Summary:
LB2120 - LB2120 in bridge mode loses connection every 24 hours, many people have this problem see here: https://bit.ly/2FWkOqi
Status:
Pending Agent Action
Communication History:

Online Comment
2018-12-03 03:13:11
LB2120 - LB2120 in bridge mode loses connection (amber LED) but doesn't reconnect automatically although its set to "reconnect automatically, always" https://bit.ly/2FWkOqi

Netgear Support
2018-12-04 01:33:19
Hello, Charles, Thank you for taking the time to contact us at NETGEAR Email support. Your LB2120 warranty details are as follows: •Purchase date: October 25, 2018 •Complimentary support (from purchase date): 90 days •Hardware warranty (from purchase date): 2 years For real time and faster resolution, you may contact us through our 24/7 Chat and phone support Hotline. We available experts to handle your case NOW! • Chat: https://www.netgear.com/support/contact.aspx • Hotline: 0344 875 4000 We also have other support options: • Self-help web articles: http://support.netgear.com/for_home/ • NETGEAR Forums: https://community.netgear.com/ Charles, I see that your device is missing registration information. In order for me to complete the registration, may I have you verify the name of the reseller/retailer you purchased the product from? Going back to your case, let me ask some questions to better assist you today: 1. Have you tried to power cycle or reset the unit to its Factory Default Settings? 2. May I know what LED are you referring that turned amber? 3. Have you tried to use other SIM? I'll look forward to your response. For additional information about your product, please visit http://support.netgear.com/product/ If the information provided did not help in resolving your issues, please log into https://my.netgear.com to respond to this email. Do not hesitate to reply anytime you want as we are available 24/7. Thank you for choosing NETGEAR. Have a great day! Regards, Mae Expert ID: 46553 NETGEAR Support Expert **Please be reminded that this case will auto close after 7 days of inactivity.

Online Comment
2018-12-05 02:57:35
It was bought from Amazon. I uploaded a proof of receipt. Yes I have tried a power cycle Yes I have tried the Factory Default Settings Yes I have tried resetting via the little button Have I used other SIMs? No, if you want to pay for one I am willing to. But other people have in the forum I link to below The power LED is amber when it fails It was bought as a failover device to keep our business online 24/7. Our ADSL internet was down for 3 days this week, this was its first real test and it failed miserably! It worked for about 10 hours. It is not fit for purpose and I want to RMA it. Unless you can solve it in the coming days. It is obviously a problem Netgear are ignoring and I encourage you to read about all the people who have the same problem here: https://community.netgear.com/t5/Mobile-Routers-Hotspots-Modems/LB2120-no-automatic-re-connect/m-p/1564448#M6000

Netgear Support
2018-12-06 01:56:08
Netgear Support
2018-12-08 04:15:50
Hello, Charles, Thank you for the response. May I know if the LB2120 runs the latest firmware? If not yet, please do update it. You may follow the steps below: NOTE: To avoid the risk of corrupting the firmware, do not interrupt the update. For example, do not turn off the modem. 1. Launch a web browser from a device that is connected to the modem. The device can be a computer that is directly connected to the modem or a client from a router that is connected to the modem. 2. In the address field of your browser, enter http://192.168.5.1. The limited Dashboard page displays. 3. If you did not select the Remember me check box when you logged in previously, enter the modem password in the Sign In field. See the modem label for the default password. 4. Click the Sign In button. The full Dashboard page displays. 5. Select Settings > General > Software and Reset. The Software and Reset page displays. To detect new firmware, the modem must be connected to the Internet. 6. In the Software Update section, click the Check for update button. The modem checks for new firmware.This process might take several seconds. If an update is available, the page adjusts to display the Start download button. 7. Click the Start download button. The firmware downloads.When the download is complete, the page adjusts to display the Start update button. 8. Click the Start update button. The modem installs the firmware. After the update, reset it to Factory Default Settings and set it up again then observe the connection after if it will still disconnect. Also, may I know what is your network topology? Should you need any help from us, please do not hesitate to contact us through Chat/ Phone/ Email. We are available 24/7. If you wish to contact our phone support department, just dial 1-888-6384327 or 1-888-NETGEAR. Thank you for choosing NETGEAR. Have a good one! Regards, Mae 46553 NETGEAR Support Expert

Online Comment
2018-12-10 03:08:01
There are no updates available for your device at this time. Please check again later. Last checked at: 12/10/18 10:55 AM ------------------------------------------------------------ Firmware Version:M18QW_v07.05.170721 App Version:NTG9X07W_13.05.02.00Web App Version:LBHDATA_03.03.103.165 Bootloader Version:Bootloader Ver: v1.0.0 Hardware Version:08 ------------------------------------------------------------- Topology: LB2120 (in bridge mode) > router (DHCP for the WAN) > LAN -------------------------------------------------------------- It is a firmware issue which needs to be rectified! The bug even occurs when the device is powered in bridge mode but with no Ethernet cable connected = after a number of hours the power LED turns amber, signal LEDs are still lit up and are all green! Have you looked at the forum I linked to????? In terms of phone support I am in the UK and therefore do not wish to phone a foreign number. I am happy with email support if you provide me with an email address. I can be contacted at: *******

Online Comment
2018-12-12 01:50:36
Where are we with this? I can point you to someone else with the same problem: Case #40785937 Either fix the firmware or arrange for the device to be RMA, it is useless it does not perform its job as a failover device!

Netgear Support
2018-12-12 02:38:36
Hello, Charles, I apologize for the late response and thank you for the information. Can you try to connect a computer wired to the LB2120 and observe the connection on the unit if the connection drops. Also, please do try to plug it in a different outlet and make sure that the power cable is properly plugged in. If still doesn't worked fine, we will activate an RMA. I'll look forward to your response. Regards, Mae 46553 NETGEAR Support Expert

Online Comment
2018-12-13 02:20:10
I have tried what you suggested. It still happens. You seem to be ignoring the fact that this is a problem happening to MANY people who have bought this device. Why don't you test it in house and see the error, it is so simply to reproduce! Just power on in bridge mode and leave it for a day and it will have diconnected! It needs a firmware fix please look at this thread: https://community.netgear.com/t5/Mobile-Routers-Hotspots-Modems/LB2120-no-automatic-re-connect/m-p/1675554#M7908

Online Comment
2018-12-13 02:21:23
Netgear just don't want to admit there is a problem with this device so here are some pasted 1 star reviews on amazon.co.uk of people with the same problem! --------------- Used as a 4G backup to a broadband line. I have had 2 of these units and they both have the same issue in that if they lose signal to 4G, they don't automatically re-connect, and you have to manually click on re-connect. This makes them totally useless for this application. I've now given up with both units and replaced them with another manufacturer's product which works flawlessly. Others on Netgear user forum have the same issue. Probably needs a firmware re-write. I would not recommend these units. --------------- I bought this to run as a failover device. Gave it a quick out the box test and it worked fine. It wasn't until a few months later that our Internet went down for a number of days. The device did not kick in! Quick power cycle and it was up and running. But then 20 or so hours later we had no Internet. Turns out the device loses connection even with great signal once a day and needs a power cycle to reconnect! There is a thread on Netgears website "LB2120: no automatic re-connect", seems its a firmware problem with no fix in sight. Be warned, the device is useless unless you want to use it for a short period! --------------- I really want to like this device but until you listen to the multiple complains on the forums, it is unusable. Amazon have agree to refund me based on my statuary rights that the item is not fit for purpose. So you have a few days, before I return it, to admit there is a fault and I can help you, or it is another lost customer. I have also suggested to others with this paperweight to sent them back for a refund.

Netgear Support
2018-12-14 03:13:50
Hello, Charles, I apologize for the inconvenience that it cost you. I have verified the issue and I can activate an RMA with this case. You may return it to store or if you want we can activate the RMA. Would it be the replacement from NETGEAR or you wanted to return it to store, Charles and get a new one there? I'll look forward hearing your response. Thank you for choosing NETGEAR. Have a good one! Regards, Mae 46553 NETGEAR Support Expert

Online Comment
2018-12-15 07:20:50
You have verified the issue. Does that mean someone at Netgear is working on a fix?

Netgear Support
2018-12-15 03:28:31
Hello, Charles, What I meant by verified is I have consulted the case and since the device is not working properly and based from its behavior, we can activate the RMA. There is no known issue logged here in our end. It could be a hardware issue so we are replacing it. Let me know if we will activate the RMA here or you would like to return it instead. Should you need any help from us, please do not hesitate to contact us through Chat/ Phone/ Email. We are available 24/7. Thank you for choosing NETGEAR. Have a good one! Regards, Mae 46553 NETGEAR Support Expert

Online Comment
2018-12-16 11:38:44
I will return it to amazon. I am very disappointed with the support provided by Netgear, seeing as this is a device we use at work along with many other Netgear networking devices, I doubt I will be purchasing any more. The support is poor, you say "There is no known issue logged here in our end" Isn't that the point of me opening a ticket to inform of you of the issue so there is one logged! I have also provided you with another ticket number of another user with the same issue. I have also pointed you to a Netgear Community Forum of 20 or so people who have reported this fault on the forum, but Netgear have not responded to the forums or acknowledged the thread. What you should be doing is verifying the behaviour by doing your own tests on a device, which I believe you have not done?

Netgear Support
2018-12-19 02:51:27
Hello, Charles, I do apologize for the inconvenience that this caused you. It is true that there is no log case here in our end. but if the replacement unit has the same issue, then we can replicate the case. Again, I apologize for the inconvenience, Charles. Should you need any help from us, please do not hesitate to contact us through Chat/ Phone/ Email. We are available 24/7. Thank you for choosing NETGEAR. Have a good one! Regards, Mae 46553 NETGEAR Support Expert

Online Comment
2018-12-21 02:03:33
I do not like that you have marked this case as solved! it is far from it!