Recently upgraded to a new mesh - orbi 972 - to replace an “aging” 850 series. I was excited to pump enhanced 6E around the home as well as the (on paper) stronger wireless backhaul setup. Sadly my experience has been pretty poor so far for a £1500 system.First the positives:- speed is pretty mega when you are close to the router. I have a 1 gig fibre connection and getting exactly this over WiFi.- range and speeds around the house do seem vastly improved. On my 850 I’d get 200 ish from satellite, now I get 700.Now the downsides:- random latency spikes when doing pretty much anything, maybe every 10-15 mins? It’s quite random. Typically when connected to satellite but also observed from router.- device disconnections happen randomly and for no reason.- ping-pong between satellite and router seems a lot worse than the 850 when roaming the house.- latency when testing over WiFi from router (stood next to it) is worse on the 970 vs 850 by the tune of 5-7ms which is unexpected?I’m on the latest firmware 9.12.2.1 on both and have identical setup from before with the 850. Both units in the same place, connected wirelessly. Router wired into ISP modem on high quality cat6 with modem on a 2.5g port/router 10g port. Same number of connected devices etc. Was literally a drop in place with change of SSID. Only other settings I’ve changed is disabling the iot and guest WiFi as not needed.House is approx 200 sqm and router is ground floor and satellite on first floor, almost opposite ends to provide coverage across 3 floors. Router and satellite report “good” connection with 5+6 ghz shown.I’ve tried hard resets and reboots and factory resets and all that. No real change observed. Wife is now complaining that even she feels it’s far worse than before (and she’s in no way technical).I know this is a relatively new and expensive system so maybe not much uptake but are others facing these issues? I know home setup/building materials etc make every setup unique but shocked it’s worse than the previous much older system in terms of reliability.

This is the exact same issue I’ve reported a few times on this forum and I have an open ticket with NG (5+ months now with no resolution). I’d suggest reporting a ticket but don’t get your expectations up - I’ve not had a response on my ticket for over a month now and have provided a ridiculous amount of information, logs etc.The system does “something” precisely every hour, I’ve tested this extensively. The time it occurs might change (if say you reboot or hw crashes which seems to be another issue right now), but it’s guaranteed like clockwork.This seems to affect devices connected to the satellite only and not the main router (at least for me). I’ve also changed ISPs (and from DOCSIS 3.1 to full symmetric 2.5gb FTTP) and the issue persists. So this 100% is not an ISP/external internet connection issue, it’s a process or something happening on the mesh system and NG need to fix this. It also occurs when using only internal traffic and no internet.

Thought I’d report back on this after a few weeks of testing the new firmware. I’ve seen some improvement to overall device connection stability however still experiencing latency spikes between router and satellite. It’s annoying and no amount of moving/replacing seems to help. It’s most pronounced when using real time video apps - so video conferencing, console streaming etc. There’s a latency spike intermittently and randomly, eg on google meet avg latency is 17-22ms consistently then spikes to 500-1000ms for a few seconds then settles back again. Only happens when connected to satellite. Same happens when say using a ps portal to steam from ps5 (which is hard wired). Doesn’t seem to matter which device - tested loads.I otherwise have a rock solid connection between router and satellite with almost max speed from the ISP connection (1gbps). Never had this issue with my old 850 setup. Pretty frustrating with all these issues given the cost of these units.

It appears that there are two WiFi links being used: User facing WiFi link between satellite and user device (PS Portal). According to the User Manual, page 16, this is 5.18–5.24 GHz. Dedicated WiFi backhaul link between satellite and router, using 5.745–5.825 GHz (US). Most Orbi router User Manuals describe the backhaul link to be one set of frequencies for North America and a different set for Europe and World Wide. If you are in contact with Netgear support, it might be interesting to ask what frequencies are actually in use where you are. (UK, correct?) It might be useful to determine if there is regular interference on one (or both) of these WiFi frequencies that might cause the latency that is being observed. For example, if one were to temporarily replace the router-satellite backhaul link with an Ethernet cable, does the latency problem appear every hour.... or not? Obviously, this would not be viewed positively by the family unit but surely they can tolerate a couple of hours of inconvenience. Perhaps it would be easier to temporarily relocate the PS Portal to be close to the PS5 unit so that it connects to the Orbi router rather than the satellite. Would have been more interesting if the satellite to PS Portal WiFi link could be replaced with an Ethernet cable, but the Portal appears not to have an Ethernet connector. p.s. Does this gaming experience require internet resources? i.e. can the internet link be "ruled out 100%"?

I've not found any solution as of yet - doing a full reset will not fix the issue (I've done that multiple times). This has been present on all fw versions and the beta versions they've given me. I've provided logs after logs and gone through so many steps. There is clearly some process or sync event that's happening that causes this. As you've highlighted - it's a short spike of 500-1000ms for a second or two and then it's back to normal. I've had older orbi mesh systems oevr the years and none of them have ever exhibited this. Please raise a support ticket with Netgear to highlight this issue as I feel they are just assuming it's some random set up issue I have, but it's evidently not. My case number if you want to reference is 48580405.

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 wired or wirelessly connected. https://kb.netgear.com/31029/Where-should-I-place-my-Orbi-satellite 🛰 Does this happen with the RBS turned OFF? Does this happen with both wireless and wired devices? What channel configurations are currently set on the router? What devices are you connecting to the system? Be sure to disable any MAC Address randomizers on phones and pads while at home:https://community.netgear.com/t5/Orbi-App/NETGEAR-Mobile-Applications-and-Apple-Devices-FAQ/td-p/2220016/jump-to/first-unread-message Is the RBS showing 5+6Ghz in the RBRs web page under Connected Devices? Try disabling the following and see:Armor, Smart Parental Controls or Traffic Meter.

Intermittent connectivity/latency spikes/disconnects

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FURRYe38
Guru - Experienced User
Apr 01, 2024
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 wired or wirelessly connected.
https://kb.netgear.com/31029/Where-should-I-place-my-Orbi-satellite ‌‌🛰

Does this happen with the RBS turned OFF?
Does this happen with both wireless and wired devices?
What channel configurations are currently set on the router?

What devices are you connecting to the system?

Be sure to disable any MAC Address randomizers on phones and pads while at home:
https://community.netgear.com/t5/Orbi-App/NETGEAR-Mobile-Applications-and-Apple-Devices-FAQ/td-p/2220016/jump-to/first-unread-message

Is the RBS showing 5+6Ghz in the RBRs web page under Connected Devices?

Try disabling the following and see:
Armor, Smart Parental Controls or Traffic Meter.
- Kappo_84
  Apprentice
  Apr 01, 2024
  Thanks, answered pretty much all of the info in the initial post. To confirm/add:
  
  - ISP is virgin media in the UK, using a super hub 5.
  - router/satellite are ~30ft apart but have experimented and no change.
  - not experienced any issues wired.
  
  No other changes with devices which were all working perfectly fine on the 850 system.
  
  I’ve tried disabling armour (as it’s useless anyway) to see if that helps.
  - FURRYe38
    Guru - Experienced User
    Apr 01, 2024
    Is the modem you have in modem mode or router mode?
    
    Your ISP Modem already has a built in router and wifi. 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
    
    Does this happen with the RBS turned OFF?
    What channel configurations are currently set on the router?
    
    What devices are you connecting to the system?
    
    Be sure to disable any MAC Address randomizers on phones and pads while at home:
    
    https://community.netgear.com/t5/Orbi-App/NETGEAR-Mobile-Applications-and-Apple-Devices-FAQ/td-p/2220016/jump-to/first-unread-message
    
    Is the RBS showing 5+6Ghz in the RBRs web page under Connected Devices?
FURRYe38
Guru - Experienced User
May 28, 2024
Any progress on this?

Kappo_84 wrote:
Recently upgraded to a new mesh - orbi 972 - to replace an “aging” 850 series. I was excited to pump enhanced 6E around the home as well as the (on paper) stronger wireless backhaul setup. Sadly my experience has been pretty poor so far for a £1500 system.

First the positives:

- speed is pretty mega when you are close to the router. I have a 1 gig fibre connection and getting exactly this over WiFi.
- range and speeds around the house do seem vastly improved. On my 850 I’d get 200 ish from satellite, now I get 700.

Now the downsides:

- random latency spikes when doing pretty much anything, maybe every 10-15 mins? It’s quite random. Typically when connected to satellite but also observed from router.
- device disconnections happen randomly and for no reason.
- ping-pong between satellite and router seems a lot worse than the 850 when roaming the house.
- latency when testing over WiFi from router (stood next to it) is worse on the 970 vs 850 by the tune of 5-7ms which is unexpected?

I’m on the latest firmware 9.12.2.1 on both and have identical setup from before with the 850. Both units in the same place, connected wirelessly. Router wired into ISP modem on high quality cat6 with modem on a 2.5g port/router 10g port. Same number of connected devices etc. Was literally a drop in place with change of SSID. Only other settings I’ve changed is disabling the iot and guest WiFi as not needed.

House is approx 200 sqm and router is ground floor and satellite on first floor, almost opposite ends to provide coverage across 3 floors. Router and satellite report “good” connection with 5+6 ghz shown.

I’ve tried hard resets and reboots and factory resets and all that. No real change observed. Wife is now complaining that even she feels it’s far worse than before (and she’s in no way technical).

I know this is a relatively new and expensive system so maybe not much uptake but are others facing these issues? I know home setup/building materials etc make every setup unique but shocked it’s worse than the previous much older system in terms of reliability.
- Kappo_84
  Apprentice
  May 28, 2024
  No resolution yet however I’ve been informed there’s a new fw coming soon which should resolve some (all?) of the issues. It’s in qa apparently.
  - FURRYe38
    Guru - Experienced User
    May 28, 2024
    Kewl. Will be waiting for it as well.
Kappo_84
Apprentice
Feb 21, 2025
This is the exact same issue I’ve reported a few times on this forum and I have an open ticket with NG (5+ months now with no resolution). I’d suggest reporting a ticket but don’t get your expectations up - I’ve not had a response on my ticket for over a month now and have provided a ridiculous amount of information, logs etc.

The system does “something” precisely every hour, I’ve tested this extensively. The time it occurs might change (if say you reboot or hw crashes which seems to be another issue right now), but it’s guaranteed like clockwork.

This seems to affect devices connected to the satellite only and not the main router (at least for me). I’ve also changed ISPs (and from DOCSIS 3.1 to full symmetric 2.5gb FTTP) and the issue persists. So this 100% is not an ISP/external internet connection issue, it’s a process or something happening on the mesh system and NG need to fix this. It also occurs when using only internal traffic and no internet.
- FURRYe38
  Guru - Experienced User
  Feb 21, 2025
  What Orbi system model do you have?
  
  What FW version is loaded on the system?
  
  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.
  
  Something to try as well, put a non managed Gb LAN switch in between the ISP modem/ONT and the RBR and see if this problem continues.
  
  Does this interruption occur if you disable IPv6, All Logging on the RBR and Armor, Smart Parental Controls or Circle, Traffic Meter.
  
  If your ISP supports IPv6, which protocol are you using on the RBR?
  
  Are you using ISP IPv6 DNS or custom IPv6 DNS?
  
  Also try putting a cooling fan on top of the RBR unit.
  
  Can you check the RBR web page under advanced tab/Internet section/Show Stats and look at the WAN port Uptime and then check the RBR debug.htm web page for system Uptime to see if these values are the same?
  
  Also please give the CPU usage value as well.
  
  Has a factory reset and setup from scratch been performed since last FW update?
- Kappo_84
  Apprentice
  Feb 21, 2025
  I've not found any solution as of yet - doing a full reset will not fix the issue (I've done that multiple times). This has been present on all fw versions and the beta versions they've given me. I've provided logs after logs and gone through so many steps. There is clearly some process or sync event that's happening that causes this.
  
  As you've highlighted - it's a short spike of 500-1000ms for a second or two and then it's back to normal.
  
  I've had older orbi mesh systems oevr the years and none of them have ever exhibited this. Please raise a support ticket with Netgear to highlight this issue as I feel they are just assuming it's some random set up issue I have, but it's evidently not.
  
  My case number if you want to reference is 48580405.
  - MiniTuna
    Guide
    Feb 23, 2025
    One follow up question. I just read that the V10.5.16.3 firmware is in the wild starting to get pushed to batches of units but not yet on the support website. Have you been sent that one yet to try?
- FURRYe38
  Guru - Experienced User
  Feb 24, 2025
  Kappo_84
  
  Who is your ISP your connected with?
  
  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?
  
  This maybe a specific ISP or ISP interoperability issue between there equipment and the Orbi RBR.
  
  Others along with myself are not seeing this issue. donawalt However, my 770 series is connected to a DOCSIS modem, CAX30 in modem mode. Mines been online with current released FW since around the 1st of Feb of this year. I would have seen a long duration in uptime however had a recent construction event in the backyard that was an accident so the ISP had to come and fix it. So my uptime started over last week. 🙄
  - Kappo_84
    Apprentice
    Feb 24, 2025
    It’s not an ISP issue - appreciate you’re trying to help however do take the time to read my above post. I’ve had this issue across two different providers using two very different connections. Previously using Virgin Media in the UK (a DOCSIS cable connection) and now Aquiss (a full fibre fttp connection). Completely new hardware and cable install using fibre. The new fttp connection is using an ONT straight into the orbi 970 with a PPPoE connection. Previously on Virgin it was via a cable model in modem mode into orbi. So I can categorically rule this out 100%. The issue also doesn’t happen when streaming from the router, only satellite. It’s 100% an issue with the orbi system and NG have had my ticket open 5+ months with no resolution.

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Intermittent connectivity/latency spikes/disconnects