Home Network Community > Wi-Fi Routers > AX3000/AX50 keeps disconnecting from the internet
< Wi-Fi Routers

AX3000/AX50 keeps disconnecting from the internet

This thread has been locked for further replies. You can start a new thread to share your ideas or ask questions.

AX3000/AX50 keeps disconnecting from the internet

This thread has been locked for further replies. You can start a new thread to share your ideas or ask questions.
AX3000/AX50 keeps disconnecting from the internet
AX3000/AX50 keeps disconnecting from the internet
2022-01-07 23:47:28 - last edited 2022-01-10 15:54:12
Model: Archer AX3000  
Hardware Version: V1
Firmware Version: 1.0.11 Build 20210730 rel.54485(5553)

About 2 days ago, the internet (WAN) light on my router would turn amber. I could fix is by rebooting, power cycling, or releasing and renewing the IP address. Every 15-20 minutes, the router would lose connection to the internet. All wired and wifi connected devices would lose connectivitiy as well.

 

While the internet is up, I'm able to ping 8.8.8.8, the DNS for my ISP, and google.com. When the internet goes out, none of the pings work. I have tried pinging from the router's

 

ISP: One Source Communications

Internet Type: Fiber

 

What I have tried

  • Changing DNS to 8.8.8.8. Same symptoms
  • Changing DNS to 1.1.1.1. Same symptoms
  • [Edited 2022-01-10] Plugged my desktop PC into the port at the wall (there is a modem on my ISP side). Internet works fine for over 24 hours until I plugged back in the router
  • [Edited 2022-01-10] Plugged WAN back into router. Same symptoms
  • [Edited 2022-01-10] Cloned MAC address using the same desktop PC. Worked for 3 hours, then went back to the same symptoms
  • Uncloned MAC address. Same symptoms
  • ISP cleared out MAC/IP tables on their side. Same symptoms
  • Power cycled router. Same symptoms
  • Factory restarted router. Same symptoms
  • ISP put in a different router. Internet works fine

 

I know the AX3000 is compatible because I have been with this ISP for over 6 months.

 

I can get the logs off the router, but they were sparse whenever there was a problem. 3 lines of "lan_on, wan0_off, wan1_0n" denoting only the LEDs changed and I don't see any other logs showing a reason for the disconnect.

 

2022-01-10 Edit

I have been in contact with my ISP. On 2022-01-05, an invoice payment went through for a lowered price, and my hypothesis is that I have a second service line where the first line was cancelled. If that is the case, then it would cause a MAC/IP conflict on the ISP side for assigning IPs based on my router's MAC address. This would also cause another MAC/IP conflict using the cloned MAC of my desktop PC because I used that MAC when initially testing the ISP's connection when I first started their service.

 

I will be trying to use a different MAC and clone that to the router to see if there is still an issue. I have a few devices I could clone. If that does not work, it's more than likely an issue with the router and not with my ISP.

  1      
 
  1      
 
#1
Options
9 Reply
Re:AX3000/AX50 keeps disconnecting from the internet
2022-01-10 07:37:56

Hello @Eliasar,

 

To assist you efficiently, I would like to forward your case to the support engineers who will contact you via your registered email address later.


Please pay attention to your email box for follow-up.

TP-Link Annual Community Survey | Help Shape Our Community Throughout 2024!
  0  
  0  
#2
Options
Re:AX3000/AX50 keeps disconnecting from the internet
2022-01-10 11:47:17
I've got the same issue since I updated the router Archer AX50 v1.0 to 1.0.11 Build 20210730 rel.54485(4555). Every one or two hours the router drops the internet connection.
  2  
  2  
#3
Options
Re:AX3000/AX50 keeps disconnecting from the internet
2022-01-10 15:46:36

@Kevin_Z Sounds good. I will update this thread with the fix if it does get fixed so that others might be able to follow the same solution steps

  6  
  6  
#4
Options
Re:AX3000/AX50 keeps disconnecting from the internet
2022-01-11 20:46:17

@Eliasar I am facing the same issue on AX1800. Have you resolved the issue? Do you mind sharing the solution?

 

My ISP is AussieBroadband

AX1800 Router: 

Hardware Version : Archer AX20 v2.0

Firmware Version: 2.1.2 Build 20210901 rel.75450(5553)

  0  
  0  
#5
Options
Re:AX3000/AX50 keeps disconnecting from the internet
2022-01-11 22:29:09

@MPatel nothing yet, unfortunately. I reached out to the email that was sent and have not heard a reply from TP Link

  0  
  0  
#6
Options
Re:AX3000/AX50 keeps disconnecting from the internet
2022-01-12 01:15:30

@MPatel 

 

Hello, do you mean the issue starts after you upgraded the router firmware to the latest official version? Be sure the ISP modem is still stable.

 

Meanwhile, please confirm if the router is still able to get a WAN IP address from the modem. If there is still a WAN IP, please try to do a simple ping test, you can ping any URL like www.tp-link.com and ping the public IP like 8.8.8.8, show us the results, thanks.

TP-Link Annual Community Survey | Help Shape Our Community Throughout 2024!
  0  
  0  
#7
Options
Re:AX3000/AX50 keeps disconnecting from the internet
2022-01-16 10:03:55

@Kevin_Z issue started before the upgrade to the latest firmware. Now it can't connect to the internet at all.

 

To rule out service provider errors, I connected the old router that the ISP had given me with the connection purchase and it works like a charm. 

 

Steps taken in no order

1. reset Archer

2. Reset NBN hfc modem

3. Contact ISP to see if they can help.

4. Connected cat 5 directly to NBN hfc modem and confirmed successful internet connection.

 

Results:

1. NBN hfc modem always shows internet light as green

2. Old modem provided by ISP works 

3. Previously TP link used to connect to internet but drops out permanently every 30 minutes. Now it just does not even connect to the internet.

 

Any help will be appreciated.

 

Thanks 

M

  0  
  0  
#8
Options
Re:AX3000/AX50 keeps disconnecting from the internet
2022-01-18 06:23:23

@MPatel 

 

Hello, you can try installing the beta firmware we provided here, then monitor the internet connectivity on the router again.

TP-Link Annual Community Survey | Help Shape Our Community Throughout 2024!
  0  
  0  
#9
Options
Re:AX3000/AX50 keeps disconnecting from the internet
2022-03-14 02:55:40

Sad to say, but my ISP did not want to troubleshoot if my AX3000 router's MAC was duplicated in their IP assigning tables.

 

I still think that is the case, but after months of working with them, they never wanted to look into that particular case. The AX3000 will work if I slave it to the router provided to me by the ISP, so the AX3000 works. It's a problem with my ISP.

 

Sorry about the unfulfilling ending.

  0  
  0  
#10
Options

Information

Helpful: 1

Views: 4584

Replies: 9

About Us
Press
Copyright © TP-Link Corporation Limited. All rights reserved.