NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.
Forum Discussion
Rax41 router
I have a question I bought the router brand new and didn't know you had to pay over 300.00 dollars for some kind of lifetime plan is what the guy on the phone said and he sounded from overseas with an American name but they did something to my service to the point I couldn't even get online well I he said no worries you had some unwanted traffic but no worries just pat the money and you will be back up and running but I just disconnected everything and put away the nighthawk router and hooked back my starlink factory router and my service is still bad so my question is could they have done something to make my factory router not run to it's full potential.......TIA
13 Replies
LightingMcQuee7 wrote:
I have a question I bought the router brand new and didn't know you had to pay over 300.00 dollars for some kind of lifetime plan is what the guy on the phone said and he sounded from overseas with an American name but they did something to my service to the point I couldn't even get online well I he said no worries you had some unwanted traffic but no worries just pat the money and you will be back up and running but I just disconnected everything and put away the nighthawk router and hooked back my starlink factory router and my service is still bad so my question is could they have done something to make my factory router not run to it's full potential.......TIAIt was a scam! If you placed the call, you used a phone number found with a web search. I hope a lesson learned on your part.
As long as you did not let the scammers connect to your router or computer, you are fine.
First step is to perform a full firmware default (factory) reset on the router and go through the initial setup from scratch.
You can download the manuals from the Support section at the top of this page. Any questions you have, you can post here on the forum at no cost.
- I did get it under customer support for netgear.i didn't give him any credit card numbers or no payment was made I told him I had to talk to the wife before I do so I'll call back.The code was only thing he sent to my email,Could they have sent a virus to my network cause whatever they did at first made the netgear router not usable at all and my phone couldn't find the router and the speeds went way down from 200 Mbps or higher to 100 and slowly down to 80 Mbps or lower.I new to this so sorry for asking you a lot of questions
LightingMcQuee7 wrote:
I did get it under customer support for netgear.i didn't give him any credit card numbers or no payment was made I told him I had to talk to the wife before I do so I'll call back.The code was only thing he sent to my email,Could they have sent a virus to my network cause whatever they did at first made the netgear router not usable at all and my phone couldn't find the router and the speeds went way down from 200 Mbps or higher to 100 and slowly down to 80 Mbps or lower.I new to this so sorry for asking you a lot of questionsVery doubtful. I recommended the default reset to be sure.
LightingMcQuee7 wrote:
I have a question I bought the router brand new and didn't know you had to pay over 300.00 dollars for some kind of lifetime planBilge.
Did you check this?
How do I identify an official NETGEAR website or social media account? - NETGEAR Support
- I just searched netgear support and called the number.What had happened they did something to where I couldn't log in the netgear app I downloaded off the Google play store and it kept saying wrong password so I called and he said I have some unwanted traffic but no worries I have 3 options and the 3rd one was a lifetime deal for 300 dollars and he sent some code to my email I read it back to him and he asked what I wanted to pay I just told him I'd call back he said OK they close in a Lil bit I never called back I haven't used router since but my internet hasn't been the same ever since all this has happened.
LightingMcQuee7 wrote:
I just searched netgear support and called the number.That was a Google search? Google is happy to sell ad space to any crook that pays up.
This can show a number that has nothing to do with Netgear. Talk of paying for an additional security service is a giveaway.
Netgear warns about these scams.
How do I identify an official NETGEAR website or social media account? - NETGEAR Support
If you have problems getting something to work, and you are within the 90 days for free support, then contact Netgear through the official channels:
Contact Us | Support | NETGEAR
First you have to register your device to confirm that it is eligible for the 90-days free support.
MyNETGEAR | Product Registration
Start a case and, with luck, they will contact you.
After 90 days, there is also a paid-for channel
NETGEAR ProSupport for Home | NETGEAR
The $300 number is a giveaway. Premium support costs just $99.99 a year at most.
Or you can try to sort out problems here. It costs nothing.
Many problems are pretty straightforward. A search in this community may throw up something helpful.
What Firmware version is currently loaded?
What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?
Be sure your using a good quality LAN cable between the modem and router. CAT6 is recommended.- Not sure about firmware cause they stopped it from updating and it's the netgear nighthawk ax5 ax3600 model#RAX41 and the ISP is starlink using the gen 2 router with the ethernet adapter cat 6 cable.I remember now he said they stopped it from updating and I needed to by the subscription for 300 a lifetime plan.
If your ISP Modem already has a built in router and wifi. This would be a double NAT (two router) condition which isn't recommended. This would be a double NAT condition which isn't recommended. https://kb.netgear.com/30186/What-is-Double-NAT
https://kb.netgear.com/30187/How-to-fix-issues-with-Double-NAT
Couple of options,
1. Configure the modem for transparent bridge or modem only mode. Then use the NG router in router mode. You'll need to contact the ISP for help and information in regards to the modem being bridged correctly.
2. If you can't bridge the modem, disable ALL wifi radios on the modem, configure the modems DMZ/ExposedHost or IP Pass-Through for the IP address the NG router gets from the modem. https://kb.netgear.com/25891/DMZ-on-NETGEAR-routers
https://kb.netgear.com/24086/How-do-I-set-up-a-default-DMZ-server-on-my-Nighthawk-router
3. Or disable all wifi radios on the modem and connect the NG router to the modem, LAN to LAN configure AP mode on the NG router.
https://kb.netgear.com/20927/How-do-I-change-my-NETGEAR-router-to-AP-mode
https://community.netgear.com/t5/Orbi-WIFI-6-AX-AND-Wi-Fi-6E-AXE/Procedure-for-Factory-reset-of-RBS850/m-p/2367505/highlight/true#M53985
Try option #2 first...
Ya, no, you can download FW for any NG router from here:https://www.netgear.com/support/
And manually update it.
https://kb.netgear.com/23960/How-do-I-manually-update-the-firmware-on-my-NETGEAR-router
They don't block updates, only if they don't want to auto update something. Thanks only on there auto update system.
- I had starlink router in bypass mode and had netgear plugged in the ethernet adapter
Ok.
