My smart panel keeps going offline and I have a Netgear Orbi router

Some Netgear Orbi routers don't play nicely with smart home devices, including your Basis panel. If your panel keeps showing as offline in the Home app even though your Wi-Fi is working well, your Orbi router is the most likely cause.

What you might notice

• Your panel drops offline in the Home app, then comes back... sometimes many times in a day.
• Dropouts come and go. Everything can be fine for days, then the connection drops repeatedly.
• Sometimes the panel can't reconnect at all until the router is restarted.
• Scheduled routines may not run while the panel is offline, and circuits can show out-of-date states in the app.

This happens even with a strong Wi-Fi signal and fast internet. It isn't a fault with your panel, some Orbi routers actively push devices off the network, and can then block them from rejoining.

The fix

Restart your Orbi router. Turn it off at the wall, wait 30 seconds, and turn it back on. Give it around five minutes for everything to reconnect. This clears the router's memory of your panel and lets it rejoin the network.
Restarting the panel itself won't help in this instance as the connection issue sits with the router.

If it keeps happening
A router restart usually restores the connection, but the dropouts can return over time. These router settings can help keep things stable (available options vary by Orbi model):

1. Turn off Smart Connect (Link here for instructions)
2. If your Orbi has a setting for Fast Roaming, ensure it is set to Disabled
3. Check for Orbi firmware updates as Netgear may occassionally release fixes.

Still having trouble?
Send us a bug report (see here for instructions) including the details of your Orbi set-up (Model number, number of routers and satellites, connection type i.e. Fibre, Cellular, Satellite/Starlink), and our team will get in touch with you!