Verizon FiOS Support of Orbi RBR** is Lame!

GetHuman-jbthorst's customer service issue with Verizon FiOS from September 2018

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The issue in GetHuman-jbthorst's own words
Was trying to update the firmware (FW) that the Netgear Genie app said was available. Update via the app failed, and was directed to logon to the Orbi device, which I did, and to check for the FW update there. Response was "Service unreachable." ... I purchased from Verizon an Orbi RBR** and RBS** router*satellite that I use in conjunction with my FiOS Quantum G**** router to provide WiFi in my house. During installation an app names Netgear Genie was installed... basically a "window" to what's going on with these expensive devices. So Netgear Genie tells me that there is a firmware (FW) upgrade for the Orbi RBR** (existing version *.*.*.***.*.*.*). I clicked on the install button in the Netgear Genie app, but the FW update (v*.*.*.**) failed. Netgear Genie then instructed me to logon to the Orbi RBR**, which I did, and to proceed to the ADVANCED tab*Administration*Firmware Update, and to click on "Check" button. I did that, but the Status column on the Firmware Update page said "Service unreachable." It would be nice to know why the "Service" was unreachable, and how Verizon proposes to enable me to install the FW update, likely manually. I would like Verizon to provide me with guidance on updating the FW.Thank you.
This was especially frustrating, because I expect Verizon to provide the kind of support that will keep us as customers for years to come... the Comcast Xfinity folks keep approaching us in the local Walmart... maybe we'll have to listen a bit closer to what they are offering!
Verizon needs to ensure that when there are FW updates posted by Netgear for the Orbi RBR** that Verizon sells, customers who've spent big bucks on the router receive a proper level of support.
We were among the first Verizon FiOS customers in our community several years ago.
I tried pulling out what little hair I have left, but that didn't work either!
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Verizon FiOS

Netgear Orbi RBR** purchased from Verizon
Customer service issue
Reported by GetHuman-jbthorst
Sep 19th, 2018 - 6 mons ago
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