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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...
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.
Update 2 to my case
Called NETGEAR support. After some questions, representative determined that it was not a warranty issue but could be fixed.
Paid for six months of warranty in order to get it fixed (the math made sense rather than buying a new unit).
Representative had me do a reset on the unit, attempted to connect to the ISP, and we finally decided to call Cox Communications on three way.
Just my luck…my neighborhood was experiencing an outage by the time we got a hold of them. Between Netgear and Cox, they both assumed it would be resolved by the outage. The outage has been resolved since 430 this morning. My issue not so much.
Day 2 of no internet. At the moment doing the hotspot thing via my phone. I am physical security advisor for Embassies overseas (we work from home).
Called NETGEAR support. After some questions, representative determined that it was not a warranty issue but could be fixed.
Paid for six months of warranty in order to get it fixed (the math made sense rather than buying a new unit).
Representative had me do a reset on the unit, attempted to connect to the ISP, and we finally decided to call Cox Communications on three way.
Just my luck…my neighborhood was experiencing an outage by the time we got a hold of them. Between Netgear and Cox, they both assumed it would be resolved by the outage. The outage has been resolved since 430 this morning. My issue not so much.
Day 2 of no internet. At the moment doing the hotspot thing via my phone. I am physical security advisor for Embassies overseas (we work from home).
can you guys please put the ISP, Location and CM MAC as well.
please Post screenshot of CM EVent logs here asap.
I am trying to reach out to Cox engg folks for help.
thanks!
I’ll work on this now
ISP - Cox Communications Hampton Roads
ISP Phone Number for a tech 7572241111
CM MAC: 08xxxxxxxxx
SERNO: 67A2xxxxxxxxx
As far as log…do you mind walking me through exactly what you are looking for. The only log I find is from today (June 3 2021 - assuming the date hasn’t changed since the reset)To get the Event Log, please follow this instruction:
1. Login to the web interface of your CBR750 (192.168.1.1).
2. Then click ADVANCED > Administration > Event Log.
You can then take screenshot of the logs and provide it here.
ISP - Cox Communications Las Vegas
CM MAC: 38xxxxxxxxxx
SERNO: 67A2xxxxxxxxxemail me - I will give you support ticket number for Netgear as well.
A word of caution however, this modem/router is no longer provisioned by Cox. They gave me a loaner so that I have connectivity while working with Netgear. I have to work from home and don't have the ability to wait days to resolve this issue. Might just be easier to send me a new router.
I can work on the logs, but it will take me a bit. Will post here when done.
