NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.
Forum Discussion
Solved
UI issue but Netgear tech support is the dumbest in the world.... CONTINUATION
In the original post, I mentioned that in the XR500, if you plug a cable into port 4, in DumaOS, it shows up as Port 1. Called Netgear stupid support and after THREE changes of modem, the problem...
- .66 is just security updates from NG so no changes on our side. It's not fixed in the current build but the fastest way to get the fixes would be to upgrade to the 3.0 beta.
None of them are "second-hand". I bought them brand new from the store.
Then because they said I had to send it back before they'll send me a new one (otherwise pay $40 to get them ship first), I took it to another branch of the store to exchange for a new one.
Same problem.
Then they said because of the hassles, they'll waive the $40 and send me a new one from their warehouse because they have the "latest" stock.
Same problem.
As I understand it, this product has been around for about 2 years. I find it hard to believe 2 stores would have the very first batch of the product on their shopfloor for 2 years and not have sold it. Regardless, the replacement is from Netgear's warehouse where they claim to have the latest stock and it didn't fix it either.
It really is an UI problem. On the hardware, the ports at the back match the LEDs at the front. What doesn't match is the UI showing port 1 to 4. UI is programmable. Just switch the order!
My guess is the UI issue came from the original error (because of the ports on the hardware) and so they would have been correct on the first batches of the XR500 but since that was fixed, it puts the UI out of whack.
Regardless, it's poor quality (and destroys reputation) if a user unplugs a cable from port 4 and the UI says port 1 is unplugged.
But no, the dumbos at Netgear didn't even take the time to verify that....especially when I listed the steps to reproduce the problem AND also included screenshots!
It's not a problem that pop ups that often now, I can't say I've seen this issue for a while.
Did you check the serial number that netgear sent back was different from the one you sent?
if this was a common issue it would be popping up all over the place and I've seen some terrible stock control from shops, can't comment on NG but you would think it's a current version.
You could install the beta firmware, reading the warranty info first though and revert back, I'm sure Fraser will confirm that's possible. If it remains its hardware side.
I know one user here that had this issue, I'll message him to have a peep and to see if it's the issue he had.
How would Netgear send me back something with a previous serial number? You think the stock is going to go straight from the store to their warehouse in the Phillippines in a day?
But no, they are 3 separate serial numbers. They ALL have the then current version of firmware (2.3.2.55).
The problem won't be immediately visible because:
1) Most people don't pay attention to detail, especially when it's just a label. Netgear peope don't even look at the screenshots, let alone read the steps to reproduce the problem.
2) Most would plug into gigabit connections so how do you tell when all four ports are occupied? I only noticed because one port was showing 1Gbps and another showing 100Mbps and I used ports 1 and 4. I probably would have missed it if I'd used ports 1 and 2 or worse, 2 and 3.
3) Most people probably use wifi nowadays and not ethernet.
Netgear told me their warehouse has the latest stock with the problem solved.
Anyway, I'm not going to waste time any further.
Like I said to Netgear support: Find a XR500, plug a cable into Port 1. If the UI in the Devices tab says Port 4, you've just reproduced the problem, fix it. If it says Port 1, then obviously the problem is with my router. But it's just a UI labelling problem, doesn't affect the operation of the router, it has so far cost me more time re-configuring the routers (every time I get a new one) so it's not worth trying to spend any more time on it.
I'm not spending any more time replying to people who don't have a current XR500 to verify the problem. I've spent enough time repeating this to too many stupid Netgear support people who haven't got a clue what they are talking about because none of them have a XR500 in front of them to replicate the problem!
These are basic user testing that you should do, not relying on your users to do the testing for you.
Replicate the problem, then fix it.
Considering all 3 routers had the ports at the back correspond to the LEDs at the front, I'd say the manufacturing got it right.
The UI is showing port 4 when it should be port 1 etc...that's a software issue. I don't know what you do for a living but as a computer programmer, give me the code I'll do it myself. It's not that hard.
Netduma-Fraser saw the screenshots and recognised it as a UI problem - straight forward and with common sense.
Mistakes happen which is why I asked you so there's little need to be sarcastic with your reply.
I do have a XR500, I've also had a replacement from NG due to faulty hardware.
My XR500 shows all the correct ports are connected by the way as I've several router on the go.
A little pointer but if people try to help you try not to aggravate them as help soon disappears and Fraser has kindly asked you to try the beta to test if it's a software issue which should be nice and easy. You don't have to beta test, it's install, reset, setup and test, revert firmware, reset and back you go to the up to date official firmware. Should be done and dusted in 30 mins and you can then let Fraser know the results.
It's NOT as simple. I have also taken the time to label all the unknown devices in the devices table and that's something not backed up in the configuration file so when I restore, I'll have to go re-label all the unknown devices again.
If you have a XR500, then instead of writing all this about you are not sure etc, why not just do try like I said: login to UI, plug (or unplug) a cable in / from port 1. What does the UI say? Does it say Port 1 or Port 4 is plugged in / unplugged?
It's what I would have done if someone commented on a product I have. I would have tested it and then I can say "yep, have the same problem" or "Nope, I can't replicate the problem?".
Again, NOTE that I'm not talking about the ports on the physical router, I'm talking about the UI page, under "Device Manager" and specifically, under the "Ports Table" view.
I meant no disrespect to Fraser. He was just saying that the quickest way to get the fix is use the beta, which I don't really want to spend time doing. What's wrong with that? It's only a UI labelling issue, not a showstopper. He's saying that I could, I'm saying I'm happy to wait till it's officially available. What's the problem?
I don't want to be scarcastic but you're asking if Netgear had sent me old stock (or the router I'd returned), saying it's not a UI issue ut a manufacturing issue etc when the obvious thing to do is to actually try it out - it doesn't even take 1 minute to try.
You're exhibiting the same problem I have with all these stupid Netgear support people - it takes one minute to replicate the issue but yet they ponder and wants me to downgrade the firmware, reset to factory default, upgrade the firmware....everything BUT find an XR500 and replicate the problem.
All they have to do is prove that they can replicate the problem and report to engineering. Engineering can say "yes, we know it, it's fixed and will be available soon" or "that's a new one, it'll be fixed".
That's all I needed to know. I've already spent days to Netgear on this including holding on the phone for 2 hours. Not going to spend more on it.