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4 Replies

  • pwd5018's avatar
    pwd5018
    Aspirant
    Oct 23, 2025

    For some reason the website was saying I had invalid HTML tags in my original message.  Here it is..

    I am not sure where else to send this, as the only phone number to contact anyone from netgear is through the support number.  I have been through five different troubleshooting sessions with these guys and we keep going through the same steps.  All I am requesting is a replacement orbi satellite so I can continue using the product as I originally intended.  If I need to keep going through more troubleshooting sessions, I will be forced to request a refund for the entire product package, and a customer will be lost.  This has been a terrible experience and I do not understand why I have to go through all this time to get a replacement.  I have done all the common troubleshooting as well as more technical ones including running through the TFTP process in my attempt to update the firmware manually on the unresponsive device.  Nothing has worked.

    • FURRYe38's avatar
      FURRYe38
      Guru - Experienced User
      Oct 23, 2025

      What FW version is on the RBR unit? 

       

      Try a factory reset on the RBS by pressing the rest button on the RBS for 15 seconds, then give 5 minutes and give this process a try to see if you can get to the RBS self service web page by following this guide: Orbi Satellite (RBS) Self-Service Web Page Access | NETGEAR Communities

       

      If this fails try a 30-30-30 reset on the RBS. 

       

      If this all fails, you'll need to make contact with NG support and ask for an RMA. 

      KevinLiT​ 

      • pwd5018's avatar
        pwd5018
        Aspirant
        Oct 23, 2025

        Fw version 12.1.3.11

         

        I tried all those steps many times.  When I call support, they refuse to provide am RMA because they seem to want to spend days with me trying to fix the issue.  Everything I call it's a new person and they want to troubleshoot again.  Same thing over and over and will not agree to just providing me a replacement.