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Internet loss

Internet loss
Internet loss
2025-07-22 23:34:22
Tags: #Client Devices
Model: Deco XE5300  
Hardware Version:
Firmware Version: 1.4.5 Build 20241129 Rel 44718

Hey All, 

 

 I really need some help. I have the X5300 mesh network up and running and it's been great BUT I run an apple home kit and 70 devices, home pods, switches, light bulbs, strip lights, landscape lights, and Flatpanel TV's. I have 3 of the X5300's in the network. So what happens is out of no where I will loose internet and everything goes off line for voice controls through the homepods and the devices go non-responsive. The only way to get it all going again is to reboot the X5300 and the Surfboard 8300 Modem. 

 

I'm ASSUMING something is fighting for an IP address? Not sure if that's it but I'm at wits end over it. I'm ok techy but not GREAT. Any ideas on how to attack this issue? I was thinking just unplugging everything from wifi access in the app one by one and then add things back one by one. The issue is, sometimes it wont happen for weeks, then all of a sudden it will happen multiple times a day. 

 

  Please Help, thanks for ANY advice in advance. 

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#1
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11 Reply
Re:Internet loss
2025-07-22 23:38:18

  @JohnfromCt 

 

I would try the Network Optimization tool in the Deco app maybe there is another Wi-Fi signal around you interfering with your network? From the Deco app click on More - Then Network Optimization - Scan 

 

Try the above and if it keeps happening reach out again :) 

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:Internet loss
2025-07-22 23:42:41
Ok I just did that, I'm keeping my fingers crossed. Thanks very much
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#3
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Re:Internet loss
2025-07-22 23:44:54

  @JohnfromCt 

 

No problem 

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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#4
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Re:Internet loss
2025-07-24 18:13:59

  @HelpFixDecoApp 

 

No it didnt work it's still happening :( 

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#5
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Re:Internet loss
2025-07-25 06:36:15

  @JohnfromCt 

 

Sorry for the late reply. If you haven't done so already going to have to open up a ticket with support on this. The directions are 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.

 

Before sending the email include the link below.

 

https://community.tp-link.com/us/home/forum/topic/833750

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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#6
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Re:Internet loss
2025-07-25 22:21:05

  @HelpFixDecoApp 

 

Ok I did that, a couple hours ago. I hope we can get this cleared up. After we did the Optimization you recomended it got worse, now we are having to reset it every couple of hours not every few days. :( 

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#7
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Re:Internet loss
2025-07-26 04:03:20

  @JohnfromCt Just wanted to check if the correct and latest firmware match the Version #(s) on the bottoms of the units?  (Did you buy these as a set of 3)?

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#8
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Re:Internet loss
2025-07-26 12:59:56

  @jzchen 

 

Yes the firmware is up to date, I did buy them as a 3 pack then added the outdoor one, hard wired in a shed later on. I've had it all in place for well over 1.5 years and it was working fine 95% of the time. 

 

  I'm just scratching my head and cursing at it some. 

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#9
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Re:Internet loss
2025-07-28 02:39:48

  @JohnfromCt 

 

FYI

 

Please note that the Deco app may not always display the latest firmware version. To check and update, log in to your Deco account via the following link. http://tplinkdeco.net/

 

Once logged in:
    - Click on "Advanced"
    - Select "System"
    - Choose "Firmware Upgrade"
    - Scroll to the bottom of the page and click "Check for Upgrades."
    - Download and install any available firmware updates.

 

If you don't find any updates using the above steps then you definitely have the most up to date firmware. I would try the Network Optimization tool again it sounds like it switched you to a channel(s) others around you are using and that may be why it got worse

 

If it get's better after let us know 

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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#10
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Re:Internet loss
2025-07-28 09:39:13

  @HelpFixDecoApp 

 

Ok I did the udate via the webapp, all set it was up to date. I reoptimized it again. So I'll keep my fingers crossed. 

 

 b0cde199073f4e8b97140bc367b6b3ae

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#11
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