Hi all,

Hoping a moderator or Netgear staff member can help here--the online support portal won't let me open a case and I couldn't find a working contact form.

Setup: MR60 + MS60 mesh kit, purchased new May 2025. Hardware warranty expired: 2026-05-03.

The MS60 satellite failed a while back before either deadline, but I wasn't able to sit down and properly troubleshoot it until now, so I'm only just getting to this unfortunately past both windows.

Issue: The MS60 powers on to a steady, unresponsive white LED and does not respond to a factory reset.

Troubleshooting completed:

1. Multiple factory resets via the "hole" reset button - no change in LED behavior, it gets on steady right after power on and never changes no matter what.

2. Multiple full power cycles (unplugged 60+ seconds) - same steady white state every time.

3. Updated the paired MR60 router to the latest firmware (V1.1.8.142) - no change.

4. Attempted to re-sync the satellite to the router at a close range - no change--the satellite disappeared from the MR60's device list while ago.

5. Attempted direct firmware recovery over a wired Ethernet connection (tftp). The satellite's Ethernet port shows no link signal on its LAN port (NO-CARRIER).

6. Verified the cable and computer LAN port by testing with the MR60 router, which connected normally and immediately.

This isolates the fault to the satellite's firmware including the dead Ethernet controller failing to initialize at all — does not look like either config or software issue. There was no physical damage, drop, or liquid exposure; it simply stopped working one day.

I recognize the warranty has technically lapsed, but given the product is barely 1+ years old, and the failure predates the current date and looks like a manufacturing-level defect rather than wear-and-tear, I was hoping that someone here could help me with the right escalation path, ideally towards a goodwill replacement or at least some other discounted replacement options. Happy to provide any additional information or conduct any further diagnostics.

Thanks for reading this far. Vlad

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MS60 Stuck With White Light