New Orbi Router installed, Camera's won't Connect

[TourBusGuy]

I have 3 Q Plus  camera's that have been working very well. Since my WiFi signal was weak getting to the farthest camera, I purchased a new Orbi RBK53 to increase the signal strength. The router is working fine, but I can't get any of my camera's to connect. I go thru all the setup & it times out & says you are not connected to the internet. I know the signal is working great because I connected to it with my laptop. I even tried using a paper clip in the little hole to reset it. Any ideas??

                              Thanks for any help you can provide.....

[jguerdat]

I've had issues trying to connect to the high 5GHz band (triple-digit channels in the 150 area).  The lower band (double-digit channels around 40) will connect fine.  Have you tried the 2.4GHz band?  That's always worked for me.

ALso, if you're on one frequency (2.4 or 5GHz) but trying to connect the camera to the other band, it doesn't always seem to want to work. However, it actually does eventually.  Try using a wired computer or be on the same frequency band as what you want to use for the camera (i.e. both phone and camera on the same 2.4 or 5GHz band/SSID).

[TourBusGuy]

OK, I completely reset the Orbi, went through the entire setup again twice. I cannot figure how to find the separate setting for 2.4 & 5ghz. It seems it might switch automatically. I did find the drop down menu that had all the numbers to select but have no idea what is what. First time I have messed with any router settings, totally confused as what I'm doing. The speed the Orbi is putting out is great. When i had the Netgear R8000, the cameras hooked right on. I thought the Orbi would be the same way. When you say try a wired computer, do you mean running an ethernet wire to the camera first, then trying wireless? Thanks for your advice. I'm not ready to throw in the towel just yet. I have to go away for a few days, hoping the cameras will record to the SD card while I'm gone......

[jguerdat]

For using 2.4 vs. 5GHz bands, that's a choice with the camera, choosing the SSID for that band.  It sounds like you have the router set for Smart Connect, where the router uses one SSID/passphrase for both bands.  Turning that off, if possible, may be useful.  I don't have an Orbi so can't step you through the steps.  Maybe someone else can jump in?

[TourBusGuy]

Back from a trip.....I can't seem to find the Smart Connect button. You are right it is using the same SSID for both bands. My R8000 sent out the 2.4 & 5 separately so you could log on to either band. I may have to get a hold of Netgear support. I am baffled why the cameras are not connecting....I appreciate your help!!

[jguerdat]

@TomMac, any suggestions? Does the Orbi have the ability to enable/disable Smart Connect (where both the 2.4 and 5GHz bands use the same SSID and passphrase)? Any thoughts on a Q being able to connect to an Orbi?

Have you tried setting up the Q from a wired computer so what band a device is on simply isn't an issue?

[TourBusGuy]

Sure did. Ran the wire straight from my DSL modem first, nothing happened. then ran the wire to the switch that is connected to the Orbi. I sent a email to Netgear support. Waiting to see what they advise. Just curious, would it be possible to hook my R8000 back up & use the Orbi for an extender in some way. I only switched to the Orbi because the R8000 signal was barely getting out to my carport where I have one of the Q+ mounted.

                                  Thanks so much for your help....

[TomMac]

Been running the Orbi50 for a while now... have never used Smart connect, not sure it has it ( maybe )

But there has never been an issue hooking the Q cam into the Orbi.

I use the  regular ssid and password just as with any router and let the Q pick which band it sits on. ( also which unit as I move it now and then )

The way to check where the Q is sitting is from logging into the main Orbi and seeing attached devices. It will show what unit and band it is on.

If he wants to steer it to one unit or another there is an option in advanced/setting/ wireless for power levels on each band, thats about it.

[TourBusGuy · Accepted solution]

OK guys, finally got things going for the most part. First of all, getting phone tech support when you are a tourbus driver and not home alot was a bit of a challenge. The first call I received was from a gentleman named Ford. He was a Arlo camera specialist and spent a few hours with me trying to get my Q Plus cameras connected to my Orbi. When all attempts failed, he determined that the issue was with the Orbi. I then set up another call back time several days later with him. He was prompt in calling me at my set up time. He then switched me over to one of the router techs. I forgot this gentlemans name, but he finally had to completely reset my Orbi back to factory specs. We then went through the setup together and got that issue resolved. He then stayed on the line, which he didn't have to, while I was able to get 2 of the Q Plus cameras connected. I tried several times to get camera 3 connected to no avail. Mr Ford followed up with a call immediately & tried to help with camera 3. I think he is going to get my camera replaced as I reset it many times & it still doesn't connect to the WiFi. He is going to call me back tomorrow afternoon to verify that I am unable to get it to work and set up a return for another camera.

I will say that I was discouraged with the situation & ready to box eveything up & return it and try another brand router & WiFi cameras. No that I have the Orbi running, it's putting out an amazing signal! I plan on buying another 3 Q Plus cameras, as Netgear offered me a special price of $5 a month for 30 days of cloud storage with up to 10 cameras.

I read alot of complaints about the Netgear tech support. All I can say is that they stayed right with me every step of the way so far. Absolutely very polite & professional. Maybe I was lucky who I connected with. 

I personally want to thank you guys for trying to help me resolve the issues I was having. 

                                                  Thank you kindly!!