Orbi WiFi 7 RBE973
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Lack of Customer Suppot For the WiFi 6e 960

masterloggie
Tutor

Lack of Customer Suppot For the WiFi 6e 960

I spent over $1700 USD on a system tha did not last a week. Spent 3 hours on the phone and received a router replacement that would not pair with the satellites. Case # 45544395 was started today. First call I was hung up on after 30 minutes. Next call I spent over 3 hours trouble shooting and being put on hold many times. I have plugged and unplugged and reset and direct connected the satellites plus reset IP and DNS. Nothing worked. I asked for a system replacement and was told I would have to talk with level 2 tech support and have to run the test again with them. I said that was unacceptable. I had already wasted over 3.5 hours today doing the test. I requested a full system replacement and was told if I would talk to a level 2 tech my case had to be elevated to their customer service team.
I am more than frustrated and get tired of talking to someone that follows a check list and repeats ther checklist to go over and over.
You did not mind taking my money for your product that became faulty in a week and your customer service has a lot to be desired. I am sick and tired of companies having their tech support or customer service in the PI. They can't make a decision and have wasted over 6 hours of my time.

Message 1 of 4
FURRYe38
Guru

Re: Lack of Customer Suppot For the WiFi 6e 960

So what Firmware version is currently loaded?

Did they happen to make sure the RBS were loaded with same version of FW as the RBR has loaded? If the RBS are not using same version this could cause the RBS not to sync to the RBR.

 

Did you attempt to sync the RBS while in same room as the RBR? 

 

 

Message 2 of 4
masterloggie
Tutor

Re: Lack of Customer Suppot For the WiFi 6e 960

The firmware was manually updated on the router, but the program could not communicate with the satillites when directly plugged into the computer internet port nor did the Orbi program see the satellites when setting in the same room with the router. Thanks for your support.

 Assume I will waste another 3 hours of my time with tech support.

Message 3 of 4
FURRYe38
Guru

Re: Lack of Customer Suppot For the WiFi 6e 960

Well still doesn't answer the questions presented...This doesn't help and is wasting time. 

 

You can try this to see if you can update the RBS to same version of FW:

You need to update the RBS before updating the RBR. Keep this in mind for future updates. 

What you need to do is factory reset the RBS. Wire connect a PC to the 1st satellite📡. Already have the most current FW version files downloaded on to this PC. 

Wire connect 1 PC to the back of the RBS. Factory reset the RBS, wait about 5 minutes. The PC will get a IP address from the satellite📡. The RBS will be 192.168.1.250. Use this IP address in a web browser to log in to the satellites web page. Log in as admin and password. Use the satellites 📡 web page FW update feature to select the FW update file that was unpacked from the .zip file. Then factory reset and then re-sync the satellites 📡 to the RBR. 

 

Otherwise, you should return the system to place of purchase. 

 

 

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