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I purchased a new CM1000 modem and RBR20 router system. I was able to get the modem going just fine. When I followed the step by step instructions for the Orbi using the app, I can’t get internet on any devices. The app verified that router and satellites have connection.
I have spent the last hour trying to find support. Either Netgear is hiding a phone number somewhere or they just don’t have support. I finally found a phone number that asked for another $99 activation fee.
Is this accurate? Did anyone else have to pay this? Does anyone have a real phone number I can call for help? So far for “easy setup” this has been more frustrating than setting up a Comcast network.
If ever you have devices purchased for more than 90 days you can always purchase a Support contract or go to https://community.netgear.com/ or https://www.netgear.com/support/ which is for free, our KBs and Community members will surely be able to help.
Support is free for 90 days. After 90 days, Netgear does not provide support and suggests users contract with Gearhead https://gearhead.netgear.com/
Do your devices connect to the Orbi WiFi, but then cannot access the internet?
On the app, if you select Device Manager, does it show the devices as connected AND on the right side of the page, is the Pause/Resume button GREEN (Resume)?
If ever you have devices purchased for more than 90 days you can always purchase a Support contract or go to https://community.netgear.com/ or https://www.netgear.com/support/ which is for free, our KBs and Community members will surely be able to help.
Thank you! I was able to find the contact phone number for Netgear and a very nice person started a case file. However, while she was creating it, everything started working perfectly. Either it just needed a little time to sync up or she did something on her end. Either way, I'm up and running!
It seems the phone number I originally called was something of a scam, it was a third party support company called like Orbi Support Group, disguising their support as some kind of activation fee for $99.95. Really dirty, I'm glad I hung up on them!
Basically all devices (router/satellites/modem) were connecting together fine according to the app, but for some reason there was no internet connection. It resolved itself pretty quickly once I called support though. Thanks!
