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Forum Discussion
Is my satellite dead?
I have an Orbi 970 set - router + 4 satellites (5 devices). I’ve extended warranty and all that. Mine was one of those sets where the router was “overheating” and dropping. And putting a fan on t...
OK, glad NG support is in touch and getting you a new one.
Let us know if the RMA fixes all this for you.
Unfortunately, technical support are themselves waiting on some tickets opened with a higher escalation team. And it's been 2 weeks. What needs to happen? Well, the router + 2 satellite set gets registered with Netgear under the serial of the router, and the 2 satellites in the bundle (or the replacement bundle in my case) aren't auto-registered to my pro support contract in the system.
And support needs that registration to happen to finish the RMA (needs to be manually done against my pro support contract). They also need the same escalation team to handle whatever is going on their backend with my Armor subscription not working.
I was promised a callback last Thursday, then this Thursday (today) after I called in on July 1st - all that has come and gone.
The next time I call in I'm just going to ask them to replace the whole 1 + 2 bundle if their backend systems can't handle something so simple as a single satellite and the higher escalation team is MIA. If this happened with one of the two other "non-bundled" satellites this would have been simple because they were auto-registered.
So I have 4 cases open with Netgear now --
- Opened online on March 21 about Armor Plus not working (always updating and asking me to check back in 24 hours in the app) - never got any response. Still marked in progress.
- The case about the satellite here - branched into 2 separate escalation cases internally by support - one to links both my bundled satellites, and the other basically a duplicate of the March 21st case but with support-verified details.