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Forum Discussion
RBK853 Won't Connect to ISP After SSID & PW Change
Just upgraded from RBK40 to RBK853. NEVER had issues w/ RBK40 - only upgraded since # of devices increased over years and the need for additional coverage. Disconnected RBK40 and followed app to install RBR850. I was able to connect to the internet using my cell and laptop, but as soon as I changed the SSID and PW to what it was in my old setup, I was no longer able to connect to the internet. I’m pretty sure ~30 of my 50+ devices connected at this point. FW was V4 and said no upgrades. I ended up trying to reinstall a few times, both automatically and manually and even reset the RBR a couple times to no avail. Even cleared cache and data from app. Contacted NG and opened a case. They confirmed the aforementioned after repeating what I did and escaladed to next level. That level had me connect to the RBSs and manually upgrade the FW to V7 in the RBSs then RBR. The FW versions are all the same. Still no connection to internet for laptop and cell after SSID and PW changed. They had me connect my laptop directly to the RBR and I don't think they were happy w/ the outcome (this is all over my head and I don't recall what she was looking for. I just know I connected to 3 of the 4 ports before we moved on). After 5 resets between me, the first tech, and next level I still cannot connect to the internet once the SSID and PW is changed to EXACTLY what it was in the original setup. However all, or nearly all devices, did automatically connect. Some additional guidance was received from Level 2 before the tech had to punt. (Both techs had me try to install via the web interface (192.168.1.1.) and the app.) She said she would escalate to the next, highest tier and they’d get back to me w/in 24hrs. We took a bunch of screen shots and uploaded them to the case. After just over 3 hrs on the phone I’m surprised they couldn’t get me connected. She even said she had a 100% success rate, LOL! Anyway, hoping the experts can provide some guidance before I start nagging them in a few hours. In my forum searches I saw the following questions asked of the OP. Here’s my intel. Thanks!
What Firmware version is currently loaded? V7.2.6.21 and RBS x 2 were updated before RBR.
What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too? Xfinity Cable @ > 1Mbs & customer owned NG CM1200 Nighthawk Modem
Be sure your using a good quality LAN cable between the modem and router. CAT6A STP is recommended. Using 5e that came with kit and 5e that was used w/ original kit. Will upgrade once working.
What is the size of your home? 3200sqft
What is the distance between the router and satellite(s)? Tried from 10-30ft.
8 Replies
donellyd wrote:
(Both techs had me try to install via the web interface (192.168.1.1.) and the app.)
When connected to the web interface, does the Orbi report that the Internet connection is "Good"?
(This appears on the home page.)
All those other devices that connected to WiFi. Do they appear to have internet connection? i.e. they do whatever it is that they are supposed to do?
Are the Armor or Smart Parental Controls (SPC) features enabled on this system?
If not, can you open the web interface Advanced Tab, Security Menu, Access Control and verify that the laptop and iPhone are:
- Shown in the first table as connected, and
- Described as "Allowed"?
Is Access Control shown as enabled or disabled?
IF all other devices are working and connecting to the system after you changed, seems like something on your laptop and cell phone need to be looked at.
Something to contact the Mfr of the laptop and cell phone about regarding there products.What is the brand and model# of the laptop and cel phone?
For the cell phone, Be sure to disable any MAC Address randomizers on phones and pads while at home:
https://community.netgear.com/t5/Orbi-App/NETGEAR-Mobile-Applications-and-Apple-Devices-FAQ/td-p/2220016/jump-to/first-unread-messageBe sure to remove or forget the connection profile with in the networking settings, then try to reconnect to the changed SSID name and PW.
For the laptop, be sure to update any ethernet or wifi adapter drivers from the adapter's Mfr.
Be sure to remove or forget the connection with in the networking settings, then try to reconnect to the changed SSID name and PW. For ethernet connections, swap LAN cables. CAT6 is recommended.
Thanks for the help CrimpOn FURRYe38 . All your suggestions for checking were confirmed. I have a Samsung S22+ cell and Lenovo T14 laptop.
- When connected to the web interface, does the Orbi report that the Internet connection is "Good"? Yes
- All those other devices that connected to WiFi. Do they appear to have internet connection? i.e. they do whatever it is that they are supposed to do? They have a connection and didn't confirm they're doing what they're supposed to be doing. Probably are.
- Are the Armor or Smart Parental Controls (SPC) features enabled on this system? Tried both.
- If not, can you open the web interface Advanced Tab, Security Menu, Access Control and verify that the laptop and iPhone are Shown in the first table as connected, and Described as "Allowed"? Yes
- Is Access Control shown as enabled or disabled? Enabled if I recall correctly.
After being on the phone last night w/ NG Level 2 for a couple hours, and remote accessing the PC while checking a bunch of things, they said there is a problem w/ the router and the set should be exchanged. They could escalate to Engineering but thought a swap would be best, and if there was still a problem w/ set 2 then they would go to Engineering. We ended up getting my primary SSID/PW to work for the guest NW, but never as the primary. Always indicated No Internet, Secured. Turns out other laptops and cells couldn't connect to the primary SSID, just the IoTs. Even flashed the router a second time to no avail. I hate to send the set back since I got it on a pretty good black Friday sale and there are no exchanges as it was refurbished.
I would have asked for a cross shipping RMA. Have them send you out a kit set and then test the RMA out, if it works, the send the broke system back to NG. If the RMA doesn't work then have support help you capture debug logs.
