Device had a white ring light on the satelite and is constantly dropping connection to no internet. The cable company has been out and verified the lines are correct. It has been working fine with few hiccups for 6 months. It took two commplete full rests to get working and stopped working within hours again. I'm still under the year warranty, but customer service refuses to help with the device since I'm past 90 days. How am I supposed ot get warranty replacement if I can't talk to anyone besides a chatbot call center who wants to sell a service plan. I have to say Netgear used to be a premium company, but this leave a bad taste in my mouth and my in-laws who are using this device. How on earth are they supposed to trouble-shoot a device like this? I can answer questions, but the product is 3 hours away in the home of your average user, so short of here is an easy answer, I really need to have the device replaced. A working device shouldn't break itself by the way. TIA.

What Firmware is currently loaded?What is the Mfr and model# of the ISP modem the NG router is connected too?Is the Orbi system operating in Router or AP mode?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 them to begin with depending upon building materials when wirelessly connected. 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 SettingsTry disabling the following and see:Daisy Chain, Fast Roaming, IPv6 and Set 20/40Mhz Coexistence to 40Mhz only. Save settings and reboot the router and satellite(s).

It is in router mode, probably 30 to 40 feet in distance apart.No clue on the cable modem brand.How is one supposed to replace a device under warranty if defective or Netgear refuses to let you talk to anyone? I'd like to hear that answer, but I will certainly see if I can walk my 70+ year in laws through these suggestions.

Please find out the modem Mfr and model# if possible. Blanca_O

It is a Calix Ont - optical network terminal as they have a fiber connection.

Horrible product and support. How is one supposed to get a replacement if a defective unit when you can talk to support without an extortion fee of $159? $259 for a device that is still under warranty and the customer service to told me, I can fix it right away, but you need to pay this fee. I know what is wrong with it.I got a survey and it had preloaded the check boxes for answers like, I can't understand the phone two because if their accent. The rep won't help me unless I sign up and pay for phone support. Obviously, Management knows it is a problem and doesn't care.To further explain this situation, my mother in law has a tech from the local cable company come out on two occasions today and spend 3 hours trying to get it to work. It would initially work and fail.I spend another hour and a half after it failed again. I had her change the channes and on reboot the wireless errored out and wouldn't activate. I had her pull the plug and finally got it to work with the settings you suggested.Again, it started the loop and working and failing shroud like it had for the last few days.I want a new device shipped. It had gotten to the point the only way you will accept responsibility is if someone goes to the store and gets an exchange from them.

RBK40 Orbi connectivity issues (1000Mb)

13 Replies

FURRYe38
Guru
Jun 19, 2019
What Firmware is currently loaded?
What is the Mfr and model# of the ISP modem the NG router is connected too?
Is the Orbi system operating in Router or AP mode?

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 them to begin with depending upon building materials when wirelessly connected.

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:
Daisy Chain, Fast Roaming, IPv6 and Set 20/40Mhz Coexistence to 40Mhz only. Save settings and reboot the router and satellite(s).
- Sharknado3
  Aspirant
  Jun 19, 2019
  It is in router mode, probably 30 to 40 feet in distance apart.
  
  No clue on the cable modem brand.
  
  How is one supposed to replace a device under warranty if defective or Netgear refuses to let you talk to anyone? I'd like to hear that answer, but I will certainly see if I can walk my 70+ year in laws through these suggestions.
  - FURRYe38
    Guru
    Jun 19, 2019
    Please find out the modem Mfr and model# if possible.
    Blanca_O

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RBK40 Orbi connectivity issues (1000Mb)