Reply

Satellite stopped doing 2.4 GHz

FilGov
Aspirant

Satellite stopped doing 2.4 GHz

1 of my 2 RBS850 satellites suddenly stopped accepting 2.4 GHz connections, only 5 GHz works.
Model: RBS50Y|High Performance AC3000 Outdoor WiFi Mesh Extender and Add-on Satellite
Message 1 of 20
FURRYe38
Guru

Re: Satellite stopped doing 2.4 GHz

What 2.4Ghz devices are you using? 

 

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?

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 wirelessly connected.
https://kb.netgear.com/31029/Where-should-I-place-my-Orbi-satellite

What channels are you using? Auto? Try setting manual channel 1, 6 or 11 on 2.4Ghz and any unused channel on 5Ghz.
Any Wifi Neighbors near by? If so, how many?

My Setup (Cable 1Gbps/50Mbps)>CAX80 v2.1.2.1(LAG Disabled)>RBK853 v3.2.18.223/SRK30 V3.2.33.106)
Additional NG HW: C7800/CM1100/CM1200CM2000, Orbi CBK40, RBK50, R7800, R7960P, EX7500/EX7700, XR450(v2.3.2.120) and WNHDE111
Message 2 of 20
FilGov
Aspirant

Re: Satellite stopped doing 2.4 GHz

Mostly Rowenta Intense Pure Air Connect XL air purifiers and TP-Link HS110 smart Wi-Fi plugs.

 

V3.2.16.22_1.4.9.

MEO FiberGateway GR241AG.

 

~271 m2.

~5 m.

 

Auto. Yes. Done, issue persists.

Yes. 1.

 

Message 3 of 20
FURRYe38
Guru

Re: Satellite stopped doing 2.4 GHz


@FilGov wrote:

Mostly Rowenta Intense Pure Air Connect XL air purifiers and TP-Link HS110 smart Wi-Fi plugs.

 

V3.2.16.22_1.4.9.

MEO FiberGateway GR241AG.

Your ONT has built in router and wifi already. 

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

 

~271 m2.

~5 m.

30 feet or more is recommended in between RBR and RBS to begin with depending upon building materials when wirelessly connected.

 

Auto. Yes. Done, issue persists.

Yes. 1.

 


 

My Setup (Cable 1Gbps/50Mbps)>CAX80 v2.1.2.1(LAG Disabled)>RBK853 v3.2.18.223/SRK30 V3.2.33.106)
Additional NG HW: C7800/CM1100/CM1200CM2000, Orbi CBK40, RBK50, R7800, R7960P, EX7500/EX7700, XR450(v2.3.2.120) and WNHDE111
Message 4 of 20
FilGov
Aspirant

Re: Satellite stopped doing 2.4 GHz


@FURRYe38 wrote:
Your ONT has built in router and wifi already. 

I know, Wi-Fi is disabled and Orbi is in AP mode.

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

Not the issue, router is in AP mode and other satellite works fine.

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.

Pointless, other satellite works fine.

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.

Pointless, other satellite works fine.

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

Already did.

 

30 feet or more is recommended in between RBR and RBS to begin with depending upon building materials when wirelessly connected.

Not the issue, different floors and other satellite works fine in same spot.


Message 5 of 20
FURRYe38
Guru

Re: Satellite stopped doing 2.4 GHz


@FilGov wrote:

Not the issue, different floors and other satellite works fine in same spot.



Then you may have a fualty RBS that needs to be replaced. Contact NG support to see what your options are. Ask about an RMA.

My Setup (Cable 1Gbps/50Mbps)>CAX80 v2.1.2.1(LAG Disabled)>RBK853 v3.2.18.223/SRK30 V3.2.33.106)
Additional NG HW: C7800/CM1100/CM1200CM2000, Orbi CBK40, RBK50, R7800, R7960P, EX7500/EX7700, XR450(v2.3.2.120) and WNHDE111
Message 6 of 20
FilGov
Aspirant

Re: Satellite stopped doing 2.4 GHz

Already did, received automatic reply requesting I call a number within 24 hours or the case would be closed. Called the number, doesn't work, call ends immediately. Case was closed. Contacted support by e-mail, they requested phone number and time zone. Explained I live in isolated area with poor reception and requested e-mail contact. Never heard back.

Message 7 of 20
FURRYe38
Guru

Re: Satellite stopped doing 2.4 GHz

I would make contact with a forum moderator on this.

@Blanca_O 

My Setup (Cable 1Gbps/50Mbps)>CAX80 v2.1.2.1(LAG Disabled)>RBK853 v3.2.18.223/SRK30 V3.2.33.106)
Additional NG HW: C7800/CM1100/CM1200CM2000, Orbi CBK40, RBK50, R7800, R7960P, EX7500/EX7700, XR450(v2.3.2.120) and WNHDE111
Message 8 of 20
FilGov
Aspirant

Re: Satellite stopped doing 2.4 GHz

Done, thank you.

Message 9 of 20
FilGov
Aspirant

Re: Satellite stopped doing 2.4 GHz

Still nothing from @Blanca_O. I opened a case on the website. Their reply:

 

"Hi Filipe,

Thank you for taking the time to contact us at NETGEAR Email support.

My name is Anne, one of the technical support experts from NETGEAR.
Good day!

Your NETGEAR device comes with 90-day complimentary technical support and 1 year of hardware warranty.

Going back to your concern, we would love to help solve your issue. Please see below for details that might help solve the current issue.

Your router is a wireless mesh network. In a mesh Wi-Fi system, it has a single wireless network and share the same SSID and password, unlike traditional WiFi routers. It uses Smart Connect feature to choose the best radio band for your networking devices at home to give you the best WiFi performance.

I sincerely appreciate your time and look forward to resolving your issue.

For your reference, here's your case number 44095357.

You can visit our support site at https://www.netgear.com/support/ for latest firmware version updates, installation guide, user manual, product data sheet or to search our knowledge base articles. Aside from the device's web interface, we recommend you to use our NETGEAR app.

We also have other support options available for an immediate resolution to your concern and just provide a case number:
• Phone support: [removed]
• Live chat support: http://www.netgear.com/support/contact.aspx
• NETGEAR Forums: https://community.netgear.com/

Thank you for choosing NETGEAR.


Respectfully yours,

Anne | NETGEAR Support Expert
**Please be reminded that this case will auto close after 7 days of inactivity."

 

This (obviously) doesn't solve my issue.

Message 10 of 20
FilGov
Aspirant

Re: Satellite stopped doing 2.4 GHz

Also, I can't reply. When I try to, I get an infinite loading animation. Tried in Chrome (Android and Windows) and Edge.

Message 11 of 20
FURRYe38
Guru

Re: Satellite stopped doing 2.4 GHz

Ya seems like 1st level support responce. I'd reply to ask them about an RMA for the satellite. Reference this forum thread as well. Take the phone number and call them up and see if you can speck to a live person. 

My Setup (Cable 1Gbps/50Mbps)>CAX80 v2.1.2.1(LAG Disabled)>RBK853 v3.2.18.223/SRK30 V3.2.33.106)
Additional NG HW: C7800/CM1100/CM1200CM2000, Orbi CBK40, RBK50, R7800, R7960P, EX7500/EX7700, XR450(v2.3.2.120) and WNHDE111
Message 12 of 20
FURRYe38
Guru

Re: Satellite stopped doing 2.4 GHz

Did you clear out all browser caches before trying to reply? Can you open another ticket? 

My Setup (Cable 1Gbps/50Mbps)>CAX80 v2.1.2.1(LAG Disabled)>RBK853 v3.2.18.223/SRK30 V3.2.33.106)
Additional NG HW: C7800/CM1100/CM1200CM2000, Orbi CBK40, RBK50, R7800, R7960P, EX7500/EX7700, XR450(v2.3.2.120) and WNHDE111
Message 13 of 20
FilGov
Aspirant

Re: Satellite stopped doing 2.4 GHz


@FURRYe38 wrote:

Ya seems like 1st level support responce. I'd reply to ask them about an RMA for the satellite. Reference this forum thread as well. Take the phone number and call them up and see if you can speck to a live person. 


Yeah, fortunately got a more helpful/useful 2nd level support response in another instance of the same case that was created without my knowledge and for which I receive no notifications (?). Don't wanna call them up, I live in an isolated area with poor cell reception, prefer written communication.

Message 14 of 20
FURRYe38
Guru

Re: Satellite stopped doing 2.4 GHz

Ok, understand. Try to keep in touch with them. Refereence this thread as well. 

 

My Setup (Cable 1Gbps/50Mbps)>CAX80 v2.1.2.1(LAG Disabled)>RBK853 v3.2.18.223/SRK30 V3.2.33.106)
Additional NG HW: C7800/CM1100/CM1200CM2000, Orbi CBK40, RBK50, R7800, R7960P, EX7500/EX7700, XR450(v2.3.2.120) and WNHDE111
Message 15 of 20
FilGov
Aspirant

Re: Satellite stopped doing 2.4 GHz

@FURRYe38 wrote:

Did you clear out all browser caches before trying to reply? Can you open another ticket? 


No, but I tried in a Chrome incognito window, which is similar. Yes, I think I can open another ticket, but I didn't want to, as I already have 2 open (see above). I managed to reply "manually" via "My Support" instead of directly using the e-mail link (turns out my replies worked despite the infinite loading animation).

Message 16 of 20
FilGov
Aspirant

Re: Satellite stopped doing 2.4 GHz


@FURRYe38 wrote:

Ok, understand. Try to keep in touch with them. Refereence this thread as well. 

 


I replied them, waiting for response.

Message 17 of 20
FURRYe38
Guru

Re: Satellite stopped doing 2.4 GHz

Ok, just keep that going for now. 

My Setup (Cable 1Gbps/50Mbps)>CAX80 v2.1.2.1(LAG Disabled)>RBK853 v3.2.18.223/SRK30 V3.2.33.106)
Additional NG HW: C7800/CM1100/CM1200CM2000, Orbi CBK40, RBK50, R7800, R7960P, EX7500/EX7700, XR450(v2.3.2.120) and WNHDE111
Message 18 of 20
FilGov
Aspirant

Re: Satellite stopped doing 2.4 GHz

OK, I will, thank you.
Message 19 of 20
FURRYe38
Guru

Re: Satellite stopped doing 2.4 GHz

Smiley Wink

My Setup (Cable 1Gbps/50Mbps)>CAX80 v2.1.2.1(LAG Disabled)>RBK853 v3.2.18.223/SRK30 V3.2.33.106)
Additional NG HW: C7800/CM1100/CM1200CM2000, Orbi CBK40, RBK50, R7800, R7960P, EX7500/EX7700, XR450(v2.3.2.120) and WNHDE111
Message 20 of 20
Top Contributors
Discussion stats
  • 19 replies
  • 380 views
  • 0 kudos
  • 2 in conversation
Announcements