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Go to SolutionXPS 8960 Drops Network Connection with eero Mesh Network; Dell Pro Service Fails to Address Problem
After almost two years of flawless connection to an eero v6 mesh network (wired ethernet connection, not wifi), my XPS 8960 started dropping the internet connection. This happened both when wired and when I tried with WiFi alone. The internet connection was robust and worked flawlessly with all my non-Dell products (Surface Pro 8; MacBook Air; Apple TVs; Google TVs; Google Nest doorbell; home security system; etc.). I have Pro Service, so after two hours the Dell tech guy could not identify the issue and so ordered that a home service tech come to the house and replace the motherboard and wifi card. However, this did not solve the problem. I wiped the computer again and sent it to Dell for service, and they could not recreate the problem and concluded it was not a hardware problem. It seems pretty clear that there is a software problem related to the Killer Network Card that results in dropping the network connection. The connection is reestablished when I re-boot but then quickly becomes unstable and disconnects. I cannot believe I have a unique situation and would like to hear from others with this problem and if anyone has found a solution after the Dell support people have failed (as have the eero people).
Robert Willis
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Posted October 24th, 2025 20:39
I would check the following:
1. Replace the Ethernet cable that is connecting your computer to the eero.2. Disable the Ethernet connection on you XPS8940 and only utilize the wired connection for the initial testing?
3. Reboot the computer.
4. Run a Network Speed Test on your computer and check the performance.
5. Verify that IP address that your computer is getting from the eero? Is the IP address withing the assign DHCP range?
@ccalberti Did not solve the problem, which I conclude is caused by out-of-date Dell Killer drivers.
@Jesse L (retired) Where are the Dell employees in addressing this known problem? I see no additional comments or suggestions in this string or in another which I started. Do you agree that the problem is with the Dell drivers, since all other devices hold connections to our networks? Or are you/Dell blaming the Eero/Decco/Netgear networks? The silence baffles me, and as I purchased Pro Service I am more than baffled. Yet no solution is offered regarding the driver software after swapping out my motherboard and network card, plus a week in the hands of tech people, all of which concluded that there is no hardware problem.
(edited)
Jesse L (retired)
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Posted October 29th, 2025 12:35
@ccalberti The Dell Forum is a medium for users to interact with other users. Our job is to assist in this Forum activity. All Forum users who want direct Technical Support should click "Get Help Now".
Jesse L (retired)
ccalberti
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Posted October 31st, 2025 19:11
In the week since I first posted in this chat about the problem with the XPS 8960 Killer and Intel drivers (and over a month since I brought them to the attention of Dell Pro Service), Dell has recently posted updated drivers (see attached jpg). I have been using them on my eero mesh network for two days and they appear to have solved the problem. Let's hope so, and also hope that this solves the problem for others.