Mysterious Loss of Network / First Internet / Then Network / NO LOGS!
System is comprised of:
1 SRR60 Unit and 3 SRS60 Units // All running FW v 220.127.116.11
Modem is Arris TM1602 and Service is provided by Spectrum / TW
System works excellent until it does not. Time for failure is anywhere between 20 minutes and 2-3 hours. It starts with network loss of internet connection (the modem is still connected and verified with direct ethernet connection) then the devices still see the network but no internet and more strangely I cannot even access the router admin with a direct ethernet connection and browser as well as mobile devices using Orbi and Genie App. Nothing works and no way to get the log.
Only solution is to shutdown router unit and once it powers back up the log is gone so I have not been able to capture a log of the proble as it is happening.
I received and installed this system yesterday to replace original Orbi system that worked great. The intention of switching to PRO was for a more stable connection, better management of traffice and BETTER PRO SUPPORT. This has not been the case with product or with the support.
SUPPORT HAS BEEN TERRIBLE!!!!
Have been on the phone at least 3hrs in the last 2 days.
Have spoken with Level 1 and Level 2 reps. They offered to escalate to Level 3 which would be by email and would take days. THIS IS NOT PRO SUPPORT! I live in an area with no mobile coverage and my wifi IS my phone. This is critical and you cannot call yourself PRO or business friendly if you cannot solve such a simple problem. Waiting to see a miracle from customer support but more considering returning the system and finding another solution.
Has anyone had these problems?
I spoke with Sahil / ID 2024 who was very nice but could not help. He transferred to Anne / ID 56020 who is Level 2 and she was not able to help. She offered to escalate to Lvl 3 or replace the unit but that I had to choose and that both would be a process that would take days. I bought this YESTERDAY!! Come on NETGEAR!
Re: Mysterious Loss of Network / First Internet / Then Network / NO LOGS!
do you have any other router/wifi network turned on as well, or is it only the Orbi Pro?
Also, when you first hooked it up, did you turn off every network appliance in the network, then turn the modem on, let it get a connection, then turn the Orbi router on, let it get a connection, then do the same for each satalite, one at a time?
its important to follow these steps for a trouble free conenction, IMO