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Forum Discussion
Orbi dropping internet connection
My Internet keeps dropping especially the upload speed I rebooted the Orbi system twice and I also reset the router in the satellite and I'm still having the same issue I got the System On April 23, 2...
After spending 10+ hours on the phone with netgear "technical support," replacing the router twice, testing beta firmware, adjusting software features, etc netgear has not been able to resolve this issue for me. I was spending all of my days off talking to netgear customer support and have at least 10 support case numbers all for the same issue. My orbi was outside of the return window so I just ultimately had to bite the bullet and purchase a more reliable router. Hopefully they can resolve this issue for me but they basically ended my "customer service" by telling me they will need to let their software engineers look over my log reports. I am sorry but I spent $400 on this router and should not be having this much trouble... Good luck asking for a refund because they don't issue them apparently even if the product works less than 1 month. All I can suggest is leaving honest reviews on multiple different websites in hopes that other people won't make the same mistake we did.
I would NOT recommend the Orbi. I have had mine for over a year (and it used to be awesome), but a firmware update 6 or more weeks ago has made it junk. It disconnects multiple times, day & night. The disconnects mess with all my home control items(tired of having to reset some of them). And the satellite is in the bedroom, so as it cycles back to reconnect, it becomes a very annoying night light. At first it seemed like a problem with my ISP, but I quickly figured out it was my Orbi system. Netgear doesn't seem to be in a hurry to fix the firmware either. And there is no way to turn off the automatic updates and/or roll it back to one that worked. I am frustrated, especially for what it cost. I am trying to figure out what system I should change to? Suggestions appreciated. Thanks.
I purchased the Orbi RBK50 router with 1 RBS50 satellite January 7, 2018. The installation was easy with confirmation indicating setup complete. One exception, was when I got to the end, I could not find the account login to access to finalize the guest network setup. I had to call the help desk to assist. It should have the admin log-in pop up by default at end of setup for the customer to further stream line the complete process.
Now the connectivity issue!! I am running an I-Mac with parallels with shaw cable as the ISP (internet system provider). On initial start-up in the morning, the wifi connects on the mac operating system. I flip to the windows and it connects also. When I flip back to the Mac side, I lose connectivity. I finally found that shutting down the windows operating system, I can re-establish wifi connectivity back on the mac side and also the windows side. This has been ongoing every morning. Now 5 days later, the wi-fi icon has been searching for a signal twice on Jan 12, showing the system looking for connectivity. Both RBK50 and 1 satellite were indicating normal with no lights showing/illustrating any issues.
After several calls to NETGEAR support, Staples, as well as Shaw Cable my Internet Service Provider, the Staples sales tech. indicated to contact my ISP and make sure the shaw 150 modem, that the built in wireless router was turned off as this could potentially be a bridging conflict. I called back to the ISP (shaw cable) and confirmed it was in fact off. I then provided a complete synopsis to the shaw tech. of my ongoing problem. The shaw support tech. did follow-up and say that there were a-lot of customers complaining of NETGEAR internet connectivity issues. In particular to the NETGEAR Night-hawk routers. There seems to be an integration/compatibility issue with shaw cables modem and NETGEAR products.
After countless hours of research, continuous amounts of phone calls to NETGEAR'S help line that goes to India, which again is very difficult to understand their techs. with poor English and substandard phone connectivity/quality it is very frustrating to pinpoint the problem!!! As a first time customer to NETGEAR Orbi line of products, it should not be up to the customer to spend and waste countless hours ascertaining why the system is not operating the way it should!!! The product cost $550.00 with a 2 year extended warranty of $150.00 for a total of $725.00 CDN. NETGEAR'S Support system is not very efficient on getting to the bottom of the problem quickly and effectively!! This area needs major improving!!!
I will be monitoring the Orbi system for another week to 2 weeks, but may have to return the Orbi for a full refund back to staples as they have a 30 day return policy and replace it with the Linksys Velop. I hope that I do not have to resort to this, as it is going to waste an entire day to take apart and re-setup a complete new system and programming all the devices onto the Linksy Velop.
Since I can't use my Pixel 2 XL or my Nexus 6P on wifi with the Orbi(obviously with current issue) I started using my old Note 3 to play games on. Well it also makes the Orbi system REBOOT every time it wakes up! I wish Netgear would just refund me for this junk system because it doesn't seem like they will ever fix it?
Your isp provided gateway may be the issue. Often the gateway includes the modem. You need to get into the gateway (over the Internet) and disable the modem. You may need directions how to do this. Do a goggle search. I had similar issues, disconnected the gateway modem and the Orbi 50 has been absolutely trouble free