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Forum Discussion
Solved
Horrible customer service
I cannot beileve how bad customer service is on a product that cost so much. You can see from the screenshot below the Orbi router is not recognizing the cable connection, but . I've had connection...
I talked to Comcast 3 times to make sure all was well before reaching out to Netgear. They reactivated the modem, etc. I bought the CBR40 in August and had no issues until now.
I was able to get my case escalated to Tier 2 and they got me taken care of. I attached one of the screenshots, Home setup screen didn't recognize the cable connection even though the internet worked at the time. Also, the Event Log was blank. Something was wrong with the OS or hardware. Received a replacement Saturday and installed it. Everything works fine now.
It was painful to have to spend 2 hours to do something that should have taken 20 minutes. Tier 1 kept asking me to change wifi settings when I was having issues via ethernet. Thankfully Gigi with Tier 2 was able to get it resolved.
Hi hokievol
Welcome to NETGEAR Community!
Please PM me the support case number.
Regards,
Blanca
Community Team
Thanks Blanca. Tier 2 reached out to me and replaced my CBR40. I sent them a bunch of screenshots to that they were sending to engineering. The new hardware fixed the issue and everything is working great now. thanks for reaching out.
Glad it's finally resolved. Sounds like the 1st system became faulty. Glad the new system is working well. Be sure to keep it updated as well.
There is new FW for the RBS20, v28 is avilable. Update this first.
Please mark your thread as solved so others will know for future reference.
Enjoy. :smileywink:I manually updated the RBS20 FW today. Everting looks good. Thanks!
