NETGEAR - Orbi AC2200 Dropping

[OnBendedKne]

We purchsed the Orbi AC2200 model#RBK43S-100NAS and are using it along with an Arris SURFboard 32 x 8 DOCSIS 3.0 Cable Modem  with Comcast/Xfinity as our carrier.  Both were recommended by Best Buy as the solution after having new Xfinity service installed in August.

After having them out multiple times for dropped service, we find it is NOT Xfinity.  Our Orbi drops multiple times a week, sometimes multiple times in a day.  Because we have high school age children trying to attend school remotely this is becoming a huge issue.  How do we fix this?  It was s purchased August 22, 2020 so can no longer be returned however does have an extended warranty.

[CrimpOn]

@OnBendedKne wrote:

After having them out multiple times for dropped service, we find it is NOT Xfinity.  Our Orbi drops multiple times a week, sometimes multiple times in a day.  Because we have high school age children trying to attend school remotely this is becoming a huge issue.  How do we fix this?  It was s purchased August 22, 2020 so can no longer be returned however does have an extended warranty.

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Which extended warranty was purchased?  Note that one covers only hardware for two years and the other covers hardware and support for two years.

https://kb.netgear.com/000055960/What-levels-of-warranty-and-support-does-NETGEAR-ProSupport-for-Hom... 

[OnBendedKne]

My extended warranty is through Best Buy (replacement) and it is a 4 year warranty.

[OnBendedKne]

An fyi, the only modem connect is the Arris.  While we do have connection the speed is great throughout the house and out to the shop.  The dropping is problematic however especially for the kids while trying to stay connected to school.