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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...
I backed up my netgear config and restored it to the new router, but that's a disaster and doesn't work well at all.
The restored config falls flat and nothing works, it keeps rebooting, I'd call netgear but they don't pay me enough to run their devops 🙂
I've been adding one satellite at a time by turning them on, the config is there, but two of the satellites causes the new LBR20 to fail and reboot, loosing all the circle configuration - hah!
it's pretty much a wash to start over vs. restore the configuration. I've only ever bought netgear at costco so i can return them if they become problematic. I'll be sure to do that in the future, but the amazon return program is great and will help meantime.
net -net
if circle stops working and circle/netgear won't support you, but a new one, and return the old one. You'll need to setup the new one brand new, but the upside is you only need a couple of profiles for a couple of kids.
in any case, I'll see what costco has that's not netgear or circle then go from there as the customer journey with netgear and circle isn't great.
Per the netgear support team
Do not ask for support as they do not support circle
Buy a new router and return the old one via the Amazon-netgear return program.
Special thanks to netgear for their support of Amazon customers!
See attached as upgrading to the new systems does t help with software support. Best to get new hardware!
Do not ask for support as they do not support circle
Buy a new router and return the old one via the Amazon-netgear return program.
Special thanks to netgear for their support of Amazon customers!
See attached as upgrading to the new systems does t help with software support. Best to get new hardware!
After two months of lackluster support from Netgear, and stellar support from the Aura Circle team, here are the solutions
if you need to engage netgear support, do not, it's not worth the hassle
If you're at the point where the awesome, but netgear hampered, circle support has not addressed the issue...do this
1. Reset your router, that's the only option
In my case, I have 6 satellites, a combination of 50s and 40v, the 40v are cheaper hence I buy them. The 40v I do not enable alexa because like all netgear hardware, the external vendor relationship software support is a devops trail not paved.
From circle I received the best support from Patrick and Matthew, and then a nice followup from Shannon. Kudos to Aura Company customer journey, they don't have authority over NetGear. After I did the amazon warrant option, buy new, and return old to amazon, circle restarted on the new system without issue. While i lost all my profile and device data, it's pretty minor in the scope of our 70+ IOT devices.
NetGear NPS support - 3, defintely a detractor here
Circle support - 10, definitely a support and it's unfortunate to have such a lackluster leader like netgear as a partner
Patrick Wilson (Circle)
Apr 25, 2022, 3:51 PM PDT
Hi Joshua,
My name is Patrick, and I oversee the support organization here at Circle. Matthew let me know about your request, and I wanted to help clarify a few things for you. Thank you for your questions and concerns here!
First, as Matthew mentioned earlier, frontline support for the Circle on NETGEAR experience is handled by the NETGEAR Customer Support team. I looked at the email that you received from NETGEAR (thank you for that), and it appears that you attempted to get support for the router, not for the Circle software subscription, which is why you received the response that you did. The hardware and software support paths are different for NETGEAR, so please refer to the guide that Matthew sent earlier to get your bearings:
--> Guide to contact Circle on NETGEAR support <--
You may be curious why NETGEAR handles this, and the quickest explanation is simply that they know how their routers work far better than we do. Our team has extremely limited visibility into the inner workings of these devices, but obviously the NETGEAR team handles them day and and day out. The NETGEAR team is fully trained on Circle as it's been implemented on their routers.
Second, I do apologize for the confusion related to the App Store notes and will see what we can do to clarify that.
Third, I can assure you that NETGEAR is not selling scam software on the App Store. The screenshot you provided in your previous email reflects a naming convention for the annual subscription that Circle uses to identify the NETGEAR side of things. Note that the Circle app is the icon at the top.
As this time, I would ask that you refer to the guide I linked above so that you can get the help you need to move forward with your concerns. We interact frequently with the NETGEAR team, so if you're not receiving the help you need, please let us know here and we can reach out to them. Just be sure to include your NETGEAR case number so that can point them in the right direction.
Thanks,
Patrick
Circle Support