Consumers - SBG6900-AC: Troubleshooting Intermittent Wi-Fi Connections

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SBG6900-AC: Troubleshooting Intermittent Wi-Fi Connections

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How do I troubleshoot intermittent Wi-Fi connectivity on my SBG6900-AC gateway?
Intermittent connectivity is when the Internet connection is disconnected at random intervals.  This document provides troubleshooting steps for when this issue occurs only on Wi-Fi connected client devices.

NOTE: If the intermittent connectivity issues are also experienced when connected with an Ethernet cable, please follow the troubleshooting steps for intermittent wired connectivity in Article # 17596 -
SBG6900-AC: Troubleshooting Intermittent Wired Connections.

Power Cycle Devices

The first thing that should be done in any troubleshooting is to power cycle the effected devices.  Unplug the SBG6900-AC from the power, wait 10 seconds, then plug back into power.  Once the SBG6900-AC is full on and the top four LED lights are solid, power cycle all effected client devices.  If this does not resolve the issue, proceed to the section Troubleshooting Wi-Fi Connections.

Troubleshooting Wi-Fi Connections
  1. Determine if the issue is present on multiple devices.  If only one device is experiencing issues, and other client devices do not experience connectivity issues, then the problem may lie with the one client device.  In this case, contact the client device manufacturer for support in troubleshooting.  
  2. Perform a physical survey of devices that may be interrupting the Wi-Fi signal of the SBG6900-AC and relocate devices if needed. Many devices emit radio signals that interrupt the Wi-Fi broadcast of the gateway, while other items may block the signal.  Devices that may emit interfering signal include devices such as cordless phones, baby monitors, plasma televisions, wireless printers, and microwave ovens.  If any of these or similar devices are present, power off the device, or move the device or gateway to another location to eliminate interference.  For the strongest signal, locate the SBG6900-AC in an open area, not inside a cabinet or closet.  Locate the gateway several feet above the floor, ideally as high as reasonably possible.  
  3. Change the wireless channel of the gateway.  Wireless signal broadcasts on a limited number of Wi-Fi radio channels.  If other Wi-Fi sources such as neighboring wireless access points are using the same wireless channel, this may cause intermittent connectivity issues, even if the competing signal is relatively weak.  Changing the wireless channel within the SBG6900-AC gateway can improve connectivity.  To change the wireless channel, please refer to Article # 15821 - SBG6900-AC (v1.5.x): Changing the Wireless Channel.  
  4. Disable Band Steering.  Band Steering allows wireless devices to automatically switch between the 2.4 GHz and 5.0 GHz bands, depending on which signal provides the better connection, and simplifies connection by using the same wireless network name on both channels.  In some cases, this can result in intermittent drops of wireless connections.  Disabling band steering can eliminate these intermittent drops.

    NOTE:  This option is not available in firmware version 8.6.x.

    To disable band steering, please reference Article # 17022 -
    SBG6900-AC (v1.5.x): Band Steering Setup
  5. Disable WMM Power Save Support. WMM (Wi-Fi Multimedia) Power Save support allows reduction in power usage while specific Wi-Fi traffic is not being utilized.  Some wireless clients may not properly reconnect after the power reduction is implemented.  Disabling the WMM Power Save support can eliminate these intermittent drops.  To disable WMM Power Save Support, please refer to Article # 15857 - SBG6900-AC (v1.5.x): Wireless Multimedia (WMM) Setup.  
  6. Factory reset the modem.  Factory resetting the modem will reset any custom configurations to factory defaults, and should only be performed after all other troubleshooting steps have failed to resolve the issue.  To factory reset the SBG6900-AC, locate the reset button on the back of the SBG6900-AC.  Carefully insert the tip of a pen or an unwound paperclip into the reset switch hole, then press and hold the switch for 5-10 seconds. 

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