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