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Forum Discussion
Very Disappointed with XR500
Purchased a XR500 a couple days ago to upgrade an older R7000, really had high hopes for the router, but to my dismay it looks like I will be returning it. Setup went smooth, it was after the set up...
Has the XR been replaced with another XR? Sounds like this maybe a problem with Samsung phones and the wifi drivers. Something Samsung and NG new to review. I know there is a problem with the 2.4Ghz frequency and performance there. It's not achieving anything over 100Mb on the down when testing with certain devices.
Maybe this is something Netduma-Fraser can pass along to NG engineering. Please.
Yes, NG RMA'd the first router thinking it might be a hardware issue. The new router, same results. I'm not sure it's just Samsung phones, I have several Samsung tablets as well (that are hardly used at home), and I noticed yesterday while troubleshooting, that they do not connect to the internet either. So it seems to be Samsung related, because our Ipads connect just fine. I've been talking to NG on the phone and emails for almost a month now about this. They are working to fix it, it is just very slow. I was ecstatic yesterday when what we tried actually worked, although it was very shorted lived, less than 5 mins. So we're making progress. Hopefully there will be a solution to the problem soon.
Keep on them. Yes, seems to be Samsung related.
Keep us posted...
- If you disable Smart Connect and connect to the individual bands, does it work correctly then? Also you can disable QoS completely from the Anti-Bufferbloat options menu.
Sorry for the late reply, I have been out of town. All of that has already been tried, and it didn't work. Had the router for over a month now and still can not use it. Is there a way to contact Netgear other than tech support? I'm to the point that I would just rather return the router and get a refund and buy a router that will work.
Their technical support is the route to access them. Let me send this thread to a support representative so I can ensure one of them gets in direct contact with you to help you with your problem.
Still no solution, have not heard from them in over 2 weeks. Have had the router for almost 2 months now, and it's just sitting on the shelf because I can not use it. I am not happy at all with NETGEAR. I am currently trying to get a refund for the router. NETGEAR right now has lost my business unless they make this right. Of course losing one person out of millions means nothing to them. Thanks for the $350 paperweight!!!
Do you have a Case ID with them? I passed on this thread, but a Case ID is always best because it can then be managed through their system
Yes, I do have a case number: 40292143. I got a reply saying they could not duplicate my problem, so I guess I'm SOL. Glad to see that NETGEAR doesn't give a crap about their customers. I got an idea, send your engineer to my house, I'll show them what it's doing!
- Thanks for the case number. I’ll send this over to them to see if I can raise it. Can’t promise anything though as we’re different companies, but sorry to hear of your difficulties.
So it's been a few months since my last update. Would you believe i still have no fix to my issue. $300 router sitting on my desk collecting dust and Netgear has no idea what the problem is. Multiple hour plus phone calls, multiple logs sent in, and still claiming they can not duplicate. Send a tech here, I will show you what it's doing. Anybody have a way to contact them other than tech support, I'm done with the run around. I want a refund or some kind of compensation, this is f'n ridiculous.
- No other way to contact as far as I am aware. Have they escalated your issue at all after we passed your details on? If not you should ask for them to do so.
I was told it was escalated, to who it was escalated I have no idea. But apparently who ever has it now, doesn't know what to do either since it's been about 3 months since it was escalated.
- I'd suggest you ask them to take the router back for testing and provide a replacement in the meantime. I don't know if they will but thats the best option if they can't reproduce.
