MR60 can't detect ethernet cable

[bberenberg]

I just bought an MR60 mesh system with two satellites. I am connecting to Comcast Xfinity via a Surfboard SB6121 modem. The router will not recognize the Ethernet cable that runs between the router and the modem. I have used two different cables (the one that comes with the MR60, and the cable I used with my old router, which does actually work with that router). I spent an hour on the phone with Netgear technical support. They concluded the router was defective. I exchanged it for a new one but have the same problem. I tried updating the firmware, but it was already up to date. I'm ready to give up and get my money back, but thought I would try posting first.

Thanks in advance for any suggestions.

[Christian_R]

Hi bberenberg, 

May you try setting up the router using a web browser and visiting routerlogin.com.

Christian 

[bberenberg]

Thank you for the suggestion, but unfortunately that is one of the first things I tried.

Barry

[Christian_R]

Hi Barry, 

I would suggest a factory reset on the MR60 by holding down on the reset button for 15+ seconds. I would also check to ensure the ethernet cable is plugged into the correct port. It's fairly odd how the issue is occurring on both routers. 

Christian

[bberenberg]

Thanks, I tried both when I was on the phone with tech support.

[Christian_R]

Hi bberenberg, 

May you send me a private message with your email address and case number(s). I'd like for support to follow up on your case and have it escalated. 

Thanks,

Christian