Software Fee

Question

I have been having issues with my router being kicked off the internet for a couple weeks now. I was told I have to purchase a software security plan to get this corrected? The cheapest plan is $116. Is this standard? Has anyone else come across this?

FURRYe38 · Answer

What NG router product model do you have?&nbsp;
Support can have a fee if your out of warranty.&nbsp;
Forum support is free here. We can troubleshoot as much as we can. If we can't resolve it, then we'll recommend contacting NG support or for things that are beyond forum help.&nbsp;

jabberwock_j · Answer

The RAX29. I am aware that tech has a fee, which is asinine in itself, but this fee is separate. Support told me to in order to fix the issue, it would be an additional $119 for “software protection.” They also stated it was a new law to have this requirement for all router providers, which I couldn’t find anywhere when researching. When I declined to pursue the issue further, as I could just buy a different brand router, they pushed it further by asking why I would do that if I already had a good router. Is it a good router though if it kicks me off the internet every hour and I am not able to use the service I pay for? I had my belkin router for 8 years without issue. Netgear didn’t even last 90 days, and they still won’t take accountability without additional charges.

FURRYe38 · Answer

So many if you explain what your having problems with here, maybe we can help you out.

jabberwock_j · Answer

I stated in the main post and in the reply that the router is being kicked off the internet about every hour.

FURRYe38 · Answer

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.&nbsp;
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Does this happen with both wireless and wired devices?&nbsp;What channel configurations are currently set on the router?&nbsp;&nbsp;What channels are you using? Auto? Try setting manual channel 1, 6 or 11 on 2.4Ghz and 40 to 48 channel on 5Ghz.Any Wifi Neighbors near by? If so, how many?
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Try disabling the following and see:Armor, Smart Parental Controls or Circle, Traffic Meter.
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Has a power off for 1 minute then back ON with the ISP modem and router been performed since last update?Be sure to restart your network in this sequence:Turn off and unplug modem.Turn off router and computers.Plug in and turn on modem. Wait 2 minutes for it to connect.Turn on the router and wait 2 minutes for it to connect.Turn on computers and rest of network.
Has a factory reset and setup from scratch been performed since last FW update?&nbsp;A complete pull of the power adapters for a period of time after the factory reset then walk thru the setup wizard and setup from scratch with a wired PC and web browser. Recommend setting the default DHCP IP address pool range to the following after applying and a factory reset: 192.168.#.100 to 192.168.#.200.https://kb.netgear.com/24089/How-do-I-specify-the-pool-of-IP-addresses-assigned-by-my-Nighthawk-router
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I've never seen or heard that its a requirement by ISPs to have software protection. What does this mean by a router having software protection? My ISP doesn't require this. Do you mean Armor for NG routers? NG has this option however it's a subscription feature.&nbsp;
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Software Fee

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