What can I do if the internet connection is unstable or suddenly lost internet when connected to the Deco network?

If Something Goes Wrong
Updated 07-12-2021 03:55:26 AM 264806
This Article Applies to: 

If Deco worked before but stop working suddenly or Deco has an unstable issue, please refer to the corresponding suggestions to troubleshoot.

Before the troubleshooting, please ensure the Deco is updated to the latest firmware. If not, click here to update.

Case 1. Main Deco drops out or lost internet suddenly.

1.Confirm the modem is working

Disconnect the main Deco from the modem, then connect a computer to the same Ethernet port on the modem with the same Ethernet cable. After that, check if the internet is available on the PC.

If PC has no internet access, please contact your ISP or modem support.

 

2.Check the LED on the main Deco.

If the main Deco has a red LED, unplug the ethernet cable between the modem and Deco. Restart both of the two devices, wait for about 5 minutes, then connect the main Deco back to the modem and check if the issue has been resolved automatically.

If no luck, go to Deco APP -> More -> Advanced -> IPv4 to check the WAN IP address of the Deco. If there is an IP address, but Deco has no internet access, refer to the link to change the DNS server to 8.8.8.8 and 8.8.4.4 for a try.

If the above steps do not resolve your issue, please contact TP-Link support with the following information: (The more details you can provide, the faster we can locate your issue.)

1.The results of the above troubleshooting steps

2.The LED status on Deco units

3.How often did this issue happen?

4.How to recover the connection?

5.TP-Link ID (email account)

6.The model number of your modem and Deco

 

Case 2. Satellite Deco drops out or lost internet suddenly.

1.Check the LED on the satellite Deco when the issue is occurring.

2.Reboot the satellite Deco if it lost internet suddenly.

3.Check signal source and signal strength of each satellite Deco on Deco APP when the satellite Deco is working.

A: If the signal strength is okay (full bars or two bars), there is no need to move Deco units.

However, if you have more than one satellite deco but only specific satellite deco drops out, try to swap the locations of the problematic deco and the working satellite Deco, verify if the dropping issue is caused by the location.

B: If the signal strength is weak (one bar), please try to move the satellite Deco closer to the main Deco.

C: If the signal strength shows Ethernet, please check if there is a switch between the two Deco units. If yes, please try to remove the switch out of the network, connecting Deco units directly. Please check if the network is stable and record the switch model number.

 

If the above steps do not resolve your issue, please contact TP-Link support with the following information: (The more details you can provide, the faster we can locate your issue.)

1.Deco APP signal source/strength screenshots and distance of each Satellite Deco unit

2.The LED status on Deco units (flashing red or solid red?)

3.Which Deco units are having dropping issues? Please record their MAC address.

4.How often does the issue happen?

5.How to recover the internet? By rebooting the Deco, or the internet will come back automatically?

6.Screenshot of Network Map on http://tplinkdeco.net

7.TP-Link ID (email account) and the model number of your Deco

 

            Case 3. Certain wireless devices drop out or lose internet suddenly.

1. Update the driver of the device's network adapter.

2. Disable Fast Roaming, and disable Mesh Technology switch for the device on the Deco app.

3. Check if the client is included in the Blacklist or a profile under Parental Control, which is paused or at bedtime.

 

             If the steps above do not resolve your issue, please help us collect:

1. The results of the above troubleshooting steps

2. TP-Link ID (email account)

3. The model number of dropping devices and the dropping frequency

4. Is the device still connected to Deco but without internet access or the device disconnected totally from Deco?

            Case 4.  All device drops out randomly.

              Disable Fast Roaming and Beamforming on the Deco app for a try.

              If the step above does not resolve your issue, please help us collect:

1. The results of the above troubleshooting steps

2. TP-Link ID (email account)

3. How many devices connected to the Deco network?

4. The model number of dropping devices and the dropping frequency

5. When the problem occurs, are the devices still connected to Deco but without internet access or totally disconnected from Deco?

 

 

If the above suggestions can’t solve your problem, it’s suggested to contact TP-Link support

Looking for More

Recommend Products

SubscriptionTP-Link takes your privacy seriously. For further details on TP-Link's privacy practices, see TP-Link's Privacy Policy.

From United States?

Get products, events and services for your region.