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Forum Discussion
Orbi dropping internet connection finally resolved!
Hi Everyone,
So I've had countless issues with my Orbi RBK50 where I've been frustrated, called support, sent a number of support messages, with no response. Support even initially asked me to take it back to the vendor as they believed it was a hardware fault. I take it back, get a replacement, only to be in the same position with the exact same issue. I was at the point where I was about to send my Orbi system back again, with only a day remaining before the 30 day return policy expired, and thought I'd give it one last try.
To reiterate my issue, I have a modem/router provided by my ISP (Shaw in Canada) that I've disabled the WIFI service on, and primarily use the RBK50 system for wireless throughout my home. I had airport extremes running my WIFI prior to moving to the Orbi system with no issues at all except for coverage. I had my modem/router set to modem with the extremes and thought it should be easy enough to make the switch. In doing so, I replaced the ethernet cables and forgot I had set IP passthrough as a port on the modem and this is where my problems started. I obviously didn't reuse the same port and had internet dropping issues on both ethernet and wireless ever since. The only way I found I was able to resolve my lack of internet was to reboot the RBR50 that was connected to my modem which would only last for a few hours before I needed to "rinse and repeat". I finally gave up, reset my modem back to a modem/router and the RBR50 to AP mode and BANG! I ended up with stable service.
Now as it was my last day of the 30 day return policy for my Orbi, I figured I'd give it one last go. I configured my modem/router back to just a modem, this time setting my Orbi's MAC address for IP passthrough, and the Orbi back to Router mode, and BANG! I have stable service again!
So for those having instability in your Orbi service, check and ensure your ISP can provide you with a secondary address so you can use the Orbi as a router rather than your modem and you won't have double NAT! And to Netgear support, please take note of this and ensure their support teams are asking the right questions as they're literally attempting to get us off the phone as quick as possible with minimal actual support processes.
32 Replies
Hello Shanwa,
Thanks for your detailed experience in resolving a major issue through trial and error. Would you mind, writing a step by step process for someone new who is trying this, so that he/she doesn't have to go through the same trouble you went through. Key things I got from your note are this:
1. Ask the ISP to provide a secondary address
2. Turn off the Wifi on the incoming modem
3. Connect the Orbi main unit to the modem and set it up as a router. (I am not clear on the MAC address set up etc. - can you elaborate)
4. Connect the two satellite units (in which mode).
I am sure there are more details than above. Do you mind taking the time to elaborate on this based on your experience.
Regards,
Yep for sure!
Either ask your ISP for a secondary address so you can then allow IP passthrough on your modem or bridge your modem/router depending on the configurations it has. Disregard the mac address setup, as this is dependent on your modem/router and its capabilities along with what your ISP can do for you. Here's a good community thread from my ISP on bridging/IP passthrough.
My satellites just connect to the RBR50 without issue. There's no need to set any configurations on these as they should just obtain settings from the RBR50.
Shanwa,
Thanks for the comments. I am experiencing the same problem. I have Comcast/Xfinity which uses a modem/router (M/R). Comcast set the M/R for bridge mode and I connected my Orbi. It works beautifully for a while, but then experiences the same drops that you mentioned. I've read over your comments, including the link that you provided, but I'm not clear on what I need to set in the Orbi.
I think I'm at the point that you mentioned in the following statement:
"Now as it was my last day of the 30 day return policy for my Orbi, I figured I'd give it one last go. I configured my modem/router back to just a modem, this time setting my Orbi's MAC address for IP passthrough, and the Orbi back to Router mode, and BANG! I have stable service again!"
Comcast set my M/R up in bridge mode. I assume that should mean that the M/R is acting as a modem. In addition, the router information page shows the Orbi is in router mode. I don't see any options, however, for setting the Orbi's MAC address for IP passthrough. About the only setting that seems to be related is the one that specifies that the Orbi get the IP address dynamically from the ISP and that is checked. I'm probably just overlooking it, but any help in locating the setting would be greatly appreciated.
Thanks,
Wayne
- This is NOT the solution for the disconnecting issue. I don't know what they did with the last update, but I would no longer buy this... it's terrible with multiple disconnects dally, making my home control items not work correctly... I need suggestions for what to switch to now please? I have had this system for a little over a year, and it worked great up until a few weeks ago... NETGEAR can NOT seam to figure out how to fix it... it's a lot of $$$ wasted
- I would NOT recommend the Orbi. I have had mine for over a year (and it used to be awesome), but a firmware update 6 or more weeks ago has made it junk. It disconnects multiple times, day & night. The disconnects mess with all my home control items(tired of having to reset some of them). And the satellite is in the bedroom, so as it cycles back to reconnect, it becomes a very annoying night light. At first it seemed like a problem with my ISP, but I quickly figured out it was my Orbi system. Netgear doesn't seem to be in a hurry to fix the firmware either. And there is no way to turn off the automatic updates and/or roll it back to one that worked. I am frustrated, especially for what it cost. I am trying to figure out what system I should change to? Suggestions appreciated. Thanks.
sleepr88,
I solved the problem by putting the Orbi in Access Point (A/P) mode.
I got involved in a detailed thread that covers the entire process. See the following link:
https://community.netgear.com/t5/Orbi/Ap-mode-or-router-orbi-rbk50/m-p/1454074#M17404
Since I put the Orbi in AP mode I haven't had a single drop.
Wayne
Just to add my 2¢. I ran into the same problem when I suspect AT&T pushed an update out to its UVerse modem router and it reset its internal settings. Although I have in the past run my Orbi system in Acces Point mode as a device on my UVerse internal home network, I find it much better (and had it setup) to have my UVerse modem/router put the Orbi router into its DMZ. This effectively allows the Orbi router traffic to pass through the UVerse modem/router right to the internet and even get its own Uverse IP address. You will need to make sure the firewall settings are ON for the Orbi as the UVerse modem/router simply passess all of the internet traffic right through. I had not had the dropping problem for many months, then it started abruptly and lasted for a week until I moved my Orbi router back into the DMZ of the UVerse modem/router. I have not had the dropping internet problem since and that has been a couple weeks now.
When ISPs push FW to there modems, the maybe problems of the FW clearing out previously used configurations so for users with these kinda of modem configurations, keep an eye on the modem. DMZ is a valid solution and does work well for adding a external router such as the Orbi router to a modem/router combo that can't be fully bridged. Glad you checked the modem and got it re-configured again for the Orbi.
Enjoy. :smileywink:
AllOuttaBbleGum wrote:
Just to add my 2¢. I ran into the same problem when I suspect AT&T pushed an update out to its UVerse modem router and it reset its internal settings. Although I have in the past run my Orbi system in Acces Point mode as a device on my UVerse internal home network, I find it much better (and had it setup) to have my UVerse modem/router put the Orbi router into its DMZ. This effectively allows the Orbi router traffic to pass through the UVerse modem/router right to the internet and even get its own Uverse IP address. You will need to make sure the firewall settings are ON for the Orbi as the UVerse modem/router simply passess all of the internet traffic right through. I had not had the dropping problem for many months, then it started abruptly and lasted for a week until I moved my Orbi router back into the DMZ of the UVerse modem/router. I have not had the dropping internet problem since and that has been a couple weeks now.
- Hi, I’ve been experiencing the dropped connection issue ever since I temporarily switched to Uverse (against my will; the tech did it while installing AT&T phone service).
I’m back on Spectrum now. Could you explain how to put the Orbi into a Spectrum Arris modem’s DMZ? (I didn’t know what a DMZ was until I googled it, so please try to dumb it down for me.) I have the modem in Bridge mode & the Orbi in Router mode, at the moment.
