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user_179f35
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Friday, December 9th, 2022 3:26 PM

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Orbi AX4200 Router/Modem Combi keeps disconnecting daily

I've been researching this for weeks and still can't seem to find a solution. We bought this router/modem at Best Buy and it worked for about 10 days until we started having daily disconnects. We had to restart the Orbi in order to get it back. Of course we missed the Best Buy 2 week return date and they wouldn't budge on it or even give us store credit on the 21st day. Very frustrating and will probably cost them my future business. 

Netgear don't even get me started they are ABSOLUTLEY the worst I hate em. We go through the same troubleshooting over and over again and they won't send us a new unit or refund our money. We have called them at least a half dozen times. Nobody cares about the customer anymore [Edited: "Inflammatory/Language"]

We spent $500 on this unit and when it was on and working its fantastic but it keeps disconnecting. Does anyone know of a solution that works?

Thank you

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2 years ago

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EG

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110K Messages

2 years ago

Is this with a WiFi connection ? If so, for a test, does a computer / device that is hardwired directly to the router / gateway device with an ethernet cable have the same problem ?


With this test, we are trying to isolate this down to being either a WiFi-only problem or a problem with the general connection to the Comcast system which would of course affect both. It's a good first step of troubleshooting before proceeding any further. 

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user_179f35

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@EG​ Awesome thanks for helping. The only other thing that is hardwired directly is the Xbox via ethernet cable. That does not seem to be a problem but i can't say for sure. There has been the odd time when I had to reboot the xbox or change to wireless becasue of a lost connection via ethernet. I'm not sure if that coincides with Orbi being down on other devices though i never checked and then i was able to connect to wireless internet.  

2 years ago

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EG

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110K Messages

@user_179f35​ wrote:

That does not seem to be a problem but i can't say for sure. 

It would help to know for sure one way or the other in order to narrow things down as to where to begin.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

2 years ago

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user_179f35

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7 Messages

ok I will need to reconnect Orbi this weekend and watch for that. I took it down because i was so tired of reconnecting. So the xbox will help you with this first step? It doesn't need to be a laptop?

2 years ago

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EG

Expert

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110K Messages

2 years ago

It can be any device as long as it's hardwired via an ethernet cable to the AX4200 combo gateway. A laptop would be fine. 

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user_179f35

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@EG​ Good morning. Yesterday I reinstalled the Orbi ax4200 and activated it again via xfinity. I was able to get all devices conncected although had to reboot router/modem a couple of times to be able to connect to Xbox (hardwired with ethernet from router) and the satellite unit upstairs. I was finally able to get the TV upstairs to connect to the satellite unit. All cell phones connected immediatley without issue.

Previously on a daily basis the router/modem would be connected and devices woul show connected however there wwas no internet signal. We always had to reboot the router/modem in order to correct. Every day!

This morning was different. The router/modem remained connected to internet however both the Xbox and TV upstairs showed connected but lost internet.  I tied to reboot the main unit and still no luck. For the Xbox I had to do a restart of the console and then it finally connected back. The TV upstairs still did not connect to the satellite unit after the reboot. I did not reboot the satellite unit becasue it remained throughout as connected to the main unit with a good signal. 

That was day 1 :)

Thanks again for helping me through this. 

2 years ago

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user_179f35

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7 Messages

@EG​ I do have pictures of error messages and the router web page if needed 

2 years ago

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user_179f35

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@EG​ today we lost internet with router but not connection. The Xbox also lost internet but showed as a wired connection. So it's repeating what the problem has been all along with this unit. I just rebooted it and it's now working again. 

2 years ago

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user_179f35

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@EG can you help me with this?

2 years ago

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