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Eiremike's avatar
Aug 28, 2022

RBR40 Cannot connect app but devices are connected and internet is working

Hi Community

Ive used my Orbi for many years with excellent results, but recently I tried to access the router via the mobile app and even though my phone is connected to my Orbi router, the App keeps saying it cannot connect 😞
The App prompts me to connect to my Orbi net work, but I am on my Orbi network!

Ive uninstalled the app, restarted my phone, re-installed the app, re-setup the app and still no connection.


The last time I managed to connect, I changed the settings because the Orbi satellite was clashing with my internet router. Since I changed the setting the routers have worked well together but I cannot access the Orbi management.

However, the speeds I am getting from my Orbi have slowed down and I want to improve that. I believe I need to do a firmware update too.

 

I managed to speak to Juliana from Netgear via the live chat  on 22 July. She told me that a technician would "call me in 5 - 15 minutes" after about an hour I chatted to her again and she then wrote "Please wait for just 3 hours and you will get a callback." To this date I have not received a call 😞

I clearly explained I was based in Europe and gave me phone number and none of that was a problem to receive a call apparently. But then no call was received which is a disappointing customer experience.

Please help me, I am more than happy to pay for the support

Thanks
Michael

11 Replies

  • plemans's avatar
    plemans
    Guru - Experienced User

    Are you using ios? If so, make sure icloud relay AND private mac/ip address are disabled. 

    • Eiremike's avatar
      Eiremike
      Tutor

      Hi Plemans, I should've included that info, no I am using a Windows laptop and an Android mobile phone.
      Thanks
      Michael

      • plemans's avatar
        plemans
        Guru - Experienced User

        What modem/gateway is the router connected to?