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Forum Discussion
Router Hardware-type Fault
Hello NETGEAR Support,
My Orbi RBR850 router (serial, purchased 2020-11-07) is past its warranty, but it has developed a hardware-type fault, and I'd like to ask whether you can offer a goodwill replacement or a discount on a replacement.
The problem: several times an hour, the router loses its internet connection for 1 to 3 seconds. The LED turns magenta, and the router log shows "Internet disconnected" then "Internet connected" immediately after. Both of my satellites then re-request addresses, so the whole house drops, and live streaming buffers constantly. For example, on Oct 2, 2026 it happened at about 7:24, 7:26, 7:34, 7:37, 7:46, 7:48 and 7:51 AM.
I've already ruled out the cable (brand new), the gateway port (tried a different one), the ISP line (my public IP never changes through the drops), and firmware (already the latest, V7.2.8.8). I've power-cycled everything multiple times.
I've been a Netgear customer for about 6 years and run a three-unit Orbi system (RBR850 plus two RBS850s). I'd much rather stay with Orbi than replace the whole system with another brand. Is there any replacement or discount you can offer for this router?
Thank you,
Michael Baublit
3 Replies
So its 6 years old? Thats not just slightly past warranty, thats far outside of it.
You say you've ruled out your ISP device/connection.
What actual gateway do you have it connected to?
When they're powered on and working still with intermittent issues, it tends not to be a hardware failure.
So lets start with what actual gateway its connected to. Many times we see people in double-nats cause issues so we like to rule that out.
Is the orbi in AP mode or router mode?
have you tried a firmware reinstall and factory reset and install?
Is IPv6 enabled on the RBR?
Using ISP DNS or custom DNS? Give Cloudfare or Quad9 a try.
CAT# LAN cable used between the RBR and your ISP gateway? CAT6A STP is commended.
Lets troubleshoot and narrow down where the issue maybe. Hardware failure may not be a factor here. I just had my 850 series online with same version of FW. Unit arrived in 2019. Still runs well.
whether you can offer a goodwill replacement or a discount
Alas, Netgear's Community Forum is a place where customers can discuss Netgear products, ask questions, make suggestions, and offer advice. There are no Netgear employees on the Forum. Nobody on the Forum can offer anything except help with diagnosing the problem.
This sounds (to me) suspiciously like a problem with the physical cable coming into the house. One time Spectrum sent out a tech who told me that squirrels had chewed holes in my coax line and he had to replace it.
