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Philou73's avatar
Philou73
Aspirant
Jul 27, 2021

Netgear Orbi RBK353 : Internet WAN disconection

Since the installation of the Orbi RBK353 system (base + 3 satellites), I have internet cuts several times a day and it takes between 5 and 10 minutes to come back ... Quite frustrating when we do telework. .

I am at Proximus (Belgium) and I informed them of the problem. To them they say the line is stable and they see no cutoffs ... I go around in circles in different forums and really can't find any solution.

I have the BBOX V3 (single) from proximus. BBOX wifi is OFF and therefore disabled. The ORBI system is in Access Point mode because, in router mode, I don't have Proximus TV since the decoder is connected to one of the satellites.

When the blackout occurs, the Orbi application indicates that the Internet is "offline". No more internet ... Proximus TV, on the other hand, is still working. This happens as well when I am alone at home as when the whole family is there (and therefore the number of larger devices connected to WIFI).

Thanks for your help

 

7 Replies

  • FURRYe38's avatar
    FURRYe38
    Guru
    Jul 27, 2021

    What Firmware version is currently loaded?

    Is the front of the RBRs LED turning ON when this happens when loosing internet? 

    https://kb.netgear.com/31030/What-do-the-LEDs-on-my-Orbi-mean

    If so, then something between the RBR and the host router is loosing the connection and the RBR is being effected. The Orbi in AP mode is only passing data thru and relies on good connection from the upstream host router. 

     

    Be sure to swap LAN cables between the RBR and the host router. CAT6 is recommended. 

    Be sure your using the WAN port on the RBR as the connection to the host router upstream from the RBR. 

     

    Connect a wired PC to this host router with out the RBR online to see if the problem appears also at the PC connected this router. If it does, you'll need to contact the ISP and let them know about this. 

     

    • Philou73's avatar
      Philou73
      Aspirant
      Jul 27, 2021

      Hi

      Firmware is V4.3.4.8_1.9.53

      When it shut down , the orbi router is pulsing magenta 

      On the Proximus modem, all lights are correct and seems to be OK.

      During the cut off, I connect in LAN a laptop and internet is working.

      Connection is from WAN connector Modem to INTERNET connector on the Orbi.

      The cable use is the one deliver with the Orbi kit.

      Philippe

      • FURRYe38's avatar
        FURRYe38
        Guru
        Jul 27, 2021

        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 📡

        Is the RBR placed near other electronic devices? 

         

        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?

         

        Has a factory reset and setup from scratch been performed since last FW update?