Moderator - please help with escalation of a ticket regarding new Armour subscription and Orbi

Question

I have a problem with my new armour subscription on my orbi router.

RBR50, latest firmware.

I have bought a new armor subscription, when in the Orbi app I can see the new subscription active under "My Subscriptions".

However the Security tile on the app dashboard shows "Updating Armor", and when I click the icon I get the message "We're sorry something went wrong with the armor subscription status update. We keep track of these errors, but please feel free to contact us (Code: ARM-PYMET-EXP)"

When go to the NETGEAR Armor powered by Bitdefender web site I do not see my new active subscription. So the Bitdefender security software I did have from my old subscriptions no longer work as they don't see the new subscription.

I have raised a ticket with the support desk, spent several hours with 3 different agents I've sent screen shots to them, and they have confirmed my new active subscription but nothing is progressing any further. Last couple of times I have tried call they seem to stop being able to hear me but I can hear them...... The last agent advised this is a common "sync issue between servers" but they need to get someone from L2 to investigate.

Please can moderators help how I can escalate as I'm really struggling with netgear L1 support team, and there's clearly an issue backend Netgear \Bitdefender recognising my with my subscription as not working on router, and the windows install not seeing my new and active subscription.

I also tried the web store number, but it rings out for over 30mins with no answer.

Please can anyone in netgear or a moderator help?

FURRYe38 · Answer

coffeeandPizza3&nbsp;
Please send Kevin a Private Message using Kevin's Linked profile by selecting on his user name. Then select Send Message there to send him your private information.&nbsp;
Thank you.&nbsp;

KevinLiT · Answer

Hello&nbsp;coffeeandPizza3,
&nbsp;
Welcome to the NETGEAR Community!
&nbsp;
I am sorry to hear that you are unable to utilize your armor subscription due to the error code&nbsp;ARM-PYMET-EXP. I would like to endorse you to our support team to assist you in resolving this issue;
&nbsp;
Please provide the following information so I can endorse you to our support team: 
Name:
 Email: 
Phone Number: 
Device Model:
 Firmware: Serial Number: P
referred time to be contacted: 
App version:
&nbsp;
Please provide this information as soon as possible! 
I look forward to hearing from you! 
&nbsp;
Best, 
Kevin 
Community Team

coffeeandPizza3 · Answer

Hello Kevin.&nbsp;I'm not comfortable sharing personal information such as email address, phone number and router serial in a public forum. Is there a way I can send to you direct or private?&nbsp;I also called back netgear support as still no call. Frustratingly I had to go though everything again with the agent from scratch even though all info and error codes, screen shots were on the case. They did not find any record of their net gear colleague passing the support ticket to your customer service L2 team, hence why had to go through everything again. I was assured that will have a call back the next day.&nbsp;Also... I do see the new subscription on the Mynetgear.com - My Subscriptions web site, but not on the amour.netgear.com web site which still shows the old subscription as expired.&nbsp; I suspect this is why my bitdefender windows installs now don't work as they don't see the active subscription. The agent was not able to provide any trial codes to get the AV up and running while netgear fix the subscription issue.&nbsp;This is shockingly poor experience of support that I'm now on the 4th support agent, hours spend on the phone, and each time I have to go through everything from scratch and still zero progress. I am left with a poor perception of support quality from netgear.&nbsp;Also the netgear support chat bot does not escalate to a support agent it just hangs for 30mins plus trying to connect me to an agent saying 1st in que and will connect in 60-90 seconds. 30mins later still not working so I cancel, so I then phone up.

coffeeandPizza3 · Answer

I've sent Kevin my details via PM.&nbsp;Update from my side I called netgear support again as I'd still not received a call back from the customer support team following the 2 previous previous attempts by the Netgear support to escalate the call (as the support agents team were not able to fix).&nbsp;The support agent reviewed my ticket and advised there was a problem with last attempt of escalation and so the support ticket was not passed to the customer support team who are apparently the only ones who can fix.&nbsp;So now on to the third attempt by the netgear to support to pass on my ticket to customer support team before anyone can investigate. This time the agent kept me on phone on hold while he talked to the customer support team, then came back that someone from will call me back.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;

texturelighting · Answer

I have had a similar problem with "Support".&nbsp; They say they will call back and never do. I have called 5 times, chatted 3 times, and emailed a countless other times and still no resolution to a simple request: Please help me activate the ProSupport Home Activation Key I purchased from the Netgear store on Amazon.&nbsp; I have tried to activate the support on the product page of myNetgear-dot-com&nbsp; and one of the techs actually tried to also, but so far the responses&nbsp; from "Support" have been off-base, confusing, and mostly demonstrate a clear mis understanding of the issue.&nbsp; &nbsp;For example: "You purchased the router and support from Amazon, they will do the tech support."&nbsp; and "we don't sell a ProSupport key number" and other nonsense.

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Moderator - please help with escalation of a ticket regarding new Armour subscription and Orbi

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