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Forum Discussion
The Internet connection stops working
When I originally brought my router in March I had the same problem I have with this update. The Internet connection stops working. I still have WiFi access and can connect to the router and perform and Internet test and it recovers, the other option, which is quicker if I’m nearer the router is to unplug the cable between the RBR750 and the fibre optic router it’s connected to.
Downgrading to 4.6.14.3, seems to have solve the problem as well.
Annoyingly when calling Netgear the call keeps dropping, is there another way to report this defect, I’m not going to pay for a support contract for a bug they’ve introduced and I can remedy with a downgrade.
16 Replies
Does the front LED turn PINK when this happens?
How was the system updated? Manually with RBS updated first then RBR lastly?
What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?
Be sure your using a good quality LAN cable between the modem and router. CAT6A STP is recommended.If your ISP ONT has a built in router, This would be a double NAT (two router) condition which isn't recommended. https://kb.netgear.com/30186/What-is-Double-NAT
https://kb.netgear.com/30187/How-to-fix-issues-with-Double-NAT
Couple of options,
1. Configure the modem for transparent bridge or modem only mode. Then use the Orbi router in router mode. You'll need to contact the ISP for help and information in regards to the modem being bridged correctly.
2. If you can't bridge the modem, disable ALL wifi radios on the modem, configure the modems DMZ/ExposedHost or IP Pass-Through for the IP address the Orbi router gets from the modem. Then you can use the Orbi router in Router mode.
3. Or disable all wifi radios on the modem and connect the Orbi router to the modem, configure AP mode on the Orbi router. https://kb.netgear.com/31218/How-do-I-configure-my-Orbi-router-to-act-as-an-access-point and https://www.youtube.com/watch?v=H7LOcJ8GdDo&app=desktop
Try option #2 first...Has a factory reset and setup from scratch been performed since last v7 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 with a wired PC and web browser. 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.
https://kb.netgear.com/24089/How-do-I-specify-the-pool-of-IP-addresses-assigned-by-my-Nighthawk-router
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.
https://kb.netgear.com/31486/How-do-I-reset-my-Orbi-system-to-factory-default-settings
https://kb.netgear.com/000062081/How-do-I-erase-the-configuration-settings-on-my-Orbi-WiFi-System
DarenH wrote:
When I originally brought my router in March I had the same problem I have with this update. The Internet connection stops working. I still have WiFi access and can connect to the router and perform and Internet test and it recovers, the other option, which is quicker if I’m nearer the router is to unplug the cable between the RBR750 and the fibre optic router it’s connected to.
Downgrading to 4.6.14.3, seems to have solve the problem as well.
Annoyingly when calling Netgear the call keeps dropping, is there another way to report this defect, I’m not going to pay for a support contract for a bug they’ve introduced and I can remedy with a downgrade.
> Does the front LED turn PINK when this happens?
Yes
> How was the system updated?
In March manually, don’t remember Netgear support walked me through it.
Most recently to this version it was automatic update, I didn’t manually update the firmware.
Downgrade (disable updates, downgrade RBS then RBR)
> What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?
Adtran SDX621i I’ve never needed to reboot this seems rock solid, especially with the older firmware on the RBR750
> Be sure you’re using a good quality LAN cable between the modem and router. CAT6A STP is recommended.
If this is the case then a firmware update should not cause the problem and a downgrade fixes it.
> Has a factory reset and setup from scratch been performed since last v7 FW update?
No I went through this process when I first got the RBR750 and was having this problem, it’s a lot of effort to go through, when it didn’t solve the problem before.
The PINK LED means the RBR has lost a connection to the ONT or ONT is not giving good services to the RBR.
A power OFF of the ONT and RBR is needed to check this.
A factory reset after any FW updates, IF problems are seen, needs to be performed to fully trouble shoot this. Seen is resolve many issues historically.
Do you have a 750 series or 850 series?
- Updated to latest (v7.2.6.21) and within hours the connection died between the router and ONT. I’ve just done a factory reset and now the WiFi/Internet feels faster than it was over the last week. I’ll post again if I still have problems, and I’ll try to come back in a few weeks and update if not.
If this happens again and the front LED on the RBR is pink, you may need to get the ISP involved. Something is happening between the ISP equipment and the RBR.
- What I don’t understand is why downgrading to v4 fixes the problem! How can that be ISP related? The only change here of the firmware, between working fine and disconnecting randomly!
Let see how it does after the FR you did...
DarenH wrote:
Updated to latest (v7.2.6.21) and within hours the connection died between the router and ONT. I’ve just done a factory reset and now the WiFi/Internet feels faster than it was over the last week. I’ll post again if I still have problems, and I’ll try to come back in a few weeks and update if not.Not had much luck, still had the occasional drop out, this was rock solid when I reverted to 4.xx.xx in December.
What I have noticed is that the LED on the front of the router keeps flashing white when working, which implies it’s not fully configured.
Last time I only reset the router, I’ve just done a full reset on the router and the satellite and gone through the app to do the setup and this time the LED has gone out, I hope this is a resolution to the problem.
I also noticed my upload speeds were limited to about 90Mbs which I’ve had since December when I downgraded the router to the 4.xx.xx version of the firmware, this has now gone and upload speeds are back to 600Mbs! I hope this is the resolution and I have no more disconnections. If not I guess it’s back to v4.xx.xx
I’ll post back again in the future once I’m happy this is resolved or not.
Thanks for your help.
