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Forum Discussion
Circle 1st gen App no longer implements internet limits
In the last several days to week all limits that can be set on the app no longer function. For example if a profile is only limited to two hours of Internet use a day - the app usage for that profile clearly shows more than 2 hours. If a user is supposed to shut off access at 9 PM, the history shows that user is accessing the internet after that time - say 10pm. For one user I removed all the devices so it indicates there are no devices under that profile however it is clear that that profile is accruing Internet time (as shown in hostory and usage) - it is just impossible to block or limit. Also - when a new device joins the network there is no longer a notification and it does not appear on the app.
Until a week or so ago - all of these worked - any suggestions or is this their way of saying time to upgrade?
Thanks in advance
22 Replies
Hi, we'd like to know the following.
What is the model number and firmware version of your NETGEAR device?
Is the router time zone setup correctly?
Have you tried resetting and setting everything back up again?
Dexter
NETGEAR Team
- Mine did that too starting around March 8th the only thing that worked was worked was resetting the app which of course deletes everything and then resetting the modem.
Any Progress on this?
FrustratedParen wrote:
In the last several days to week all limits that can be set on the app no longer function. For example if a profile is only limited to two hours of Internet use a day - the app usage for that profile clearly shows more than 2 hours. If a user is supposed to shut off access at 9 PM, the history shows that user is accessing the internet after that time - say 10pm. For one user I removed all the devices so it indicates there are no devices under that profile however it is clear that that profile is accruing Internet time (as shown in hostory and usage) - it is just impossible to block or limit. Also - when a new device joins the network there is no longer a notification and it does not appear on the app.
Until a week or so ago - all of these worked - any suggestions or is this their way of saying time to upgrade?
Thanks in advanceI am having this problem as well. YouTube is unlimited and my kiddo isn't doing her homework. I have tried setting the parent control to not allow, as well as entering common domains. Her school computer is able to get around it. Please help, it is leading to so many problems for her-- she can't resist YouTube's algorithm. The parent control Circle ap setting is NOT working properly. How can I block YouTube all together while giving her access to other sites she needs for school?
have you tried setting a custom filter? Go in, and block the entire youtube domain.
Go to filter, click custom filter at the bottom and enter youtube.com
- We are having this same issue. This is why we purchased this router to assist with locking devices. Now it’s not working and causing issues. Has anyone been able to assist in a correction??
LBR20 with 5 satellites; rbs40v x4 and rbs50v2 x1
circle premium went down for about a month last year, I suspect this year it has something with them renaming the app in the IOS store. Likely circle didn't coordinate with netgear again, and we need to wait on a firmware revision.
It would be nice if I could avoid the self-check devops lane at netgear shopping mall.
Yo, netgear devops, what gives. I own two copies of circle app in the appstore and neither one works, $50x2.
Please ask questions and resolve asap
I've done all this, except setting my router up as new (cough hack, tier 3 devops engineering support)
https://support.meetcircle.com/hc/en-us/articles/115001381012-Circle-1st-Generation-Passcode-Issues
when i disable parental controls the router barks it's not working and I can turn it back on via circle app, but no bueno on the premium features working (like last year)
details from the firmware page cc: FURRYe38 DexterJB
connected devices: 75, 30+ IOT devices on guest without visibility to each other, the other are human interface systems used by family
Circle Parental Control Info Agent version: 2.3.0.4; APP Database version: 2.15.2Check if a new firmware version is available on the Internet. Type Model Name Device Name Current Version Status Router LBR20 LBR20 V2.6.5.32 No new firmware version available. Satellite RBS40V Emily Office V2.6.2.8 No new firmware version available. Satellite RBS40V Daddy Sofa V2.6.2.8 No new firmware version available. Satellite RBS40V Boys V2.6.2.8 No new firmware version available. Satellite RBS40V Playroom V2.6.2.8 No new firmware version available. Satellite RBS50 Daddy New V2.7.3.22 No new firmware version available. update: circle support has provided support, as they should since they ask us to email them in the app store
On my end, the parently controls look enabled in the UI, but clearly they aren not based on the circle teams experience. Which means this may be/is a netgear software issue. I checked the debug.htm page, no bueno on the parental control settings. I may try the telnet option to check settings and set configuration since the GUI may not be presenting correctly:
From Circle:
Matthew W. (Circle)
Apr 14, 2022, 10:53 AM PDT
Hi Joshua,
Thank you for your reply.
In further investigation, it looks like Circle is not enabled on your router.
Here are the steps to enable Circle on your NETGEAR router:
- Open an internet browser from a computer or mobile device that's connected to your router’s network.
- Go to http://www.routerlogin.net
- Enter the router admin's username and password. If you're new to logging into your router, please note that the user name and password are case-sensitive (meaning, upper and lower case matter). Here are the default username and password in case you haven't set up an admin on your router yet:
- Default username: admin
- Default password: password
- Select "Parental Controls".
- Find the option for Circle controls and tap the slider to enable them.
- Click the "Apply" button.
Hope this helps.Matthew W. | Circle Support
Hello NETGEAR Commumity,
Thank you all for sharing your experience here. I have escalated this issue for further investigation. Please continue to share any additional details here and I'll be sure to share the details with our Support and Engineering Teams.
Jamie12345 - Do I understand your comment correctly, that you performed a factory reset and that resolved the issue?
I'll provide an update just as soon as it becomes available.
Best,
Christine T.
It did the first time, but not the next time it happened. And I have been charged the yearly fee twice (in march of 2022) and it still never worked. I tried to get a refund from circle but was told I could not get one since it was charged through google play. So out over $100 on that side. I also tried the actual circle device that you plug into the router, but the device did not work properly with the netgear router. (caused a delay on every single website, you had to reloade every website 2 or three times to get it to load.) So out an additional $129 on there. Spent too much time and money, so I've given up on circle and switched my kids to Verizon and just control everything through the Verizon family app. It is not as robust as circle when it comes to the wifi controls, but I am able to turn off their wifi AND data whenever I want with Verizon.
Hello Jamie12345 ,
Thank you for the additional information. We are still investigating the issue but I was able to confirm that cancellations along with refunds are indeed handled by the respective app store (Apple or Google Play). I wish I had better news for you. For your benefit and the benefit of others I have provided some links to helpful articles with additional information below.
How Do I Manage My Circle with NETGEAR Premium Subscription?
Apple
- Click here for more information on how to cancel a subscription on your Apple device.
- You can request a refund for an Apple in-app subscription or purchase by following the guidance here.
Google Play
- Click here for more information on how to cancel a subscription on your Android device.
- To request a refund for In-App subscription purchases click learn more about refunds from Google Play here.
The NETGEAR Team and I will continue to monitor this issue and provide updates as they become available.
Warm Regards,
Christine T.
