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Forum Discussion
Eiremike
Aug 28, 2022Tutor
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
- plemansGuru - Experienced User
Are you using ios? If so, make sure icloud relay AND private mac/ip address are disabled.