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Forum Discussion
Orbi satellite dropping connection
Right to the point: my Orbi system has 2 satellites and 1 main tower. The internet drops/slows down (to the point where internet browsing is not possible) 2-3 times per day randomly without warning o...
Unfortunately, the beta firmware v2.0.0.64 did not solve this problem for me. I am now on v2.0.0.66 but won't know for another 24-hour cycle if it worked.
I opened a ticket with Netgear support. Level 1 walked me through a bunch of things I had already tried. Had to wait a few hours for the next disconnect. Called back. Level 1 again tried to make me do the same thing. I asked to go to Level 2...they said NO. they wanted me to go through the same steps I went through the day before on the same ticket! They would not let me get the new firmware. They told me to return the product to the store! Wonderful support you have Netgear.
In order to even work from home I have had to put ANOTHER router in place and turn the Orbi to AP mode. We will see if that works as a temporary solution. I am ordering your competitors products right now. Done with Netgear.
Also had the problem with satellite dropping connection eventually. Restarting, working for a few hours then lost connection to router again.
It has been a long rad but...For me, following has worked so far:
1) Download firmware 1.11.0.20 and update all units (bug seems to appear in later versions)
2) Make sure system does not auto update as per https://community.netgear.com/t5/Orbi/Firmware-V1-12-0-18-Discussion/td-p/1320421/page/5
HockeyStick wrote:What 2.0 firmware? Everytime I check, it still says 1.12.0.18 is the latest version? You can't ask us to give you feedback if you haven't released it yet.
It's been posted on the forum https://community.netgear.com/t5/Orbi/OrbiOS-2-0-availability/m-p/1368730#M13446 first as beta, now a link to the released code. Though for some reason they are not making it available on auto update, probably to give people a chance to install it manually on a sort of extended gold master test.
I don't mind this. If you are having issues the firmware is not difficult to install manually, just download the router and satellite firmware, then update the satellites first (manual upload in advanced setup), then after those are done update the router firmware.
What 2.0 firmware? Everytime I check, it still says 1.12.0.18 is the latest version? You can't ask us to give you feedback if you haven't released it yet.
Hello everyone
If you are still seeing disconnects on the 2.0 firmware and have done a factory reset send me a PM with your name, email, and phone number and I will get you in contact with support to troubleshoot the issue.
DarrenM
seriously considering smashing my orbi with a hammer and putting it up on youtube so I get some money back for this paper weight
cinek wrote:
DarrenM wrote:Hello cinek
Do you have mumimo and beamforming enabled?
DarrenM
No, both disabled. Netgear support also got me to disable 20.40 coexistance but now the satellite drops internet connection. Happened twice within the last 8 hours. Strong signal everything connects but no internet connection
reset the system too but dropouts still happen.
DarrenM wrote:Hello cinek
Do you have mumimo and beamforming enabled?
DarrenM
No, both disabled. Netgear support also got me to disable 20.40 coexistance but now the satellite drops internet connection. Happened twice within the last 8 hours. Strong signal everything connects but no internet connection
At this point, the only thing that would make me happy is a full refund from Netgear. Unfortunately, I doubt they would ever step up and make that happen.
I would be happy with a replacement or a full refund. I have 4 units total so it was expensive. I should have went with the X10 and a second X8 or X10 as a WAP.
Glad you are up and running.
- I agree there seems to be a process problem somewhere at Netgear.
I was a very happy Orbi customer for 9 months. My satellite connection problems all began with the latest firmware.
I eventually found someone in their support team who took the time to work it through with me - changed all sorts of settings, tried multiple versions of beta firmware, but nothing resolved the issue over many weeks of trying. Once I went through all of that with them (which took ages), they exchanged my satellite - replacement unit hasn't dropped once yet.
I can't explain why new firmware didn't fix the problem that seemed caused by previous firmware update. Netgear seem aware but maybe are not seemingly acting as if they have a crisis on their hands with a (potentially) flagship product.
jameswalkertx wrote:Is there a way to solve this problem or NOT? Unbelivable.......
I'd say it's solvable as obviously the majority, myself included, are not having the problem.
Where I agree with you is that netgear support has obviously dropped the ball on this and let it get out of hand. Having dealt with them for that issue and resolving it fom myself definitely left a bad taste in my mouth about dealing with support again.
They have problems. It seems to me that their software devs are not hearing about the issues, and the support people are not able to get feedback from developers. This is a system company problem and will not be resolved soon.
I love the Orbi and the way it has been working for me, but cannot disagree with you that this needs more from them.
I sent you my information about a month ago, and nobody has ever contacted me. Seriously, I'm so frustrated with Netgear that I will do everything in my power to get people to stop buying your products. This has been a HUGE waste of my money and I can't afford to replace it. I feel completely ripped off.
Is there a way to solve this problem or NOT? Unbelivable.......
Hello cinek
Do you have mumimo and beamforming enabled?
DarrenM
Darren,
Have PM'd you twice and still havent had any response from Support?
same issue here, so far on 2.0.0.74, 2 drop outs a week apart. Router itself is fine but the satellite drops of completely. Ring does not light up at all. Comes back to normal after 10 mins
If you are still having issues with satellites send me a PM with your name email and phone number and I will get you in contact with support.
DarrenM
I'm still waiting for that support call. And I still have useless products that will not reliably connect me to the internet. Come on Netgear, get your act together. Given this experience, I'll never buy another Netgear product again.
