Troubleshooting Main Deco frequently disconnects from the Internet under Spectrum service
Troubleshooting Main Deco frequently disconnects from the Internet under Spectrum service
This Article Applies to:
All models of Deco
Issue Description/Phenomenon:
It's been reported that the Deco may lose Internet connection frequently under the 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 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 make sure the Deco firmware is up to date.
- Then contact the technical support with the following details:
- Some screenshots of the IPV4 page before and after the disconnection.
- How often would the internet drop out?
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Hi, Here are my answers:
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.
It seems to be only the satellite Decos and not the main one.
2. You have confirmed with Virgin and the internet connection on their end has no problem at all.
Confirmed
3.How often did this issue repeat?
Several times a day
4.What is the model number of the Virgin media modem?
HUB 2 / TG3492LG-VMIE
Many thanks
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Hi, while if it Is only the satellite Deco, the case would be a little different.
Could you please help me check the following details as well:
1.Since there are 2*satellite X20s, did both of them have the same issue?
2. Are both satellite Deco X20s wirelessly connected to the main Deco?
3. Would satellite Deco disconnect from main Deco even next to the man unit?
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Hi,
Yes, they both have the same issue. One is connected wirelessly to the main unit, whilst the other is wired. It doesn't matter where placed, the issue is the same.
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Thanks for the update.
I would like to forward your case to the senior engineers and please have a check of your email box.
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@TP-Link My Deco XE75 Pro keeps disconnecting from the FO modem every night. Rebooting does work very often as well so I disconnect the unit entirely wait for a minute or so and plug back again. I have seen this new Beta firmware fix but the XE75 is not included as covered by solution. What can I do to fix the issue? Thanks for your help
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Hi, welcome to the community.
It would be highly appreciated if you could start a new thread here with the following details:
https://community.tp-link.com/en/home/forum/edit/topic?moduleId=39
Would the main Deco XE75 pro turn solid red during the disconnection?
When the main Deco dropped the connection if we temporarily unplug it from the ISP modem, then test the modem with a laptop. Will the laptop be able to get the internet service?
If it was always on a fixed time period, I was wondering whether the Provider Movistar was on maintenance.
Thank you very much.
Best regards.
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I determined that it was a satellite deco disconnecting and turning red when I disconnect from the internet provided by Spectrum. I have to power cycle the main in order to restore internet. I also determined that the disconnect happens primarily when the deco satellite is using a ethernet wired backhaul. Wiring is new. Satellite does not disconnect when on wireless backhaul.
After months of frustration with the disconnects. since we are 100% streaming. I switched to Spectrum router and pods. I have run this for over 1 year with zero disconnnects. Only problem is that I cannot get outdoor coverage with the spectrum pods. About 3 weeks ago I wired the Main Deco to the Spectrum router and set the deco as an Access Point. Then I connected 2 decos wireless and I have had zero disconnects in the 3 wks.
Seems like the problem is when the Main Deco is in router mode and not when in Access Point mode
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