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Forum Discussion
Mind blowing terrible support
I am able to replicate an issue on an R9000, replaced the hardware and same issue, Netgear wont support then they will then they wont. So I change to a RAX200 same issue straight out the box. The su...
Its BT FTTP and LAN con from the ONT to the router.
Original fw was 1.0.5.126 and then repeated on the next 2(?) versions or 3 if you count the dev fw that turned the router in to a slug.
The DNS went wobbly (none) after setting up QoS - beleive there is a fix for this now.
The UI is awful, login and get a timeout in seconds when navigating thru menus
The UI is not user friendly on some menus where it you get no feedback as to whether the change is saved or not.
The backup either fails or succeeds - cant tell as the restore doesnt work.
And the main gripe is Access Control,
if enabled and set to block new devices....
I cannot allow the device and Ive tried that thru the edit option and the allow option (2 ways in same menu to achieve the same result).
This was the driver for the dev FW which sort of fixed/helped the issue at the detriment to making the rest of the router unusable.
I called up today and moaned asking what happened over the last 3 weeks and now they are sending a replacement unit. I'll unbox it, not update it (will test first) video the results of trying to restore the old config and getting access control working properly. Then I'll update to current firmware and repeat.
The reality is likely that it will be exactly the same issues, I'll never ever be able to speak to someone in management to get their opportunity to explain or fix the mind blowing terrible support and poor QA - its not likely that the same issue on the r7000, 2 x r9000 and now rax200 is all hardware....
I'll just return the devices (2xRAX),bin the R9000 and R7000 and look at other brands.
When you install the new one, don't use the backup.
When the RAX200 released, the underlying drivers from broadcom where still getting quite frequent updates.
Sometimes, those can cause issues with old settings. so if you've been using an old backup and restoring it, you could just be keeping a bad situation going. so I'd try from a fresh install.
In terms of the browser refresh/log out. did you try a different browser? Or device?
Ok thanks for the info, noted about the backup. Bit disappointing but that is to be expected it seems.
The timeouts were with chrome, edge and IE11. And tried 2 laptops.
Also noted that my 1gig connection shows as <500mbps doing a speed test thru the UI and when nothing else is connected, i beleive this is another featurette of this product.
The built in speedtest isn't accurate over 500mbps because it rarely chooses the best test server. I recommend testing on a pc/laptop hardwired into the router and using a browser. Then actually test on different servers in the browser as not all of them can saturate gigabit.
mark76w, with respect to the quality of NETGEAR technical support, my experience is that there is a difference between (a) spoken telephone support and (b) written “email” support. Support cases submitted in writing (with instructions that you want replies in writing) produce answers that are reasonably timely and helpful. However, speaking to a technical support representative on the telephone can be less satisfactory.
To conclude my journey, I managed to guess the support managers email and got a L3 support person involved with a dev firmware issued that I tested (V1.0.10.140_1.0.79). This was ok and has been released.
Its been 2months of hell to get resolution on such a matter.
Sucks to take 2 months to get that and to have to guess a contact. Was hoping some of the other mods I tagged would be contacting you earlier to help.
Got there in the end tho!