Armor subscription transfer from broken ORBI to replacement ORBI PENDING

[Piggington]

In January 2023 my Netgear Orbi RBR50 broke and I bought a replacement ORBI RBR50v2.

I had active subscription on Netgear ARMOR on my old broken ORBI and I contacted NETGEAR technical support to transfer my subscription from broken ORBI to a new ORBI. I spoke on the phone with customer support and got a confirmation that this will be done.  

Now two months later, this ticket is still open. I would expect that such a simple transfer would take more than a hour to update it in the system. I have updated the ticket, but it seems that customer service is useless.

Does anyone else managed to transfer subscription from broken ORBI to new one in less time?

[Piggington · Accepted solution]

Update: Yesterday, March 21st, I got a call from Netgear informing that my ARMOR subscription has finally been transferred from broken ORBI to its replacement. 

Anyway, I have now cancelled my automatic ARMOR subscription renewal and will start using Firewalla instead. 

[FURRYe38]

You'll need to contact NG support as this is beyond forum help:

https://community.netgear.com/t5/NETGEAR-Armor/Armor-Help-and-Information/m-p/2211063#M6089

Good Luck.

[Piggington]

Yes, I have contacted the tech support back in January 2023. A ticket was filed and no luck ever since.

I just called the tech support again today. A guy based in Philippines mentioned that my case was escalated to "product support team" in 2/27/2023. I told him that I filed my ticket in January 13th. I asked why the case was escalated like more than one month - he could not answer. 

[Piggington · Accepted solution]

Update: Yesterday, March 21st, I got a call from Netgear informing that my ARMOR subscription has finally been transferred from broken ORBI to its replacement. 

Anyway, I have now cancelled my automatic ARMOR subscription renewal and will start using Firewalla instead.