Please help me. My orbi system says I’m connected but the internet isn’t working. Support wants 100$ to tell me how to fix it.

Hello Robbie361 , Welcome to the NETGEAR Community! In your last post, you attempted to provide the model number of your ISP's router. However, you posted the serial number of your ISP's router instead. The serial number for your router is considered to be personal information and was removed for security purposes. To find the model number for your ISP router, please look around your router for a printed text that says "model no.". Best, Kevin Community Team

Has a power off for 1 minute then back ON with the ISP modem and router been performed since last update?Be sure to restart your network in this sequence:Turn off and unplug modem.Turn off router and computers.Plug in and turn on modem. Wait 2 minutes for it to connect.Turn on the router and wait 2 minutes for it to connect.Turn on computers and rest of network. 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? Be sure your using a good quality LAN cable between the modem and router. CAT6 is recommended. How many RBS are deployed? What is the size of your home? Sq Ft?

Support says it’s a problem with the address. He knows what the problem is but can’t tell me unless I pay the 100$. Unfortunately I don’t understand much about the System. He said there’s a problem with the address needing to be changed. Maybe an ip or somthing

What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too? Does he mean the RBRs internal IP address of 192.168.1.1? If so, you can change this address to 192.168.0.1 using the RBRs web page by logging into the RBRs web page at 192.168.1.1 and navigating to Advanced tab/Setup/LAN setup. There is a router IP address here listed at 192.168.1.1. Can change this here. Please give details on FW version and ISP modem or ONT the RBR is connected too.

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16 Replies

FURRYe38
Guru
Feb 21, 2024
Has a power off for 1 minute then back ON with the ISP modem and router been performed since last update?
Be sure to restart your network in this sequence:
Turn off and unplug modem.
Turn off router and computers.
Plug in and turn on modem. Wait 2 minutes for it to connect.
Turn on the router and wait 2 minutes for it to connect.
Turn on computers and rest of network.

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?
Be sure your using a good quality LAN cable between the modem and router. CAT6 is recommended.
How many RBS are deployed?
What is the size of your home? Sq Ft?
- Robbie361
  Aspirant
  Feb 21, 2024
  Support says it’s a problem with the address. He knows what the problem is but can’t tell me unless I pay the 100$. Unfortunately I don’t understand much about the System. He said there’s a problem with the address needing to be changed. Maybe an ip or somthing
  - FURRYe38
    Guru
    Feb 21, 2024
    What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?
    
    Does he mean the RBRs internal IP address of 192.168.1.1? If so, you can change this address to 192.168.0.1 using the RBRs web page by logging into the RBRs web page at 192.168.1.1 and navigating to Advanced tab/Setup/LAN setup. There is a router IP address here listed at 192.168.1.1. Can change this here.
    
    Please give details on FW version and ISP modem or ONT the RBR is connected too.
- Robbie361
  Aspirant
  Feb 21, 2024
  Firm 2.7.4.24
michaelkenward
Guru
Feb 22, 2024
Robbie361 wrote:

Support wants 100$ to tell me how to fix it.

Are you sure that was Netgear support?

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