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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...
The gateway is an
Arris BGW210-700
12/21/2017
Software Version 4.28.7
Hardware Version 02001C0046004D
I've still not had a chance to put the Orbi into AP mode or try connecting to the gateway's WiFi. But since the thermostat works when connected to both a laptop and another WiFi access point, which both then go through the RBR850 and the gateway, it doesn't seem like there could be a problem with the gateway. If that were the case, the thermostat wouldn't work regardless of how it gets an IP address. It's getting a WiFi connection to the Orbi that's the problem. (I'll still try AP mode and the gateway's WiFi when I have a chance, but I have to do it when we can deal with the internet going on and off for a while.)
Interestingly, I got a voice mail message this morning from Netgear support. I had not contacted them. I just called them back with the case number they left me. After 40 minutes on the phone with three successive people I was told that my phone support had expired and that they could only help me if I paid for a support contract.
So, I suppose good that someone somewhere is watching, I assume this thread.
But really bush league to call someone offering support, then tell me to pay for it. And, likely they'd only lead me through everything I've already done. (If they want to troubleshoot this, maybe they should be paying me?)
It kind of fits my experience with Netgear products over the years: half-baked.
Netgear support called again today, and after a transfer and disconnection or two I reached someone who could work with me. They said they'd had other reports in the last week of Carrier thermostats not connecting. The agent collected some logs, including ones recorded while I tried to get the thermostat to connect, and a few screenshots. He said it would be sent to the engineers to work on.
I'd like to collect log info while first connecting the thermostat to another device with the Orbi system off, bringing the RBR850 Guest network up, then turning the other device off. In the recent trials this allowed me to get a brief connection from the thermostat to the RBR850. The agent didn't follow up on that when I mentioned it. However, when I tried toggling the Guest network today the RBR850 required a reboot after turning the Guest network back on.
Also tried the balky satellite today that got this all started. When I log into the satellite directly, after it finally comes fully up, it shows it has 5 GHz, but that 2.4 GHz is off. Then I think it blew up the rest of the system a few hours later. Need to do another post on that. The extra satellite came in a different Orbi kit, which makes me wonder. The RBR850 and the other two satellites all have the same default SSID and password. That shouldn't be an issue, but stranger things have happened. Watching the WiFi scanner on my phone, or even just the list of networks shown on my laptop, while the Orbi system comes up, is an exercise in the strange.
I bought a used 853 system and set it up to get the system fully updated. I have the RBR and 1 RBS to a friend and kept the 2nd RBS for my 853 system which turned it into a 854 system. Only thing I had to do is to turn ON the alien RBS and press the sync buttons on the RBR and RBS and the incoming used RBS connected with out a hitch. That was with v.21 FW loaded. All was online when I manually updated the 854 system wirelessly and all got updated correctly then.
Ya the default SSID name and PW will be different from RBS that don't come in box or are used RBS.
- The extra RBS850 was working for a long time. That it does not show a 2.4 GHz signal when I’m scanning WiFi right next to it may indicate that it is failing.
I’d like to try clearing the other two base stations from the RBR850 and setting up just the third satellite by itself to see what happens. Not sure when I’ll get to that. I’ve probably spent over 60 hours trying to get everything working together. Probably should just get a different WiFi system. ANd you factory reset this one RBS and looked for it's default SSID name?
