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Forum Discussion
RBK20 - Been sent a faulty device. How to apply for refund?
I had purchased the Orbi RBK20 AC2200 on consulting with the sales team person on chat in the netgear website on 08/06/2020 and it was delivered the very next day. Right out of the box, I had lots of trouble with the installation as the installation instructions were not clear and I had to spend more than couple of hours to watch Youtube videos on how to set up the router and read online forums and finally after raising a ticket 42877549 and with the support person's help whom I spoke to him for more than 30 mins managed to set up the router. The problems didn't end there, the satellite only syncs with the blue light when it is either a few feet away from the router or in the same room. It just defeats the purpose of this wireless mesh entirely. Having accepted defeat and placing the router in the living room and syncing it with the orange light I found the speeds are compromised drastically. I have an internet plan of 250 MBPs and the main router clocks the speed at 240 MBPs approximately. Where as the satellite just manages 8-10 MBPs. I had even back-hauled the router and satellite with a cable to improve the performance as read in the forum. The only difference is the sync is now blue but the speed hasn't improved at all. I have also raised two more tickets 42908501 and 42914144 with the support team about the faulty performance of this product but there has been no resolution. Finally on chat, one support person recommended that I email the sales team for returning the defective product and initiate the refund.
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More Update - I have been trying to email the sales team for refund and trying to reach the support via phone, there is no acknowledgement. When I get connected to an agent, I don't know if it is genuine or technical issue the call gets disconnected after I confirm my details. I am unable to proceed and I don't know what else to do. I have been spedning more than 2 hours everyday with the netgear support or looking into the community or trying to reset the router and the settings over and over again without any use. How do I apply for a refund?
Running the current firmware on your RBR20 and RBS20? As of writing: https://kb.netgear.com/000061826/RBR20-RBS20-Firmware-Version-2-5-1-16 - or lookup at https://www.netgear.com/support/product/RBK20.aspx#download
With the current software, and the system synched (all blue) in the same room over the wireless backhaul (no Network cables attached), deploy the satellites, and plug the wired backhaul in one of the three ways -> https://kb.netgear.com/000051205/What-is-Ethernet-backhaul-and-how-do-I-set-it-up-on-my-Orbi-WiFi-System A simple non-managed switch could give an indication if the wired backhaul links are establishing a link. Orbi does automatically switch to the wired backhaul if detected.
Hard to say if there is a potential hardware defect - support can arrange sending out a replacement kit to you.Still not convinced? The Netgear Store Shipping and Returns instructions should provide the guidance.
- I am running the latest firm ware and I have tested the sync between the router and the satellite in the same room and if I move it, it always drops to orange light or even magenta. Hence I was forced to backhaul with a cable.
The returns page is of US. Is there one for India. I am getting no help from the technical support who passes the buck to the sales team and the sales team is not at all responding.
What Firmware version is currently loaded?
What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?What is the size of your home? Sq Ft?
What is the distance between the router and satellite(s)? 30 feet is recommended in between RBR and RBS to begin with depending upon building materials when wirelessly connected. https://kb.netgear.com/000036466/How-far-should-I-place-my-Orbi-satellite-from-my-Orbi-routerhttps://kb.netgear.com/31030/What-do-the-LEDs-on-my-Orbi-mean
What channels are you using? Auto? Try setting manual channel 1, 6 or 11 on 2.4Ghz and any unused channel on 5Ghz.
Any Wifi Neighbors near by? If so, how many?Try enabling Beamforming and MIMO(MIMO may or maynot be needed) and WMM. Under Advanced Tab/Advanced Settings/Wireless Settings
Try disabling the following and see:
Armor, Circle, Daisy Chain, Fast Roaming, IPv6 and Set 20/40Mhz Coexistence to 40Mhz only. Set Short preamble instead of Long preamble modes. Save settings and reboot the router and satellite(s).Review the installation guides found on NGs support download site for setup information.
Tried all settings mentioned with the technical support person on call and nothing improves the performance. There are not heavy equipments or devices next to the router to cause interferance. I negated that by backhauling the router and satellite and the sync is in blue but the speed is still in single digits. The technical suppor person gave up.
Have a tiny unmanaged Ethernet Switch - Fast or Gigabit does not matter - to check if the link to both devices making up the wired backhaul connection does have network link LED indications? But anway, in the same room, the wireless backhaul must perform much better.
We need some assistane from Netgear here ... Dustin_V please.
