I've a C7800 provisioned by xfinity and an EX8000 extender (firmware v1.0.1.240) extender. They are (almost) line-of-sign through a doorway. The EX8000 disconnects from the C7800 at least once daily, and often more frequently. By disconnect I mean that devices connected to the EX8000, either by wire or wifi, are no longer connected to the network through the C7800. The C7800 doesn't show them as devices, and doesn't show the EX8000 as a device. BUT, I can generally connect via web browser from my desktop, wired to the C7800, to the EX8000 and restart it remotely, after which it connects again to the C7800 and the devices connected to it come on-line. This has been going on for quite some time: over a year. It started happening maybe once a month. Over time that became once a week, then close to daily, and now daily or more often. Recommendations?

Regrettably I'm still getting the disconnects. There doesn't seem to be any change in frequency of occurrence or any other symptomology. Nothing is apparent in the router log files. (If there are log files on the extender I don't know how to access them.)

Screenshot of status page attached. Thanks much for your continued help with this: I do appreciate it.

I've not had any router problems. Currently I have the extender set to provide its own network, and leave the router to provide its own wifi network. When the extender drops out I can still access the wifi provided by the router. Not sure whether it is relevant here, but - as mentioned earlier - when the extender "disconnects" its status lights don't reflect any problems: i.e., they are all bright white. The only way I've found to get the extender to reconnect to the router is to reboot/power-cycle the extender.

Did you set them up using wps? If so, factory reset the ex8000. Using the installation assistant to reinstall. during the install process, uncheck the "extend 2.4ghz" network. You'll still be able to use the 2.4ghz but it won't act as failover for the backhaul. You can also try changing which channel t he C7800 uses for the 5ghz in case theres issues/interference on it.

Thanks - I'll give this a try and report back. Quick question: can you explain your thinking on the recommendation to disable the "extend 2.4 GHz network"?

X6S Mesh Extender/C7800 keep disconnecting

15 Replies

plemans
Guru - Experienced User
Jun 17, 2022
Did you set them up using wps?

If so, factory reset the ex8000. Using the installation assistant to reinstall. during the install process, uncheck the "extend 2.4ghz" network. You'll still be able to use the 2.4ghz but it won't act as failover for the backhaul. You can also try changing which channel t he C7800 uses for the 5ghz in case theres issues/interference on it.
- sfinn
  Guide
  Jun 17, 2022
  Thanks - I'll give this a try and report back.
  Quick question: can you explain your thinking on the recommendation to disable the "extend 2.4 GHz network"?
  - plemans
    Guru - Experienced User
    Jun 17, 2022
    Reason I say uncheck that is the EX can use the 2.4ghz as failover for the 5ghz. So if there's issues with the 5ghz, it'll use the 2.4ghz. Problem is that the 2.4ghz is incredibly slow and significantly increases ping times. In my experience, its better to disable the 2.4ghz failover and find a stable 5ghz channel for the backhaul and just stick with that.

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X6S Mesh Extender/C7800 keep disconnecting