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Armor trial fails to activate - Orbi RBR750

Unable to activate the trial of armor on my new Orbi RBR750 router. Error appears “failed to subscribe” I like the router so far but this is frustrating please help
Message 1 of 9
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NETGEAR Moderator

Re: Armor trial fails to activate - Orbi RBR750

Hi Shadowsteardrop, 

 

May you send me a private message with your email address and serial number for us to check further. 

 

Thanks,

Christian 

Message 2 of 9
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Re: Armor trial fails to activate - Orbi RBR750

Sent private message on 9/4/2020 and still waiting for a reply.
Message 3 of 9
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Re: Armor trial fails to activate - Orbi RBR750

First response was to factory reset my router however it’s a brand new unit setup thru the app and I have 3 people working/learning remotely so factory reset is not an option. I will update this forum with ongoing steps as all other posts lacked this information.
Message 4 of 9
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NETGEAR Moderator

Re: Armor trial fails to activate - Orbi RBR750

Hi shadowsteardrop, 

 

I'd like to help with support reaching out to you for further assistance. If you wish to be contacted, please provide the following. Please send me the following info in a private message.

 

Name:

Email:

Phone:

Serial Number:

 

Thanks,

Christian 

Message 5 of 9
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Re: Armor trial fails to activate - Orbi RBR750

Private message sent with contact information and recap of my household. Router is working great but my only issue is that I am unable to subscribe to armor trial period.
Message 6 of 9
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Re: Armor trial fails to activate - Orbi RBR750

Christian, the Forum representative, stated he forwarded my information to the support team but the only thing they received was a request to call me and had to verify all other information again.  That handoff was very frustrating and poorly handled but I can't blame Christian because it could have been the other side not reviewing the information.  I have only had this router 2 weeks and i'm already contemplating returning it.  The router works great except the Armor trial subscription but the first step in troubleshooting is to factory reset my router which means I would have to setup my 30 devices again.  So as a compromise I scheduled for the support rep to call me on the weekend and I receive no call so I updated my case to request escalation to management.  As my case progresses I will keep this ticket updated to share the process. Hopefully from here on I get better service.

Message 7 of 9
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Re: Armor trial fails to activate - Orbi RBR750

Support representative contacted me 3 hours after scheduled time and stated there was a power outage that delayed contact.  Since I was not at home I asked him to email me the information needed as he is going to pass it to the engineers for review.  Information received requested for the serial number of my unit for a 4th time which is beyond frustrating but the additional data requested has nothing to do with my issue.  I had to respond again that all connectivity to the router is working the only issue is the Armor Trial service will not subscribe for use.  My request to escalate to a supervisor was completely ignored.  I love Netgear products but the support services has severly made me rethink which brand to buy in the future.

 

Current firmware or driver: V3.2.16.6
Hardware version confirmed: 
Device Serial Number: 
MAC address of the device:

PC Adapter name and model (MUST list all devices that are having the problem and include their name/model): No issues with device connectivity to router
Adapter's driver version:
Data Link Rate reported by Wireless Adapter:
MAC address of PC/client having disconnect issue:
Description of Environment (i.e. - distances, floor area, barries like walls, glass windows,ect ).
Has user tried connecting using closer range (i.e. 6 feet)?
How often is the disconnection?
Do all devices disconnect at the same time (list names and models)?
Channels tested:

Message 8 of 9
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Re: Armor trial fails to activate - Orbi RBR750

Upon next call during the week I was asked to factory reset the router again so my same response was I have people working/learning right now. Due to the escalating frustration with the rep not paying attention to steps taken and making me continuously repeat myself I told him to close the case.  The headaches and frustration with support is not worth a trial service of armor.  I wish there was a way I could talk with a supervisor.

Message 9 of 9
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