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Rbk853 series and Orbi App Anywhere Access not working
I shelled out $1260 at bestbuy for my 3 pack Orbi rbk853 series and the 4 year service warranty from bestbuy back in November, and the everywhere access did not work on the brand new Orbi. I contacted Netgear customer service, and they have done pretty much everything you can imagine in troubleshooting steps to solve the issue! Every representative I talked to, kept promising me that there would be a solution To the problem anytime soon, but after 2 firmware updates and 3 APP updates in the last 2 1/2 months, the problem is still there. What’s worse, I lost my 30 days satisfaction from Bestbuy, and now I am stuck with a unit that I can not control from outside my house, and can not return to get something else. Netgear keeps giving me the run-around when I demand solution or even an upgrade or switch to a different system. They (customer service at netgear), are very apologetic, but don’t take the right step to solve my problem or help me out in any which ways! Super disappointed!
3 Replies
Ghostchele wrote:
I shelled out $1260 at Best Buy for my 3 pack Orbi rbk853 series and the 4 year service warranty from Best Buy back in November,
What exactly is this "service warranty"? I've looked on the Best Buy web site and not been successful in finding what that is.
(Maybe it provides return rights in addition to the "30 day no questions, we'll take anything back"?
As "just one of the guys", I have no inside information about what Netgear is (or isn't) doing. If being able to manage the system remotely is a serious need, there is a solution: Enable OpenVPN on the router and use an OpenVPN client to connect to the Orbi web browser interface remotely. There are OpenVPN clients for Windows, Mac, Linux, Android, and iOS (i.e. "everything")
This is not a trivial thing to set up, but it works. The Netgear Knowledge base has articles describing the process:
https://kb.netgear.com/31487/How-do-I-use-VPN-service-on-my-Orbi-system-with-my-Windows-client
p.s. Forgot to mention that OpenVPN provides access to all the amazing things the web browser interface does, but (duh) does not have anything to do with features unique to the 'app', such as Armor or Parental Controls. If those are what you need, then no sense in messing with OpenVPN.
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?
Be sure your using a good quality LAN cable between the modem and router. CAT6 is recommended.What mobile platforms are you using?
What Orbi app version are you using?
Has a factory reset and setup from scratch been performed since last FW update? A complete pull of the power adapters for a period of time after the factory reset then walk thru the setup wizard and setup from scratch. Recommend setting the default DHCP IP address pool range to the following after applying and a factory reset: 192.168.#.100 to 192.168.#.200.
I would power OFF the ISP modem for 1 minute. Factory reset the Orbi router and power it off. Power ON the ISP modem and let it sync. Then power ON the Orbi router and walk thru the setup wizard again using a wired PC and a web browser.
Press the back reset button for 15 seconds then release.
https://kb.netgear.com/31486/How-do-I-reset-my-Orbi-system-to-factory-default-settingsBe sure that any random wifi private IP addressing features are disabled on mobile devices:
Try disabling cloud relay as well.
8 series Orbi last time I had it online last month was working with the following info:
Ghostchele wrote:
I shelled out $1260 at bestbuy for my 3 pack Orbi rbk853 series and the 4 year service warranty from bestbuy back in November, and the everywhere access did not work on the brand new Orbi. I contacted Netgear customer service, and they have done pretty much everything you can imagine in troubleshooting steps to solve the issue! Every representative I talked to, kept promising me that there would be a solution To the problem anytime soon, but after 2 firmware updates and 3 APP updates in the last 2 1/2 months, the problem is still there. What’s worse, I lost my 30 days satisfaction from Bestbuy, and now I am stuck with a unit that I can not control from outside my house, and can not return to get something else. Netgear keeps giving me the run-around when I demand solution or even an upgrade or switch to a different system. They (customer service at netgear), are very apologetic, but don’t take the right step to solve my problem or help me out in any which ways! Super disappointed!
