[case 45961784 ]Missing speed test option on Orbi 760 - Pathetic and unprofessional Customer Support

What mobile platform are you using? IF Apple, review this:

https://community.netgear.com/t5/Orbi-App/NETGEAR-Mobile-Applications-and-Apple-Devices-FAQ/td-p/2220016/jump-to/first-unread-message

What Firmware version is currently loaded?
What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?

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akshaymanchanda wrote:

Hi Netgear team,

 

I am writing in this forum seeking help wiith request 45961784 since the customer care has just dropped the ball on it everytime I contacted them.

I bought an ORBI 760 from Costco 2 weeks back. When II started using it my ISP download speed for not as comitted.

I decided to use speed test feature on orbi app and did not see the option.

Contacted support through chat , got disconnected from it at least 5 time during the process, wasted 1.5 hour on first troubleshooting chat.

The lady told me that "advanced settings" on orbi portal login should have had qos settings but its not present.

So they cannot do much except reflashing the firmware on the main orbi router.

 

I connected with a customer support engineer on the 2nd day , he asked me to factory reset the box and not to update default settings.

We did that over a call, the problem persisted.

I was asked that the case will be escalated and I ll be receiving a callback in 24 hours which never completed till today.

I had take the initiative to call and asked whats going on with the issue and the support engineer kept arguing that my ISP is responsible for the low speed.

I kept explaining , my concern is with the feature not available, what does my ISP has to do with it.

Funny argument continued before I surrendered and decided I ll return this device to Costco, and find a better device which has this basic feature of speed testing available.

Then she told me its a bug and we cannot do anything to solve the issue. please proceed with return of the devices.

 

I am still puzzled what is the truth. 

Was the support not capable to solve my problem or was it really a bug?

If its a bug, is there no workaround to it?

Can I downgrade my firmware to get the speed option etc.

 

I felp so helpless spending so much time in troubleshooting this and the final answer I got from Netgear was truly a nightmare.

 

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