Orbi RBR10 - Unable to play Amazon Prime

[Blaize12]

Since setting up the Orbi mesh and WiFi, once connected we are unable to play Amazon Prime or SkyGo videos. It works fine (we are able to stream videos) if we reconnect to original router which the Orbi is connected to. 

[FURRYe38 · Accepted solution]

This would be a double NAT (two router) condition which isn't recommended. https://kb.netgear.com/30186/What-is-Double-NAT
https://kb.netgear.com/30187/How-to-fix-issues-with-Double-NAT
Couple of options,
1. Configure the modem for transparent bridge or modem only mode. Then use the Orbi router in router mode. You'll need to contact the ISP for help and information in regards to the modem being bridged correctly.
2. If you can't bridge the modem, disable ALL wifi radios on the modem, configure the modems DMZ/ExposedHost or IP Pass-Through for the IP address the Orbi router gets from the modem. Then you can use the Orbi router in Router mode.
3. Or disable all wifi radios on the modem and connect the Orbi router to the modem, configure AP mode on the Orbi router. https://kb.netgear.com/31218/How-do-I-configure-my-Orbi-router-to-act-as-an-access-point and https://www.youtube.com/watch?v=H7LOcJ8GdDo&app=desktop

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@Blaize12 wrote:

Since setting up the Orbi mesh and WiFi, once connected we are unable to play Amazon Prime or SkyGo videos. It works fine (we are able to stream videos) if we reconnect to original router which the Orbi is connected to. 

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[Retired_Member]

not enought info

describe your system.....modem.....orbi router....sat..???

[Blaize12]

Hi, so it’s an out of the box setup with the Orbi router connected via cat5 Ethernet cable to my Plusnet router. The orbi is a mesh with two satellites to widen the WiFi signal. I’ve set up an orbi WiFi network which we use and works fine with YouTube videos and BBC iPlayer. We seem to get the error only when trying to watch something from either Sky or amazon Prime app. We can still connect to the Plusnet WiFi network and can happily use Sky/amazon apps fine it’s only on the orbi network where we get the errors.

[Retired_Member]

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@Blaize12 wrote:
Hi, so it’s an out of the box setup with the Orbi router connected via cat5 Ethernet cable to my Plusnet router. The orbi is a mesh with two satellites to widen the WiFi signal. I’ve set up an orbi WiFi network which we use and works fine with YouTube videos and BBC iPlayer. We seem to get the error only when trying to watch something from either Sky or amazon Prime app. We can still connect to the Plusnet WiFi network and can happily use Sky/amazon apps fine it’s only on the orbi network where we get the errors.

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ugh...2 routers is NOT recommended.

if you don't need the Plusnet router, get rid of it.  Otherwise you'll need to configure one of them in the access mode.

[CrimpOn]

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@Blaize12 wrote:
 We seem to get the error only when trying to watch something from either Sky or amazon Prime app. We can still connect to the Plusnet WiFi network and can happily use Sky/amazon apps fine it’s only on the orbi network where we get the errors.

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The Sky and Amazon Prime apps are running on what? (smart TV? smartphone? tablet?)

[Blaize12]

Hi, trying to run on an iPad. In answer to the earlier answer it’s an extender router so doesn’t have a dsl / phone jack so I have setup as per the instructions. It’s not a modem router. Thanks

[FURRYe38 · Accepted solution]

This would be a double NAT (two router) condition which isn't recommended. https://kb.netgear.com/30186/What-is-Double-NAT
https://kb.netgear.com/30187/How-to-fix-issues-with-Double-NAT
Couple of options,
1. Configure the modem for transparent bridge or modem only mode. Then use the Orbi router in router mode. You'll need to contact the ISP for help and information in regards to the modem being bridged correctly.
2. If you can't bridge the modem, disable ALL wifi radios on the modem, configure the modems DMZ/ExposedHost or IP Pass-Through for the IP address the Orbi router gets from the modem. Then you can use the Orbi router in Router mode.
3. Or disable all wifi radios on the modem and connect the Orbi router to the modem, configure AP mode on the Orbi router. https://kb.netgear.com/31218/How-do-I-configure-my-Orbi-router-to-act-as-an-access-point and https://www.youtube.com/watch?v=H7LOcJ8GdDo&app=desktop

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@Blaize12 wrote:

Since setting up the Orbi mesh and WiFi, once connected we are unable to play Amazon Prime or SkyGo videos. It works fine (we are able to stream videos) if we reconnect to original router which the Orbi is connected to. 

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[Retired_Member]

for clarification:

Double NAT is when you connect your router behind another router creating two different private networks. For example, connecting your NETGEAR router behind a modem/router provided by your ISP.

[CrimpOn]

I would be really fascinated to learn what exactly (in technical sense) about a "Double NAT" interferes with Amazon Prime or SkyGo.  In fact, how having two NATs (Network Address Translations) would be any different than having one.

As I understand it, no router accepts connection attempts from the internet unless a port is "opened" to allow it.  When a device is "behind" two routers, the first router "translates" the IP address of every device into a specific port on the outgoing connection.  The second router then thinks, "oh, my, this ONE IP address wants to make a bunch of connections.  I will "translate" them all to different ports on MY IP address."  When a packet comes back, the NAT engine looks at it and says, "oh, this belongs to a specific IP address on my LAN side.  I will translate it and pass it on."  The second router then says, "oh, this belongs to a specific IP address on MY LAN side.  I will translate it and pass it on."

Having a Double NAT makes opening ports impossible, because even though we may have opened a port on the first router, the second router has not.  So, things like VPN connections, hosting web sites, accepting gaming connections, etc. will fail because the Orbi has opened a port waiting for a connection that can never happen.  What is going on with Amazon Prime and SkyGo streaming?

[Blaize12]

Well done setting the orbi router to AP mode ha sorted it, can now play Amazon Prime and SkyGo whilst connected to the orbi WiFi. Thanks your help!! 👍🏻

[Retired_Member]

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@Blaize12 wrote:
Well done setting the orbi router to AP mode ha sorted it, can now play Amazon Prime and SkyGo whilst connected to the orbi WiFi. Thanks your help!! 👍🏻

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You rock 

[FURRYe38]

Glad the suggesteion worked for you.

Enjoy. 

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@Blaize12 wrote:
Well done setting the orbi router to AP mode ha sorted it, can now play Amazon Prime and SkyGo whilst connected to the orbi WiFi. Thanks your help!! 👍🏻

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