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Forum Discussion
Faulty reset button
I purchased the Orbi 970 Series Router and Satellite in early 2024 for approximately $1,800. Last week, I powered down my system temporarily to replace security cameras. When turning it back on, the router could no longer be recognized. After troubleshooting, I was informed by the Netgear rep that the reset button is faulty and that nothing can be done to repair or service the unit. Which is absolutely unacceptable for a premium system at this price point. I invested in the Orbi 970 because of its performance and reputation, but to hear that a small component failure renders the entire unit useless, with no repair option or support solution- is both frustrating and disappointing. Please escalate this issue to a supervisor or engineering support team. I would like to know what remedies Netgear offers in situations like this—whether through warranty coverage, repair service, or product replacement.
3 Replies
Please escalate this issue to a supervisor or engineering support team. I would like to know what remedies Netgear offers in situations like this—whether through warranty coverage, repair service, or product replacement
Alas, the Community Forum is a place where interested customers discuss questions and offer suggestions to each other. No Netgear engineering or support employees participate in the Forum. None of us can escalate anything.
Unless the customer has purchased extended warranty coverage, the hardware warranty on Orbi systems is one year from time of purchase. A system purchased in early 2024 would thus go "out of warranty" in early 2025. (as an 'aside', we all face this issue every time we purchase things: Is it better to spend money up front to extend the warranty period on everything we buy (appliances, phones, computers, televisions, automobiles, etc.), or do we "take the risk" that one or more devices will fail and we'll have to replace it. My sense is that a lot of us choose to take the risk. Sometimes we luck out, and sometimes we "get bit". If the router is dead, looks like you are out about $408 [Amazon, less on eBay], which is more than the warranty extension would have cost.)
What we can do is offer suggestions on how to diagnose the problem, such as the questions FURRYe38 asked.
, I was informed by the Netgear rep
Perhaps a silly question: Netgear provides 90 days of 'complimentary support' with the purchase of a new system from an authorized seller. Unless the customer has purchased an extended support plan, Netgear will not provide support. How did you get them to talk to you?
Kind of hard to believe the reset button is faulty.
So you just powered the RBR and RBS OFF by pulling the power adapter from behind?
How was the system powered OFF then back ON?
Does the front LED Blink WHITE.
Does the rear Power LED turn on AMBER then turn GREEN?
What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?
Be sure your using a good quality LAN cable between the modem and router. CAT6A STP is recommended.With the RBR disconnected from the ISP modem and all other devices along with the power adapter not plugged in, can you press the reset button in back on feel if it has a bump feel in pressing and releaseing the button say doing this a couple of times to get a feel if the button is maybe broke or mashed in?
