NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.

Forum Discussion

ballwai527's avatar
ballwai527
Aspirant
Jul 11, 2021

Error on check internet speed with orbi

I have an orbi router from the second hand market, then i have asked netgear customer service to help changing the account from the previous owner to me, and registered a new account with my email.

However, when I checked the internet speed on the orbi app, it shows “error：Your router is registered to the old email address. “

Does anyone know how to fix the problem?

Thanks

3 Replies

  • olympos1625's avatar
    olympos1625
    NETGEAR Employee Retired
    Jul 16, 2021

    Hi ballwai527,

     

    Good day!

     

    Welcome to NETGEAR Community!

     

    Thank you for reaching out. We are sorry for the inconvenience. Please DM us the case number if you have any or the serial number of the router. Also, please include your email address.

     

    Please do not hesitate to let me know if you need further assistance. 

     

    Regards,

     

    Oliver

    Community Team

    • ballwai527's avatar
      ballwai527
      Aspirant
      Oct 16, 2021
      I had Dm you over almost two months, but I don’t get any reply from you….

      Thanks
      • michaelkenward's avatar
        michaelkenward
        Guru
        Oct 16, 2021

        Different Netgear moderators monitor different sections. This place is for General WiFi Routers (Non-Nighthawk and Non-Orbi). That excludes the Orbi device you list in your footer.

         

        You might get more help, and find earlier questions and answers specific to your device, in the appropriate section for your hardware. That's probably here:

        Orbi - NETGEAR Communities

        That would also be a food place to seek advice from other users.