Hoping I haven't overlooked advice or a solution in the forums, but searches haven't turned up anything useful so far, so I appreciate your help.

I have a router and two satellites (AX6000). Has been setup with both satellites hardwired via ethernet for about 8 months and worked fine, then the satellite stopped working. I've done everything I can think of to try to fix it to no avail. Multiple resets, attempts to sync via app, web admin, etc. Wired, wireless, close by, far away, etc.

Final step was to reset the entire system from scratch. Went through full initial setup again. When it asked how many satellites I said two, but when it searched for them it said it could only find 1 of the 2. Finished setup with the one satellite, then tried again to get the second one to sync, to no avail.

Finally tried calling Netgear, thinking it's a hardware problem and it's under warranty, but the guy wouldn't help me without paying for a support package since the status lights operate as expected, which to him means it isn't a hardware problem. I asked what the shortest, cheapest support package was and he told me something like $189 for a year. When I declined due to high cost, he offered me a 6 month package for like $89, at which point I told him I didn't appreciate him lying when I specifically asked what the shortest package available was, then finished the call.

Anything you can think of I can do to debug this? Any way to "prove" it's a hardware problem, if it is, so they'll replace it without buying a support package?

A few more details:

- After a reset, satellite status light flashes white for a few minutes on bootup, then solid white for a bit, then light turns off. As expected. When I try to sync, light flashes white for a few minutes, then goes to solid magenta.

- Hardwiring it to the router does not cause it to show up in the connected devices page on the web admin tool.

- At some point during all the efforts to reset/fix everything, a new firmware was downloaded to the router and presumably the other working satellite. So now I'd assume it's also not on the same firmware since it hasn't been sync'd since that firmware update. Not sure if that matters.

What else can I try? Any ideas? Thanks!

EDIT TO ADD: As far as I can tell, my product is actually the RBS850, but that product isn't an option I can find when creating the post, so I chose RBK854 as the closest one I could find. Not sure if there's a difference that matters for my issue.

Forum Discussion

Satellite won't connect. Hardware problem?