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Deco x20 suddenly dropped Internet connection for only some devices

Deco x20 suddenly dropped Internet connection for only some devices

Deco x20 suddenly dropped Internet connection for only some devices
Deco x20 suddenly dropped Internet connection for only some devices
2025-07-14 22:47:00
Model: Deco X20  
Hardware Version:
Firmware Version: 1.5.3

Several of my connected devices suddenly were unable to access the internet; all were reporting "connected, no internet" after having been working properly. The devices affected included phones, 1 Windows laptop (but not the other one), security cameras a video game console and more. Following the troubleshooting steps on this older thread, I ultimately resovled the issue by disabling the 5 GHz signal. Obviously, that's not ideal, as the 5 GHz band allows for faster speeds and the devices in question are now only able to connect via the 2.4 GHz band. Why did this suddenly happen? And what can be done about it? Operating only at 2.4 GHz is a workable temporary fix, but is definitley not a longterm solution.

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#1
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3 Reply
Re:Deco x20 suddenly dropped Internet connection for only some devices
2025-07-15 00:14:24

  @jimsmall 

 

Just throwing out ideas here

 

DId you just install a new firmware update? Or any new smart home devices?

 

You "could" have a wireless network around you interfering with your 5 GHz band. So lets try the following 

 

Turn your 5GHz band back on and in the deco app click on More > Network Optimization > Scan 

 

Once the scan is done see if those devices comer back online

 

The 5GHz antenna could of also just died on you but i doubt that's the cause 

 

Keep me posted 

 

Need help with the Deco app, setup, Ethernet backhaul, network switch or rolling back firmware? Router or AP mode? https://community.tp-link.com/us/home/forum/topic/699816?page=1
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#2
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Re:Deco x20 suddenly dropped Internet connection for only some devices
2025-07-15 01:34:11

  @HelpFixDecoApp I did an optimization scan as part of my troubleshooting. It changed the 5 GHz channel but that didn't let any of the affected devices back online. I am unaware of any firmware updates and we have no new devices.

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#3
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Re:Deco x20 suddenly dropped Internet connection for only some devices
2025-07-15 05:10:22

  @jimsmall 

 

After looking around it seems other x20 deco's have had this issue before going to have you open up a support ticket. You will find the directions below :) 

 

1. Email support at support.usa@tp-link.com.
2. Include the model number of your Deco router, as well as the hardware and firmware versions.
3. Describe the issues you are facing and send the email.
4. Within a few minutes, you will receive an automated response with a TKID number.
5. Upon receiving this email, please access the Deco web UI by entering "tplinkdeco.net" in your browser. Navigate to Advanced > System > System Log, select "ALL" in the log type, and save the file to your local computer. Then, reply to the email you just received, attach the log file, and kindly request that your ticket be escalated to a senior engineer for further assistance.

Need help with the Deco app, setup, Ethernet backhaul, network switch or rolling back firmware? Router or AP mode? https://community.tp-link.com/us/home/forum/topic/699816?page=1
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