Internet access frequently dropped at Orbi RBE770 Satellite
Last week I installed a new Orbi 772 system (Router and one Satellite) at my house, replacing an older Nighthawk R7800 router. All connected devices remain the same as before and they were working with no issues before the upgrade. I also reused the same SSIDs and passwords.
I am currently experiencing problems with devices connecting wirelessly to the Satellite, namely a Windows 11 Dell XPS 8960 Desktop (with a WiFi 6E adapter and connecting in the 6 GHz band) and a Windows 11 HP Spectre laptop (with a WiFi 6 adapter and connecting in the 5 GHz band). Both devices frequently lose their Internet access, while still showing a valid WiFi connection. Both the Orbi web interface and mobile app show active WiFi connections for the two devices, but neither computer can connect to any websites. Things go back to normal after I reboot the Orbi system. I have also seen return to normal just after waiting for several hours, without rebooting, or power cycling just the Satellite.
Devices connected to the Satellite, but on the IoT 2.4GHz band, don’t appear to be affected.
The problem does not appear to affect devices connected to the Router, as opposed to the Satellite.
Re: Internet access frequently dropped at Orbi RBE770 Satellite
Thanks for including the screen capture. Could you please conduct an experiment:
When this happens next, open a Windows command window and try a couple of things:
Type ipconfig /all and notice what it says about the connection. Does it have a valid IP address? Gateway address? DNS Server address?
Type nslookup ford.com and observe what happens. (or any other company. I use ford because it is only four letters.)
Type ping 8.8.8.8 Does it get a response?
Alas, I do not have this specific model of Orbi (serious envy). There have been quite a number of comments on the Community Forum about this model lately.
Re: Internet access frequently dropped at Orbi RBE770 Satellite
The problem now occurs more frequently and also seems to affect devices on the 2.4 GHz band (IoT).
I have made several screenshots from the desktop and the laptop, when the problem occurs. I combined them in a ZIP file, but it does not seem I can upload it here. Let me know if there is a good way to share them.
I then completely powered off the Satellite. The two devices connected to the Router and appear to work without problems.
In my opinion (but I am not an IT person) it looks like a DNS problem in the Satellite.
Re: Internet access frequently dropped at Orbi RBE770 Satellite
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 🛰
Does this happen with the RBS turned OFF? What channel configurations are currently set on the router RBR?
What is the chipset brand and model# of the wifi adapter with in the Dell PC?
Be sure it's drivers are updated from the chipset Mfr.
Last week I installed a new Orbi 772 system (Router and one Satellite) at my house, replacing an older Nighthawk R7800 router. All connected devices remain the same as before and they were working with no issues before the upgrade. I also reused the same SSIDs and passwords.
I am currently experiencing problems with devices connecting wirelessly to the Satellite, namely a Windows 11 Dell XPS 8960 Desktop (with a WiFi 6E adapter and connecting in the 6 GHz band) and a Windows 11 HP Spectre laptop (with a WiFi 6 adapter and connecting in the 5 GHz band). Both devices frequently lose their Internet access, while still showing a valid WiFi connection. Both the Orbi web interface and mobile app show active WiFi connections for the two devices, but neither computer can connect to any websites. Things go back to normal after I reboot the Orbi system. I have also seen return to normal just after waiting for several hours, without rebooting, or power cycling just the Satellite.
Devices connected to the Satellite, but on the IoT 2.4GHz band, don’t appear to be affected.
The problem does not appear to affect devices connected to the Router, as opposed to the Satellite.
Re: Internet access frequently dropped at Orbi RBE770 Satellite
Hello and thank you for getting back to me. FW version in both the Router and the Satellite: 10.5.13.1
Cable modem brand is unknown, but was provided by my ISP, Spectrum. It has worked flawlessly for a few years with the Nighthawk R7800 and gives me download speeds about 500 Mbps and 12 Mpbs on uploads.
Cable between modem and Orbi router is the one provided by Netgear with the new Orbi 772 system. My Dell Desktop XPS 8950 (not the one I reported on earlier, which in the first tests connected via WiFi) connects via Ethernet to the Router, with no problems.
There is only one satellite, located about 25-30 feet away from the router, with several inside walls in between (about 3 rooms). My house has a single floor and it has about 2500 sq ft. The router is located at one edge of the house (that is where the Spectrum cable comes in and connects to their modem) and the satellite is about in the middle of the house.
I have now powered off completely the Satellite. Most devices reconnected directly to the router, most of them wirelessly via an IoT, but the second desktop (XPS 8960) in now also connected to the router via Ethernet. After a full power down sequence and restarting the modem, the router, and the PCs, in that order, so far I have not experienced the same issue and the Internet connections seem stable.
Channels: 2.4 GHz is set for Auto and 5 GHz is set for 40.
Windows 11 23H2, both for this PC (XPS 8950) and for the other Dell desktop (XPS 8960) which had problems with WiFi to the satellite.
See attachment for chipset info, which is the same for both desktops.
Based on some troubleshooting I have done, on advice from another expert here, I suspect a DNS problem, but I am not an IT person, so take that with a grain of salt. I have multiple screenshots, but I don't seem to be able to share more than one attachment.
Re: Internet access frequently dropped at Orbi RBE770 Satellite
Just to follow up, after the problem occurs, the nslookup command always fails (it times out). The ping 8.8.8.8 also fails most of the times, but I have seen once a successful response to it.
I have provided a lot of information, i.e. screenshots and Debug Log files (for both Router and Satellite) to Netgear Tech Support and they claim to have passed all of that to their Engineering team, which will attempt to provide a solution.
Re: Internet access frequently dropped at Orbi RBE770 Satellite
Would need to identify the ISP modem. Though may have worked with prior router, may be something that needs to be looked at by NG for the new Orbi system. Why they need brand and model#.
As for the adapters, Killer branded is known to have odd issues and have there own QoS features that can give problems and conflicts with router systems. Would try to disable any QoS features on these adapters. I've used Intel and Marvel based adapters and have not seen this issue with my 770 series or 970 series.
WiFi7 is only supported on Windows 11 24H2 version.
What is the brand and model# of the wifi adapter in these PCs?
Re: Internet access frequently dropped at Orbi RBE770 Satellite
I attached all I could find about the cable modem. I will also forward it to Netgear.
I have switched to using a HP Spectre laptop for my testing, because I connected both Dell Desktops to the Orbi Router via Ethernet. This laptop experiences exactly the same issue when it connects to the Satellite. It uses an Intel WiFi 6 AX201 160MHz adapter and connects at 5GHz.
I have no devices capable of WiFi 7. Only WiFi 6E or WiFi 6.
The issue is not experienced by devices connected wirelessly to the Orbi Router, as opposed to the Satellite.
Re: Internet access frequently dropped at Orbi RBE770 Satellite
That's a Hitron branded modem. Not the best.
I'd make sure the ISP checks the signal up to the modem and the signals are to spec and error free.
Be sure the adapter drivers are up to date for the Intel adapters.
Might set a IoT network on the RBR and have the devices connect to this network on 5Ghz with the RBS and see if this still happens. Something to give NG for additional results.
