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Forum Discussion
Additional security required?
I just purchased the Mesh system with 2 satellites. It took me about a half hour to set up, because it kept taking me in a stupid set up connection circle. Finally got it going. TV's connect, phones connect and my work computer connects. My personal laptop sees it, says it's connected, but no internet. (I set it up using the same router name/password as the old Nighthawk 7000 we just replaced.) Today I called the help number and the person told me I have to purchase security software for the router and that's why it's not connecting, because "it looks good" on his end. And that tomorrow, our phones will stop working, the tv will stop, etc. I've not heard of this and it was very fishy. He said it's "new" for 2025 and the government requires it. Is this accurate? I got ticked and just hung up on him. I can see all of our devices on the app, except the laptop. I didn't feel like shelling out another $200, based on his word, for 1-2 years of security either, when I just shelled out $200 for this system. Thoughts? Thanks!
6 Replies
No, I went back into the app to do that after we got it working and it came up with a different page. The contact page that shows now has a button for chat support and phone support. There's no other place I could have gotten the number. I clicked it and it dialed. There's no number on the box either.
I got it off of the app. It was the easiest thing to click on. That's what was so weird. It was the dark purplish screen and right in the middle was the 1-844 number in a white oval.
Can you post a screen capture of this in the app. Like to get this over to NG for review.
The whole thing seemed fishy. It's the AX3000 system. I had never heard of the "router software for updates". I clicked support under the app and there was a number, so I dialed that. 844-429-1763. When I just googled it, Netgear comes up right away. The first fishy clue was that someone answered immediately, no recording to press 1, etc. I had my son stop by and he messaged his IT guy and we reset everything and restarted and it finally connected. When I clicked support again (in the app) to look at the number, a different "page" came up, which showed chat support and phone support. That was definitely not there the first time I clicked it, so I don't know what or how that would have gotten switched. Glad I went with my gut and just hung up. Thanks!
Where did you get the initial phone number at? Where was this indicated?
Only authentic NG Support number is located here: https://my.netgear.com/support/contact.aspx
Which model system did you get?
What number did you call? Maybe a false phone number.
Ya, NO, NG routers and MESH Systems don't need extra SW to make it work or will stop working if extra stuff isn't installed.
You can use prior working WIFI SSID name and password on newer systems. I've been using same for past 20 years.
