The internet connection is unstable or suddenly stops working when connected to the Deco network?

04-29-2019
1143587

Before troubleshooting, please ensure the Deco units are using the latest firmware version. If not, click here to update.

The Main Deco network is unstable or loses internet suddenly.

  • Make sure all the provided Ethernet cables are connected securely and replace the cables that are old and exposed.
  • Confirm only the main Deco is directly connected to the ISP modem, especially when it is on default wireless router mode.
  • Change the DNS server under IPV4 to 8.8.8.8/8.8.4.4 per Link.
  • Clone the MAC address of the old router or laptop to the main Deco per Link.
  • Check the connection stability from your ISP’s modem. Disconnect the main Deco from the modem, then connect a PC or an old router directly to the ISP modem to check the network stability by Ping www.google.com for at least 1 minute. If there is packet loss or if the internet is unavailable, please contact your ISP or modem for support.

The Satellite Deco network is unstable or loses internet suddenly.

  • Please check whether any household appliances or metal products are near it and the front door. And if there are any, please place the Deco units in an open position.
  • Move and relocate the sound bar and HDMI devices that are working on the same wireless frequency near the satellite Deco.
  • Use the Deco app to determine the signal strength of your satellite unit(s). Deco units with a poor signal or Deco units that only have 2.4 GHz wireless backhaul with the main deco should be relocated closer to the main unit. We recommend 25–30 feet between units.
  • Swap the location of the satellites in case the disconnection follows a specific unit.
  • Remove the switch between the unstable satellite deco and the main deco, if there is one, and see if it becomes stable.

Deco network is stable but specific wireless devices drop out or lose internet suddenly.

1. Update the network adapter's driver if the dropping devices are Windows computers.

2. Determine the type of unstable clients who have stopped working.

Wired device

1) Change the Ethernet and port on the Deco or the wired device

2) Connect to a different Deco

3) Connect to a Deco directly if it's connected to a switch

Wireless device

1) Cannot connect to Deco Wi-Fi?

Please refer to the link for the troubleshooting.

2) Wi-Fi connected but no Internet?

1. Next time this issue happens, please DO NOT REBOOT any Deco units, but try moving the device near one of the Deco units and reconnecting Wi-Fi (turn Wi-Fi off and on) to see if the Internet could be back.

2. Set the client connection preference for the specific client and make sure the IP address of it is distributed by Deco system.

The Deco network is stable but all client devices drop out randomly

Confirm the issue, is Wi-Fi connected but no Internet, or cannot connect to Deco Wi-Fi?

1. Cannot connect to Deco Wi-Fi?

1)Disable the fast roaming and Beamforming feature for a try. Disable the Mesh Technology switch for a client and then check if it will be stable.

2)Open a guest network with no encryption for all clients to connect.

2. Wi-Fi connected but no Internet?

Make sure the IP address of issue clients are distributed by Deco system, then change DNS on Deco to 8.8.8.8 or 8.8.4.4

Need more Help?

If you are still having connection related issues and the above has not helped, please contact TP-Link Support for assistance. Please provide the following information: (The more details you can provide, the faster we can locate your issue.)

  • The results of any troubleshooting steps performed
  • The LED status on Deco units when the problem happens; (Please distinguish solid red or flashing red etc.)
  • The light status of your ISP’s modem.
  • How often does this issue happen.
  • If the issue ever self-recovers.
  • Your ISP, and the model number of your modem.
  • The model number, hardware/firmware version of your Deco units.