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FreddiA3's avatar
FreddiA3
Follower
Jan 02, 2022

Orbi AX6000 dropped the internet connection and won't reconnect.

Purchased an Orbi AX6000 two days ago.  Connected it and set up all the wifi connections around the house.  Amazing speed, brilliant coverage of dead spots.   Found I didn't need two satelites so went back and purchased one-satelite system.  Set it up again.  Worked awesomely till 2:00 am when the internet connection between the provider and the Orbi just vanished.   Orbi no longer recognizes the signal from the modem.  Checked signal by hardwiring desktop to modem and it is totally fine.  Checked cables to/from modem by switching out.   Everything totally fine at about 360 Mbps.    Recoved my old router from the garage and connected it (Nighthawk X4)  It is working fine.    What's the deal with Orbi AX6000????

2 Replies

  • FURRYe38's avatar
    FURRYe38
    Guru
    Jan 02, 2022

    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.

     

    Has a power off for 1 minute then back ON with the ISP modem and router been performed?

  • CrimpOn's avatar
    CrimpOn
    Guru
    Jan 04, 2022
    FreddiA3 wrote:

    Worked awesomely till 2:00 am when the internet connection between the provider and the Orbi just vanished.   Orbi no longer recognizes the signal from the modem.  Checked signal by hardwiring desktop to modem and it is totally fine.  Checked cables to/from modem by switching out.   Everything totally fine at about 360 Mbps.    Recoved my old router from the garage and connected it (Nighthawk X4)  It is working fine.    What's the deal with Orbi AX6000????

    As one of the "lucky few" to have a new system and have the ability to use that 90 days of 'complimentary support', have you tried to contact Netgear support?

     

    Also sounds like a good case for returning it for a replacement.

     

    If you do plug in the Orbi again, there are a couple of steps that might help diagnose the problem:

    • Practice accessing the Orbi log file on the web interface (http://orbilogin.net)
      I      t is on the Advanced Tab, Administration menu, Logs.
      If (when?) the Orbi loses internet again, the log may have an entry indicating (something?)
    • Another step is to anticipate Netgear support wanting a "debug log" and enable that feature.
      This is on the "debug page", (http://orbilogin.net/debug.htm)
      Check the box "Start Debug Log Capture when Boot Up".

    Before calling Netgear, it will be helpful to learn the specific model number of the router (from the packing box or the product label on the bottom of the router.  "AX6000" is a marketing description formed by adding together theoretical link speeds for all of the radios, and is used to describe a number of Netgear WiFi routers.

     

    If you do contact Netgear support, please return and describe how it went.  (I have never contacted Netgear support and am just a tiny bit jealous.)