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I've just purchased a used RBK852 system from eBay UK from a reseller. Everything seems to be working fine, but, when going into the 'Security' section in the Orbi app, I get the message that 'Your router is register to ... we*****@hotmail.com', and to 'login using this account'.
I've emailed Netgear Support (admittedly only yesterday) asking for the device to be 'deregistered', but haven't received a response yet.
Is there an official way to deregister an Orbi in these circumstances? As the device was purchased from a reseller, I don't think that contacting the previous owner is an option.
The way to reach support is going to this page https://www.netgear.com/support/contact.aspx Then clicking on "Get answers about NETGEAR products before I buy" then clicking on "Networking for Home" then "Chat with us". The Netgear support person was very helpful and created a support ticket for me to deregister and the whole process completed in 48 hours.
I bought the unit from an eBay reseller, who themselves acquired it from someone else, so I don't know how easy it might be to get back to the original owner ... 😞
Surely there should be a process with NG through which this can be resolved?
I bought the unit from an eBay reseller, who themselves acquired it from someone else, so I don't know how easy it might be to get back to the original owner ... 😞
Surely there should be a process with NG through which this can be resolved?
It's now over a week since I emailed Netgear support on this issue. I've had no response - not even an acknowledgement of my email. Pretty poor customer service IMO.
I'm sorry to say that eBay is not an authorized reseller so you may run into issues with getting any support for this unit. In light of that, we recommend returning the unit purchsed from eBay and purchasing it again from a NETGEAR Authorized reseller. Check out this link for a list of where to buy.
Otherwise, if you haven't already done so, I recommend contacting support directly as they are the most appropriate team to assist you with this request. I believe they'll ask you to provide "proof of purchase".
Update: I just your last update. Can you please provide your case number so I can push this along? I searched for one but didn't find anything relevant.
I have no case number. I was asked by Blanca to email customer support direct, with the serial number of the device and my Netgear account email address, which I did last week. The subject lines of my two emails were ‘Request unregister device’, and ‘Deregister RBK852 system’ sent to Customer.service@netgear.com last Wednesday and Friday.
The way to reach support is going to this page https://www.netgear.com/support/contact.aspx Then clicking on "Get answers about NETGEAR products before I buy" then clicking on "Networking for Home" then "Chat with us". The Netgear support person was very helpful and created a support ticket for me to deregister and the whole process completed in 48 hours.
That's fantastic! I've just done that, and have been told it will happen within 48 hours. Very odd that you have to pretend you don't yet have a Netgear device in order to access Live Chat support on a Netgear device that you already have, but it worked for me.
Emailing the support email address has lead to no response whatsover in over a week - very poor - but 5 minutes chatting to a support rep whose job was presumably to advise on future purchases ... and it's sorted.
