Re: Orbi 970 and 2 Satellites - Router dropping out ~once an hour

JHMB · ‎2023-10-18

I setup an Orbi 970 router and two satellites about 24 hours ago and have it has been working great aside from the fact that the router loses connection to the internet about once an hour. I am not a networking guy so I dont know exactly what information to supply here, but I will happily answer questions to the best of my ability. Here is some contextual information:

Router - RBE971 running firmware version V9.10.0.2_1.1.15, located in basement in large family room connected to Verizon FIOS box with a cat7 cable
Satellite 1 - RBE970 running firmware version V9.10.0.2, located on main floor in large living room connected to router with Cat6 cable through a 2.5Gigabit per second network switch
Satellite 2 - RBE970 running firmware version V9.10.0.2 located on main floor in bedroom connected to router via WiFi (no hardwired backhaul)

The router and satellites form a triangle in the house, spanning basement and main floor. Router is ~50 ft from Satellite 1, and ~30 ft from Satellite 2. Satellites 1 and 2 are about ~60 ft from each other (these are estimates off the top of my head).

I previously had a google mesh system, so I don't think the problem is on the Verizon FIOS internet side of the world. I honestly don't know if I need to call Verizon and tell them that I have a new router, I don't think I do and I have not called them as I am pretty sure they would just tell me they cant help me if I am not using the one they supplied.

Any thoughts, questions, comments are welcome.

FURRYe38 · ‎2023-10-18

Does the front LED on the RBR turn on PINK when this happens?

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. CAT# STP (Shielded Twisted Pair) is recommended.

What is the size of your home? Sq Ft?

Basements are not recommended places for the main RBR unit. Main level or 2nd level is recommended.

JHMB · ‎2023-10-18

Thank you for the response. The LED on the front of the router flashes white, I have not seen it go pink. The house is a ranch with a finished basement, 2000 sqft main floor and 1400 sqft finished basement.

The ISP ONT is an Arris model#: ONT1000G14

The ethernet cable is a cat 7 flat etherent cable 30AWG (so not shielded twisted pair)

The system works great while it is working.

FURRYe38 · ‎2023-10-18

Lets see if you can get a CAT6 or CAT7 A STP cable installed.

I'd also keep an eye on the RBR logs to see if you notice anything in the logs when this happens. Might see Internet connection entries when this happens.

Can post a capture of the logs here in a post for review.

For the size of home, the RBR and just 1 RBS would be recommended. Having two maybe over saturating:

https://youtu.be/UR0viMLISz4

JHMB · ‎2023-10-18

I will pick up some Cat7 shielded twisted pair and install it. I will also see about moving the router to the main floor and putting an satellite in the basement, and keeping the second satellite unplugged to see how the system acts.

On cue the router just lost connection so I grabbed the log file (I don't know if the router rebooted itself or not but the log file seems to have started over with this latest drop out):

[DHCP IP: (192.168.1.137)] to MAC address 30:05:05:A6:EB:81, Wednesday, Oct 18,2023 11:33:38
[DHCP IP: (192.168.1.200)] to MAC address 94:18:65:D5:85:84, Wednesday, Oct 18,2023 11:33:38
[Admin login] from source 192.168.1.160, Wednesday, Oct 18,2023 11:33:27
[DHCP IP: (192.168.1.36)] to MAC address F8:0F:F9:58:14:CD, Wednesday, Oct 18,2023 11:33:20
[DHCP IP: (192.168.1.42)] to MAC address 3C:8D:20:E8:D4:2B, Wednesday, Oct 18,2023 11:33:19
[DHCP IP: (192.168.1.47)] to MAC address 3C:8D:20:E8:0A:0A, Wednesday, Oct 18,2023 11:33:19
[Admin login] from source 192.168.1.98, Wednesday, Oct 18,2023 11:33:10
[DHCP IP: (192.168.1.29)] to MAC address E4:F0:42:3D:C1:98, Wednesday, Oct 18,2023 11:32:47
[DHCP IP: (192.168.1.200)] to MAC address 94:18:65:D5:85:84, Wednesday, Oct 18,2023 11:32:46
[DHCP IP: (192.168.1.45)] to MAC address 1C:53:F9:7F:78:45, Wednesday, Oct 18,2023 11:32:19
[DHCP IP: (192.168.1.29)] to MAC address E4:F0:42:3D:C1:98, Wednesday, Oct 18,2023 11:32:10
[DHCP IP: (192.168.1.10)] to MAC address F8:0F:F9:91:17:43, Wednesday, Oct 18,2023 11:32:07
[DHCP IP: (192.168.1.196)] to MAC address 14:C1:4E:D7:7C:B4, Wednesday, Oct 18,2023 11:32:03
[DHCP IP: (192.168.1.29)] to MAC address E4:F0:42:3D:C1:98, Wednesday, Oct 18,2023 11:31:52
[DHCP IP: (192.168.1.176)] to MAC address 3C:8D:20:EC:4E:FD, Wednesday, Oct 18,2023 11:31:52
[DHCP IP: (192.168.1.65)] to MAC address D6:8D:C9:09:38:C3, Wednesday, Oct 18,2023 11:31:31
[DHCP IP: (192.168.1.96)] to MAC address 2C:2B:F9:B2:EB:3C, Wednesday, Oct 18,2023 11:31:29
[DHCP IP: (192.168.1.85)] to MAC address 18:B4:30:91:75:BA, Wednesday, Oct 18,2023 11:31:25
[DHCP IP: (192.168.1.182)] to MAC address 48:D6:D5:EA:80:ED, Wednesday, Oct 18,2023 11:31:16
[DHCP IP: (192.168.1.50)] to MAC address 64:16:66:6F:51:39, Wednesday, Oct 18,2023 11:31:11
[DHCP IP: (192.168.1.46)] to MAC address 18:B4:30:91:88:2C, Wednesday, Oct 18,2023 11:31:11
[DHCP IP: (192.168.1.47)] to MAC address 3C:8D:20:E8:0A:0A, Wednesday, Oct 18,2023 11:31:09
[DHCP IP: (192.168.1.196)] to MAC address 14:C1:4E:D7:7C:B4, Wednesday, Oct 18,2023 11:31:09
[DHCP IP: (192.168.1.85)] to MAC address 18:B4:30:91:75:BA, Wednesday, Oct 18,2023 11:31:08
[DHCP IP: (192.168.1.45)] to MAC address 1C:53:F9:7F:78:45, Wednesday, Oct 18,2023 11:31:07
[DHCP IP: (192.168.1.153)] to MAC address 64:16:66:71:47:23, Wednesday, Oct 18,2023 11:31:06
[DHCP IP: (192.168.1.42)] to MAC address 3C:8D:20:E8:D4:2B, Wednesday, Oct 18,2023 11:31:06
[DHCP IP: (192.168.1.160)] to MAC address 50:E0:85:E4:57:37, Wednesday, Oct 18,2023 11:31:05
[DHCP IP: (192.168.1.36)] to MAC address F8:0F:F9:58:14:CD, Wednesday, Oct 18,2023 11:31:05
[DHCP IP: (192.168.1.37)] to MAC address 64:16:66:8E:04:CF, Wednesday, Oct 18,2023 11:31:05
[DHCP IP: (192.168.1.80)] to MAC address 94:18:65:D5:85:0C, Wednesday, Oct 18,2023 11:31:03
[Time synchronized with NTP server] Wednesday, Oct 18,2023 11:30:07
[Internet connected] IP address: Wednesday, Oct 18,2023 11:30:07
[Initialized, firmware version: V9.10.0.2_1.1.5] Wednesday, Oct 18,2023 11:29:59

FURRYe38 · ‎2023-10-18

Keep an eye on this entry next time you notice the router drop:

[Internet connected]

[Initialized, firmware version: V9.10.0.2_1.1.5]

JHMB · ‎2023-10-18

Ok, any specifics on what I am looking for? I am curious what caught your attention.

FURRYe38 · ‎2023-10-18

If you see those entries in the log when you notice the router dropping out. Also check the front LED as well. What's it doing when this happens.

I presume when then happens both wired and wireless devices don't get internet services at all?

JHMB · ‎2023-10-18

Correct, when this happens all internet access to all devices stops. If I don't do anything the router will reestablish a connection with the internet, and then with the satellites over the span of about 10 minutes. From what I have witnessed, once the internet connection to my devices drops out, the router and all satellites flash white until they are reconnected (sometimes the satellites go to blue while the router is "getting to know them" or whatever it does during the reconnect process.

FURRYe38 · ‎2023-10-18

Lets have you enabled WAN/LAN and debug logging on the RBRs web page found here and after this happens again, please save off the log. 192.168.1.1/debug.htm

JHMB · ‎2023-10-18

Will do, unfortunately the latest restart was happening while you were replying to me. I was able to observe most of it, as soon I saw my devices drop out I went to look at the router and there were no LEDs on at all for 3-5 minutes, like the router was rebooting. After 3-5 minutes the white lights began blinking and eventually the system all came back up and reconnected.

I will enable the debug log now and post here when I see this happen again.

I appreciate the support.

FURRYe38 · ‎2023-10-18

👍

JHMB · ‎2023-10-18

I have a zipped directory for the debug log, but I can't seem to attach a zipped directory on this forum. There are many files in the directory, if you let me know which one(s) you would like I can attach them here.

Side note, while the router was rebooting itself I did notice that the satellites LED's went pink.

Any chance that I just have a bad router? I can't imagine this is typical user experience.

FURRYe38 · ‎2023-10-19

Please post to a cloud service like onedrive or dropbox and PM me the shared link.

What was the brand and model of your previous router? It didn't experience this same thing right?

JHMB · ‎2023-10-19

I am not working from home today so I won't be able to get you the debug logs until this evening. I previously had a Netgear RBK853 mesh system and it worked great. Only reason I attempted to upgrade was that my in-laws needed an upgrade so I was going to set my RBK853 up for them at their place and put a new system in at my house.

I did open a ticket with Netgear support in parallel, and working with them last night I re-flashed the firmware, and also swapped the router power supply with a satellite power supply (to rule out a faulty supply causing router restart). Neither of those two troubleshooting measures fixed the issue

I have noticed that my router (and satellites) put off much more heat than my older RBK850 units, I am assuming that this is expected though.

FURRYe38 · ‎2023-10-19

Ok.

Yes, Orbi 7 gives off more heat due to the 10Gb HW support.

I keep on of these on top of my RBR:

https://www.amazon.com/Portable-Cooling-Receiver-Playstation-Computer/dp/B08ZSJFNMS

JHMB · ‎2023-10-20

Just an update, I have been working with Netgear tech support for the past two days, and they are doing their best, but I am done with this router at this point. I am going to return it. This hassle is not anywhere near the value I need to get for my money on this product.

FURRYe38 · ‎2023-10-20

Understand.

Good Luck.

JHMB · ‎2023-10-23

I have another update. I had the system boxed up and ready to return when I got a call from Netgear customer service saying that their engineering team thinks they found a compatibility issue with my specific ONT and Verizon FIOS and the 971 router. They asked me if I would be willing to set the system back up with a slight modification, I am now running an ethernet cable from my ONT to a multi gigabit unmanaged switch, and then from that switch to my 971 router. I am then running the ethernet out of the 971 back to a different multi gigabit unmanaged switch that feeds to the hardwired backhaul for my satellites (as well as a few other hardwired drops in the house).

I wanted to document this here for anyone following along.

I will write an update 12-24 hours from now with how this new layout impacts my router restart issue.

FURRYe38 · ‎2023-10-23

Great into. I was curious about the compatibility.

What is the brand and model# of the switch your using?

Keep us posted.

JHMB · ‎2023-10-23

I am using a D-Link DMS-108 (8-Port 2.5GB Unmanaged Gaming Switch with 8 x 2.5G - Multi-Gig) switch. The support engineer I spoke with said it had to be an unmanaged switch for this solution to work.

FURRYe38 · ‎2023-10-23

👍

JHMB · ‎2023-10-23

Update: The system ran great for a few hours but I just had back to back router reboots. I have a note out to Netgear support and while keep posting updates here up until I have a resolution or I return the system. But for anyone else with Verizon FIOS and an Arris model#: ONT1000G14 ONT placing an unmanaged switch between the router and the ONT does not appear to solve the problem.

FURRYe38 · ‎2023-10-23

Thanks for letting us know.

Be sure to ask NG support about debug logs if you haven't passed those already. Something that can help NG figure this out.

I've asked others about this and theres is working, however seem to have other branded ONTs and not Verizon. Sounds like something with this particular brand and model that NG needs to figure out.

JHMB · ‎2023-10-23

I just turned debug logging on with this last round of reboots so that I can hopefully catch something useful on the next round. The support engineer did say that it is my particular make and model of ONT (Arris model#: ONT1000G14) that is associated with this issue, definitely worth clarifying that for anyone else reading through this.