Just downloaded the latest release V1.9.1.12 and noticed in the official release notes from Netgear it states as fix 'Continious Improvement in wireless connection stability'..Dosent spefically makre reference to discconections but that sounds like a promising fix. Wonder if and when people update if they post if they have had discconnections (ios or Andriod) since installing V1.9.1.12 then we may know if its been fixed permanently

Netgear Moderators, I would like to attempt one last method to fix these multiple problems with the Orbi product. Rather than complaining, and throwing away my $600 investment, perhaps the Netgear engineers and developers would be perceptive to suggestions which I am sure can resolve some (if not all) of these problems. First, let me say Thank You! Thank you for your attempts to create an appealing looking product. It doesn’t look like a science project gone wrong with 6 antennas and 10 LED lights. It doesn’t cause my guest to ask me, “What is that weird looking thing”. Thank you for your attempts to innovate and solve the large home WIFI coverage problem. Thank you for the speed. Yes, its fast! With all that you made right, some portions of the Orbi product are missing the mark. I believe I may know what you are overlooking. You tried to create an EASY, SIMPLE, and high tech product that could be used by anyone, especially non-technical consumers. Unfortunately, what you “may” be missing is the reality that no one solution for WIFI exist for everyone. Therefore, other WIFI OEMs allow access to advance settings enabling consumer to tweak and tune the product to their specific use case and environment. Homes, buildings come in a large variety of sizes, floor plans, building materials and other variables which can cause interference from other locations. Possibly home appliances and other devices which may not “play friendly” with Orbi, despite your best attempts to find the one configuration that works for everyone. It’s just not possible! Hence, I ask of you. I plead with you. Beg of you! Stop trying to make Orbi work for everyone using your locked-in configurations. Allow some flexibility! Here are my suggestions which have proven to be affective for all of you competitors. Many of these suggestions have been posted in your” ideas” area forum. We must assume you are too busy, or have somehow over looked these suggestions. Allow the 2.4G and 5G radio SSIDs to be separated. All other OEMs which use any type of “smartconnect” ability allow that feature to be disabled. Because it doesn’t always work for EVERYONE. There are too many client devices in this world. 2 devices may work, and 2 may not. Allow this separation and it further removes the burden of band-steering. I can lock in my devices to a specific 2.4G or 5G band, and Orbi doesn’t need to worry about moving my devices to the other 2.4G radio. This should help with disconnects. It also allows Netgear to sell more Orbi Satellites. I would be inclined to buy an additional satellite so I have large 5G coverage, rather than moving to 2.4G. Let the user decide, as all your competition allows. Allow Orbi node/device-steering to be completely disabled. The Orbi is Fast. VERY FAST! It should not be required to force client devices back to the main Orbi router. If my client device has a good connection to the satellite, then let it stay there, or move on its own if the RSSI drops beyond 75. Most modern devices handle roaming VERY WELL, and do not need your help. Don’t risk a client disconnect by forcing the device to move to the router. Please provide the option to disable all band-steering. Please expose the client device, and Orbi Satellite device, RSSI, MCS Data Rate, connected radio, and which Orbi node its connected to. This will allow your users to have troubleshooting ability…AND it will allow better placements of the Satellites if you can show the “REAL” RSSI and MCS of the satellite connections. When a Satellite powers up and gives that white light showing a good connection. What it doesn’t tell you is how stable that connection is. I have two locations in my home that can cause random fluctuations in my signal strength. It will be good one moment, and not good 60 seconds later. I have been FORCED to use a Samsung Android Smartphone with WIFI Analyzer to determine the TRUE quality of a Satellite location because your product refuses to show any detailed information. Please allow automatic updates to be DISABLED. Netgear suffers the same problem all manufactures experience. Sometimes you get it WRONG. Sometimes a code update causes more problems. Your customers should be allowed to choose if they want to update, or NOT. This can be resolved via Orbi light illuminations telling the user something needs to be performed. It can also be notified via the Orbi App. But it should be “notify first, then allow the user to accept or decline the update”. Your recent 1.9.x update has caused more problems than it solved. Further making the Orbi NOT SIMPLE. And there are other “nice to have” features such as vLAN support for guest network. And others…But I would be happy see the above changes made. These requests are ALREADY part of the command line, but using them is difficult, requires research, and should the user make any changes in the Web GUI, the command line changes are lost. Please read this, and please make Orbi work. These changes should take no more than 2-4 weeks. Thank You

Gentlemen, and ladies, if there are some, Orbi needs to work as designed. That means any “fix” that requires; a. Disabling MU-MINO, b. Disable Beamforming, c. Reduce your power, d. Unplug you Satellites, etc, etc. This is NOT a “fix”. If my car is not operating properly and the dealer or manufacture instructs me to disable half my cylinders, never use my AC, radio, or cruise control, etc, keep your RPMs under 3K and never drive faster than 40MPH. Well, I think you would all agree that I would be “complaining”. And asking for a refund. What “I believe” is happening is the Orbi Algorithm is not working for “SOME”. Of course, it will work for some, and not others. WHY? Because there is no single magic Algorithm that works for every environment and client device. Cisco, and many other commercial grade wireless systems usually have a central control station that manages all APs in a multiple AP environment. This control station monitors all connections and status of all APs. It will change channels of some APs depending on the APs location and nearby interference, it will steer clients to other APs based on that devices capability and the overall status of the APs grid. And it will do MANY other things to insure a proper, healthy, functional and stable WIFI experience. It does this dynamically because WIFI conditions are never the same though the day, week, month, etc. One minute it has 10 clients, and one hour later it has 40. One hour the client is close to AP node 1, then it shows its closer to AP node 2. If the device does not move itself to the better AP node, the control station will move it. If I have an Algorithm that instructs; “If” client connects to Orbi Sat using 5G radio, “and” its RSSI is -65 or better, “then” DO NOT STEER to 2G, or Orbi Router. “If” client RSSI drops below -65 using 5G radio, “then” steer to Sat 2G radio. “If” client RSSI is -65 or lower using Sat 2G radio, “then” steer to Orbi Router 2G radio, “only” if RSSI is -65 or greater using Router 2G radio. If client RSSI is -40 or greater using router 2G radio, “then” steer to router 5G radio. The above is a VERY simple Algorithm for example purposes. I think Netgears’ Algorithm is broken, and they are “trying” to find the one Algorithm that works for EVERYONE. I think Netgear is trying to prevent the Sat backhaul from becoming too congested. Hence, the Algorithm is bias to the router and attempts to steer clients to the router as much as possible. The problem with any “bias” to the router, is modern devices that are not STUPID and can see the Sat having a much greater signal (-50 or better, compared to the current -70 it may have), and it switches to the Sat. But then, the Orbi Algorithm runs again and kicks the client back to the router. And the circle starts again. The client devices will “argue” and switch back to the Sat and Orbi will repeat this process again. But, after a few bounces between the router and Sat. the client drops its connection. And this can be due to several reasons. Example; 1. The client MAC is now showing on both Sat and Router and the L2 switching doesn’t know what path to reach the device. 2. The Apple client code realizes it cannot maintain a consistent connection to the WIFI network and hence it gives up and DROPS because its tired of being kicked several times to different AP nodes. It wants to choose the AP node itself, so it says screw you Orbi. Some devices are STUPID, and once they lock onto a BSSID AP Node, they stay. And if steering moves that device to another AP node, then it stays there. Some devices with bad and lazy code are perfect candidates for steering because they lack the intelligence to move to a better AP node. But newer devices with good code DO NOT like steering. They will go to WAR with it. But, the WIFI gods know this, so they created flags that APs can send to clients with “suggestions”. “Hey iPhone, I have this wonderful AP node with a much better signal, so why not try that.” The iPhone can choose to ignore it. If the iPhone has an existing data connection that must be maintained, it may choose to stay on the AP node it is using, and perhaps switch AP nodes once it goes back to idle. Example, Flash is on a WIFI Call. So, NO. I want to stay where I am at because switching may break the connection. I will move later. But if Orbi forces the move and STP and other network features are not used...Guess what...DROP... Again, this is what I believe could be causing the problem, but it’s hard to prove because unlike EVERYONE else who makes Multi-AP platforms with steering and other advanced features. They let you see the Algorithm and change it. They let you disable and enable features that may, or may not, work for YOU. WHY? Because they know there is no one size, no single Algorithm, that WORKS FOR EVERYONE.

We've been putting in significant work on these disconnect issues and wireless stability and every new release typically has improvements in it. The challenge is that there are literally thousands of devices running multiple versions of software that a router or WiFi System needs to work with, and occassionally interoperability issues arise as the two systems try to talk to each other. When that happens, rest assured that we're working very hard to stay on top of these issues and solve them. When we come up with a proposed fix, we always want to test out our fixes in a real-world environment, before rolling it out for everyone and we use the beta program for that. At this stage, we think we have a solution for some of them but we want to test it out in a smaller environment. If you're interested in helping us, please feel free to contact Support. Thanks, Orbi Product Management

Good luck to you all. I have given up and sold my orbi at a substantial financial loss, but with a net gain. I gain back my time and lack of frustration in purchasing another product that just works. Unfortunately, Netgear has a great idea but only a half baked product, hoping that we/you will stick it out until it is fully baked. My fear in that is that with a 1.OMG release, there will be a condition in which the hardware will not be able to support the necessary changes in code to run properly, hence making an Orbi 2.(0H.. this is what it should have been from the start). I am personally not willing to beta any further. Too many issues for something that should just work. Good luck all. Tom

Flash008 wrote:LOL It's called denial, brother. Let me enjoy my denial a little while longer. :smileysad: I want them to work really bad too but I had to cut the ties. Even if I don't stick with the Ubiquiti setup I will not go back to the Orbi's. I will find something else.

Update V1.9.1.12 Netgear officially announcing 'Improvement in wireless connection Stability'

265 Replies

Retired_Member
Jun 04, 2017
Hi TomMac, even your backhaul is steady on Wi-Fi analyzer? It would be about the same strength as the other 2 signals coming from the router except the 2 backhaul signals have no SSID. Sorry if that's already what you were referring to.

I'm truly glad it is working for you, hopefully we can all say that soon. It just seems really strange how there are different results even when some users have almost identical setups. For example the beta FW was a mess for me but has helped others.
- Flash008
  Luminary
  Jun 04, 2017
  Gentlemen, and ladies, if there are some,
  
  Orbi needs to work as designed. That means any “fix” that requires; a. Disabling MU-MINO, b. Disable Beamforming, c. Reduce your power, d. Unplug you Satellites, etc, etc.
  
  This is NOT a “fix”.
  
  If my car is not operating properly and the dealer or manufacture instructs me to disable half my cylinders, never use my AC, radio, or cruise control, etc, keep your RPMs under 3K and never drive faster than 40MPH. Well, I think you would all agree that I would be “complaining”. And asking for a refund.
  
  What “I believe” is happening is the Orbi Algorithm is not working for “SOME”. Of course, it will work for some, and not others. WHY? Because there is no single magic Algorithm that works for every environment and client device.
  
  Cisco, and many other commercial grade wireless systems usually have a central control station that manages all APs in a multiple AP environment. This control station monitors all connections and status of all APs. It will change channels of some APs depending on the APs location and nearby interference, it will steer clients to other APs based on that devices capability and the overall status of the APs grid. And it will do MANY other things to insure a proper, healthy, functional and stable WIFI experience. It does this dynamically because WIFI conditions are never the same though the day, week, month, etc. One minute it has 10 clients, and one hour later it has 40. One hour the client is close to AP node 1, then it shows its closer to AP node 2. If the device does not move itself to the better AP node, the control station will move it.
  
  If I have an Algorithm that instructs;
  
  “If” client connects to Orbi Sat using 5G radio, “and” its RSSI is -65 or better, “then” DO NOT STEER to 2G, or Orbi Router.
  
  “If” client RSSI drops below -65 using 5G radio, “then” steer to Sat 2G radio.
  
  “If” client RSSI is -65 or lower using Sat 2G radio, “then” steer to Orbi Router 2G radio, “only” if RSSI is -65 or greater using Router 2G radio.
  
  If client RSSI is -40 or greater using router 2G radio, “then” steer to router 5G radio.
  
  The above is a VERY simple Algorithm for example purposes.
  
  I think Netgears’ Algorithm is broken, and they are “trying” to find the one Algorithm that works for EVERYONE.
  
  I think Netgear is trying to prevent the Sat backhaul from becoming too congested. Hence, the Algorithm is bias to the router and attempts to steer clients to the router as much as possible.
  
  The problem with any “bias” to the router, is modern devices that are not STUPID and can see the Sat having a much greater signal (-50 or better, compared to the current -70 it may have), and it switches to the Sat. But then, the Orbi Algorithm runs again and kicks the client back to the router. And the circle starts again. The client devices will “argue” and switch back to the Sat and Orbi will repeat this process again.
  
  But, after a few bounces between the router and Sat. the client drops its connection. And this can be due to several reasons. Example; 1. The client MAC is now showing on both Sat and Router and the L2 switching doesn’t know what path to reach the device. 2. The Apple client code realizes it cannot maintain a consistent connection to the WIFI network and hence it gives up and DROPS because its tired of being kicked several times to different AP nodes. It wants to choose the AP node itself, so it says screw you Orbi.
  
  Some devices are STUPID, and once they lock onto a BSSID AP Node, they stay. And if steering moves that device to another AP node, then it stays there. Some devices with bad and lazy code are perfect candidates for steering because they lack the intelligence to move to a better AP node. But newer devices with good code DO NOT like steering. They will go to WAR with it. But, the WIFI gods know this, so they created flags that APs can send to clients with “suggestions”. “Hey iPhone, I have this wonderful AP node with a much better signal, so why not try that.” The iPhone can choose to ignore it. If the iPhone has an existing data connection that must be maintained, it may choose to stay on the AP node it is using, and perhaps switch AP nodes once it goes back to idle. Example, Flash is on a WIFI Call. So, NO. I want to stay where I am at because switching may break the connection. I will move later. But if Orbi forces the move and STP and other network features are not used...Guess what...DROP...
  
  Again, this is what I believe could be causing the problem, but it’s hard to prove because unlike EVERYONE else who makes Multi-AP platforms with steering and other advanced features. They let you see the Algorithm and change it. They let you disable and enable features that may, or may not, work for YOU. WHY? Because they know there is no one size, no single Algorithm, that WORKS FOR EVERYONE.
Retired_Member
Jun 04, 2017
Great points Flash008 I hope Netgear listens. I want to add to it by saying I think Netgear is driving devices to the router because they are trying to cover up their hardware flaw with the backhaul. The firmware updates give the perception of improvement because they are taking more steps to hide this issue. I know when i first checked to see what was connected to router vs satellite I was surprised how few were connected to the satellite. The router has an impressive range. Hardware issues are costly, which is why Netgear won't admit it and why they haven't been able to fix this issue that has been steadily reported for 9 months.
- Bing-Stroller
  Luminary
  Jun 04, 2017
  I can no longer check which devices are connected to the satellite.
  
  I can login to the satellite, can check its status and reach the firmware update page
  
  But, when i go to the Connected Devices page I get the message "Please wait a moment..."
  
  Have tried all sorts and have run out of ideas as to how I can rectify
  - tubastank
    Apprentice
    Jun 06, 2017
    I'm having more disconnects, dropped packets and router reboots on the latest beta firmware than previous. Tonight has been a nightmare. My case was updated so Netgear knows but my router literally rebooted, not once but twice when I enabled Traffic Meter. Since I've enabled the stability of my connection has been pathetic. I was averaging 1% packet loss and the latest is 4%.
    
    I'm beyond frustrated!
Retired_Member
Jun 06, 2017
Lol Flash008, I think the only purpose of your diagram homework and all other assignments is to make you give up and close your case! That probably goes right in their trash can.

Your satellite droppimg connections is a critical observation, I would only add that I think it's actually the router dropping the backhaul, which then makes the satellite drop it's devices. Netgear's betas are attempting to force clients to the router to cover up their problem. They know the problem and they are trying to pull one over on us instead of truly standing by their product. What a joke and shame.
Ts937km
Apprentice
Jun 06, 2017
I disagree and must say you guys seem to be masochists. I would have folded a long time ago and just bought something else. And, I doubt your network is any more difficult than mine or is it. And I think they are trying to find out exactly what the issue is. I have 3 of the netgears. I run the latest apple hardware, the latest Microsoft surface stuff, Alienware with htc vive, multiple media streamers, heos and sonos speakers, 10 Amazon echoes, tons of wifi connected appliances (crockpots to garage openers), etc. SmartThings with zigbee and zwave, home alarm, arlo pro security cams, wifi security cameras, android and Garmin watches with wifi, ring doorbells, the list goes on and on. No issues on the production firmware at all.

Has to be something unique in your environment that is causing the issue. Maybe a neighbor Nextdoor that has containment turned on.

I wonder what the percentage of people having the problem really are.
Retired_Member
Jun 06, 2017
Ts937km, install Wi-Fi Analyzer and look at your backhaul. I promise you it is not stable.
- Ts937km
  Apprentice
  Jun 06, 2017
  I tried airmagnet, solar winds.. Not seeing anything strange. I can stream 4k from my home server for hours, play music on my wifi speakers. use ipads for hours, never a dropout. Echos stay connected, webex and hangouts for hours as well in the last few weeks.
  
  Which tool in particular?
- TomMac
  Guru
  Jun 07, 2017
  @BobertSaget wrote:
  Ts937km, install Wi-Fi Analyzer and look at your backhaul. I promise you it is not stable.
  
  Bob....
  
  Are you seeing the drop out on the 5ghz side... TMK the backhaul is the third transmitter in the Orbi 50 and only on 5ghz
  
  It's channel 153 for NA and 104 for EU
Retired_Member
Jun 06, 2017
The one I was using is a mobile app called Wi-Fi Analyzer or another called Netgear Wi-Fi Analytics. The ones you are using should work if they graph a signal strength over time. The backhaul has no SSID and will be about the same strength as the other signals from the router. If guest network is off, you should 4 different signals coming from the router.

Are any of the devices you use for Hangouts connected to the satellite? I have no drops while streaming either since the network is able to buffer far enough in advance. I don't notice the Echo ir Google Home being disconnected until I ask a question and get the "sorry I'm having trouble connecting" response.

Thanks for looking into this, I've been really curious how it looks for someone with no problems.
- Ts937km
  Apprentice
  Jun 06, 2017
  I will give it a try tonight. I'l load up a s8 with that product
  
  Yes my main router is in my basement. A satellite is right near where I work and one at the other end of the house by the bedrooms.
  Prior to the current production my echo's would do that randomly. Beed weeks since I saw that.
  
  I use my echo's constantly as I use them for home automation, lights etc. No issues at all.
Retired_Member
Jun 07, 2017
Hey TomMac, I am seeing the drop on the 5 GHz and 2.4 GHz backhaul. I don't know if they serve separate purposes but they both drop constantly at different times. I'm seeing the backhaul on channel 157 and I'm in NA. So with guest network off, there are 4 signals coming from the RBR50.

Someone else said that the 2.4 backhaul is only used as a backup in case the 5 GHz fails. I thought that was interesting and may be related to the speed discrepancies some users see.
- peteytesting
  Hero
  Jun 07, 2017
  hi
  
  the backhaul is only wireless AC on 5 gig , there is no 2.4 gig as far as i know , i think what you will find is the apps just dont like hidden sidd and thats why you are seeing what you are seeing , try transferring a file from one device to another over the orbi router ethernet and sat ethernet , with the router and sat about 10 meters apart you should see 50MB/s and thus proving its a reporting issues and not the transmission its self
  
  pete
- TomMac
  Guru
  Jun 07, 2017
  I see the unknown on 2.4 and it does reg bottom out, it just that it doesn't appear to do anything to any devices i have on that band... ( unsure purpose ).
  
  Tho my 5ghz side is stable
  - Retired_Member
    Jun 07, 2017
    Here is what I see coming out of the RBR50 and RBS50 with no interference anywhere near.
    
    Light blue: 5 GHz Wi-Fi from router
    Green: 2.4 GHz Wi-Fi from router (power reduced 25%)
    Pink: 2.4 GHz backhaul from router
    Orange: 5 GHz backhaul from router
    
    Dark Blue: 2.4 GHz Wi-Fi from satellite
    Dark red: 5 GHz Wi-Fi from satellite
    
    Also the satellite can be unplugged and the router graph is unchanged.
tubastank
Apprentice
Jun 12, 2017
Just updated my support case with the following.

"Prior to June 6 I was having nothing but problems with my Orbi system and one satellite. The other satellite was unplugged. I have the current beta firmware installed.

Dropped packets which interrupts Webex, VoIP, gaming. I was also experiencing disconnects on iOS devices, MacBooks, an iMac and a Windows 10 laptop.

I decided to do a little experiment. I disconnected my 2nd satellite and have only been using my Orbi router. No satellites connected. This required me to move the router from the unfinished basement to the main level so wifi coverage was better throughout my household.

I've experienced no disconnects in this time. I've experienced dropped packets but not enough to even register anything over 0%. No interruptions and my wife and kids are not after me because the wifi is up and down. This week has been peaceful.

So...what is the deal Netgear? The Orbi router + one satellite was very bad and adding another satellite was a nightmare. Contention between the satellite & router? Backhaul issue between the router and satellites? Netspot did show the backhaul signal was up and down when I had one satellite connected. Is there a steering issue?

Both the backhaul and steering come into play when a satellite is introduced. No satellite, no need for a backhaul. No satellite, no need for steering as the only thing for a wifi device to connect to is the Orbi router.

So which is it? Is it the backhaul, steering or both?"
- rivets
  Apprentice
  Jun 12, 2017
  I've been running router only for several days now. I've been seeing dropouts and signal strength variations. Also prompts to re-enter wifi passwords which did not happen before. Looking at the log devices are making repeated DHCP requests. I also think I might be seeing battery drain in my iPad again.
  
  L.
- Flash008
  Luminary
  Jun 12, 2017
  Tub,
  
  If it is not clear to you yet, then please allow me to clarify (as a friend).
  
  Netgear doesn't care.
  
  My last request to Netgear was to provide me a Beta with Steering disabled. They said, "NO". Plain and simple. NO...
  
  To be fair, and honest. I did switch my Router and Sat locations. Same location, only switched. This has improved things (somewhat), ONLY because the router is now located in the areas of my home I use most. Making the Sat usage very LOW. Making the Router the primary device (no need to steer). This ONLY works because I am running the beta 1.10.x. BUT, the newest GA release is of a newer version number than the beta. SO, my Orbi auto updates to the GA release which I can see it happening INSTANTLY when my WIFI goes to COMPLETE BAD. A quick check of the Orbi when my devices begin to drop like crazy and I see the GA release has applied, and then I roll it back to Beta 1.10.x and life is back to "SOME" normal.
  
  I asked Netgear for a beta that allows auto updating to be disabled. They said , "NO".
  
  SO here I am. I must run a beta, and prepare to roll back every few days or so when it updates to the HORRIBLE GA version.
  
  Netgear doesn't care, and frankly I have given up.
  
  Thankfully I have been VERY busy with work and personal life for the past 2 weeks, hence Orbi is low priority to me.
  
  BUT, there is good news.
  
  ASUS HIVE is about to launch. And given my previous experience with ASUS I am very eager to try it. It is the same setup as Orbi (dedicated backhaul). Up to 5 APs and it looks to be true MESH (unlike Orbi). And I have no doubt that ASUS Hive will give me (and most of us) the abilty to configure as we wish and need.
  
  I am also looking at Ubiquiti which we already know is far better, but lacks the dedicated wireless backhual.
  
  So, I am going to wait for the ASUS Hive launch and give it a try.
  
  Maybe (MAYBE), Netgear will wake up and listen to thier customers. But given how long Orbi has been released and the many updates they have provided. I can see NO indication they are going to do the things we ask.
  
  Good luck to you. Sorry you are in the same boat many of us are. But this forum, and Netgear's response (and lack of response) shows me that Orbi may be a lost cause.
  
  Netgear's attitude seems to be, "If it works for the 70 percent, then forget the 30 percent whom it doesn't.
  
  Goodnight to you and I hope your coming week goes well.
  - peteytesting
    Hero
    Jun 12, 2017
    hi flash
    
    just to correct you on a few points
    
    the asus lyra ( formally known as hive ) its unsure if it uses a dedicated 5 gig backhaul and even if it does its only 867M so half the throughput of the orbi
    
    you will also be waiting a while as the lyra is still in beta teating as far as i have heard and wont be available till q3
    
    im also sorry but you purchased the netgear knowing it had band steering and auto update , why should netgear change to suit you
    
    sure your not happy with the orbi and sure try the asus lyra but im pretty sure its going to have band steering and ap steering and auto update
    
    understanding what you are buying is the key here , you cant expect everything to change to suit you and your specific requirements
    
    i can also assure netear dev team is working hard on the drop outs and connection issues but they are issues , what you are after is a revamp of the design which i dont believe is warrented
    
    pete
ktd
Apprentice
Jun 12, 2017
I think Netgear is handling the Orbi product and us customers really bad.
The issues discussed here have been known to them for a very long time and they haven’t manage to sort them out yet.
I think Netgear needs to put different people, maybe even take help from people outside Netgear, to solve them once and for all.

It’s ridiculous that an expensive product like Orbi still doesn’t work good and as intended.

It’s a long time since Netgear could sit back and say that it’s a new device and that all new devices have issues...
- thebishop
  Apprentice
  Jun 12, 2017
  That I do agree with, this is a hygiene factor that needs to be fully addressed, cooperating with e.g. Apple or google as required to sort out device or so specific issues fully.
Retired_Member
Jun 12, 2017
If only getting a refund was that easy. Netgear support is painful to deal with. I truly feel like all the stuff they have you do with logs and testing are to make you give up and close your case.

I certainly didn't realize I was buying a product with a broken backhaul that was going to be a connection dropping disaster when I purchased it. Netgear straight up told me they don't do refunds and Best Buy told me to go through Netgear.
- peteytesting
  Hero
  Jun 12, 2017
  Retired_Member
  
  i can assure this is changing and we can now help you if you need help with that process
  
  and i can asure you wont have to deal with level 1 support if you help us understand your issue and we can take it from there .
  
  i can assure you the rma process works and best buys have to deal with it
  
  if you have further issues plz msg me direct and i will follow it up for you
  
  pete
  - Silver0066
    Apprentice
    Jun 12, 2017
    Pete,
    
    Your attitude stinks. It is a sign of the incompetence that prevails at Netgear. You should be replaced with someone who is more attuned to "Customer Service". It appears to me that your company needs a complete overhaul before these problems and attitudes get out to the general public. If I was your manager, you would be terminated immediately.

Forum Discussion

Update V1.9.1.12 Netgear officially announcing 'Improvement in wireless connection Stability'