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BK84's avatar
BK84
Aspirant
Jul 29, 2021

Intermittent connectivity issues, Orbi RBR750, AX4200

Bougth my Orbi RBR750 router and two satellites from Costco November 2020 and have not had a single issue with anything till several weeks ago.  I've gotten to my wits end on this situation and hope someone here can help me sort this out.  I have been getting intermittent connectivity for several weeks where the internet will drop out and then come back.  This can happen several times with one or two minute spacing for hours or I'll have hours of perfect internet before it happens again.  My modem never shows an issue with connection via its status LED lights, the Orbi will occassionally show no connection via the purple status light but not always (maybe the outage is too short).  When I call my ISP customer support, all they do is have me restart everything, say they show my modem online and well.  Part of the issue is the internet goes down and by the time I get a person on the phone its back up so there is no issue for them to diagnos, then the internet will go out again once I'm off the phone either minutes later or hours later.  My ISP won't acknoledge an issue with their service or my modem and says its the router.  I have the most up to date firmware installed and never loose my wifi signal to the router through any of this.  I've even replaced my ethernet cables with newest Cat8 ones for best speed from modem to router and router to other devices. 

 

Does anyone have suggestions to help narrow down what is causing the issue here?  Trouble shooting steps I can take?  My modem status pages shows my upstream and downstream power is within tolerance although a little high on upstream.  Internet speed test is great when connected.  Any help is much appreciated.  Just want to determine if I need to replace the modem, router or get ISP to check cables coming to house.

11 Replies

  • FURRYe38's avatar
    FURRYe38
    Guru
    Jul 29, 2021

    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 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

     

    What channels are you using? Auto? 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?

     

     

    • BK84's avatar
      BK84
      Aspirant
      Jul 29, 2021

      Orbi Firmware is v4.6.3.7

       

      Modem is owned by me to save on ISP fees, ARRIS Surboard SB6183.  Bought in 2019

       

      Roughly 2000 sqft home, main router is on second floor, both satellites down stairs about 40ft apart, one in room below main router and other across the house.  Main reason I replaced my previous netgear nighthawk X4 was for mesh coverage of farthest room and backyard which seems to get great coverage now.

       

      Should be set on auto but will check and play with setting as suggested and see what happens.

       

      Neighbors have wifi, maybe three systems I can see on my phone nearby but weak signals.

       

      Actually just had another issue with internet dropping, was able to disconnect router and plug modem directly into a PC.  No internet from modem either so router shouldn't be the issue.  Did a hard restart on modem which didn't fix problem immediately but internet came back up soon after.  Still haven't switched the cable back to router but looks like its not the issue.