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Forum Discussion
Terrible Support, many problems
I have had an Orbi RBE871 and 2 RBE870 satellites for almost a year. They have never worked all that well, especially for cell phone calls via Wi-Fi, which we need because we have almost no local cell coverage.
I have opened many cases. Invariably they end up getting cut off (due to poor cell coverage), then I get phone mails that they tried calling too many times and are closing the case. Most of the time I get "thank you for holding, a technician will be with you shortly"... for hours.
My most recent problem (along with the poor cell wi-fi, that they have never fixed), is that the administration app (both on the phone and on my PC) do not show many attached devices, not even the cell phone or PC that is connected to the RBE871. The technicians are clueless, cannot find any problem or any suggestions for how to resolve the problem, then we lose the call, etc.
4 Replies
What phone platforms are you using? Apple or Android?
What Firmware version is currently loaded?
What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?
Is IPv6 enabled on the RBR?
Which ISP are you with?
What is the size of your home? Sq Ft?
What is the distance between the router 📡 and satellite(s)🛰️? 30 feet or more is recommended in between RBR 📡 and RBS 🛰️ to begin with depending upon building materials when wired or wirelessly connected.
https://kb.netgear.com/31029/Where-should-I-place-my-Orbi-satellite
🛰
Does this happen with the RBS turned OFF?
Does this happen with both wireless and wired devices?
What channel configurations are currently set on the router?
Be sure to disable any MAC Address randomizers on phones and pads while at home:
NETGEAR Mobile Applications and Android/Apple/Windows Devices FAQ | NETGEAR Communities
Try disabling the following and see:
Armor, Smart Parental Controls or Circle, IPv6, Protection Engine, Traffic Meter.
Is SIP ALG enabled or disabled on the RBR?
Platforms: Apple iPhone and Windows 11
Firmware: V10.5.20.4_1.3.5
Modem is Netgear CBR750 with V4.6.14.4_2.3.12 in Bridge mode (which the helpdesk configured) (not that whatever modem and service provider should matter for this problem).
IPv6 is enabled (again... not that this should matter)
ISP is Comcast xFinity (...not that this should matter)
Home is 3000 sqft
Distance between router and satellites is about 80-100 feet.
MAC Address is not random on several of the devices that used to show up but do not any longer.
What iOS is the phones using?
What build of Windows 11?
Is WIndows PC ethernet or wireless connected to the system?
Be sure any ehternet or wifi adapter drivers are up to date.Try IPv6 disabled. There are known issues with this ISP and IPv6.
Also if you have IPv6 enabled, try using custom IPv6 DNS instead of ISP detected IPv6 DNS.
These DO matter.
3000 sq ft is a range for the RBR and just one RBS. Having two may cause issues.
And ya, those distanced maybe too far and a scretch. 30 feet is starting distances, and depending on building materials, 50-60 feet max distance range.
Turn off 1 RBS for now.
Has a factory reset and setup from scratch been performed since last FW update?
Platforms: Apple iPhone and Windows 11
Firmware: V10.5.20.4_1.3.5
Modem is Netgear CBR750 with V4.6.14.4_2.3.12 in Bridge mode (which the helpdesk configured) (not that whatever modem and service provider should matter for this problem).
IPv6 is enabled (again... not that this should matter)
ISP is Comcast xFinity (...not that this should matter)
Home is 3000 sqft
Distance between router and satellites is about 80-100 feet.
MAC Address is not random on several of the devices that used to show up but do not any longer.
