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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...
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.
- 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).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!
