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Forum Discussion
CBR750 Fails after firmware update
I recently updared the firmware on my Orbi CBR750 to the latest v4.6.3.6_2.0.48 update. I can no longer establish internet connectivity. Prior to updating my connection was fine with no issues. My ISP says nothing is wrong and the Netgear tech support is no help considering I'm outside my 90 day purchase window.
The cable connection error is with the cable connection continuously failing to connect. I've used new cables and moved it to other cable ports in the house known to work in the past.
Please help.
The cable connection error is with the cable connection continuously failing to connect. I've used new cables and moved it to other cable ports in the house known to work in the past.
Please help.
109 Replies
Has a factory reset and setup from scratch been performed since last FW update?
Freemaak wrote:
I recently updared the firmware on my Orbi CBR750 to the latest v4.6.3.6_2.0.48 update. I can no longer establish internet connectivity. Prior to updating my connection was fine with no issues. My ISP says nothing is wrong and the Netgear tech support is no help considering I'm outside my 90 day purchase window.
The cable connection error is with the cable connection continuously failing to connect. I've used new cables and moved it to other cable ports in the house known to work in the past.
Please help.- Yes. I've done a cache clearing reset...removing the coax cable, holding the reset for 30sec, and power cycling 3 times in a row. Same error.
Has a power OFF for 1 minute then back ON with the Orbi system been performed since last update?
You only need to press the reset button for 15 seconds then release...
Please post a copy and paste of the modems connection status page.
Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly.
Be sure there are no coax cable line splitters in the between the modem and ISP service box.
Be sure your using good quality RG6 coax cable up to the modem.
- You are not alone. My CBR750 went down on 8-20-21 also. Spent hour on Sunday checking house connections and verifying connection strength. Finally called ISP.
My ISP is Cox Communications. They came out today and check signal coming in to the house, rechecked all connections and signal strength to the unit. We tried multiple factory resets on the ORBI. Then hooked up a COX branded unit, and it worked. Tech left and said call Netgear support.
Spent an hour and a half with Netgear support.
Before I rant... the two support gals were GREAT! The tech gal from the Philippines was knowledgeable and spoke perfect English. I was blessed to have someone with more linguistic abilities than myself help me, because we were on the phone a long time.
We did multiple resets, she had me Hot Spot firmware downloads, perform several disconnection procedures, and helped me navigate the website software from my laptop.
When it came down to it... she had to escalate the issue to the next tech level. I am supposed to get a call in 48 hours.
Called COX right after I got of the phone with the Netgear tech to see if there was anything they could do on their side... nada.
I work from home part of the day, and this is a pain. Hope the next level Netgear tech can help me soon. Probably going to need another manual update to fix the compatibility issues.
Lastly... Netgear... You need to find that tech gal in the Philippines and give her a raise! She is way too smart and professional to be working as just tech support. - This is crazy and frustrating! I updated the firmware tonight and the exact same thing happened to me. 2 hours on the phone with Cox and NG and I have to go through the hoops… a Cox tech is coming out tomorrow… so frustrating
- 4.6.3.6_2.0.48
I also have this same issue after Firmware upgrade. My neighbor (that I recommeded get an Orbi) is also having the same issue. Cox Cable came out and tested the line. Its perfect (strong and clear signal). I am on my 4th day going round and round with Netgear Tech support. They clearly have no idea what they are doing. Its a mess.
Right now awaiting escalation to higher tech support.If things don't change fast, this will be my last Netgear product. Just terrible and inexcusable.
I was told today that i have to wait 24hrs before i can call back because they can not get ahold of the next level for me to get it warrantied out? it sounded weird to me but is that what you have had to deal with?
Similar excuse, yes. I was told that a higher level tech was needed to warranty out the router and for them to send a new one. That call back would take 24-48 hours. I am near the 24 hour mark at this point.
I was told this after going 2 rounds with Netgears. The last round was after the Cox technician did the line test and gave me a loaner router/modem (which works fine BTW). I had to keep arguing (politely of course) with them that it is clearly the router. They just didn't want to hear it at first. I am glad Cox gave me a loaner, or I would be dead in the water.
- I am having the same problem after this recent firmware update. My CBR750 will not connect to the COX network. I am seeing only one bonding channel. I have tried to roll back to the previous firmware with no luck with both a manual installation through the windows gui logged in as admin, and through TFTP when resetting the device to factory default. Any suggestions?
Please send vkdelta the following information in a PM:
ISP, Location and CM MAC as well.
Please Post screenshot of CM EVent logs here asap."
Thank you.
Prince727 wrote:
I am having the same problem after this recent firmware update. My CBR750 will not connect to the COX network. I am seeing only one bonding channel. I have tried to roll back to the previous firmware with no luck with both a manual installation through the windows gui logged in as admin, and through TFTP when resetting the device to factory default. Any suggestions?
- Same issue here. As soon as firmware updates occurred, service ended. ISP is Cox and they tested all connections. I spent nearly 4 hours on the phone today between Cox and Netgear but no solution.
This is completely unacceptable to have paid for a premium product and to be left hanging without a resolution. Cox says the issue is 100% with the router and likely firmware issue.
Netgear, please step up and make this right. - Having the same issue with no resolution from Netgear. My ISP is also Cox. This is very frustrating as this is an expensive mesh system to not be working.
- Exactly same problem. I spoke with tech support and was told they are aware of current situation with the Orbi CBR750. They said engineers will have a solution/fix for the problem by 8/27/21. At that time a new download will be provided to solve the problem.
I'm quite disappointed that i had to pay to speak with tech support about this, it seems like kinda a scam to have to pay to speak to someone about their issues.
I was on the phone with 2 different techs yesterday (8/24) for more than 2 hours. Nothing they suggested fixed my problem with my CBR750. I was told they would have to push it up the chain of supervisors and they would get back to me within 15-20 minutes, but they never called back. I called again and spoke with another technician this morning (8/25). He looked over my case regarding no internet connectivity and new exactly what was going on. He said many people with this model are having the same problem, eg., no internet connectivity. Netgear is aware of the problem and engineers will have a fix for the problem that you can download. This is expected to be available by 8/27. Hope this helps.
- Here is my iCloud link for screen captures of my line. The COX modem picked up all downlink bonding. Channels. My CBR750 with the new firmware can only lock on to one bonding channel. Also the COX network does not see my upstream at all. https://share.icloud.com/photos/0l7KoF6DikrazeyOPeGCh2vOw
- FYI, the COX tech said their engineering is preparing for a major upgrade later this year to add more upstream bonding channels so customer get more upload speed. That would be great!
I downgraded to the oldest firmware on the Netgear site for both CBR750 3.2.16.9 and RBS750 3.2.16.6 to find the same issue. Surprised it started working late afternoon 8/25 with no further action. Did Cox fix thier provisioning since Netgear did not release a firmware? I want to know how they fixed it so I can go yell at them about it...
I can confirm my neighbor was correct (see post above). My Orbi is now back online. Full strength.
The fix must have been on the Cox end since my Orbi (all of our Orbis actually) were offline. So they clearly changed nothing in the software after the problem started.
As to who's fault it is, I doubt we will ever know. I suspect that NG Support or Cox will not tell us. But who knows. Maybe they will fess up.
Hi all,
cox folks have updated config file and thats why we are seeing most of the units back to normal. (cox engg was helpful to work this our for us albeit it took some time to identify the issue)
Is anyone else still having issues getting modem online? If yes, we need CM MAC + Location (city, state) to see if the config has been deployed correctly in all the places.
- How did you roll back your firmware? I tried multiple ways with not success
