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MrCrypto's avatar
MrCrypto
Follower
Jun 11, 2020

RAX80 and netgear support

Why is netgear support so bad? I purchased two RAX80 Netgears for the first time and one of them has been either crashing or restarting probably weekly. I called after I was hoping a firmware update would solve the problem. I ave had these routers for only 6 months and $800 dollars later. Their idea of troublshooting is power cycling a device and if it comes back up everthing is ok. That is the worst troublshooting I have ever heard of and I have been troublshooting networks for over 30 years. There are no real logs a user can look at to determine what is happening in the underlying system or they have them hid very welll so you can buy some support. If I pay almost $500 dollars for a router I expect more support than that for the first year.

5 Replies

  • Christian_R's avatar
    Christian_R
    NETGEAR Employee Retired
    Jun 17, 2020

    Hello MrCrypto, 

     

    Has support been able to follow up on your case? If not, send me a private message with your case number(s) and email address. 

     

    Christian 

    • Rozman's avatar
      Rozman
      Tutor
      Jun 23, 2020

      Christian,

      Open  42897398

      Closed 42944539, 42899523, 42897043,41375215

       

      I see that you were intrested in this issue, well here is mine, and its the same.

       

      I have enclosed all of my case numbers for the past 9 months.  I also purchased the tech support tech package.

       

      Nothing but problems and support that have no intrest in helping.

       

      Please assist.

      • Christian_R's avatar
        Christian_R
        NETGEAR Employee Retired
        Jun 23, 2020

        Hi Rozman,

         

        Thanks for reaching out. May you send me a private message with your email address and the current firmware version your router is on.

         

        Thanks,

        Christian 

  • Christian_R's avatar
    Christian_R
    NETGEAR Employee Retired
    Jun 18, 2020

    Hi Lawrence,

     

    Thanks for the info. I have forwarded it to support for assistance and they should be contacting you as soon as possible. 

     

    Regards,

    Christian 

  • schumaku's avatar
    schumaku
    Guru - Experienced User
    Jun 18, 2020
    MrCrypto wrote:

    Why is netgear support so bad?

    Netgear consumer (Nightawk and Orbi) product support could have a relaxed life and provide much better service if the firmware quality would be massively enhanced on these products. Granted, new protocols (Wi-Fi 6, WPA3, ...) and the related adapters and drivers are a work-in-progress for the complete industry, interop issues are around in the field. Fact is that even reported issues over at least two to three years are not systematically fixed bottom up, the same problems are carried forward to newer hardware models.

    When we're reading that some tri-band models second 5 GHz wireless adapter is inop if both USB 3.0 ports are in use, if we're reading that a simple port forwarding (manual or by UPnP PMP) of 443/TCP is not workable - even if unloading all services from this port (LAN and Wan https Web admin access and Web based ReadyNAS USB data access) does say more than enough.