When the Orbi 960 shows no internet, the fault is usually between the modem and the router, not in the satellites. Check the router's light: NETGEAR Orbi routers show a white light when connected and magenta when there is no internet. Restart the modem first, wait for it to be fully online, then restart the router, then the satellites, in that order.
The checks in more detail
Make sure the modem is connected to the router's internet port, which on the 960 is the multi-gig port, with a good cable. Log in to orbilogin.com and look at the Internet status; if it shows an address, the router has internet and the problem is downstream. If your provider requires a login or a specific setting such as a VLAN tag, the router needs it. A recent firmware update can disturb the settings, as owners reported, so check the settings and the firmware.
A factory reset and a new setup restores a fresh configuration. If the modem works when connected to a computer directly, the router is at fault. If not, the provider is. If you changed providers or modem recently, the router may be holding on to the old modem's address, and restarting both while leaving the modem unplugged for a few minutes lets it get a new lease.
Some providers register the router's hardware address, so a new router needs the provider to update it, which a call to support does in minutes. Check the date and time on the router in orbilogin.com, because a wrong clock can break the connection to a provider that uses secure login, and NETGEAR's time setting should sync automatically with a time server. If the time is wrong, set the server or time zone and restart the router.
Differential
Likely causes of “NETGEAR Orbi 960 Series mesh has Wi-Fi but no internet”, and how to tell them apart
- 1
A modem that needs a restart
What separates it The router shows magenta
How to confirm Restart the modem, then the router
- 2
A cable or port fault
What separates it No link on the internet port
How to confirm Reseat or replace the cable
- 3
Provider settings missing
What separates it The router cannot log in
How to confirm Enter the provider's required settings
- 4
A firmware change
What separates it Internet stopped after an update
How to confirm Check the settings and the firmware
- 5
A provider outage
What separates it The modem works nowhere
How to confirm Contact the provider
Before you touch a setting
Record this first — changing settings destroys the evidence
- The router's light color
- Whether the modem works on a computer directly
- The Internet status in orbilogin.com
- Whether it began after an update
Try in this order
0 of 8 completedLook at the router's light
ReversibleWhite means connected; magenta means no internet.
Restart modem, router, satellites
ReversibleIn that order.
Check the cable
ReversibleFrom the modem to the internet port.
Check Internet status
ReversibleIn orbilogin.com.
Test the modem on a computer
ReversibleTo isolate the fault.
Reset and set up again
ReversibleAs a last step.
Leave the modem off for several minutes
ReversibleSo the provider releases the old address, then power it up.
Ask the provider about a registered hardware address
ReversibleSome providers need the new router's address registered.
Model-specific
What is true of this model and not of its siblings
- Light colors
- The router's light tells you the state.
- Order
- The modem must come up first.
- Address leases
- A modem holds an address for some time.
- Registered addresses
- Providers may bind to the router's address.
Stop boundary
When this stops being a self-service repair
- !If the modem works directly and the router never connects, contact NETGEAR support
- !If the modem fails everywhere, contact the provider
- !Note the firmware version
Evidence ledger
Sources behind this answer
Exact questions
Common questions
What does a magenta light mean?+
No internet connection.
In what order do I restart?+
Modem, router, satellites.
Which port does the modem use?+
The router's internet port.
Will a reset help?+
Sometimes.
Why is there no internet after a new modem?+
The old lease may need to expire.
Does my provider need the router's address?+
Some do.