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Customer Support
This is the only format besides spewing on social media or sending an actual letter to the corporate office in San Jose that I can think to use.
1 of 3 Orbi's not working, all bought at same time. Chat person disconnected after 20 minutes of conversation. Next chat person went from 12:40 to 2:25 troubleshooting, sending screen shot pictures, everything under the sun with me and my husband who are just trying to get connected to work from home. Suprise....disconnected again!
To say I am frustrated is a gross understatement. Horrid that a company with such a big customer base both home and business is so difficult to work with.
I'm not a scammer, I'm not looking for 3 new Orbi's. I just want this one replaced if it is defective! Netgear is a billion dollar company, all I am asking is that you try and figure out this 1 Orbi without inconveniencing me any more than the 2+ hours I have already put into this!
8 Replies
1 of 3 Orbi's not working,
What model Orbi? I am guessing you mean one of the satellites????
Can you describe in more detail what is broken? For example, is it powering up?
Netgear is a billion dollar company
FWIW, this is a user-to-user forum and not Netgear support. Often we can help, but generally Netgear employees don't engage much here. (Those that do have "Netgear" in their badge.)
Thank you for your response:
Yes, Orbi Satellite RBS850
It is powering up. They have tested it syncing, it is not syncing either wireless or direct ether connect. Also did a 60 second factory reset and a 30 sec on/30 off/30 on again, neither of these worked. Also deleted the device in the router and still did not work. Keeps showing ‘disconnected’.
I’m not tech savvy at all….so hopefully describing this all correctly.
It is powering up. They have tested it syncing, it is not syncing either wireless or direct ether connect. Also did a 60 second factory reset and a 30 sec on/30 off/30 on again, neither of these worked. Also deleted the device in the router and still did not work. Keeps showing ‘disconnected’.
One thing you could try is do a factory reset of the router, and try adding both satellites again. Maybe wait to see what other suggestions here are before doing that.
My husband did the router factory reset too.
Questions:
- Who was this system purchased from?
- How long have you had it?
- You have noted a ticket number (or incident number) from those previous discussions with Netgear support?
The obvious path is to contact Netgear support again (and again), referencing the open ticket, until the problem is escalated to someone who can authorize a Return Material Authorization (RMA).
If it was purchased from Amazon or Best Buy, you could box it up and return the whole package.
