Orbi WiFi 7 RBE973
Reply

Re: Orbi RBR850 Extremely high wifi ping/latency

BenZvan
Tutor

Re: Orbi RBR850 Extremely high wifi ping/latency

Yea. They won't let me return it because the power light is green therefore the hardware is 100% ok.

Message 26 of 54
FURRYe38
Guru

Re: Orbi RBR850 Extremely high wifi ping/latency

Did you purchase it from NG direct? 

Message 27 of 54
BenZvan
Tutor

Re: Orbi RBR850 Extremely high wifi ping/latency

I did, yes. I'm going through the "extended warrenty" process to see if they can fix it.

Message 28 of 54
FURRYe38
Guru

Re: Orbi RBR850 Extremely high wifi ping/latency

Ok, keep us posted. If you can't seem to get any help or it's not working going thru support, please reach out to a forum moderator for there help.

@Blanca_O @DarrenM 

Message 29 of 54
BenZvan
Tutor

Re: Orbi RBR850 Extremely high wifi ping/latency

I just spent almost 2 hours on a call with netgear's paid support team. They had me do yet another factory reset and the end result was that I need to buy a replacement. They said that since the warranty is expired even though I opened my original ticket before the warranty expired, Netgear is not willing to honor my warranty. I asked to be escalated to someone who could override it and was told I would get the same answer.

Message 30 of 54
BenZvan
Tutor

Re: Orbi RBR850 Extremely high wifi ping/latency

Notes from the gearhead support conversation:

* They wanted me to adjust implicit beam forming but I don't have that option on my router so we skipped it

* They said I should be getting hundreds of Mbps on a 900Mbps service. I think 802.11n is llimited to 3-400Mbps and the best I saw during testing was 120Mbps which would be totally acceptable if it was reliable and not high latency.

* They asked me to bring all my sattelites into the same room but also keep them 15' apart, which is a challenge for most people but my office is just large enough

* One test we did was with the RBR factory reset and connected only to power and the CB1200 and the sattelites both on wireless backhaul, basically the platonic ideal of a simple network setup. Same problems. Wifi rate was reasonable but ping was multiple seconds.

* I am astounded at how much advertising my router gave me just setting it up after a factory reset. I don't want armor and I don't want nannyware.

 

Message 31 of 54
BenZvan
Tutor

Re: Orbi RBR850 Extremely high wifi ping/latency

I've searched the community but I guess I need help on how to reach out to a moderator.

Message 32 of 54
FURRYe38
Guru

Re: Orbi RBR850 Extremely high wifi ping/latency

Select on the moderator names I tagged and it will open up there profiles. Select Send message in there profiles. 

Message 33 of 54
MNChuck
Tutor

Re: Orbi RBR850 Extremely high wifi ping/latency

BenZvan -

I have the Netgear Orbi 753 system and have issues with it similar to what others have reported on this forum.  I am patiently waiting for a firmware update that hopefully solves these problems and trying to keep up on the status of a fix by monitoring this forum. 

I am astounded at the poor customer service position that Netgear has taken in your case in not honoring the warranty on their product even though you flagged an issue with it to them while the product was under warranty.  This unfortunately pretty much fits the overall impression I have of Netgear from experiencing my own problems with the Orbi system and from reading the experiences of others in dealing with Netgear.  They clearly are selling a defective product/system and are failing to stand behind it.  

I would contact the Attorney General for your state and let them know that Netgear is failing to honor their warranty and ask for help in escalating your issue.  Let Netgear know you are taking this action - it might get their attention.

I have purchased Netgear products for many years and as a result of the really terrible experience I have had with the Orbi system I will probably not purchase any Netgear products in the future as many others on this forum have also indicated.  

MNChuck

Message 34 of 54
BenZvan
Tutor

Re: Orbi RBR850 Extremely high wifi ping/latency

Oh geez. I didn't even see the tags. They blended into your signature in my brain. Thanks.

Message 35 of 54
FURRYe38
Guru

Re: Orbi RBR850 Extremely high wifi ping/latency

Smiley Tongue

Message 36 of 54
FURRYe38
Guru

Re: Orbi RBR850 Extremely high wifi ping/latency

Message 37 of 54
BenZvan
Tutor

Re: Orbi RBR850 Extremely high wifi ping/latency

I'll give it a shot. Support kept saying they wanted me on v4.6.5.14 but never gave me a path to upgrade. No download link or anything.

Message 38 of 54
BenZvan
Tutor

Re: Orbi RBR850 Extremely high wifi ping/latency

Nope. If anything it's worse. I uploaded the new firmware, did a full reset, and went back through the setup again (happy to note it found my wired satellites extremely quickly).

 

Speed reported by Orbi router: 117Mbps

Speed reported by laptop and phone via Orbi WiFi: 4Mbps

Speed reported by laptop via wired connection to Orbi: 927Mbps

 

Wifi ping time to router: 600ms

Wired ping time to router: 0.6ms

Message 39 of 54
FURRYe38
Guru

Re: Orbi RBR850 Extremely high wifi ping/latency

Ok. Id keep working with support. Ask them about any RMA options.

Possible the RBR is just faulty...

Message 40 of 54
BenZvan
Tutor

Re: Orbi RBR850 Extremely high wifi ping/latency

They told me last time they won't honor my warranty even though I started a return before my warranty expired. The return people told me the router is fine because the power light is green and the paid support people told me I have to buy a new router.

Message 41 of 54
FURRYe38
Guru

Re: Orbi RBR850 Extremely high wifi ping/latency

Please reach out to a forum moderator and see what options are avaialble and explain the situation to them.

@Blanca_O @ErnestTheGreat @DarrenM 

Message 42 of 54
BenZvan
Tutor

Re: Orbi RBR850 Extremely high wifi ping/latency

I reached out to one last week and got no response. Perhaps they are on vacation. I will reach out to another.

Message 43 of 54
BenZvan
Tutor

Re: Orbi RBR850 Extremely high wifi ping/latency

i have reached out to all three of the mods you mentioned over the last 3 weeks and received no response. Unless you have other suggestions or some special access to get their attention, I think I've reached the end of my options.

Message 44 of 54
FURRYe38
Guru

Re: Orbi RBR850 Extremely high wifi ping/latency

Last resort would be to try this:

https://community.netgear.com/t5/Orbi-WiFi-6-AX-and-WiFi-6E-AXE/RBK-8-Series-Only-Unofficial-v4-6-6-...

 

If not, you'll need to return the Orbi system and find something else. 

 

Message 45 of 54
BenZvan
Tutor

Re: Orbi RBR850 Extremely high wifi ping/latency

Hmm…not sure how I feel about downloading from a wordpress site, but if the router only accepts signed code, I guess it's probably fine.

 

Reminder: I cannot return the orbi system as netgear refuses to honor my warranty, so it's this or the dumpster.

Message 46 of 54
FURRYe38
Guru

Re: Orbi RBR850 Extremely high wifi ping/latency

Ya I know, it's not officially released by NG however seems to be given to a user who called NG support. 

I loaded it on mine and seems to be working fine...

 

Here a ping test I did with my wired PC connected to a ASUS GT-AX11000 router in wireless client bridge mode connected to my RBR on 5Ghz AX mode:

ping -t 192.168.0.1

Pinging 192.168.0.1 with 32 bytes of data:
Reply from 192.168.0.1: bytes=32 time=6ms TTL=64
Reply from 192.168.0.1: bytes=32 time=2ms TTL=64
Reply from 192.168.0.1: bytes=32 time=2ms TTL=64
Reply from 192.168.0.1: bytes=32 time=2ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64
Reply from 192.168.0.1: bytes=32 time=7ms TTL=64
Reply from 192.168.0.1: bytes=32 time=4ms TTL=64
Reply from 192.168.0.1: bytes=32 time=5ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64
Reply from 192.168.0.1: bytes=32 time=4ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64
Reply from 192.168.0.1: bytes=32 time=5ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64
Reply from 192.168.0.1: bytes=32 time=4ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64
Reply from 192.168.0.1: bytes=32 time=4ms TTL=64
Reply from 192.168.0.1: bytes=32 time=2ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64
Reply from 192.168.0.1: bytes=32 time=6ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64
Reply from 192.168.0.1: bytes=32 time=2ms TTL=64
Reply from 192.168.0.1: bytes=32 time=2ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64
Reply from 192.168.0.1: bytes=32 time=2ms TTL=64
Reply from 192.168.0.1: bytes=32 time=6ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64
Reply from 192.168.0.1: bytes=32 time=8ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64
Reply from 192.168.0.1: bytes=32 time=2ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64
Reply from 192.168.0.1: bytes=32 time=3ms TTL=64

Ping statistics for 192.168.0.1:
Packets: Sent = 47, Received = 47, Lost = 0 (
Approximate round trip times in milli-seconds:
Minimum = 2ms, Maximum = 8ms, Average = 3ms

 

 

Message 47 of 54
BenZvan
Tutor

Re: Orbi RBR850 Extremely high wifi ping/latency

I'll let you know how it goes.

Message 48 of 54
BenZvan
Tutor

Re: Orbi RBR850 Extremely high wifi ping/latency

Updated the firmware on everything and I'm waiting for the real verdict. I had awful performance right after the 3rd firmware update but rebooted the router again and it got better but that could just mean another device got the bad connection. The bad connections seem to wander from device to device, so we'll see how it goes over the next few days. 🤞🏻

Message 49 of 54
FURRYe38
Guru

Re: Orbi RBR850 Extremely high wifi ping/latency

I would test with the RBS off and get a base line with the RBR alone. Then try with the RBS ON.

👍

Message 50 of 54
Top Contributors
Discussion stats
  • 53 replies
  • 9016 views
  • 1 kudo
  • 4 in conversation
Announcements

Orbi 770 Series