need to return orbi model RBK20W.

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DirtyGoose wrote:

i was connected to wifi but could not connect to mobile app or routerlogin.. after talking to netgear service associate found out  due to our modem having a router also we could not connect to mobile app or routerlogin.  will have to return orbi and do a factory reset before returning.

 

does the orbi router retain any personal infromation and is it safe to return.

 

thank you for your help

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if your modem is actually a modem/router combo you may try this:

https://kb.netgear.com/31218/How-do-I-configure-my-Orbi-router-to-act-as-an-access-point

Hold it in for 15 seconds then let go.

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DirtyGoose wrote:

i was connected to wifi but could not connect to mobile app or routerlogin.. after talking to netgear service associate found out  due to our modem having a router also we could not connect to mobile app or routerlogin.  will have to return orbi and do a factory reset before returning.

 

does the orbi router retain any personal infromation and is it safe to return.

 

thank you for your help

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This would be a double NAT (two router) condition which isn't recommended. https://kb.netgear.com/30186/What-is-Double-NAT
https://kb.netgear.com/30187/How-to-fix-issues-with-Double-NAT
Couple of options,
1. Configure the modem for transparent bridge or modem only mode. Then use the Orbi router in router mode. You'll need to contact the ISP for help and information in regards to the modem being bridged correctly.
2. If you can't bridge the modem, disable ALL wifi radios on the modem, configure the modems DMZ/ExposedHost or IP Pass-Through for the IP address the Orbi router gets from the modem. Then you can use the Orbi router in Router mode.
3. Or disable all wifi radios on the modem and connect the Orbi router to the modem, configure AP mode on the Orbi router. https://kb.netgear.com/31218/How-do-I-configure-my-Orbi-router-to-act-as-an-access-point and https://www.youtube.com/watch?v=H7LOcJ8GdDo&app=desktop