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Forum Discussion
RBS350 satellites lose sync with RBR750
Hello all, I am having issues with my brand new Orbi system. I have a RBS750 router and two RBS350 satellites. The satellites will not maintain a good backhaul sync status. I have tried resett...
Hey. How did you get replacements? I always thought it was strange that the RBR750 router was paired with RBS350 satellites in the kit that I got.
While I am happy to "pile on" Netgear, in this particular instance could it be possible that the original purchase was the RBK653 package? As the data sheet explains, the RBK653 comes with one RBR750 router and two RBS350 satellites:
https://www.downloads.netgear.com/files/GDC/RBK653/RBK653_DS.pdf
I almost always toss the original packaging, and turn to my Amazon account to see exactly what I purchased over the years.
- Well... I purchased the Orbi in Oct of 22 so it's still under warranty. I understand that the kit (RBK653) did come with the RBS350 satellites BUT there was one time that a support agent told me that those satellites were not compatible with the RBR750 and that was why they would not stay in sync.
The issue I have is that I no longer have a support contract so how would I initialize a case for a warranty replacement? While the 90 days of 'complimentary support' have expired, the one year warranty is still in effect. Log into my.netgear.com , select the product, then click on the link at the bottom of the page:
- Could be... But here are two instances where this configuration does not function as advertised. Support is supposed to help you figure out if it is a hardware issue without charging you... But I've heard 5 different stories from them on that.
Dealing with vendor support can be a challenge.
A couple of years ago, my Tivo stopped accessing certain channels. "not authorized". Tried to restart the gizmo called a Tuning Adapter (which we Luddites who still own Tivo have to use). No joy. Called Spectrum. No Joy. Finally, they dispatched a very nice repair person. He called support (a tedious process to prove he was an employee) and they instructed him to swap out the Tuning Adapter. No Joy. Try another Tuning Adapter. No Joy. He went through all four Tuning Adapters on the truck and even met another technician to get an adapter off of his truck. No Joy. Each attempt required yet another call to Spectrum support. After nearly eight hours, he said, "Man. I'm sorry, but I have to go."
Before driving out to Spectrum to get another Tuning Adapter, I called support one more time. A very nice lady said, "Oh. It looks like your billing information is coded incorrectly. Please restart the Tuning Adapter." Bingo. There had never been anything wrong with the gizmo and at least six Spectrum Tech Support people had not noticed it.
Since presumably sold more than two RBK653 packages, it may be a challenge to get someone to swap the satellites out for RBS750 satellites. It worked one time. Maybe it will work again.