Orbi WiFi 7 RBE973
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Re: RBR850 losing internet connection

EricavH22
Guide

RBR850 losing internet connection

As of today, according to the Orbi app, my router keeps losing internet connection. However, the satellites show "green dots", and many of my devices have internet connectivity via WiFi. However, some devices are not connecting, so this issue is different from the symptoms I was seeing with the app before @ChristineT worked to push the V4.6.8.2 firmware update last month. Power cycled my Netgear modem and the Orbi router, but the issue remains. No outages or issues with my Xfinity 1.3 GB service are reported in my area. Help, please!
Message 1 of 14

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FURRYe38
Guru

Re: RBR850 losing internet connection

Well seems ok. Power is in spec however a bit on the low side. 

https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router?article=24311

 

I see a few Correct and Un-correctables on the last few channels that could be zero'd. 

Something to check cabling, jacks and any splitters. 

 

Be sure there are no coax cable line splitters in the between the modem and ISP service box. 
Be sure your using good quality RG6 coax cable up to the modem. 
Be sure to power OFF the modem for 1 minute then back ON.
https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Mod...
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html

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Message 14 of 14

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ekhalil
Master

Re: RBR850 losing internet connection

What equippment do you have betwen Orbi and your internet source?

Message 2 of 14
FURRYe38
Guru

Re: RBR850 losing internet connection

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 Auto and 48 on 5Ghz. Or try setting manual channel 1, 6 or 11 on 2.4Ghz and 40 to 48 channel on 5Ghz.
Any Wifi Neighbors near by? If so, how many?

 

Has a factory reset and setup from scratch been performed since last FW update? A complete pull of the power adapters for a period of time after the factory reset then walk thru the setup wizard and setup from scratch.


@EricavH22 wrote:
As of today, according to the Orbi app, my router keeps losing internet connection. However, the satellites show "green dots", and many of my devices have internet connectivity via WiFi. However, some devices are not connecting, so this issue is different from the symptoms I was seeing with the app before @ChristineT worked to push the V4.6.8.2 firmware update last month. Power cycled my Netgear modem and the Orbi router, but the issue remains. No outages or issues with my Xfinity 1.3 GB service are reported in my area. Help, please!

 

Message 3 of 14
EricavH22
Guide

Re: RBR850 losing internet connection

In answer to your many questions...
I have a Netgear CM2050V modem in between the coax line and the Orbi router. The satellites are more than 30 feet away in my 6000 sq.ft. house (with wifi coverage extending beyond that to cover Ring cameras outside). This setup has been in place for over a year, with no issues before the firmware issue from May. The initial setup was done by the BesttBuy geek squad, and I don't believe they did anything special with the settings.
I did power cycle both the modem and router (but not the satellites) yesterday by unplugging for over 10 seconds. I did this after the firmware push as well.
I have no idea if any neighbors are running Orbi systems.
I did update the Orbi app (routine update from Google Play) with no change. One screen shot attached. You can see full wifi-6 connection on my phone, despite the app indicating offline. I also did a speed test yesterday (again while the app said I had no internet), with the results as shown. App shows only 17 of 39 devices connected as of this morning (my phone not included in that list, so I know that list is not accurate).
Message 4 of 14
ekhalil
Master

Re: RBR850 losing internet connection

Please login to the web interface (orbilogin.com) >> Go to ADVANCED >> ADVANCED Home >> INTERNET PORT >> CONNECTION STATUS. 

What information do you have there when internet is ok, and similarly when the internet is not ok please?

Message 5 of 14
FURRYe38
Guru

Re: RBR850 losing internet connection

Please post a copy and paste of the modems connection status page.

What CAT# LAN cable are you using between the RBR and Cm modem? CAT6A STP is recommended here. 


@EricavH22 wrote:
In answer to your many questions...
I have a Netgear CM2050V modem in between the coax line and the Orbi router. The satellites are more than 30 feet away in my 6000 sq.ft. house (with wifi coverage extending beyond that to cover Ring cameras outside). This setup has been in place for over a year, with no issues before the firmware issue from May. The initial setup was done by the BesttBuy geek squad, and I don't believe they did anything special with the settings.
I did power cycle both the modem and router (but not the satellites) yesterday by unplugging for over 10 seconds. I did this after the firmware push as well.
I have no idea if any neighbors are running Orbi systems.
I did update the Orbi app (routine update from Google Play) with no change. One screen shot attached. You can see full wifi-6 connection on my phone, despite the app indicating offline. I also did a speed test yesterday (again while the app said I had no internet), with the results as shown. App shows only 17 of 39 devices connected as of this morning (my phone not included in that list, so I know that list is not accurate).

 

Message 6 of 14
EricavH22
Guide

Re: RBR850 losing internet connection

@ekhalil: After another set of reboots this morning, and confirmation from Comcast that there are no service issues on their end, wifi itself seems more stable. However, according to the app, the router continues to switch between online and offline. My expected 22 devices seem to be connected and stable, and a new speed test run in the app showed slightly increased speeds just now.

Logged in to orbilogin.com just now my Mac (directly connected to the router), and the connection status does not seem to change even though the app shows the router fluctuating between online and offline. Both satellites always appear to be green/online even when the router shows red/offline.

@FURYe38: Router is connected to the modem via a Cat 5E patch cable. Unfortunately, I don't know how to get the requested info on the modem, since I was never given an app to monitor it. Can you help me figure that out? Again, the modem is a Netgear CM2050V for use with Comcast landlines service.

Many thanks to both of you for helping me out!
Message 7 of 14
FURRYe38
Guru

Re: RBR850 losing internet connection

Log into the modems web page at 192.168.100.1 with a web browser and collect this information. Look for the Cable Connections page. 

 

I recommend using a CAT6A STP cable between the RBR and CM modem...CAT5E is not rated for 2.5Gb connection rates. 

Message 8 of 14
EricavH22
Guide

Re: RBR850 losing internet connection

Had another failure this afternoon.  While the system was down, I did log into the modem and looked at the connection.  Since it said "Failure", I went to the log and grabbed the attached screenshot.  (Logging into the router, the connection for the router showed the lease obtained and expired times of 30 and 14 seconds, respectively, unlike the previous times of > 2 hours each the last time I logged in.)

I called Comcast, who admitted that they were having an outage in my area at this time.  So, the failure to connect in this instance was due to Comcast.

However, once the outage was resolved and both the modem and router/satellites were back up and running, the Orbi app still shows that router going online and offline, despite me not seeing the WiFi drop.

 

Also, I am researching the Cat 6A STP cables, and will update those as soon as I can.  (I wouldn't think that would be causing any slowdowns or issues now, since my service is only 1 GB at this time, but am I wrong on that?)  Regardless, getting the better cables will help when Comcast ups the available service.

Message 9 of 14
FURRYe38
Guru

Re: RBR850 losing internet connection

Can you post a screen capture of the cable connections page please. 

 

 

Message 10 of 14
EricavH22
Guide

Re: RBR850 losing internet connection

When the system was down, the page only said "Failure", with a link to the log that I posted.  The system is back up right now, and this is the screen shot of the Cable Communications.

Message 11 of 14
FURRYe38
Guru

Re: RBR850 losing internet connection

Ok thats part of it, we need the rest of that seen down from channel 2 to 32 as well and the very bottom information. 

Message 12 of 14
EricavH22
Guide

Re: RBR850 losing internet connection

Oh snap - sorry about that.  Had to dump to Word and convert to a pdf to get all of it.

Message 13 of 14
FURRYe38
Guru

Re: RBR850 losing internet connection

Well seems ok. Power is in spec however a bit on the low side. 

https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router?article=24311

 

I see a few Correct and Un-correctables on the last few channels that could be zero'd. 

Something to check cabling, jacks and any splitters. 

 

Be sure there are no coax cable line splitters in the between the modem and ISP service box. 
Be sure your using good quality RG6 coax cable up to the modem. 
Be sure to power OFF the modem for 1 minute then back ON.
https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Mod...
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html

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