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Forum Discussion
Orbi Voice model RBS40V, Alexa not responding to voice command or playing through the speaker
My Orbi Voice shows connected to my Alexa device (Echo Dot), but will not respond to voice commands. It worked initially but once I unplugged my router to relocate it, the issue started. It will rece...
Well, after registering the product on MyNETGEAR, clicking the support tab and creating a case number, calling the phone number in the email provided, 35 minutes of hold time after being number 21 in the queue, and then speaking to a rep who says I contacted the wrong department, she tells me she would have to transfer me to "the appropriate department." I specifically asked if I would be placed back in a phone queue and said "no, I'm just transferring you back to the approriate department," but low and behold I am 13th in a call queue again. Total call time right is 47 minutes...not too impressed with product support at this point but hopefully it gets resolved.
ok, one hour and 12 minutes since I initially called and now I've connected to a second rep who just wants to clarify that I have a "router with a bulit-in Alexa." ....
"Well, no, I have a Orbi Voice satellite and the voice function is not working with my Alexa."
"Yeah, that's what I mean you have a satellite with a built-in Alexa."
"oh, ok, yes."
"what error message is it giving you?"
"I'm not getting an error message. It just doesn't respond whe I say "Alexa" and nothing comes from the speaker"
"ok, let me place you on hold"
After one hour and 55 minutes on the phone, I was placed on hold and the call dropped. The rep called me back and says I need to contact Amazon. Per Orbi rep, everything is fine on their end and my router is functioning properly, so I need to be tranferred to Amazon. Orbi rep was able to connect me to Amazon phone support. The automated message on Amazon states they cannot reached by phone at this time because of the COVID issues and it disconnected.
Unbelievable. Thanks for the help Netgear/Orbi. /sarcasm.
So I contacted Amazon through chat and they referred me back to Netgear/Orbi. At this point I have completely set up everything as though it were new and nothing. At this point, I do NOT recommend the Orbi Voice. Save your money on the gimmick factor and just but a regular satellite and a $30 echo dot.