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Re: Orbi RBS850 drops internet - Horrible customer support
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Orbi RBS850 drops internet - Horrible customer support
Setup: 2 Orbi Satellites using wireless backhaul RBS850
1 Orbi Router RBR850
AT&T fiber (modem/router combo unit)
Orbi router is set in AP mode
Issue:
1 Orbi Satellite randomly drops internet connections for 3-5 minutes periods, or completely loses internet and requires hard reboot.
In the past 6 months, it was working flawlessly up until 2 weeks ago.
Things I've tried:
Tried updating firmware to 4.6.3.16
Verified placement of Orbi and it is in "Good" backhaul status.
Swapped Orbi Satellite with my other Sallite and verified no issues. The issue followed the physical Orbi Satellite.
Called Netgear support. They said that it is a configuration issue and they can "increase my bandwidth, change frequencies, and change some ports". I said great, try it and the lady says I have to purchase a support agreement to get this fix. I feel like this is extortion and I told her I don't want to pay for it. She proceeds to hang up on me.
What kind of crappy customer support is this? I'm seroiusly considering to never buy Netgear products again.
Support case: 45117911
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Re: Orbi RBS850 drops internet - Horrible customer support
I would power OFF the ISP modem for 1 minute. Factory reset the Orbi router and power it off. Power ON the ISP modem and let it sync. Then power ON the Orbi router and walk thru the setup wizard again using a wired PC and a web browser.
What is the size of your home? Sq Ft?
What is the distance between the router and 📡 satellite(s)? 30 feet or more is recommended in between RBR and RBS📡 to begin with depending upon building materials when wirelessly connected.
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Re: Orbi RBS850 drops internet - Horrible customer support
I will try the satellite factory reset this evening.
My home sq ft is 1200, although the property size is on a 5000 sq ft lot and I have security cameras mounted on the exterior walls of the house. (stucco walls)
There is more than 30 ft between all satellites and router.
As mentioned before, I've had this setup work flawlessly for over 6 months. It's just the past 2 weeks where I get random internet disconnects on one satellite on both wired and wireless devices connected to it.
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Re: Orbi RBS850 drops internet - Horrible customer support
I have had similar issues where it was working for the past few months no issues. Recently started dropping connection randomly and restarting both router and satellite. I have xfinity coming out tomorrow as Netgear told me the same issues and I've don'e everything minus facroty reset
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Re: Orbi RBS850 drops internet - Horrible customer support
What Firmware version is currently loaded?
What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?
@K1773rm0nk3y wrote:
I have had similar issues where it was working for the past few months no issues. Recently started dropping connection randomly and restarting both router and satellite. I have xfinity coming out tomorrow as Netgear told me the same issues and I've don'e everything minus facroty reset
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Re: Orbi RBS850 drops internet - Horrible customer support
@FURRYe38 wrote:What Firmware version is currently loaded?
V4.6.3.16
What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?Netgear Nighthawk CM2000(Bought myself)
@K1773rm0nk3y wrote:I have had similar issues where it was working for the past few months no issues. Recently started dropping connection randomly and restarting both router and satellite. I have xfinity coming out tomorrow as Netgear told me the same issues and I've don'e everything minus facroty reset
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Re: Orbi RBS850 drops internet - Horrible customer support
Does the front LED turn on when you notice the disconnection of internet services on the RBR and or RBS?
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Re: Orbi RBS850 drops internet - Horrible customer support
Yes, both will go pulsing white, then blue then off.
Currently Comcast is at the house and so far no issues detected from anything on their end.
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Re: Orbi RBS850 drops internet - Horrible customer support
Has a power off for 1 minute then back ON with the ISP modem and Orbi system been performed since last update?
@K1773rm0nk3y wrote:
Yes, both will go pulsing white, then blue then off.
Currently Comcast is at the house and so far no issues detected from anything on their end.
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Re: Orbi RBS850 drops internet - Horrible customer support
Yes, we just factory reset the modem while he was here, had both unplugged for about 5 minutes and rand through most troubleshooting he could think of.
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Re: Orbi RBS850 drops internet - Horrible customer support
And the results of this?
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Re: Orbi RBS850 drops internet - Horrible customer support
so far no issues but it hasnt been too long. If there is a drop at this point it would certainly be a Netgear issue as we checked the entire line from box to house to modem. No degradation was detected and everything resulted in 95% or better in all the tests he ran.
Will provide further feedback after.a day or so.
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Re: Orbi RBS850 drops internet - Horrible customer support
And we just had a disconnect. Both Router and Sataleite blinked blue then white then solid blue.
Not sure which is the problem anymore as the modem being factory reset and retested all looked good. Do I need to reset the router system as well at this point??
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Re: Orbi RBS850 drops internet - Horrible customer support
Yes. After the reset and setup from scratch, unplug the RBR and RBS power adapters from the wall outlets for 5 minutes, then back in.
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Re: Orbi RBS850 drops internet - Horrible customer support
Modem was perfectly lit up like it should be so my guess is the router orbi is broken.
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Re: Orbi RBS850 drops internet - Horrible customer support
Would that be 4.6.3.9 or 3.2.18.1 which are the last 2 available? Just to make sure I do it once.
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Re: Orbi RBS850 drops internet - Horrible customer support
@FURRYe38 I downgraded to v3 and now my satellite wont sync to the router and it shows up inside the attached devices as a connected device. Nothing seems to fix this issue. it showed blue before then said failed
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Re: Orbi RBS850 drops internet - Horrible customer support
Did you downgrade the RBS first then RBR lastly to v3?
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Re: Orbi RBS850 drops internet - Horrible customer support
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