[Solution] Main Deco frequently disconnects from the Internet under Spectrum service

[Solution] Main Deco frequently disconnects from the Internet under Spectrum service
[Solution] Main Deco frequently disconnects from the Internet under Spectrum service
2021-08-12 01:57:31 - last edited 2021-08-16 01:24:43

This Article Applies to:
All models of Deco

 
Issue Description/Phenomenon:
It's been reported that the Deco may lose Internet connection frequently under Spectrum network.  The main Deco may turn red, rebooting the Deco or unplugging/plugging the Ethernet cable from the modem could restore the connection. 

 

However, if the connection doesn't recover by power cycling the Deco,  unless power cycling the Spectrum modem, you're strongly suggested to contact Spectrum to troubleshoot first. On some occasions, the "Online" LED on the Spectrum modem always remains illuminated, while you're actually get disconnected from their network.

 

It's also suggested to verify the IP address on the Deco network (Open the Deco App > More > Advanced > IPv4) when the issue happens. If the IPv4 address is all 0.0.0.0, the disconnection might be also caused by the line or modem,  try to contact Spectrum for further assistance.

 

If Spectrum confirms there is nothing wrong on their end or with the modem, please continue to read on.

 

Available Solutions:

If the internet access could be easily restored by power cycling the Deco or Spectrum has confirmed the internet connection is all good from their end, please install the following beta firmware accordingly on the Deco and check whether the issue could be solved.

 

Download link for the beta firmware:

Deco S4 1.5.0 build 20210722
 

Deco M4 1.5.0 build 20210803
 

Deco M5 1.5.3 build 20210726
 

Deco M9 Plus V2 1.5.0 build 20210623

 

Deco X20 V1 1.5.0 build 20210803
 

Deco X20 V1.2 1.5.0 build 20210803

 

Deco X60 V1 1.5.0 build 20210803
 
Deco X60 V2 1.5.1 build 20210701

Deco W3600 V1 1.5.0 build 20210803

 

Note: Please check the device label to verify the hardware version of your device first, and choose the correct file to download and install.
 

 

For the unstable connection with other ISPs, the beta firmware is also worth a try if the ISP internet or modem is confirmed to be good and stable. And if in any case the issue is not fixed, please email support.forum@tp-link.com with the subject [Forum ID 273172] Main Deco frequently disconnects from the Internet under Spectrum service with the debug logs.

 

Procedures to get the debug logs:
1. When the issue occurs again, connect a PC to one of the Deco nodes.
2. Open the web browser and go to http://tplinkdeco.net.
3. Go to Advanced > System > System log > Select log type as Debug and save it.

Note:
1. Please DO NOT reboot the Deco before you save the log.
2. Please save the system log within 30 minutes after the main Deco turns red.

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14 Reply
Re:[Solution] Main Deco frequently disconnects from the Internet under Spectrum service
2021-08-12 07:29:32

@TP-Link 

no beta for the P7 V1?

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Re:[Solution] Main Deco frequently disconnects from the Internet under Spectrum service
2021-08-14 14:14:34

@TP-Link 

 

Can W6000 use one of the X60 firmwares?

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Re:[Solution] Main Deco frequently disconnects from the Internet under Spectrum service
2021-08-14 17:18:48

@TP-Link The link for the W3600 is pointing to a X60 firmware, is that OK to use?

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Re:[Solution] Main Deco frequently disconnects from the Internet under Spectrum service
2021-08-16 01:20:24

@slowpo @Jadler 

HI, sorry for the inconvenience, the link has been updated again.

Now it should be the right one for Deco W3600 and please have a check again.

Thank you very much.

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Re:[Solution] Main Deco frequently disconnects from the Internet under Spectrum service
2021-08-16 05:26:55

@TP-Link 

what about he deco P7?

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Re:[Solution] Main Deco frequently disconnects from the Internet under Spectrum service
2021-08-16 07:49:53

@Lexivienna 

Hi, there is no beta firmware available for Deco P7 yet.

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Re:[Solution] Main Deco frequently disconnects from the Internet under Spectrum service
2021-08-16 17:09:47

@TP-Link I have W6000.  Is there an option for this model?

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Re:[Solution] Main Deco frequently disconnects from the Internet under Spectrum service
2021-08-17 01:52:45

@Jadler 

Hi, there isn’t one yet, and please also have a check of your message box.

Thank you.

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Re:[Solution] Main Deco frequently disconnects from the Internet under Spectrum service
2021-08-19 07:47:53

@TP-Link I'm having this issue with Deco X20 V2 on Virgin Media in Ireland. I don't see beta software for the V2 her, only V1 and V1.2 is a beta available?

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Re:[Solution] Main Deco frequently disconnects from the Internet under Spectrum service
2021-08-20 01:12:31

@Kym 

Hi, there is no beta firmware for X20 V2 yet and if possible, please confirm whether you have the following problem:

1. The main Deco keeps blinking red and only power cycling the main Deco or unplugging/plugging the Ethernet cable from the  Virgin modem, the internet connection is restored.

2. You have confirmed with Virgin and the internet connection on their end has no problem at all.

3.How often did this issue repeat?

4.What is the model number of the Virgin media modem?

And later I could forward your case to the senior engineers to request the related firmware.

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