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Forum Discussion
Random Internet Drops
I had an RBR50 with 4 satellites that was working fine but it seemed to be at capacity with all our wifi devices and cameras as it kept dropping some and re logging them on when it got to about 110 devices on.
Anyhow, I upgraded to the RBE971 with 2 satellites and I have had nothing but problems from poor device connections to not smoothly switching like before as I walked about the house. The biggest problem I am having and it has to be resolved are my random internet drop outs for 20-30 seconds and all times of day. I have seen 3 so far with one just before this message. I loose internet connection regardless if its from WIFI or ethernet devices. If I am on the PC and try to log into the router right when it happens, I am unable to get to the log on screen as it just hangs. Eventually it loads and by then internet has been restored. This system is now 3 weeks old and I NEVER had this issue with the previous ORBI. I did contact COX who is my ISP and they show no issues. I can even see the modem when this happens and all lights are normal along with the ORBI having no lights on which is good I am told. There is no common factor with any of the drop outs. As for wifi devices, many are light bulbs and smart plugs with 10 or so small amazon wifi cameras which I have used on the previous system. No wiring has changed and ALL satellites are hardwired.
I have been in touch with tech support for over 2 weeks. We have updated firmware to the latest V9.12.3.3 on the router and satellites. That did not fix the issue. We changed the 2.4 and 5 channels (why I dont know) but that did not help. We changed from ISP to its own DNS and that did not help. Lastly we did a factory reset and still no fix.
When I look in the logs, I see nothing for when a know disconnect happens.
Both satellites are hard wired to the router direct and not going to a switch. Modem is COX with the router feature disabled. I have a 1 gig speed unlimited plan.
RBE971 and 2 satellites, all purchased from Netgear Direct.
This case has been escalated to Tier 2 support but I have not heard anything back. I have made no changes what so ever to the router other than the name, password and new admin password.
Any suggestions? I need this resolved asap as the dropouts force me to relog in on things and drop teams/zoom meetings.
4 Replies
Does the front LED on the RBR turn PINK when this happens?
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.
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 🛰Is IPv6 enabled or disabled on the RBR unit?
If enabled, how is IPv6 configured? Auto? Auto detected IPv6 DNS or custom IPv6 DNS?
Does this happen with the RBS turned OFF?
What channel configurations are currently set on the router?
Any Wifi Neighbors near by? If so, how many?Try disabling the following and see:
Armor, Smart Parental Controls or Circle, Traffic Meter.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.Your problems may or may not have anything to do with router overheating, but because the cost and effort to eliminate that as the cause is so low, so I'd suggest trying this:
Go to Amazon and buy one of those USB powered fan sets. I got "Dual 120mm USB Speed Control Fan, 5V Portable Cooling Fan for Flat-Screen TV Receiver Router DVR Playstation Xbox Computer Cabinet Cooler" - cost me $18.
Put them in series on top of the router sucking air upwards and out of the router. Report what happens after an extended period of time. I had all the symptoms you had before I landed on this as the solution.
I am not sure its a heat problem. I would think there has to be some type of sensor for this that can determine the temp. L2 suggested I RMA the units I have and new ones that will be here monday I hope. After everything tech support has done, the problem still exists and seems to be getting worse. We cant even stream a movie without it dropping out now. The other day wile on phone with tech support L2, It took 30secs to over a minute to get the router logon screen. And then forever to load the home page. The PC is directly connected to the router as well. I was also told that the app should respond very fast with this new router and it can take 10 plus seconds to load page in the app. When I select traffic meter, it takes 10 or so seconds to load and when I go back and click on the traffic meter again, it takes just as long. With both these symptoms, Tech support thinks a new device will fix the problem. I am sure hoping so otherwise I dont know what to do. We cant run our business with all these drops and online meetings are impossible.
I am not very tech savvy and with that being said, this is just a standard (stock) setup. We use a lot of wifi devices, bit they are mainly light bulbs, power devices and a dozen or so amazon wifi cameras,
Please give feedback to the questions presented...
