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Forum Discussion
Hardware warranty support
I have an Orbi RBK50 that is under hardware warranty, but when I try to submit a warranty support request through the Netgear support website, the site displays an error. Very frustrating, as there ...
The modem is an Arris SBV3202.
Cable is CAT6 and new.
Home is 3500 sq ft.
Distance between main router and satellites is over 30ft.
2.4G channel is Auto.
5G channel is 48.
No WiFi neighbors near.
Armor is off.
As for all those other suggested changes to settings -- seems peculiar that for such a basic WiFi set up such as mine that the factory defaults would require such significant adjustments.
For that size of home, only the RBR and one RBS would be needed. I can use same RBK50 series I have in my 5000sq ft home with just one RBS and still have great wifi coverage and services.
Try using manual channel 1 and 40
Sometimes after a FW update, a factory reset and setup from scratch maybe needed if problems are seen.
I previously used one RBR and one RBS and found the resulting internet speeds were far lower than what I should be getting. Perhaps that's a consequence of how the house is laid out? Also worth noting that the 3500 sq ft does not include a finished basement and outdoor patio space where I also need coverage. Regardless, I don't see how having more satellites would create the issue I'm experiencing (where fixing the speed degradation requires unplugging the internet cable into the RBR).
As for the factory reset, no offense -- but every time I've ever sought support from Netgear, that's always their answer. And it never solves the problem.
Do you have an answer to my original question, though, about how one can actually contact Netgear for support under a hardware warranty? Seems awfully convenient for them that the form on their website for that purpose doesn't work.
jcxmartin wrote:
As for the factory reset, no offense -- but every time I've ever sought support from Netgear, that's always their answer. And it never solves the problem.
A reset may be more witchcraft than science, but the reason for suggesting it is that it is the first thing that Netgear will ask you to do before it even begins to contemplate an RMA.
If you get to that stage at least you will be able to say "been there, done that".
It may not work for you, but you might be surprised by how often that simple measure saves a lot of grief.
Regardless, I don't see how having more satellites would create the issue I'm experiencing (where fixing the speed degradation requires unplugging the internet cable into the RBR).The first thing that that suggests is that there is some sort of configuration issue between modem and router.
You have decided that the router is the problem. I'd want to dig deeper before concluding that.
Do you have an answer to my original question, though, about how one can actually contact Netgear for support under a hardware warranty? Seems awfully convenient for them that the form on their website for that purpose doesn't work.Is this what you did?
How do I request a Return Material Authorization (RMA)? | Answer | NETGEAR Support
Your first message just said "the site displays an error". Ask yourself how much this tells us about what you did and what happened.
When you go to the "My Registered Products" page on the Netgear site, you are given the opportunity to select a product and "Request Hardware Support." Below is the link to that page:
https://my.netgear.com/requesthardwarereplacement.aspx
When I enter in the nature of my request, I get the attached error screen.
I've tried it on multiple browsers. I've cleared my cache. I've tried incognito mode. None of that helps.
