Orbi setup shows "No intertet connection"

[Nov-Ange-Lion]

Dear Netgear communities

I just bought my first Orbi unit today and having difficulties with internet connection. I basically followed all instructions on the App, and when I gets to the last step for "Checking Internet Connection" it keeps failing. 

Here is my devices and setup:

Router: Orbi RBk352

Modem: Nighthawk AC1900

I have been using the Nighthawk for 5 years and it works fine. Not sure is because the connection/ setup on Nighthawk is wrong.

I just use ethernet cable to connect Orbi and Nighthawk, and I am still able to use internet with the Nighthawk at the moment. Shall I change the Nighthawk into modem only function first?

[plemans · Accepted solution]

Your AC1900 modem? Put it in modem only modem. Not modem/router mode. 

otherwise you're in a double nat. 

Or you can put the orbi in access point mode (can only be done through the browser, not the app). 

A double nat happens when you cascade more than 1 router.
https://kb.netgear.com/30186/What-is-Double-NAT

[plemans · Accepted solution]

Your AC1900 modem? Put it in modem only modem. Not modem/router mode. 

otherwise you're in a double nat. 

Or you can put the orbi in access point mode (can only be done through the browser, not the app). 

A double nat happens when you cascade more than 1 router.
https://kb.netgear.com/30186/What-is-Double-NAT

[michaelkenward]

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@Nov-Ange-Lion wrote:

Modem: Nighthawk AC1900

Which one?

AC1900 is not a reliable guide to model number. Many devices come with an AC tag, but it is essentially a label that Netgear, and other brands, attach to hardware to describe Wi-Fi speeds.

Look at the label on the device for the model number.

[KevinLiT]

Hello Nov-Ange-Lion,

Welcome to the NETGEAR Community!

I understand that you are having issues with the initial setup of your new RBR352. 

Please navigate to the link below for a video to assist you with your initial Orbi Mesh System setup:

How to Set Up Orbi With the Orbi App | NETGEAR - Bing video

Best,

Kevin

Community Team