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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...
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.
casseiopeian wrote:
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.Poor wireless environment? Antenna connectors unplugged internally in the router and/or the satellite? That's all I can guess.
casseiopeian wrote:
Hence I was forced to backhaul with a cable.Orbi systems should pick up the wired connection automatically in favour over the wireless backhaul. Hard to say if the Ethernet link is coming up, lack of link LEDs.
Hope some of the Orbi geeks a chiming in here for you.
Dustin_V is a netger moderator with access to the ticket system - most others here are just Netgear customers.casseiopeian wrote:
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.