Re: Constant problems with satellite

MatthewLowe · ‎2019-09-28

Hi there,

I purchased the RBR50 and RBS50 about a week ago. Everything worked fine for a few days, but I returned home one day and the satellite was disconnected.

I tried rebooting both the router and satellite and after a number of attempts finally got them to reconnect. Since then I've had constant issues with the satellite disconnecting. When it is connected the backhaul status is reported as "Good" and using 5G. The satellite is about 6 meters away from the router, with 2 non-supporting walls between them. When it's connected I get excellent coverage and speeds through the satellite.

This morning however the satellite disconnected again during the night and I simply couldn't get it to reconnect. I finally removed the satellite from the router and went through the process of reconnecting and syncing it. Since then, the backhaul status is reported as "Poor". I've moved the satellite and router closer together with no improvement.

Is there something I'm doing wrong here? I've read all the documentation and everything is set up correctly and positioned appropriately but the whole system is just so unreliable. Is there a setting I need to enable or a software update I need to perform? My firmware version is V2.3.5.30.

I'm really at a loss and really disappointed.

Right now I'm seriously considering going back to my previous setup. I'd rather have a stable, low-performance WiFi setup than a high-speed yet unreliable one.

FURRYe38 · ‎2019-09-30

Has a factory reset and setup from scratch been performed on the Orbi system since last FW update?

What is the Mfr and model# of the ISP modem the NG router is connected too?
Is the Orbi system operating in Router or AP mode?

What is the size of your home? Sq Ft?
What is the distance between the router and satellite(s)? 30 feet is recommended in between them to begin with depending upon building materials when wirelessly connected.

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?

Try enabling Beamforming and MIMO(MIMO may or maynot be needed) and WMM. Under Advanced Tab/Advanced Settings/Wireless Settings

Try disabling the following and see:
Daisy Chain, Fast Roaming, IPv6 and Set 20/40Mhz Coexistence to 40Mhz only. Save settings and reboot the router and satellite(s).

@MatthewLowe wrote:
Hi there,

I purchased the RBR50 and RBS50 about a week ago. Everything worked fine for a few days, but I returned home one day and the satellite was disconnected.

I tried rebooting both the router and satellite and after a number of attempts finally got them to reconnect. Since then I've had constant issues with the satellite disconnecting. When it is connected the backhaul status is reported as "Good" and using 5G. The satellite is about 6 meters away from the router, with 2 non-supporting walls between them. When it's connected I get excellent coverage and speeds through the satellite.

This morning however the satellite disconnected again during the night and I simply couldn't get it to reconnect. I finally removed the satellite from the router and went through the process of reconnecting and syncing it. Since then, the backhaul status is reported as "Poor". I've moved the satellite and router closer together with no improvement.

Is there something I'm doing wrong here? I've read all the documentation and everything is set up correctly and positioned appropriately but the whole system is just so unreliable. Is there a setting I need to enable or a software update I need to perform? My firmware version is V2.3.5.30.

I'm really at a loss and really disappointed.

Right now I'm seriously considering going back to my previous setup. I'd rather have a stable, low-performance WiFi setup than a high-speed yet unreliable one.

FURRYe38 · ‎2019-10-03

Any progress on this?

I see no issues with v30 on my system.

@MatthewLowe wrote:
Hi there,

I purchased the RBR50 and RBS50 about a week ago. Everything worked fine for a few days, but I returned home one day and the satellite was disconnected.

I tried rebooting both the router and satellite and after a number of attempts finally got them to reconnect. Since then I've had constant issues with the satellite disconnecting. When it is connected the backhaul status is reported as "Good" and using 5G. The satellite is about 6 meters away from the router, with 2 non-supporting walls between them. When it's connected I get excellent coverage and speeds through the satellite.

This morning however the satellite disconnected again during the night and I simply couldn't get it to reconnect. I finally removed the satellite from the router and went through the process of reconnecting and syncing it. Since then, the backhaul status is reported as "Poor". I've moved the satellite and router closer together with no improvement.

Is there something I'm doing wrong here? I've read all the documentation and everything is set up correctly and positioned appropriately but the whole system is just so unreliable. Is there a setting I need to enable or a software update I need to perform? My firmware version is V2.3.5.30.

I'm really at a loss and really disappointed.

Right now I'm seriously considering going back to my previous setup. I'd rather have a stable, low-performance WiFi setup than a high-speed yet unreliable one.

Retired_Member · ‎2019-10-03

another V2.3.5.30 beta tester

MatthewLowe · ‎2019-10-03

Hello,

Thank you so much for your help! I’ve tried everything you suggested, and things seem OK for a while, but then the same behaviour unfortunately.

What I have realised is that my satellite isn’t disconnecting, but rather rebooting itself.

After trying what feels like everything, I finally contacted support (who actually suggested fewer things than you did), and they have said I need a replacement satellite. We’re in the process of sorting that now.

It’s a real shame this is happening. When my Orbi network works, it works great! Hopefully a replacement will sort my problems.

Thanks again for your help!

FURRYe38 · ‎2019-10-03

AH ok. So a HW issue. See those crop up as well. Glad NG support is working with you on a replacement. Yes Orbi works well, even on v30, if HW is working as well. Let us know how it goes when you get the replacement RBS in place. You should be fine after that.

@MatthewLowe wrote:
Hello,

Thank you so much for your help! I’ve tried everything you suggested, and things seem OK for a while, but then the same behaviour unfortunately.

What I have realised is that my satellite isn’t disconnecting, but rather rebooting itself.

After trying what feels like everything, I finally contacted support (who actually suggested fewer things than you did), and they have said I need a replacement satellite. We’re in the process of sorting that now.

It’s a real shame this is happening. When my Orbi network works, it works great! Hopefully a replacement will sort my problems.

Thanks again for your help!