBR?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 wirelessly connected.
https://kb.netgear.com/31029/Where-should-I-place-my-Orbi-satellite 🛰️Are the RBS wireless or wire connected to the RBR?
What channels are you using? Auto? Try Auto and 48 on 5Ghz. Or try setting manual channel 1, 6 or 11 on 2.4Ghz and 40 to 48 channel on 5Ghz.
Any Wifi Neighbors near by? If so, how many?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? A complete pull of the power adapters for a period of time after the factory reset then walk thru the setup wizard and setup from scratch. Recommend setting the default DHCP IP address pool range to the following after applying and a factory reset: 192.168.#.100 to 192.168.#.200.
I would power OFF the ISP modem for 1 minute. Factory reset the Orbi router and power it off. Power ON the ISP modem and let it sync. Then power ON the Orbi router and walk thru the setup wizard again using a wired PC and a web browser.
Press the back reset button for 15 seconds then release.Yes, the front LED turns pink on the RBR. I have not noticed this on the RBS. I'm not sure how to check the version of the satellite but I'll poke around and find out. I brought this setup from my previous home (~2800 sqft) to an apartment (~1100 sqft). I know it's overkill but I'd only have the RBR, but I needed a wired connection for a computer in another room so I powered up the satellite and ran a cable to the ethernet port on the back of it. The RBS is wirelessly connected to the RBR. As for wireless settings, I'm on Auto (2.4) and 48 (5). There are many wifi networks in the building. I'll try that sequence you mention next time as you recommend to see if any improvements are seen. No, I have not performed a factory reset yet of the router. Not opposed to it, just haven't tried this yet. Thanks for the reply!
berxleben wrote:
I've had my ISP (cox cable) check the account and everything on their end, it all seems to be ok from what they can see.
When a system has worked for 22 months and now drops the internet connection several times per day, something has changed.
There have been a number of posts on the forum describing physical issues with the cable service drop (break in the cable insulation, bad coax connector, etc.) When the ISP service tech repaired the feed, no more problems!
It might be useful to check the CM1200 log. See page 18 of the CM1200 User Manual:
https://www.downloads.netgear.com/files/GDC/CM1200/CM1200_UM_EN.pdf
It also might be worth checking the Orbi router log before rebooting the router. (Rebooting erases the log file.)
That is done using the Orbi web browser interface (http://orbilogin.net ) Login with the administrative credentials, "admin" and the router password (not the WiFi or the Orbi 'app' password). The log is found on the Advanced Tab, Administration Menu.
New firmware for the 850 series just came out this week:
https://www.netgear.com/support/product/rbk852.aspx#download
There seems to be a regular pattern that the Firmware Update mechanism in the Orbi app or the Orbi web browser interface do not recognize new firmware immediately. There is a general feeling that Netgear deliberately waits for "early adopters" to discover new firmware, install it, and report their experience.
The ISP didn't seem overly concerned so sending a tech out wasn't in the cards at the time. I figured I'd go through troubleshooting on the router first and try to eliminate it as a reason. Then get Cox back on the line and get them out here. I haven't looked at the logging on the CM1200 but will, thanks for the link. I will also grab the logs from the router before reboot if possible, I didn't know where they were so I'll be sure to look first. Good to know on the firmware, I didn't know a new one had come out. Thanks for the reply!
Please post a copy and paste of the modems connection status and event log page.
https://kb.netgear.com/30007/How-do-I-obtain-the-cable-connection-information-from-a-NETGEAR-cable-modem-modem-router
https://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-modem-routerBe sure your using a good quality LAN cable between the modem and router. CAT6 is recommended.
Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly.
Be sure there are no coax cable line splitters in the between the modem and ISP service box.
Be sure your using good quality RG6 coax cable up to the modem.
Start with removing any amplifiers, signal attenuators, or splitters from the coax.
From there check the line for kinks, damage, moisture in the line.
Check the connectors for improperly made ends, foil touching the copper coax line, loose connections, bad/old/cheap connectors, or corroded connections. Replace them if you do.
Be sure to power OFF the modem for 1 minute then back ON.
https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Modems/m-p/1530376#M12853
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html
