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Forum Discussion
SXR80 Can’t Obtain IP Reliably After Power Cycle
I just purchased the Orbi Pro SXK80 (comprised of the SXR80 and a single SXS80). Since I have owned it, I have been doing work on the house and have had to flip the breaker at least once a day. Thi...
they refused to entertain the idea that the unit was defective. they claimed that they couldn’t replace it without first having a computer hardwired into the modem.
Kindly understand that NETGEAR Support (or any technical support service) needs to exhaust all troubleshooting steps in order to confirm if the device is really defective.
Also, how would you know if you really have internet connection through your modem that is provided by your Internet Service Provider? The only way to check it is by connecting a PC or laptop directly to the modem using an ethernet cable and check if you can go online.
Regards,
DaneA
NETGEAR Community Team
DaneA certainly, but the crux here is that this mindset requires consumers of a wireless router to own machines that have this capability. i personally haven't had a computer that has an ethernet port in 5 years - that expectation is virtually obsolete. i personally don't have the time or feel it's particular fair to ask me to borrow one or purchase adapters just so i can test the product.
that said, i'm all for troubleshooting each component as at the end of the day i just want it to work. to be fair, there were other issues along the way that we encountered that also pointed to either a defective unit, or a lack of understanding on the support side on how to proceed. some of these were:
- after factory reset, the router randomly chose to "unfactory reset". one of the strangest things i've ever seen - i did the factory reset, connected to the default SSID (ORBI79), etc. and then randomly the connection drops and my old SSID reappears. even better, it had somehow cleared my admin credentials, so i couldn't access the settings from the web browser. i had to do another factory reset.
- it begun doing some strange behavior immediately after factory reset (didn't configure anything yet after reset) where i could access Google, but accessing other websites failed due to certification validation failing.
- support didn't even know what the prompts were on the setup process, so i was spending time educating the agent on what steps were possible at each step of the process. the agent often told me to "proceed past" particular steps that were mandatory according the UI. it was clear they had no idea how to configure this thing when things went wrong.
FWIW, level 2 support reached out separately and indicated they had a firmware upgrade that they felt would help fix my issue (even though i already had latest firmware), which makes me think that i should only ever contact level 2 support if i really want fix my issue.
i've gone ahead and returned the units and repurchased another (same exact model) because i think it's worth the second chance. but there really isn't any excuse for my experience so far.
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