I have a question I bought the router brand new and didn't know you had to pay over 300.00 dollars for some kind of lifetime plan is what the guy on the phone said and he sounded from overseas with an American name but they did something to my service to the point I couldn't even get online well I he said no worries you had some unwanted traffic but no worries just pat the money and you will be back up and running but I just disconnected everything and put away the nighthawk router and hooked back my starlink factory router and my service is still bad so my question is could they have done something to make my factory router not run to it's full potential.......TIA
@LightingMcQuee7 wrote: I have a question I bought the router brand new and didn't know you had to pay over 300.00 dollars for some kind of lifetime plan is what the guy on the phone said and he sounded from overseas with an American name but they did something to my service to the point I couldn't even get online well I he said no worries you had some unwanted traffic but no worries just pat the money and you will be back up and running but I just disconnected everything and put away the nighthawk router and hooked back my starlink factory router and my service is still bad so my question is could they have done something to make my factory router not run to it's full potential.......TIA
It was a scam! If you placed the call, you used a phone number found with a web search. I hope a lesson learned on your part.
As long as you did not let the scammers connect to your router or computer, you are fine.
First step is to perform a full firmware default (factory) reset on the router and go through the initial setup from scratch.
You can download the manuals from the Support section at the top of this page. Any questions you have, you can post here on the forum at no cost.
I did get it under customer support for netgear.i didn't give him any credit card numbers or no payment was made I told him I had to talk to the wife before I do so I'll call back.The code was only thing he sent to my email,Could they have sent a virus to my network cause whatever they did at first made the netgear router not usable at all and my phone couldn't find the router and the speeds went way down from 200 Mbps or higher to 100 and slowly down to 80 Mbps or lower.I new to this so sorry for asking you a lot of questions
@LightingMcQuee7 wrote: I did get it under customer support for netgear.i didn't give him any credit card numbers or no payment was made I told him I had to talk to the wife before I do so I'll call back.The code was only thing he sent to my email,Could they have sent a virus to my network cause whatever they did at first made the netgear router not usable at all and my phone couldn't find the router and the speeds went way down from 200 Mbps or higher to 100 and slowly down to 80 Mbps or lower.I new to this so sorry for asking you a lot of questions
Very doubtful. I recommended the default reset to be sure.
@LightingMcQuee7 wrote: I have a question I bought the router brand new and didn't know you had to pay over 300.00 dollars for some kind of lifetime plan
I just searched netgear support and called the number.What had happened they did something to where I couldn't log in the netgear app I downloaded off the Google play store and it kept saying wrong password so I called and he said I have some unwanted traffic but no worries I have 3 options and the 3rd one was a lifetime deal for 300 dollars and he sent some code to my email I read it back to him and he asked what I wanted to pay I just told him I'd call back he said OK they close in a Lil bit I never called back I haven't used router since but my internet hasn't been the same ever since all this has happened.
@LightingMcQuee7 wrote: It was past the 90 days and it was a registered product and I didn't pay nothing after the 90 days so that maybe why they stopped it from working
You don't have to pay anything to keep you router working. Unless you gave someone access to your router, they can't stop it from working.
Start from the beginning and use this place to get help.
We still don't know what is going wrong with your router.
Then the usual boilerplate questions to eliminate some of the more common issues that crop up here.
What firmware version do you have on the device?
A number is more useful than "the latest". There may be newer versions, or "hot fixes", that do not show up if you check for new firmware with an app or in the browser interface.
If there is one it might also help if you told people the make and model number of the modem/gateway/ONT that connects this router to the Internet. Is it, by any chance, also a router, with a set of LAN ports on the back?
I ask because a lot of people turn up here trying to put a router behind a modem that is also a router. That can complicate troubleshooting.
Having two routers on a network can cause headaches. For example, you can end up with local address problems.
What Firmware version is currently loaded? What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too? Be sure your using a good quality LAN cable between the modem and router. CAT6 is recommended.
Not sure about firmware cause they stopped it from updating and it's the netgear nighthawk ax5 ax3600 model#RAX41 and the ISP is starlink using the gen 2 router with the ethernet adapter cat 6 cable.I remember now he said they stopped it from updating and I needed to by the subscription for 300 a lifetime plan.
@LightingMcQuee7 wrote: Not sure about firmware cause they stopped it from updating and it's the netgear nighthawk ax5 ax3600 model#RAX41 and the ISP is starlink using the gen 2 router with the ethernet adapter cat 6 cable.I remember now he said they stopped it from updating and I needed to by the subscription for 300 a lifetime plan.
