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Forum Discussion
rbs750 intermittently losing internet connection to rbr750
Hi!
I have been having issues and have been working with support since October 2022. The satellite loses internet connection intermittently (ethernet and wifi). It happens anywhere from a few s...
molecules wrote:
CrimpOnI ran ping tests to google as well as the base station (192.168.1.1). I noticed that the ping to the base station would drop packets at the same time the ping to google would drop packets (web browsing was unavailable during those times). Do you know if there is a way to test the backhaul connection directly?
"drop packets" in the sense of:
- Zero ping requests received a response,
which indicates the link is totally down, or - Some ping requests failed to receive a response.
Web browsing depends entirely on translating URLs into IP addresses. A web page may download dozens of separate files, and each URL has to be resolved by a DNS server. (Computer do "cache" URLs - and even cache downloads, but it is amazing to see how many "GET" requests spawn from a single web page.) If there is something wrong with the DNS server link, then users often conclude "no internet" when technically the problem is "no DNS". That was what pinging ford.com vs ford.com's IP address was all about.
In this case, there appears to be something wrong with the satellite to router link. Pinging the router tests the link directly. (Well, I guess it test the laptop/satellite/link/router. If the WiFi backhaul link was 2.4G, we could imagine, "Oh, maybe the microwave oven is affecting the link". But the backhaul is 5G, not 2.4G.
All those steps you took in the original post are things I would have done. Since there are two satellites, what happens if the satellites are switched? (Good thing they are portable!)
Sorry for the long delay!!! I have also been working with Netgear support, and this is starting to turn into a part time job. 🙂
Both satellites exhibit the same issue. The ping test will, at times, say "request timeout".
One last ditch effort I would try, manually download the RBS and RBR FW files and use a wired PC and web browser to re-load to the RBS first, then RBR lastly.
After the system processes the update, power everything OFF for 1 minute then back ON.
Factory reset the RBR using:https://kb.netgear.com/000062081/How-do-I-erase-the-configuration-settings-on-my-Orbi-WiFi-System
I'd bring the RBS to same room as the RBR or near the RBR that's close enough for you to factory rest the RBS and resync them. Button press the reset button on the RBS for 15 seconds then release.
Setup the RBR from scratch using the wired PC and web browser.
Set channel 1 and 40 or 11 and 48.
Set 40Mhz channel width only.
Recommend setting the default DHCP IP address pool range to the following after applying and a factory reset: 192.168.#.100 to 192.168.#.200.
https://kb.netgear.com/24089/How-do-I-specify-the-pool-of-IP-addresses-assigned-by-my-Nighthawk-routerEnable SIP ALG under Advanced Tab/Setup/WAN Setup.
After the system is setup, save off a backup config to file for safe keeping.
Power off and deploy just one RBS at a remote location, 30 feet away from the RBR.
Check this to see if the RBS continues with the problem or not. If it does, may need to get in touch with NG support.I discovered something interesting today. I have been running long ping tests to google.com. I ran into the issue where it started saying request timed out. I then tried browsing to google.com but could not get to the page. The web browser said it was having trouble finding the web page. I opened another powershell terminal and pinged 192.168.1.1 and it also was showing connection timed out. Interestingly, I had a browser open to Twitch and that was running and did not lose connection the entire time.
- Hello molecules,
Welcome to the NETGEAR Community!
I understand that you are having issues with network stability with your RBS750.
Please try disconnecting one of the satellites and then verify if the issue is still present on the connected satellite (Please try this step with both satellites). If it is not present then you may need to resync the second satellite to your RBR750 while the first satellite is connected to your RBR750. If the issue is still present within the individual satellites, please try reinstalling the FW for your RBS750 as recommended by FURRYe38.
Please use the link below for the firmware download file for your RBS750:
https://www.netgear.com/support/product/rbk752.aspx#download
Best,
Kevin
Community Team I have made the changes and am still getting the weird disconnects from the satellite.
Just in case others run into the same issue and need a recap:
Router RBR750
2x satellites RBS750
They were rock solid from February 2022 to October 2022. Devices connected to the satellite (ethernet and wireless) randomly lose internet. Base router and connected devices do not lose internet. What I have observed:
- Ping tests to google.com will say request timed out
- Browsing from a web browser says timeout
- Ping to 192.168.1.1 (router) will say timed out
- Interestingly, one time when this happened I was on twitch in the web browser, no other pages would load, but the twitch connection remained.
What have I attempted:
- hard reset of router and satellites
- swapping satellite positions
- upgrading firmware via the routerlogin web page as well as downloading the newer version on the netgear website.
- RMA'd router twice
- RMA'd satellite twice
- downgrading router and satellite firmware to 3.x
- Various configuration settings recommended by Netgear Community as well as Netgear support
Observations about netgear support:
It really is a roll of the dice as to the quality and helpfulness of the support techs. Some have claimed to have tech issues, after reading my case notes, and say they will call back but never do (I think they probably have metrics and are afraid of missing them). Others create a new case (again I think they have metrics) even though there is an open case.
I have used both the premium support techs (way more consistent) and the purchased gearhead support techs (not as consistent). There definitely have been a few support techs that care and have tried to help, but for the most part, you get a lot of lackluster support techs.
I am definitely disappointed with Netgear. Up until this point I have exclusively bought Netgear products and recommended them to friends and family. After dealing with Netgear Support I do not recommend them anymore. The support is a nightmare.
The Netgear Community has been wayyy more helpful than the Netgear Support (gearhead and premium). I appreciate your time!!!
These cases span from October of 2022 to the latest one January of 2023.
X
I do not have a resolution for the issues. I think I am going to bite the bullet and just run Cat6 throughout the house for the desktop computers. I might try Ubiquiti, which a lot of my coworkers recommend.
