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Damol589's avatar
Damol589
Aspirant
Jul 20, 2017

Orbi blocking any website on the utah.edu domain

A month ago I purchased an RBK50  Orbi with one satellite and everything is working fine except, I cannot connect to any websites on the utah.edu domain. 

 

I contacted support 3 times and twice the agents hung up on me right after I explained the issue. The third time I spent 2 hours on the phone with a Technical engineer with out a solution. 

 

I can access the web sites on the utah.edu domain from my phone or if I directly connect my laptop to the modem. 

Any recommendation on what I can do? 

The technical engineer refused to exchange my Orbi and I am about to give up on Netgear. Have only used Netgear networking products for the last 15 years but the poor customer support is making me consider my loyalty. 

domain
Installation
Orbi

8 Replies

  • Mikey94025's avatar
    Mikey94025
    Hero
    Jul 20, 2017

    You're having difficulty with support because this is not an issue with the Orbi and certainly not your Orbi hardware (thus, refusal to exchange).  It may be caused by inserting a new networking/router device into your environment but it is a configuration issue, not a hardware or router software bug.

     

    You need a tech expert who can look at your home DNS settings, cable modem, firewall software, etc. and figure out why this is happening.  Unfortunately your cable provider will refuse to do so because you are using foreign Orbi networking equipment and likewise Netgear support can only help you with their hardware, not generic home networking issues.

     

    Others here may be able to suggest investigative steps.  If you also see the problem on your phone, not just your laptop, then that's surprising as it seems to rule out typical Windows firewall and public/private networking differences.  What happens if you set your Orbi DNS to 8.8.8.8 and 8.8.4.4 (google)?  Do you run any website blocking software or services?  Is your laptop software Windows?

    • Damol589's avatar
      Damol589
      Aspirant
      Jul 20, 2017

      I have done a lot of troubleshooting, tried several different DNS  settings,  reset my modem and Orbi several times, tried all MTU sizes between 1400 and 1500. The problem is still there. 

      I can access utah.edu from my cell phone over the T-Moble network but cannot access it while on WiFi.  It also works while  I am directly connected to the modem. It is a  router issue, most likely a software issue.