Last year I purchased an Orbi RBK50 through Verizon--they were running a promotion and were selling it for $50 off. There was a warning on the webpage that said that it would come with Verizon-specific firmware and would not work with non-Verizon satellites, BUT if you changed ISPs, Verizon would provide a method for replacing the firmware with the standard version (see the attached image). The only reason I bought it through Verizon was because of that last part (big mistake!)
Now, I need to move for work and there's no Fios service where I'm moving to. I asked Verizon customer support for help replacing the firmware, since it's possible I won't receive firmware updates from Verizon on another ISP's network (just guessing) but more importantly I'd like the option of adding satellites if I want in the future without buying from Verizon (which I'm not even sure I can do if I don't have service through them). Most of all, it's simply what they warranted when they sold me the equipment. I got the total run-around from them, and then got transfered to Netgear tech support, who told me it's not possible. I asked about flashing the firmware and they said that that would not work either and it would return a hardware incompatability error. I'm skeptical about that last part because from what I can tell there's nothing special about this particular version of RBR50, altough it's possible the serial number or MAC is on some sort of blacklist that would result in it being bricked if I tried to flash the firmware.
I believe someone recenly tried that and it failed. Someone from ISP not in the USA.
You'll need to contact Verizon since this is there responsibility and there FW. If they say they will provide you with a way to get to NG stock FW, then they will need to help you get the system converted over.
Last year I purchased an Orbi RBK50 through Verizon--they were running a promotion and were selling it for $50 off. There was a warning on the webpage that said that it would come with Verizon-specific firmware and would not work with non-Verizon satellites, BUT if you changed ISPs, Verizon would provide a method for replacing the firmware with the standard version (see the attached image). The only reason I bought it through Verizon was because of that last part (big mistake!)
I don't know if it is possible to take Verizon to Small Claims Court over breach of contract, but it might be entertaining to threaten Verizon customer service. Call up and say, "I need the link that was promised on this web page" and when they deny knowledge of it, ask, "where do I have Small Claims Court mail the summons because I'm going to sue to get my money back."
p.s. I totally agree that trying the TFTP approach will fail and probably brick the router.
I would definitely prefer for them to just make things right, but filing a claim with my state office of consumer protection is a pretty painless option as well. I suppose I could also try and dispute the charge with the credit card (although I have no idea how that works after almost a year).
I just wanted to provide a final update on this because I have (finally!) come to some sort of resolution.
Verizon continued to bounce me around to other customer service reps and higher-tier reps, who all pretty much told me they had no solution and that it would be something I would have to deal with Netgear for. And Netgear had repeatedly told me there was no way to remove the special Verizon firmware (even through flashing the router). The whole thing ended with Verizon telling me there wasn't anything else they could do and they "would not be able to" issue a refund for the equipment. I made it clear to them that what I was asking for was extremely reasonable (basically allowing me to return the router for a refund, since I had bought it under the assumption that I could remove the firmware later and it was clear that wasn't possible) but Verizon basically just said tough luck.
So I filed a complaint with the MD attorney-general office of consumer complaints, which started a mediation process. Basically a mediator called me and got some additional information and then sent a letter to Verizon corporate HQ explaining my complaint and asking Verizon to engage in mediation. I immediately started getting calls from Verizon's corporate relations team (which involved me going through all the stuff I had gone through before like trying different reset methods). At the end of the day, they ended up giving in and approving a refund (with the condition that I return the router to them, which is totally fair).
So my issue got resolved, albeit with a lot of frustration and wasted time on my part!
