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Forum Discussion
Intermittent connectivity/latency spikes/disconnects
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 ex...
Just a heads up, after 5 weeks of no updates on my ticket, I received a response that asked me to...turn my devices off and turn them on again. Is there a way to escalate or complain with NG? I know we have a few netgear folks that sometimes monitor this forum - is there a way to flag this issue? I'm literally getting nowhere with NG support.
That's so annoying. Like that's not the first thing everybody having this issue tried. I've had two other people not on this forum report the same issue on my reddit post so far. Must be widespread.
It's incredibly frustrating. I've had this case open for ~6 months now odd now and it's just a revolving door of the same suggestions. Genuinely if there was a way I could return this and get my £1500 back I would, but I've sunk so much time and money into this I just want it to work, becuase when it does - it's ridiculously fast.
But this hourly latency thing combined with ongoing iphone problems and the general level of instability is boggling. I even stupidly paid for the 3 year ProSupport, which ironically, is anything but. At least I get another 3 years of them asking if I've tried rebooting it 😂
- I can't believe it's been going on that long for you. At least they should be able to point at what process is causing the issue. I've recently established an even stronger connection between this satellite and the main router and it's still doing the exact same thing. I noticed wired satellite traffic spikes latency about 100 ms but doesn't have any packet loss during the events.
I DM'd one of the netgear engineers who had posted recently on reddit just linking to my post there and pointing out those here, didn't get an acknowledgement. I hope they see it.
I'll be returning my system before the return window next week if we don't have an answer as to at least what it is. I can't afford to miss that window if this issue isn't going to be fixed. - For my case of this same issue, multiple different brands and kinds of devices connected to all 3 wireless bands on the satellite experience the hourly issue. Latency spike and packet loss to the satellite and main router (and also internet hosts as well). It lasts 20-30 seconds. The band is not switching and the wifi connection is not being lost.
All traffic is affected not just ICMP. I'm just using PingPlotter to characterize what I first noticed during zoom calls and gaming.
The satellite stays online. Directly attached devices via ethernet to the satellite experience an increase in latency of 80-100 ms during the event to the main router but no lost packets. There's no spike in latency to the satellite at all from the wired device(s). The issue that a few of us are experience (not sure why this particular thread has sharded so much in the forum) is a persistent latency spike between router and satellite. It's been proven - now by multiple users - to happen exactly every single hour. The time might differ (this we're unsure why - could be when it was rebooted or some other process).
I've myself done extensive testing with multiple devices - and I can say with 100% certainty that without fail, every single hour to the microsecond, you'll get a 2-5 second "spike" in wireless latency from anything connected to the satellite. It's more pronounced in anything with a realtime connection (eg video conferencing, game streaming etc).
I've confirmed it is NOT an ISP issue - I've since switched ISPs and changed connection completely - brand new cable install with full fibre FTTP, new ONT etc etc. Also some of the apps/devices are using internal traffic only.
There appears to be some sort of process that runs, maybe it's some wireless check/sync between router and satellite, or some hw process -only NG knows.
NG is working with these users to better effect support for this issue. Troubleshooting has been exhausted here in the forums and this needs NG support and engineering review.
Users have been sent PMs in regards to this issue.
Hi there,
Engineering here. Can you please email me @ flozano@netgear.com
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I want to meet with you directly to help resolve your issue if you are willing to.
