NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.

Forum Discussion

Sharknado3's avatar
Sharknado3
Aspirant
Jun 19, 2019

RBK40 Orbi connectivity issues (1000Mb)

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...
Sharknado3's avatar
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's avatar
FURRYe38
Guru - Experienced User
Jun 19, 2019

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

Blanca_O 

  • Sharknado3's avatar
    Sharknado3
    Aspirant
    Jun 19, 2019
    It is a Calix Ont - optical network terminal as they have a fiber connection.
    • Sharknado3's avatar
      Sharknado3
      Aspirant
      Jun 19, 2019
      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.