NetGear
Reviews and Complaints

This is a complaint about the complaints department.

As I have been having issues with my product ever since we bought it and spoken to your support team who always say the same thing that there is nothing wrong with the product. I decided to lodge a complaint. And, I have not had any response from them! I have to say for a company like Netgear who you would think would be offering a better support service and the fact that if you complain nothing happens. I really regret having bought their products if this is how they treat customers. If only it took as long to buy a product as it does to fix them. Oh they would be bankrupt by now!

10/14/22, My wi-fi had no connection. I tried everything to connect to the internet. It wouldn't not let me change my password so, I called netgeard several times. They said, I have to purchase another contract in order for them to run a check on my equipment. I couldn't afford it. They also said, nothing was wrong with my equipment. How did they know if a check wasn't ran. I called Cox cable and they came out and found there is a problem with the the netgear equipment. I called netgear back while the technician was here and told them about the discovery with my modem. I have 40 days left on my warranty and want a replacement. No one has contacted me back about this matter. Please help resolve this issue!

Having contacted your chat line I was told that a technician would contact me to discuss the problem I am having with my Router ( I do have a current support contract). Then a few days later I was sent an email to say my case was closed because of a lack of activity! As you arranged to contact me the lack of activity is down to you!

Today I rang your support line and for 1 hour 45 minutes I kept being told a representative will be with you shortly. Then I was told you had a technical problem and closed the call.

If I pay for support I don’t expect to have such appalling service. If this is typical of Netgear then someone needs to be responsible to sort this out and provide a service customers would expect.

I wanted to get away from renting a cable modem router from Xfinity my ISP and television provider. I researched out and the NETGEAR AX6000 had several performance reviews that were positive by the industry writers.

Therefore I decided to buy it and install it. The price of the new product would pay for itself within a year. I bought t new the new device on Amazon and had it in two days.

It was fairly easy to install and rebuild my network. However within 2 months I began to have issues and logged trouble cases with their tech support. in 6 months I had submitted 4 cases and their response time to my issues was usually 24 hours before comments and or a recommendation/direction to resolve the issue was provided. Yes, not one of my issues was resolved by me without actually having conversations with a support person. Their standard solution was to do a factory reset. The last two issues had to do with transmitting and nothing could connect. After trying numerous factory resets that actually did not work I knew that there was a physical problem with the device since you could see the network broadcasting the SSID however even after resets the SSID was still my old ones. Their support personnel finally understood and requested and RMA that was approved. The that process was also a joke!

After the technical support provided the case number and RMA number I received an email that told me I had to determine one of three ways to do the RMA. One was to turn in the device at location and then wait for them to sent me a replacement. The second was to ship them my device and then wait for them to ship me a replacement. The third option was to pay for expedited replacement. In this $30 option they would ship me a replacement and I would have to ship back my old device. I paid for the next business day expedited service. That was completed at 9:30am. Then at 11:24pm I was notified that they would need some photos of the serial number on the device and then a proof of purchase to validate my ownership of the device before they would ship the replacement. Now I had to find the proof of purchase and take the photos to send back which I completed at noon now 27 hours after the RMA was approved by the technical people. With this being Friday I don't expect the item to ship out today and received sometime next week (Monday or Tuesday) That would make my network down from Thursday until Tuesday or almost 6 days. That type of support is unacceptable.

I am a long time Netgear customer with over $2500 in Netgear Orbi and modem equipment.

I ordered a Netgear cm2000 modem for my second home and it failed within 60 days. It simply froze up

Spent two hours with Comcast but to no avail. Called Netgear and spent another hour on the phone with a tech only to have him declare the modem defective.

Replacement modem received, another cm2000, and it will not talk to Comcast at all. Comcast came to check cables and signal strength and all good.

I simply want my money back. Long term customer very angry about what is likely a refurbished replacement.

rick throckmorton

I recently moved from one house to another and lost the power cord for my netgear CAX80 modem/router. I have purchased three replacement cords from various sources and none fit the back of the router/modem. I brought the modem/router to Best Buy and they said they have never even seen a power port like the one on my router. I contacted Netgear and they said they couldn't send me a new power cords becuase the prodcuts warranty had expired. I told them I wanted to PURCHASE a new power cord, but they said they do not sell power cords. I asked where to get a new one and they said buy one online or at the store. But you can't buy one online or at the store. So now i have a $400 router/modem that i cannot use and Netgear cannot help me. Why is this so difficult? Why do I now have a $400 router/modem i cannot use. What a horrible company.

I got NetGear router R6330.

In lieu of owners manual with installation instructions, it has one flier with 3 "easy" steps: 1. download Google Play/Apple App Store app. 2. Open it and follow instructions. 3. Explore what the app allows you to do.

Well, I don't have a phone that can run that app. The overly simplistic installation instructions that I found on https://kb.netgear.com/ don't work.

I can access the Internet directly from my computer but not from the router.

It appears that NetGear thinks all its customers are low-IQ unsophisticated users who would not understand more technical and, therefore, helpful instructions.

I have reset and reset up the router everything was working fine and now the TV apps will not work again. The whole network has dropped out even though everything is stating it is fine. I tried calling your support who ended up hanging up on me. Severly disappointed will be returning the product and I would ike a refund on the security I paid for.

I purchased my Net Gear Router April 29th and the "technical team" took 3 weeks delete an old account and merge it into one. Their Gearhead specialty support team has also yet to get my Parental Support Premium app to work.

They're marketing is far ahead of their ability to perform.

I've kept a record of all the email correspondences and plan on initiating a campaign to warn consumers of their POOR support.

I was promised numerous calls back from their Tech support staff within 2 two hours or the same day. To date they have yet to call me back. Instead, I receive emails stating either my work order is closed or they need more time to work on it.

And moreover, I'm told I'll need a "Level 2" tech to accomplish the work order.

Ridiculous and very unprofessional.

I had two nighthawk M1 MR1100 had on service and the service provider lost his contact and I was without internet for 3 weeks and I was trying to go AT&T with my nighthawks m1 RM1100 and couldn’t get into my boxes cause of the admin and password would not work and netgear would not reset them for me they wanted to charge me $200.00 a box and the lady was so rude hung up on me this is so wrong why have account if you can’t get into internet boxes that are unlocked and will not do business or buy another netgear item will tell people to stay away this so wrong.

Worked for a few months. Paid over $500 for warranty for 2 years plus the product. Have called company over a dozen times, nothing but aggravation and baloney, and will not replace satellite that does not work. Will not honor warranty. Don’t buy this product. Company will not honor warranty or product.

They tell me to call for hours and maybe eventually someone will pick up the phone who can handle this warranty I paid for. That is a joke. Don’t buy from Netgear. Very dissatisfied with product, company , and warranty not honored. Wasted my money.

I have purchased the Orbi Router and Satelite before 9 Months but after 3 months it started speed related problem I tried to resolve the issue by contacting Support Team they informed me that product need to be updated and they will have to replace the product but now after 6 months they did not pick up the product nor replaced it. Please do something in this regard as your support is getting worse and recommendation for your products are decreasing.

I purchased a Nighthawk AX2700 model CAX30 today (1/17/22). My ISP told me my download speeds are 1200 Mbps but the routers speed test came back with only 459.55. I contacted customer service twice! The first support case I was on the phone for an hour and ten minutes with no resolution and the second support case ([protected]) I was on the phone for an hour and 35 minutes and the rep hung up on me! I waited 10 minutes because he said he would call me back within one minute if we got disconnected but he never called. I had to call back in and wait on hold for 30 minutes but because of the "high call volume" I hung up because it said there were 8 people ahead of me! I'm extremely frustrated and disappointed in your product and your customer service is the worst that I have ever experienced! Once I did reach another rep she read my phone number back to me and it was wrong, which let me know the rep who said he would call me back changed it on his end because when he asked me for it he repeated it back to me correctly.

Netgear router suddenly stopped working. Adaptor is working fine.

No indicator is blowing... No action when it is switched on.

Tried with different electric point and no luck.]

This product requires a coaxial cable but the box does not specify this item is sold separately or even required. I purchased this Product based on how it's advertised and packaged that reflects what looks like a ready-go system. It is not a ready-go system. It requires additional equipment sold separately, i.e. coaxial cable not disclosed. I would not have gone home to discover what I needed was not included if the box disclosed that to make it perfectly clear. I would have stayed in the store and bought the cable separately! Now I have to go back to the store and you've cost me two days of work and pay because of the New Years Holiday. I can't use this product and I could not go into work today because of the hullabaloo this caused me and I've lost my holiday pay!

i had a simple issue with my password preventing any internet access wifi or wired. support wouldn't help unless i spent 200 on a warranty. they lied about the issue so i hung up on them. i googled the issued and it took me 5 minutes to log into the modem and it was fixed. the moral of the story, i will never by any netgear products again. what a scam

I purchased both the modem and router about a year ago and just now tried to install them with a new internet provider for streaming. I was able to establish a new network with the equipment but every device I tried to connect on the network gave me a "no internet access" error. I was on the phone with my new ISP for over an hour trying to troubleshoot the problem when it was firmly determined that the problem was with the Netgear equipment. I contacted the Netgear help line which was some phone center out of country and after some time troubleshooting with their agent was told that they knew what the problem was (they claimed it was IP conflict problem with the devices I was trying to connect) and that they could fix it by letting their technicians work on it. After a fake phone transfer bit the agent said he couldn't connect me to the technical team because my 90 support warranty had expired ( even though the equipment had yet to ever put into service) and went on to try a sell me a new support contract for $130 for one year. His sale pitch was well rehearsed as he claimed they could not only fix the present problem with their equipment but could fix whatever internet problems I had on any device I owned for the year. I believe that all was needed was for them to push me through an update for my modem and router would have fixed the issues. The best case scenario is that Netgear does not stand behind their products by having only a 90 day support for them or more likely the company is running a scam operation with equipment that need updates that are not be being pushed out to keep their equipment functioning properly to sale these unnecessary support contacts to their customers.

When I called the 1888 number to help with a setup app that failed I talked to a man that could not communicate in English. Although I could understand the words he was speaking he was not able to explain himself. He told me that if I didn't buy a firewall I would need to buy one. This was a false statement. He also told me that Xfinity would have to help me setup my Netgear AX1800 Nighhawk router. With my son's help I was able to setup the router through the url address. I did not buy a firewall or contact Xfinity as they don't support Netgear products. The helpline was more of a misinformation or falsehood line. Please correct this issue.

In device manager only 5GHz devices show and not 2.4 devices or direct connected devices. I would like to have all them showing so that I can shut some of them off when not needed. It should show all devices weather in use or not. I have tried it on different devices and have the same result. So please fix this bug because I never had this happen before.