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Forum Discussion
8 Hour Support Nightmare
I just got off an eight-hour (that's right, 8 HOUR) phone call with the premium support line. I called because my router is chronically slow on wifi (<1 Mbps) even though my wired speeds are great (...
Try posting in the forums first next time you have a problem first to see if forum user help can resolve your problems...
What Firmware is currently loaded?
What is the Mfr and model# of the ISP modem the NG router is connected too?
What is the size of your home? Sq Ft?
What is the distance between the router and satellite(s)? 30 feet is recommended in between RBR and RBS to begin with depending upon building materials when wirelessly connected. https://kb.netgear.com/000036466/How-far-should-I-place-my-Orbi-satellite-from-my-Orbi-router
What channels are you using? Auto? Try setting manual channel 1, 6 or 11 on 2.4Ghz and any unused channel on 5Ghz.
Any Wifi Neighbors near by? If so, how many?
Try enabling Beamforming and MIMO(MIMO may or maynot be needed) and WMM. Under Advanced Tab/Advanced Settings/Wireless Settings
Try disabling the following and see:
Armor, Circle, Daisy Chain, Fast Roaming, IPv6 and Set 20/40Mhz Coexistence to 40Mhz only. Save settings and reboot the router and satellite(s).
MLUCK wrote:I just got off an eight-hour (that's right, 8 HOUR) phone call with the premium support line. I called because my router is chronically slow on wifi (<1 Mbps) even though my wired speeds are great (800-900 MBps up and down). Typically, the wifi speeds are alright (maybe 25% of wired), but then it will degrade to <1 over several hours, at which point I reboot the router and the process starts all over.
This afternoon I decided to call Netgear for support. First I learned I have to pay to get service on a product I already paid for. Huh? Then the "expert" who worked with me took control over my desktop, which was great, except he reset my router deleting all the configurations including about 25 IP address reservations without being able to restore them afterwards.
After 8 hours of ineffective troubleshooting, they are supposedly sending me a new router (gee thanks?). Oh, and they said I have to pay for the privilege of them sending it to me (huh?). Meanwhile, I now need to spend many hours reconfiguring all my devices. Bottom line, tonight (actually all day and night), I was trained to despise NetGear. The couple people I spoke to have no concept of customer service. They actually said several times, "well, our engineers would prefer it if we...". Ludicrous.