NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.
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...
Netgear even makes it impossible to roll back to the previous firmware that worked with out any issues. This is plain ignorant.
Just to keep everyone updated here, I was contacted by NG about an hour ago asking for a bunch of screen shots and logs and a config file… I sent it to my case number and also sent it to vkdelta.
Unfortunately, the call ended with just “we are working with Cox engineers and when I have an update I will contact you”… so I wait
Unfortunately, the call ended with just “we are working with Cox engineers and when I have an update I will contact you”… so I wait
- They clearly have no idea what the issue is....the tech that called me wants to just send a new replacement system....
Thanks for letting us know. NG seems to be aware of whats happening and working on it. Please be patient.
- Yeah, I'm trying. Always the worst time right? My wife and I leave town Thursday, my 70 year old mother in law is coming to watch my little kids.....no internet means no TV, tablets, computer homework etc....🤣 when it rains it pours...and NG wants to charge me for next day shipping to replace their defective product...
- So is NG sending you a new unit?
I'm confused. Are we all waiting for NG to find a solution? Or is their solution to send new units?
NG could give us more info here. - They are going to send me a new unit, but couldn't guarantee when it would get here....and sorry to say my 70 year old mother in law can't handle setting it up.....so they want me to call them back when I get back in town, to then initiate the warranty claim for the new unit.....in the mean time, I will be renting a unit from Cox starting tomorrow so my kids can have internet. All around a crappy situation, and I agree NG is providing ZERO information or accountability......that said, I needed a solution and fast, so that's what I'm doing
- For me, I have tried asking for a warrantied out unit multiple times and it seems that they want to continue to trouble shoot with me. So I honestly don’t care which happens I just want this very expensive piece of equipment to work. I have only had it since February. I don’t know what else to do at this point but wait… but it is frustrating
- I get it! I got mine late March and it worked great until today....but that was my point to the last tech, it's a $6-700 dollar machine, it needs to work or I need a refund or new unit asap....I understand your frustration
- I do not understand the immediate reluctance to send us a new version update that essentially rolls back the parameters of the new version to match what worked in Version 3. They could do this until the have time to rewrite the Version 4 firmware and we would all be happy. Cox's own website says it only supports firmware versions up to the last Version 3 update.
NG, roll us back!! I have to have this resolved by Thursday morning for my work! Otherwise, I will be forced to purchase another company modem and router, and I will not come back to NG. We all work from home now. Three days is too long. Do not make me use your competition based on lack of urgency from your techs. - Completely agree they could and should roll back the firmware since the make it impossible to TFTP an older version into the unit or use the admin GUI to do it. When using the admin GUI they don’t give you a “yes” button to initiate the upload to the device.
Also were did you see on the COX website that they only support up through version 3 firmware? Can you provide a link and screen shot please. - I don’t think the firmware type is the problem. I am having a similar problem. I rebooted my 750 after some latency issues, and it wouldn’t come up after the reboot. My firmware was the older 3 version, not the new 4 version.
I'm having the exact same problem with my CBR750 and COX service. I'm in San Diego and my internet died some time early last Thursday the 19th. My orginal CBR750 was purchased back in April this year and was running the 3 series firmware (not sure of the exact version). COX came out and verified that everything on their end was good and suggested that the modem may have died inside my CBR750. I purchased a brand spanking new CBR750 that arrived on Sunday the 21st, I updated to the latest version 4 firmware; same exact problem!!! All lights light up with the exception of the online one that continuously blinks and then the ring light turns magenta. I have talked with NETGEAR and have opened a case with them.
So bottom line, whatever has caused this affects multiple firmware versions.
- A COX tech was just at my house. The problem is totally on NG pushing out bad firmware. I have screen shots of my line test and it is perfect. The tech hooked up the newest Panoramic Model/router and it is working great. He said I was the forth customer since Monday with the same issue he has helped out. All where from the same firmware push to version 4. Luckily he had the service call fee waived. Now I have a $600 Orbi mesh paper weight kit. This is beyond laughable on NG incompetence.
- FYI, I am with COX in Fairfax County, VA
To add more... I have a NETGEAR Nighthawk C7800 modem/router plugged in right now to await the ORBI fix. The Nighthawk is running perfect with it's latest firmware. Like others have said... FRUSTRATING!!! Too much money spent for this to happen.
That's not true that its the new firmware issue. I have the old firmware and I have the same issue. This sounds like something that cox has done IMHO. The modem is not obtaining an IP, it sounds like as if maybe cox is somehow blocking it. As you can see below, I do not have the newest firmware on mine.
Prince727 wrote:
A COX tech was just at my house. The problem is totally on NG pushing out bad firmware. I have screen shots of my line test and it is perfect. The tech hooked up the newest Panoramic Model/router and it is working great. He said I was the forth customer since Monday with the same issue he has helped out. All where from the same firmware push to version 4. Luckily he had the service call fee waived. Now I have a $600 Orbi mesh paper weight kit. This is beyond laughable on NG incompetence.- One thing for sure, the Orbi CBR750 was only seeing one downstream bonding channel and not seeing the upstream from the CBR750.
- Thank you for doing this…you saved me from doing it myself. ❤️
