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TedsNotHere's avatar
TedsNotHere
Aspirant
Sep 20, 2021

Armor Security - 1 Year

Hello, I just installed the RBK753s from Costco.  I ran into trouble with first install and had to factory reset Orbi router & sattalites.  The Orbi from Costco comes with a 1 year subscription to Armor Security - 1 Year.   The issue is that the router and orbi app wont recognize the 1 year subscription.   When I log into MyNetGear with same account I can see that I have  1 year of subscription and can also it in Orbi ios app under Support/Contracts.  The Serial # match but the Orbi Tile for Security just shows a message "Activate Trail" but that doesn't even work when I click it... I get a popup error saying "Failed to Subscribe".

 

I've been online chat with NG and they couldn't figure it out and told me to go back to Costco which I've done but they can't can't help me at the store level or the Costco Concierge Service.

 

Side Note: why does the Orbi app have the model # as RBR750 but the box from Costco says RBK753s?  Even this forum help form Model section doesn't seem to recognize the RBR750 or RBK753s models???

 

I really don't want to have to take back to Costco just for this issue.  Now that the Firmware has been updated to v4.6.3.16_2.0.51 and the system is running smoothly.

 

Thanks for any ideas or help.

 

3 Replies

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  • Blanca_O's avatar
    Blanca_O
    NETGEAR Employee Retired
    Sep 21, 2021

    Hi TedsNotHere

     

    Please send me a private message with the following information: 

     

    Name

    Email address

    Device Serial number

    Support case number

     

    Regards,
    Blanca
    Community Team

  • plemans's avatar
    plemans
    Guru
    Sep 20, 2021

    A couple things. 

    1. have you tried contacting bitdefender? Armor is powered by bitdefender and sometimes their help is faster. 

    https://www.bitdefender.com/consumer/support/product/91595/

    2. In terms of model numbers. the whole kit is RBK753S. this includes

    The K stands for kit
    RBR750--router

    RBS750--Satellites x2

    Overall there are 3x devices hence the 3 (753)

    S-stands for the armor security aspect of it. Some versions are sold with armor inluded for a set period of time. not all include armor

     

    Sometimes the mods help out with armor issues

    ChristineT DarrenM