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Forum Discussion
Carrier Touch thermostat "A" will not connect to Orbi RBR850
TLDR: Our Carrier Infinity Touch version "A" thermostat will no longer connect to our Orbi RBR850 or its satellite RBS850s after rebooting then resetting them. The thermostat connected to the Orbi G...
Have you tried setting up the device on Orbi's IoT network?
https://kb.netgear.com/000064267/How-do-I-enable-or-disable-the-Internet-of-things-IoT-network-on-my-Orbi-WiFi-6E-System
https://kb.netgear.com/000064269/How-do-I-change-the-Internet-of-things-IoT-network-name-SSID-and-password-on-my-Orbi-WiFi-6E-System
WPA2 only setting fails as well?
There seems to be others with this device as well:
Would be something to just disable IPv6 on the RBR first to check that.
It is possible that the RBR850 did a firmware update along the way that I didn't see. I do have auto-update enabled. But it seems to me that I've looked at firmware several times in recent months, as I've had ongoing problems with one satellite, and I don't think it has changed. What I did do was to reinstall the current version of the firmware on the router and the satellites in case something had gotten corrupted. But this was after the thermostat wouldn't connect. It didn't help with the thermostat, or the one RBS850 not showing up as a satellite. Also, the Netgear page for the latest firmware says updated 2/24/25. I'd think auto-update would have done its thing before the thermostat problem, which only started last week.
I don't see a way to disable IPv6 looking at Advanced>Advanced>IPv6. Would it be the drop down across from "Internet Connection Type", which currently says DHCP, but has an option for "Disabled"? Not sure I want to do that for the entire router, although I'm not up on how important IPv6 is as of today.
How would I get an older version of the Orbi firmware? I assume I'd need the older version for both the router and the satellites. But again, I'm not sure I want to have to use older firmware. Updates include security fixes . . .
Yes select Disabled for the IPv6 setting and check for the devices.
If FW was updated prior and device devices had been working until just last week, could there have been some update on for these devices last week? Seems that if Carrier suggests getting a 2ndary AP for use with there devices, seems like they may not care to dive into this knowing there stuff maybe problematic with MESH systems. Instead of using a 2ndary AP as Carrier suggests, you could enabled wifi on the ATT router and connect them to that source...
Has a full on factory reset and setup from scratch been performed on the Orbi system after v.15 was updated?
Also if you have a ATT gateway in front of the RBR, are you using it's DMZ or pass thru for the RBR? This is a double NAT condition that can cause problems on the router side of the RBR since you have two routers in line. If this router is in router mode, you might try the RBR in AP mode with the ATT router in router mode with its wifi disabled and test the device again to see if they connect.
By the looks of some other users, they made contact with NG support and worked with them to get a beta build that fixed it for the Orbi BE series: https://community.netgear.com/t5/Orbi-WiFi-7-BE-Mesh-Systems/Carrier-Infinity-Touch-wall-controls-will-not-connect/td-p/2365421
Not sure if same would apply to AX system though someone at NG could take a look if you can make contact with the right person there and reference this thread and yours and have them help you get debug logs...Lets make sure the connection path is clear between the ATT router and RBR first. If device still fail after all is checked and cleared here, then you might make contact with NG support about this.
Disabling IPv6 didn't help.
There are three devices which should be on the Guest network. The Carrier Infinity Touch "A" thermostat which won't work, a Carrier Infinity Touch "B" thermostat, which works, and a Ting sensor, which works. The "A" thermostat has a Redpine Signals WiFi card, and the "B" thermostat has a Texas Instruments WiFi card, per what the RBR850 sees.
The later "B" thermostat asked for a firmware update when I got into all of this. At the time, it had gone fully off-line (as in shut down, which it shouldn't do). I've had regular trouble with the "B" thermostat losing its WiFi connection and requiring a reboot. But I've never had it not connect when rebooted.
The "A" thermostat has not had a firmware update. Until last week, the "A" thermostat's WiFi connection has been much more dependable than the "B" thermostat. It has also occasionally required a reboot, but on intervals of a year or more. When power goes out it has come back up.
One problem with the "A" thermostat is that there is no direct way to get it to forget a WiFi network. Entering a new network name and password is supposed to overwrite the old one. I've done that using the same Orbi Guest network credentials now dozens of times, and also used a different network name and password to connect to my phone's hotspot several times. And, of course, the thermostat has connected to the laptop and the Time Capsule using the same network name and password as the Orbi Guest network. So that doesn't seem the likely culprit.
The "A" thermostat could be fully reset, but it's got a complicated setup (5 zones, variable speed A/C and fan, humidifier control) which as far as I know can't be backed up, at least by me, or set up again by me.
Given how much time I've spent on this (more than 40 hours), I probably should buy another "B" thermostat on eBay and get my HVAC company to install it. But then I may find that I have a less-stable WiFi connection than I had with the "A". I'm away a lot, and really want dependable remote access.
[It's possible that the "B" thermostat I have now has had flaky WiFi as it's closest to the RBS850 which has given me problems. Dealing with the RBS850 is another topic.]
Thanks for all the suggestons.