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Rogerbluechip's avatar
Rogerbluechip
Aspirant
Oct 30, 2020

Unreasonable request from Netgear Support team

I've been working with Netgear support to solve an issue where the Orbi app shows three devices as being "vulnerable" and tells me to update devices.  After spending multiple hours on the phone doing...
CrimpOn's avatar
CrimpOn
Guru - Experienced User
Oct 30, 2020
Rogerbluechip wrote:

I've been working with Netgear support to solve an issue where the Orbi app shows three devices as being "vulnerable" and tells me to update devices.  After spending multiple hours on the phone doing everything they asked, the can't find a solution.  Since I've only had this 10 months, I asked them to replace the product.  This is the request for 25 items of information from them..Clearly they just want me to go away.  I just want to make sure the community knows what may be asked of them if Netgear can't fix a problem:

Is it correct to assume that you purcased extended support from Netgear?  (Orbi products come with only 90 days of "complimentary support")?

If it is not too personal, could you identify the type of devices that the Orbi app claims are "vulnerable"?  (Having never seen this message, I am a bit confused.)  i.e. is the app complaining about the Orbi devices themselves or some other devices on the network?

Is it correct to conclude that Bitdefender Armor is activated on this orbi system?

Rogerbluechip's avatar
Rogerbluechip
Aspirant
Oct 30, 2020

Yes, I have Bitdefender Armor installed on all devices.  The app doesn't indicate which items are vulnerable. . . . it only says "New Device Unknown".  No, I did not purchase the extended support.  I'll add screen shots.  Netgear has tried to solve this issue, I'll give them that.  But after two months of working on it, they are at square one.  I didn't get this security issue until they started updating firmware.

Thanks for your response.  I'm just frustrated that they can't fix it.