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Constant disconnects. About to return the 970 (RBE972)
Upgraded from 1st gen Google Mesh WiFi about 3 weeks ago. Since installing the 970 system, my phone frequently jumps from my main 6E network, down to my IoT network, then just disconnects entirely. Happens about 6-7 times a day (that I notice). Most of the time I check, I'm using the IoT network. Additionally, the lights on my satellite often turn purple/pink for no apparent reason.
- I primarily notice issues on my phone, which is a Samsung Galaxy S22. Might be happening to other WIFI devices but I'm not noticing.
- After reading other threads, I changed my phone settings to use my device MAC. This didn't seem to have any affect on the issue.
- Satellite is using wired backhaul.
- Restarting the modem/router/satellite seems to have no impact on connectivity issues.
- I still notice the connectivity issues when I take the satellite offline.
- I'm running FW V9.10.2.3_1.1.13
- Model RBE972S.
At this price point, this much troubleshooting shouldn't be required. Started my Amazon return already but figured I check here for a straight-forward solution before returning it.
16 Replies
buzz5 wrote:
Upgraded from 1st gen Google Mesh WiFi about 3 weeks ago. Since installing the 970 system, my phone frequently jumps from my main 6E network, down to my IoT network, then just disconnects entirely. Happens about 6-7 times a day (that I notice). Most of the time I check, I'm using the IoT network. Additionally, the lights on my satellite often turn purple/pink for no apparent reason.
Does this happen if you disable the IoT Network to test this?
- I primarily notice issues on my phone, which is a Samsung Galaxy S22. Might be happening to other WIFI devices but I'm not noticing.
- After reading other threads, I changed my phone settings to use my device MAC. This didn't seem to have any affect on the issue.
- Satellite is using wired backhaul.
How is the RBS connected via wire to the RBR? Directly behind the RBR or is there a LAN switch or LAN patch panel in between them? - Restarting the modem/router/satellite seems to have no impact on connectivity issues
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.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 and RBS. CAT6A STP is recommended.- I still notice the connectivity issues when I take the satellite offline.
- I'm running FW V9.10.2.3_1.1.13
Has a factory reset and setup from scratch been performed since last FW update? Set up using a wired PC and web browser is recommended.
- Model RBE972S.
What is the size of your home? Sq Ft?
What is the distance between the router and 📡 satellite(s)?Does this happen if you wirelessly connect the RBS to the RBR?
What channels are you using? Try setting manual channel 1, 6 or 11 on 2.4Ghz and 40 to 48 channel on 5Ghz
FWIW, my phone reports "cannot obtain IP address" when this issue happens. This might be a generic error reported by samsung though 🤷
Does this happen if you disable the IoT Network to test this?
Yes.
How is the RBS connected via wire to the RBR? Directly behind the RBR or is there a LAN switch or LAN patch panel in between them?
Cat5e cable directly connecting RBS with RBR. Wire is built in the house so I cant upgrade to Cat6. I did try removing the wire entirely and using wireless backhaul and still experienced the problem.
Be sure to restart your network in this sequence...
I did this after the last FW update. I'm not sure if I waited an entire minute. Will try again tonight.
What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?
Nighthawk CM1200
Be sure your using a good quality LAN cable between the modem and router and RBS. CAT6A STP is recommended.
Options are Cat5E or wireless backhaul.
Has a factory reset and setup from scratch been performed since last FW update? Set up using a wired PC and web browser is recommended.
No I haven't done this. Will likely mess up the ~30 devices I have configured though - I have a large IoT network. If I'm going to need to reconfigure everything I'd rather do it for a different router entirely.
What is the size of your home? Sq Ft?
3100 sqft
What is the distance between the router and 📡satellite(s)?
About 10 feet away from the router, one floor up.Does this happen if you wirelessly connect the RBS to the RBR?
Yes.
What channels are you using? Try setting manual channel 1, 6 or 11 on 2.4Ghz and 40 to 48 channel on 5Ghz
I dk. I guess I can try this.
Engineering Team here. Thank you for answering FURRYe38 questions
There is a current issue in V9.10.2.3 where client is not able to connect back to router and sometimes satellite too. The connection will sometime say "Connection Fail" and phone will use cellular data instead of Wi-Fi. To recover, sometimes you have to enter password again or click the network again.... this can be utterly frustrating. We have found the root cause, and we have a targeted fix plan for upcoming firmware. As soon as its ready, will let you know and update. We currently need to run a quality assurance cycle to ensure no other critical issues are found.
Please note this issue mainly affects Non-iOS clients.
Any progress on this?
Might update if you see this, if you haven't already:
FW V9.10.4.1 will not fix connectivity issues. We already have a newer firmware that still had to go through quality assurance testing. However, the connectivity issues are almost all fixed based on testing and validation mainly for connectivity, steering/roaming around network. We need to rest of quality test cycle. If you will like to get firmware early please let me know, otherwise please wait a week for quality assurance to go through some cycles
Is there any update on the new firmware after V9.10.4.1 that may address the weird disconnects discussed in this thread?
