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Orbi WiFi 7 RBE973
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Re: I am having the worst disconnection problems imaginable

SporadicWifi
Tutor

I am having the worst disconnection problems imaginable

How were you able to get the new Firmware? I am having the worst disconnection problems imaginable.

Message 1 of 26
Yld2rob
Luminary

Re: I am having the worst disconnection problems imaginable

When I went to the app and checked for an update.

Message 2 of 26
FURRYe38
Guru

Re: I am having the worst disconnection problems imaginable

So can you explain what "worst disconnection problems" means and give more details? 

 

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?
Be sure your using a good quality LAN cable between the modem and router. CAT6A STP is recommended. 
How many RBS are deployed? 
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 ‌‌🛰

 

What devices do you have connected? 

Does this happen with the RBS turned OFF? 
Does this happen with both wireless and wired devices? 
What channel configurations are currently set on the router? 

Message 3 of 26
SporadicWifi
Tutor

Re: I am having the worst disconnection problems imaginable

I finally tried contacting support this morning after having these issues for a month.  I did hours of researching and reading on this to try and solve my own issues, because it helps me learn.  I have been waiting all day for them to call me back.  My wife streams for a living from her iPhone and it's been a nightmare with the constant disconnects, not being able to connect back to our wifi, etc.  Old Orbi system 850 works flawlessly.

  • Orbi Firmware Version 9.10.1.4
  • Issues are worst with our 2 iPhone 15 Pro's and 1 Apple iPad Pro - I turned off private wifi and limit IP Address Tracking on all, and have even turned off Wifi 6E from the phone (this helped big time).  We'll notice our devices disconnected from WiFi often, and won't have the ability to get back on it until we "forget Wifi" and start over from scratch.
  • I've tried doing resets on the 970 system from scratch and that did not help
  • WiFi will blip off for a second a couple times a day interrupting Microsoft Teams calls on HP laptop, interrupting YouTube TV streams (this happens very little).
  • Verizon Fios 1 Gig up/down
  • 2.4 GHz channel 11
  • 5 GHz channel 48

     

    I've been playing around with different layouts between 1 and 2 RBS in addition to the router in 4,600 sq ft between 3 floors.    This is my third Orbi system I've upgraded to, none of my disconnection problems happened until the 970 system.

Message 4 of 26
FURRYe38
Guru

Re: I am having the worst disconnection problems imaginable

I'll pass this on to NG and see if we can get you the newest beta.

@Straq 

Message 5 of 26
SporadicWifi
Tutor

Re: I am having the worst disconnection problems imaginable

Thanks for the help @FURRYe38.

Message 6 of 26
Straq
NETGEAR Expert

Re: I am having the worst disconnection problems imaginable

Hi there,

 

Engineering team here. Will be messaging you privately.

 

In the meantime, if you can update and factory reset Satellites only that will be great. Let me know if issue persists.

 

It has happened where if just one satellite in the network system is in issue state, the satellite will keep beaconing the SSID and clients will experience issue maintaining a stable connection. 

 

 

 

Message 7 of 26
FURRYe38
Guru

Re: I am having the worst disconnection problems imaginable

Hopefully you got this version of FW thats been release now:

FYI:

https://community.netgear.com/t5/Orbi-WiFi-7-BE-Mesh-Systems/New-RBE970-RBE971-Firmware-Version-9-10...

 

Any progress?


@SporadicWifi wrote:

I finally tried contacting support this morning after having these issues for a month.  I did hours of researching and reading on this to try and solve my own issues, because it helps me learn.  I have been waiting all day for them to call me back.  My wife streams for a living from her iPhone and it's been a nightmare with the constant disconnects, not being able to connect back to our wifi, etc.  Old Orbi system 850 works flawlessly.

  • Orbi Firmware Version 9.10.1.4
  • Issues are worst with our 2 iPhone 15 Pro's and 1 Apple iPad Pro - I turned off private wifi and limit IP Address Tracking on all, and have even turned off Wifi 6E from the phone (this helped big time).  We'll notice our devices disconnected from WiFi often, and won't have the ability to get back on it until we "forget Wifi" and start over from scratch.
  • I've tried doing resets on the 970 system from scratch and that did not help
  • WiFi will blip off for a second a couple times a day interrupting Microsoft Teams calls on HP laptop, interrupting YouTube TV streams (this happens very little).
  • Verizon Fios 1 Gig up/down
  • 2.4 GHz channel 11
  • 5 GHz channel 48

     

    I've been playing around with different layouts between 1 and 2 RBS in addition to the router in 4,600 sq ft between 3 floors.    This is my third Orbi system I've upgraded to, none of my disconnection problems happened until the 970 system.


 

Message 8 of 26
SporadicWifi
Tutor

Re: I am having the worst disconnection problems imaginable

I was able to get the FW last week through support.  I've only had one instance of iPhone 15 Pro Max disconnecting and not able to connect without a reboot.  Support has had be reset network settings on the iPhone and will continue to monitor.  Thanks for the help and following up.

Message 9 of 26
FURRYe38
Guru

Re: I am having the worst disconnection problems imaginable

Is Private IP address disabled on the phone? Just checking this. 

Message 10 of 26
SporadicWifi
Tutor

Re: I am having the worst disconnection problems imaginable

Private Wi-Fi Address and Limit IP Address Tracking are both turned off.  iCloud Private Relay is also turned off, although I'm not sure if this one matters.

Message 11 of 26
FURRYe38
Guru

Re: I am having the worst disconnection problems imaginable

Ok. I only disable PWA on my 12 pro max.

Message 12 of 26
Straq
NETGEAR Expert

Re: I am having the worst disconnection problems imaginable

Hi There,

 

Engineering Team here. If one satellite is in issue state, more than likely it was causing your clients to get disconnected due to this bad satellite. Can please factory reset the satellites just to make sure they are in a good state. 

 

Please let us know right away if you encounter issues again

Message 13 of 26
SporadicWifi
Tutor

Re: I am having the worst disconnection problems imaginable

Both Satellite's factory reset.  Still having disconnection problems with iPhone 15 Pro Max.  Did a reset of network settings on iPhones and will monitor. 

Message 14 of 26
SporadicWifi
Tutor

Re: I am having the worst disconnection problems imaginable

This happens to both my iPhone 15 Pro's as well...

Message 15 of 26
Straq
NETGEAR Expert

Re: I am having the worst disconnection problems imaginable

Update: There are some flaws in the seamless roaming around the network. We are working to improve this in the upcoming firmware. Will update again once a firmware is ready

 

Will also like to bring up that latest iOS 17 production firmware has some Wi-Fi issues as well. I am currently running Beta firmware iOS issue looks to be improved and better but still see some lag between connections of router and satellite

Message 16 of 26
brianld
Apprentice

Re: I am having the worst disconnection problems imaginable

@Straq - thanks for the update.  To clarify, are you seeing improved wi-fi on iOS 17.3 Beta?  Would like to get on "the list" for new beta firmware when ready ... we have multiple iPhones and am seeing the same disconnect issues others have reported.

Message 17 of 26
SporadicWifi
Tutor

Re: I am having the worst disconnection problems imaginable

I just lost connection to the main router with iPhone Pro 15 Max and could not rejoin without rebooting both the orbi and iPhone.  This is rare, usually it happens with the satellite or when I'm moving around the house.  I was stationary.  On latest ios and latest public orbi firmware

Message 18 of 26
Straq
NETGEAR Expert

Re: I am having the worst disconnection problems imaginable

Hi @SporadicWifi ,

 

This is known issue at the moment and a fix is ready but there is no beta firmware ready for this yet due to ongoing validation before mainstreaming the fixes. Issue is mainly seen on Android Clients then iOS clients though. First time hearing on iPhone. Hope issue is similar. 

 

The main symptom has been: Phone cannot connect to network at all. Android phone will say "connection failed". Will ask for password again, but even with correct password, client cannot connect. 

Message 19 of 26
Straq
NETGEAR Expert

Re: I am having the worst disconnection problems imaginable

@brianld Please dm directly to give you early firmware onec it is ready. It will be a few days before it is ready. 

 

Will also like your help with something if possible. Next time you see issue, if your iPhone is using cellular instead of Wi-Fi, can you go to settings app. Do no click on"Wi-Fi" tab. Instead, check if it says "Not Connected" or if its connected to your network name. We have seen occasions where iPhone is using Cellular for data instead of using the Wi-Fi Network for Data. Please let me know if you see this or no.

 

 

Message 20 of 26
FURRYe38
Guru

Re: I am having the worst disconnection problems imaginable

Any progress on this? 

 

Might update to this if you don't have this already: https://community.netgear.com/t5/Orbi-WiFi-7-BE-Mesh-Systems/New-RBE970-RBE971-Firmware-V9-10-4-1-1-...


@SporadicWifi wrote:

I just lost connection to the main router with iPhone Pro 15 Max and could not rejoin without rebooting both the orbi and iPhone.  This is rare, usually it happens with the satellite or when I'm moving around the house.  I was stationary.  On latest ios and latest public orbi firmware


 

Message 21 of 26
SporadicWifi
Tutor

Re: I am having the worst disconnection problems imaginable

Did Firmware upgrade through Orbi app to V9.10.4.1_1.1.17 this morning.  Will closely monitor.  Newest iOS 17.2 was not a help.

Message 22 of 26
FURRYe38
Guru

Re: I am having the worst disconnection problems imaginable

Ok. I recommend a power OFF of the system for 1 minute then back ON.

 

Ya, NG is aware of the Apple iOS issue. Hoping Apple can help fix that as well. They should be aware of it.

Im still on 16.5. Waiting for Apple to ensure things are good. 🙄

Message 23 of 26
Straq
NETGEAR Expert

Re: I am having the worst disconnection problems imaginable

FW V9.10.4.1 will not fix connectivity issues. We already have a newer firmware that still had to go through quality assurance testing. However, the connectivity issues are almost all fixed based on testing and validation mainly for connectivity, steering/roaming around network. We need to rest of quality test cycle. If you will like to get firmware early please let me know, otherwise please wait a week for quality assurance to go through some cycles

Message 24 of 26
Straq
NETGEAR Expert

Re: I am having the worst disconnection problems imaginable

I have given early firmware release with fixes. @SporadicWifi  please update your results with early firmware release. For those that want to get firmware early please message me directly. The firmware is currently ongoing quality assruance testing

 

Message 25 of 26
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