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

Note: When all the Decos have red LED, there will no internet access on your wired clients and wireless client. The related reasons for this symptom are: Internet service provider, Ethernet cable or internal factors. Please try the following troubleshooting steps to locate your issue.

Troubleshooting steps:

Step 1

Wire a PC or an old router directly into your ISP modem when this issue happen again, if you cannot get internet access through your ISP modem, please contact your Internet service provider.

If your ISP modem is working fine, please try step 2.

Step 2

Try to unplug and re-plug the Ethernet cable between modem and main Deco firstly when the issue happen again. If no luck, please try step 3.

Step 3

Reboot your main Deco to see if the internet can be recovered.

If the above steps listed here 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 Decos
3. How often did this issue happen?
4. How to recover the connection?
5. TP-Link account ID
6. The Model Number of your modem and Deco

Note: When your satellite Decos have a red LED, there will no internet access for your clients connected to your satellite Deco. The related reasons for this symptom are the distance and obstacles between decos or internal factors. Please try the following troubleshooting steps to locate your issue.

Check signal source and signal strength of each satellite Deco on Deco APP

A: If the signal strength is strong or normal (full bars or two bars), no need for moving Deco units

B: If the signal strength is weak (one bar), please try moving the Deco unit closer to main Deco

C: If the signal strength shows Ethernet, please check if there is a switch between 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 listed here 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 Decos (flashing red or solid on red?)
3. Which Deco units are having dropping issue? Please record their MAC address.
4. How often did this issue happen?
5. How to recover the connection? By rebooting the Deco or connection comes back automatically?
6. Network map screenshot of http://tplinkdeco.net
7. TP-Link account ID and the Model Number of your Deco

Note: If Deco’s LEDs are normal, it means that Decos are working fine. Why the clients have connectivity issues when all the Decos’ LEDs are normal? The related reasons for this symptom are special clients, wireless environment, or internal factors. Here are three situations that can locate your issue. (The more details you can provide, the faster we can locate your issue.)

Situation 1：Drop Internet only on wireless clients: (If only one device experience this issue, please tell us the model number directly. If two or more clients experience this issue, please try the following steps.)

• Check the model number of your dropping devices. If they are windows computers, please try to update the driver of your Windows computers.
• If the issue still happen, please help us check more detailed information:

         A.Wi-Fi is connected but no internet

1. Do not reboot any Deco units then try moving the device near one of the Deco units and reconnecting Wi-Fi (turn Wi-Fi on and on), see if the internet could be back.
2. Please try to enable 5G only guest network

Guidance:

>Open the Deco app, go to Wi-Fi settings, enable the guest network, uncheck the 2.4 GHz guest network, and only leaving 5 GHz (please remember, 5 GHz only). We will use this newly created network for your cellphones/laptops/mostly used devices.

>Rename your guest network (newly created network)

>Connect your cellphones/laptops to the newly created network, you may imagine this newly created network as a network that only serves your most-used devices.

The main wireless network and guest wireless network have two different names, in this way, your phones/laptops, mostly used devices will always be connected to the 5Ghz, which would be much faster and stable.

For example:

Main network: The current name.

Guest network: The current name _new.

Please note: The guest network and host network would be isolated in Router mode. (You may change it into AP mode if you have another router in your house)

  B.Cannot connect to the Wi-Fi

  Disable fast roaming and beamforming. (Open Deco APP and then go to More­--Advanced)

  Create a guest network without encryption.

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

1. The results of the above troubleshooting steps
2. TP-Link account ID
3. The model number of dropping devices and dropping frequency

Situation 2：Drop internet on wired clients and wireless clients

Please collect Network topology. TP-Link account ID, Model number of your Deco and clients, then contact TP-Link support.

Situation 3： Deco APP shows offline but all the Decos can get internet access

Try to log out and log in to your Deco APP, if the issue is still happening, please collect the following information and then contact TP-Link support.

1. TP-Link account ID
2. The model number of your Deco and your mobile phone.
3. Deco APP version