Netgear

I feel sick after trying to get some basic help from this company all day with no luck.

WORST CUSTOMER SERVICE EVER! ~ basically their business model seems to be to provide products that don't work well and then charge you subscription to customer service! Ridiculous and annoying scammers.

They lost a customer for life today simply by refusing to help with a simple question without me paying for help. Never buying from Netgear again and DO NOT RECOMMEND.

Being a retired System Engineer I must say that Netgear has the worst support I have ever had. First of all technical support is Level 0 and they pretty much read from a script. They ask you the same questions numerous times without listening to what you said. When you purchase a Netgear product you are pretty much on your own. Better off purchasing from Amazon because at least you can send the product back for an exchange or credit.

I spend hours for two days with an extension problem and finally after two hours with support did determined that the extensor was defective due to it overheating. I was told that another department would send me an email to get a replacement and after six hours and three calls to customer service was told that that department was not answering its phone so they would send a third email. Customer service initially said the email would arrive within two hours then within minutes.

Netgear is super efficient at collecting money for every single device technical contract (cable modem, router and extender) but stonewalls when a replacement is needed. No wonder they have such a low overall rating. And their system seems to have a frequent breakdown rate compared to other systems I have had in the past.

Poor customer service and product overheats frequently and they won't send a replacement had less than 6 months.

Good product but a little complicated to install it. On line support is effective but they have to improve simple automatic processes to support end users for initial install or updates of the product.
I didn't success to install firmware update

According to net gear in order for their routers to work you have to purchase security. So reluctantly I did only to find out there's no record of my payment even thought I have an Invoice but no security, sent screen shots of invoice phone logs and dates still nothing Very disappointed, had to switch to a whole different router. Big Headache

Ridiculous that support ends after 60 days unless you pay.

I have an orbi mesh system and it worked great until a couple months ago. Can't get support without paying for a subscription. Can't figure out how to get my money back.

Waste of money.

Purchased a Netgear mesh wi-fi extender in October 2022 at Best Buy. The device failed in April of 2023 as verified by onsite visit from AT&T tech. Due to needing an extender in my residence, I replaced it immediately with another model extender and contacted Best Buy for refund and they said I had to call Netgear for a refund or replacement. When I called Netgear customer support number, at first they said I had to contact the "3rd party seller". When I said Best Buy said I had to contact them, I was then transferred two times to 3 different "support personnel", placed on hold multiple times for extended periods, given 2 different case numbers, and had to explain repeatedly what the program was (the device failed, how hard is that to understand). I am not racist, but just trying to understand the persons I talked to because they are in India and it was difficult due to "accent differences". I am still on hold... Now they want me to do "testing" on the device - which is in the box because I have already replaced it and I refuse to disconnect that, reconnect theirs, do any testing.I actually believe now that this is a deliberate attempt on Netgear's part to dissuade people from returning devices for replacement (because they don't refund the purchase price, only replace or "fix and return". Absolutely the worst tech support I have ever dealt with in 40 years. The last person who they transferred me to (the 3rd transfer) was supposedly a Supervisor (which I doubt) which didn't yield any better result. I have now given up. Never Again Netgear (NAN) is now the motto of the day!

This morning I am trying to change the password for my Netgear system. Twice they sent me codes that didn't work. When I tried sending me a one time pass code they wouldn't do it.
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I've been really working hard on this so they want me to wait an hour before I do anything else.
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I've tried calling them numerous times and I keep getting the same person in some other country. It's amazing that I am dealing with an international company but they seem to have only one person working the phones. Anyway, he didn't know what he was doing.
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So if you're looking for a good router system with good customer service, keep looking.

We purchased a router system for our home. Comcast came out to help us and they were unable to connect our system and said it was a faulty router. When we called Netgear they insisted it wasn't their product, but were also unable to connect to the internet. When we asked for a refund, they said they couldn't refund the system and told us we had to actually pay more to exchange for a non-faulty system. They sent multiple faulty links, had many hang ups, and were overall not helpful in resolving this situation. I don't recommend any of their products.

Buyer beware of Netgear Products because they don't stand behind what they sale. They won't even try to run a test on their end to see what the problem may be until you buy a "warranty plan" if over 90 days of purchase. I'm so disappointed that I couldn't get an answer so I won't be buying any of their products going forward.

Seriously, I just asked if it was possible for them to run a speed test on my router from their end. They wouldn't even entertain my question unless I purchased the warranty.

400mbps coming in from internet provider and 78 coming out of Netgear router. Something's not right.

My Netgear router started losing the Internet 2 months ago. On 9/3/21 a flummoxed techie in India (rooster crowing) had me override Norton and enter unsafe screens during a 90-minute call (I got a remote Norton security sweep after). At the end of the call and AFTER the fix, I bought an optional 1-yr Netgear contract for $49.99. On 9/3/21 I emailed Netgear to cancel the contract within the 10-day period. On 9/12 and 13 I called to cancel, and each rep assured me I'd get a refund. However on 9/15 Netgear informed me that I would NOT get a refund because I used the contract to get help on 9/3. What? Based on reviews everywhere, this is just one more example of Netgear's sleaze and unprofessionalism.

They don't refund only repair. Router would only work either on computer or phone but not together. The cable company could not connect it either. Had to buy cable company modem/wifi. Stuck with 100.00 router. Will never buy from this company again.

My Nighthawk Router Modem Combo stopped working, so I called Netgear Support. The agent told me that if she was able to successfully get the unit working, I would be charged for a service plan ($139.99) but that I would NOT be charged if it was not operational while on the call. She charged my credit card before hanging up, saying it was going to work as soon as it finished re-booting. It did not. The unit was dead after less than two years. I called back and requested a refund. The associate said he would process it but it might take several days to appear on my credit card statement. After two weeks, I called back and explained the situation. Netgear is refusing the refund. They lied and defrauded me out of $139.99 Please don't support this company!

Very rude customer service, they not helpful and they hungup on there customers, they don't honor wat they say and you have to wait so long on the phone and you get someone that wont help and you won't understand him
Hope management look for this other wise the company will go down

Spoke to 4 tech reps. First, one couldn't understand. The second rep did not understand the problem, the third rep said the problem was corrected, but it wasn't, and the fourth rep said she would call back and never did. I purchased a 2-year support contract and just canceled it. This company has terrible tech support from knowledge and communication skills.

Netgear Orbi installed, blocking some web sites, unable to unblock the web sites, customer service does know know the product, was supposed to call me back never called back, multiple calls to different service people their phone system kept cutting out, Do Not Buy From This Company

I updated the WNDR4300 router firmware to V1. 02. 104 yesterday and now I am unable to log in to Netgear Genie ios app. I posted on Netgear community forum but no solution. I am able to log in to website and Genie desktop for windows 10. Seems to me there is a bug with ios app. I have been thinking of purchasing a new router since I've had this one for over 5 years but it will NOT be a Netgear. I've been unhappy with their customer support from the very beginning.

I finally did get my printer to work, so all was good! For a couple of days. I woke Sunday and my WiFi was gone. After some checking, I verified the internet service was fine, but my WiFi was completely gone. I had to start from scratch and reinstall the Orbing. I discovered that the Orbi will only recognize the default WiFi that comes with the device. I had to add my network as a guest network, instead of the primary network. Which is irritating, because I assume that many purchaser of this product received the same Network Name, and password - but for now I'm just happy to have WiFi back. I had to install my WiFi printer using their default info, too. This experience has made me realize why I ought to continue to hard wire my primary devices. WiFi is too unpredictable.

In an attempt to proceed to the problem area. Bought new netgear router. Had to wait to install it as there was a problem with Internet changeover. Installed the router. Could not login with the predetermined admin and password. Changed the password using word processor cut and paste to be sure it is correct. After about four hours attempting to get router installed with no success. Called Netgear support asking for help told them I bought this about a month to forty five days ago. The first thing out of their mouth was you are out of warranty. After some time finally they attempted to help but with reticence.
Tech I was speaking to was getting stressed as she began hurrying me. The problem was we could not access the Genie which is supposed to help in the setup process. It would not take the password I cut from word processor and pasted into the netgear software. After about an hour she asked if I had another computer which I went and got. We had attempted to get the password into the router with three different browsers and nothing worked. Finally I told her I had an Ipad and she asked me to get it which I did. Same exact thing. She then asked to accelerate this to a higher tech at a cost. I inquired about the cost, and finally I said so what you are telling me is not only do I have to purchase the router but I also am going to have to pay for the installation. I explained to her that was unrealistic. After several other attempts it remained only nothing could enter the correct password. I did tell her that if I had to pay customer support for something I have successfully completed over the last twenty five years. That I did not want their product and I would have the store return it to them and share this fun I was not having.

I bought a new router from Netgear. I had trouble with it blocking me from getting online. It was connected but would not allow me online either thru wireless or Ethernet. I called as I was within the three month help for free time period. Each time I had to go in and change multiple settings. Every employee I spoke with (some very hard to understand as they obviously outsource this portion to another country and use ore fabricated responses which are not helpful) assured me it was fixed. It still is not fixed. The last time I called, rather than saying they will check back in on the problem, etc the service person tried to sell me an expensive contact to extend the service time. Why would I want to spend my money on something like that when I had a free month left? So that left me feeling like they were trying to take advantage of me. So to sum up, product doesn't work like it should ( cable internet has been checked and is fine. 0, customer service difficult to understand and harder to get a straight answer due to "pre fabricated answers", and tried to take advantage of me and sell extended warranty a month prior to my free one expiring ( if this wasn't good in a month, shouldn't they replace it?). I will not be spending my money on Netgear again. I will purchase a new router and hopefully get my issue solved.