Trying get formal support for my Orbi but always the same error message.

[moonwatcher64]

Hi all. Trying log a case with Netgear for support but getting the following error all the time. Have tried different browsers and indeed two machines and the same error.

I can log in, I can select Support, I can find my list of products and I can select it.

I can see my products in the drop down box and indeed I can see my Orbi RBS853 serial number

But when I click on purchase a contract, I get this every time .....

I have indeed cleared out all cookies and did some housekeeping but has made no difference.

I also tried on the Orbi app but also not allowing me any way to progress. Anyone at Netgear able to get me on the right path please? I thought I had payable support for the product but turns out it has expired. I have the virus and security stuff. Have to pay for it and access support but cannot even get to that point.

The Orbi's are working but have some support questions I need some answers to. Don't think they are so complex and will ask here as well but would like to know what when I do need proper support that I can do so reliably.

Any help greatly appreciated.

[plemans]

The orbi support guys on here are pretty good. I'd start with the questions on here before paying $ for it. 

Sometimes its better on here than l1/l2 do. 

[moonwatcher64]

Oh for sure and very much appreciated. But my point is I cannot log anything to Netgear and getting the error shown all day. Support from guys on here is of course great.

Interestingly since posting that message, I tried again and my request for support was successful ... at least the logging of it. Bit strange but at least a step forward.

I have now started a logged case but absolutely more than happy get support from the community.

EDIT: actually a small correction, still having problems opening a case. Turns out what I did was to (accidently) request a hardware replacement. But at least I got a log number back.

[FURRYe38]

Try sending a forum moderator a PM:

@Blanca_O @KevinLiT 

[moonwatcher64]

Thanks for the suggestion Furrye38. 

Excuse my lack of familiarity but could you show where I can do that? I have used PM function on other web sites but it's not jumping out to me where I might do it on Netgear Community.

Thanks again

[FURRYe38]

You can select there tagged user name and go to there profile page. Select Send this user a private message button and type away at them. 

[KevinLiT]

Hello @moonwatcher64,

Welcome to the NETGEAR Community! 

I understand that you have questions about your RBR850. What questions do you have regarding your RBR850?

Please PM me your ticket number so I can assist in getting the support you desire.

Best,

Kevin

Community Team

[moonwatcher64]

Hi Kevin, and many thanks for coming back to me.

All attempts to log my issue failed with the error screen shown in the post. 

I tried again a short while ago and mistakendly logged a HW replacement request. But it did at least register. 

Essentially I want to open a support case for my RBR853 which works but I think I have some FW issues, some identification issues and a need to link to a 2.4 G device that is failing just now despite strong signal and close proximity.

Happy to pay for premium support or use normal support.

Many thanks in advance

[KevinLiT]

Hello @moonwatcher64,

Thank you for that information. In the future please do not post case details on our forums. 

To send a PM click on my username then on the next page select "Send this user a private message".

Please PM me the following information so that I can endorse you to our support team:

Email:

Phone Number:

Device Model:

Firmware:

Serial Number:

Preferred time to be contacted:

App version:

Please provide this information as soon as possible!

I look forward to hearing from you!

Best,

Kevin

Community Team