NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.
Forum Discussion
RBR50
Hello, After working flawlessly for 22months my Orbi RBR50 base unit is no longer working, a flashing white light and unable to perform a factory rest. After contacting the support imagine my sur...
What Firmware version is currently loaded?
What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?
FlipT wrote:Hello,
After working flawlessly for 22months my Orbi RBR50 base unit is no longer working, a flashing white light and unable to perform a factory rest. After contacting the support imagine my surprise that I am expected to purchase an extra support package prior to any work being done to rectify the fault. I did not purchase this as I feel that to do so whilst the hardware is still under warranty is unethical to say the least...
So, am being overly cynical thinking that this fault has taken place 2 months before the end of the warranty period?
Has anyone else encounter this scam??
Regards
FlipT
- Hi, thanks for both replies.
I also thought it was a 1yr warranty but the product registration has it listed at 2yrs for hardware.
I am connecting to BT Halo1 router.
Sadly I can't get the base unit to connect, it is not putting out any wifi signal and the Ethernet ports are not connecting either so I can't confirm what firmware version it is running. It does cycle the power light through green then red indicating a firmware fault hence Netgear looking to push their tech service before admitting considering it as a hardware fault.
Thanks in advance.
FlipT wrote:
I also thought it was a 1yr warranty but the product registration has it listed at 2yrs for hardware.This is the point where the "only way forward" is to send a private message to one of the forum moderators explaining the issue.
i.e. model, serial number, and evidence that the hardware warranty is for 2 years. The Netgear "contact us" mechanism seems to key off of the "90 days of complimentary support" and (as far as I can see) provides no mechanism to contact Netgear during the remainder of the hardware warranty.
Click on one of the moderators screen names and then select to send a private message.
The moderators have a "capital N" after their screen name, such as Dustin_V
Have a router in front of the Orbi router is not recommended.
This would be a double NAT (two router) condition which isn't recommended. https://kb.netgear.com/30186/What-is-Double-NAT
https://kb.netgear.com/30187/How-to-fix-issues-with-Double-NAT
Couple of options,
1. Configure the modem for transparent bridge or modem only mode. Then use the Orbi router in router mode. You'll need to contact the ISP for help and information in regards to the modem being bridged correctly.
2. If you can't bridge the modem, disable ALL wifi radios on the modem, configure the modems DMZ/ExposedHost or IP Pass-Through for the IP address the Orbi router gets from the modem. Then you can use the Orbi router in Router mode.
3. Or disable all wifi radios on the modem and connect the Orbi router to the modem, configure AP mode on the Orbi router. https://kb.netgear.com/31218/How-do-I-configure-my-Orbi-router-to-act-as-an-access-point and https://www.youtube.com/watch?v=H7LOcJ8GdDo&app=desktop
FlipT wrote:
Hi, thanks for both replies.
I also thought it was a 1yr warranty but the product registration has it listed at 2yrs for hardware.
I am connecting to BT Halo1 router.
Sadly I can't get the base unit to connect, it is not putting out any wifi signal and the Ethernet ports are not connecting either so I can't confirm what firmware version it is running. It does cycle the power light through green then red indicating a firmware fault hence Netgear looking to push their tech service before admitting considering it as a hardware fault.
Thanks in advance.
