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Netgear Service is Horrible Horrible Horrible
I own two RBK750's, one each of two homes. For months now, neither has been manageable because I can't access the router either through the web interface nor the mobile app (iOS). So frustrating. With Netgear support, I get a continuous stream of either unfulfilled promises and total non-responsiveness. Netgear products used to be good, but the service is consistently pathetic.
Months in, Netgear still has offered no solutions. They have tried failed patches and firmware updates. All I'm getting at this point is, "we're trying as hard as we can", followed by days/weeks of silence. Until the process repeats, with no end in sight.
Netgear has trained me to despise the company. Such a shame.
20 Replies
Early on in the 750 debacle, some users reported that a Factory Reset enabled them to regain access to the router.
Many customers rejected the idea and waited for Netgear to 'push' a solution that would avoid the need to reconfigure the router from scratch.
Did you try the Factory Reset?
I wish I could factory reset, but that cure is worse than the disease. The last time Netgear forced me to factory reset, I lost all my IP address reservations (~75), my VPN config, and a bunch of other parameters, all of which are necessary for my home automation environment. The idea of recreating all that gives me severe hypertension. And, in case you're wondering, yes I had made a backup of my environment, but Netgear informed me that it was corrupted and that they couldn't/wouldn't try to repair the file.
So I feel like my only option is to wait for this ill-defined patch to show up one day and be effective. No definition of how or when this will occur.
MLUCK wrote:
And, in case you're wondering, yes I had made a backup of my environment, but Netgear informed me that it was corrupted and that they couldn't/wouldn't try to repair the file.
Perhaps the config file is not totally lost. There is a program that will print out the contents of an Orbi config file as text. When sorted, the file present the useful information in an organized way. Could you perhaps give this a try and see what happens?
https://github.com/Fysac/orbicfg
There is a compiled version for Windows here: https://www.dropbox.com/s/3w1pss8hqk9c2q3/orbicfg.exe?dl=0
It is so refreshing to hear from someone who is within that magic "90 days of complimentary support" and is able to actually open a case with Netgear. (Results are not so encouraging. I had expected that they would request the router serial number from you and say that the firmware would be refreshed as it was for a number of customers.)
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?
MLUCK wrote:
I own two RBK750's, one each of two homes. For months now, neither has been manageable because I can't access the router either through the web interface nor the mobile app (iOS). So frustrating. With Netgear support, I get a continuous stream of either unfulfilled promises and total non-responsiveness. Netgear products used to be good, but the service is consistently pathetic.
Months in, Netgear still has offered no solutions. They have tried failed patches and firmware updates. All I'm getting at this point is, "we're trying as hard as we can", followed by days/weeks of silence. Until the process repeats, with no end in sight.
Netgear has trained me to despise the company. Such a shame.
Thanks for the reply.
Genuine question in response: how can I look up the firmware when I can't access the router?
On the modem side, we are a AT&T 1G fiber customer. Does it help to know the modem model too?
Yes please.
And you don't have a backup config file saved do you?
https://kb.netgear.com/000062080/How-do-I-back-up-the-configuration-settings-on-my-Orbi-WiFi-System
FURRYe38 wrote:What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?
Looks like it's an Arris BGW210. I've rebooted it too, and still can't access my router. Netgear is zero help.
Can you imagine what would happen if you bought a new car and were unable to access the dashboard or the engine to maintain vehicle? It would never be tolerated. And then the manufacturer said it would take months to repair, during which time you can't contact us without paying. And then they still hadn't fixed it, months later. And so their answer was, "We're trying as hard as we can and we're sorry. We don't know what the problem is, but we're working as hard as possible." Just pathetic. Netgear has trained me to despise Netgear.
So you'll need to factory reset and setup from scratch.
You'll need to save off a new back configuration to file. Always do this each time you make a change to the system. Never hurts to have too many backup configurations on file.
https://kb.netgear.com/000062080/How-do-I-back-up-the-configuration-settings-on-my-Orbi-WiFi-System
