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Forum Discussion
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ORBI App and Armor
My Armor subscription expires in Decemeber, 2026. However, The Orbi app does not recognize this.
I have spent two weeks interacting with Netgear support trying to get the Orbi app to recognize this. I have taken my network down twice to 'factory reset ' my Orbi router at the request of Tech Support and downloaded fresh copies of the Orbi app for my phone to rectify this. I am in the same position. I have asked support to escalate the problem and I hear crickets.
I am really disullusioned with their support of my issue and don't know where to turn at this point. Basically, I paid for a subscription for a product that I can't use.
Has anyone had this issue with Armor? Is there a way to bring this problem to the attention of Tech Support management?
TIA
Ed
Hi Kevin-
I wanted to let you know that Level 3 support corrected the subscription on their end and a very abled L2 support tech assisted me in the Orbi Router refresh and setup. I'm back to fully operational. The tech is going to try to reach out to the subscription folks to extend my subscription to cover the months I had in unusable time.
Thanks again for your assistance.
Ed
8 Replies
The only advice I see from Netgear is this:
https://kb.netgear.com/000063635/How-do-I-get-help-with-my-NETGEAR-subscription-service
Netgear doesn't seem to understand the term "escalate ticket please"
I'm afraid I am headed toward the refund route.
Pretty bad customer service in my opinion.
Hello ed1968,
Welcome to the NETGEAR Community!
I am sorry to hear that you are having issues with your Amor services through your Orbi app. I will escalate this issue to our experts on your behalf for visibility and resolution.
There are no further actions needed on your behalf.
Best,
Kevin
NETGEAR Team
Hi Kevin,
believe it, or not, I am still trying to get Netgear to resolve this issue. I have followed their instructions twice on factory resetting my router and starting from scratch. Both with the same result. It's been well over a month with no noticeable action from them other than their Level 3 being assigned to the issue. Meanwhile I purchased a subscription in December that is not usable.
Thank you for your assistane, Kevin
Thank you for your assistance.
I find it difficult that L3 can't find a solution for my issue, and their inability to reach out to me to work on the issue together. This is what is most disheartening. It does not resemble my previous experiences with Netgear support.
Hi Kevin-
I wanted to let you know that Level 3 support corrected the subscription on their end and a very abled L2 support tech assisted me in the Orbi Router refresh and setup. I'm back to fully operational. The tech is going to try to reach out to the subscription folks to extend my subscription to cover the months I had in unusable time.
Thanks again for your assistance.
Ed
