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Random disconnection since update

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Random disconnection since update

Random disconnection since update
Random disconnection since update
Tuesday
Tags: #Firmware Update #Network Connectivity #Disconnections
Model: Deco BE65  
Hardware Version: V1
Firmware Version: 1.1.0 Build 20250212 Rel. 12931

Since the latest update on March 31st, I've had daily disconnections on my full fibre connection here in the UK. Can't really remember too many issues, since I bought the Deco BE65 unit a year ago. I haven't a clue why this is happening all of a sudden. The ONT on the wall from my ISP has all the lights showing internet etc. I've checked my ISP status page and all seems to be working with their network. So I don't know what to do with the Deco unit to diagnose what the issue may be. 

 

 

 

 

 

 

 

 

 

 

 

 

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#1
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11 Reply
Re:Random disconnection since update
Wednesday

  @ChilledOutDad 

Hi, welcome to the community.

Please make sure your Deco APP is up to date: 3.9.12 for IOS and 3.9.23 for Android.

 

Have you seen Deco turn red during the disconnection?

I noticed you have enabled ECO mode. Would it help if we disable ECO Mode first?

By the way, who is your Internet service provider? Did you set "Dynamic IP" or "PPPoE" as the internet connection type?

Do you need to restart the main Deco to temporarily restore the internet connection, or will it recover automatically a few seconds later?

 

Please also refer to this link to help me save a copy of the web UI system:Deco web interface login

Then you can send it to support.forum@tp-link.com so that I can invite the engineer for a second check.

 

Thanks for your cooperation and support.

Best regards.

 

▶Deco BE11000/ BE63_V2.6_1.1.7 Ready for Test ▶Deco BE25_V1_1.0.17 Ready for Test! ▶Update Deco BE65 Pro to the Latest 1.1.3 Firmware Now! Try to leave a Message if urgent help is required.
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#2
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Re:Random disconnection since update
Wednesday - last edited Wednesday

  @David-TP GM David,

 

My ISP is called Zzoomm a small altnet provider. I have been with them over 12 months now, no issues whatsoever. Been on the phone this moring to a CS rep, they have told me they have had no issues since the 31st March and the connection to the ONT has been stable with no disconnections with my service. So must be my 3rd party router I was told.

 

>The IOS app is up to date version 3.9.12

 

>Yes the Deco unit turns red with the disconnection

 

>I have now turned off ECO mode *Only used it as it was a new setting since the update*

 

>Yes I have Dynamic IP as the connection type

 

>Yes I have to fully restart the deco unit to make the connection kick in again

 

>I have the web interface already saved on my PC. The link to the support.forum@tp-link.com just give me a blank page when I click it

 

 

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#3
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Re:Random disconnection since update
Wednesday

  @ChilledOutDad 

Hi, You can directly add "support.forum@tp-link.com" as the recipient or submit a support ticket from https://www.tp-link.com/uk/support/contact-technical-support/#E-mail-Support

 

Wait for your reply and best regards.

▶Deco BE11000/ BE63_V2.6_1.1.7 Ready for Test ▶Deco BE25_V1_1.0.17 Ready for Test! ▶Update Deco BE65 Pro to the Latest 1.1.3 Firmware Now! Try to leave a Message if urgent help is required.
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#4
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Re:Random disconnection since update
Wednesday

  @David-TP I have now done a ticket thanks Michael

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#5
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Re:Random disconnection since update
Wednesday

  @David-TP 

 

Hi David I got a standard response from support about my issue with the firmware update. 


It's literally just happened again just now. Its happened every day since the 31st March 

 

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#6
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Re:Random disconnection since update
Wednesday

 

 

Second time tonight the internet disconnected I have to fully reboot the Deco for the connection to kick in again 😡

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#7
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Re:Random disconnection since update
Wednesday

I have put in my ISP supplied router to monitor the connection for the next 24 hours to rule out the stock router and service coming into our home. I will update back here tomorrow if it happens again without the Deco BE65. 

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#8
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Re:Random disconnection since update
Thursday

  @ChilledOutDad 

Hi, Thanks for the update.

I've found your ticket and escalated it to the senior engineer for further assistance.

 Meanwhile, if the issue with Deco repeats later, before restarting Deco, can you help me save the web UI system log here-Deco web interface login?
It would also be highly appreciated if you could save a screenshot of the IPV4 IP settings on the Deco APP>More>Internet Connection when the Deco was disconnected and turned red.

 

Thank you very much.

Best regards.

▶Deco BE11000/ BE63_V2.6_1.1.7 Ready for Test ▶Deco BE25_V1_1.0.17 Ready for Test! ▶Update Deco BE65 Pro to the Latest 1.1.3 Firmware Now! Try to leave a Message if urgent help is required.
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#9
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Re:Random disconnection since update
Thursday

  @David-TP 

 

Hi David as of now I've had no disconnection tonight as of 9:25pm.I do monitor my connection through a website here in the UK and I've posted a pic of the last 24 hours. So strange what is going on with my 1Gig service at the moment. My ISP has told me this morning everything looks ok from their end. So I'm just finding it so frustrating to why I'm now getting issues all of a sudden. I'm still none the wiser if its a ISP issue a router issue. As nothing has changed since I bought the Deco BE65 last July. I just find it strange that since 31st of March firmware update. My connection has been playing up. Could be a complete Coincidence but its something I would like to fix asap. 

 

 

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#10
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Re:Random disconnection since update
Thursday

I've also posted a pic of 1st April the last day of a stable connection. Every other day after is like the first graph I posted. So I'm unsure if it's a ISP issue or Deco 

 

 

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#11
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