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Forum Discussion
Strange Warranty
I bought an AXE7800 at the end of last year. It worked well for several months until last week I lost internet connection (the Internet LED was solid amber). I tried power cycle my cable modem and the router for many times and it did not work. So I switched to another router and it worked well.
I contacted Netgear service and ask for RMA. After asking me a few questions they just told me that my router was good and provide no explanation. If I need more information, I have to pay first. Not sure if this is NG's warranty policy. It sounds ridiculous to me. I have used NG products for more than 15 years but probably will be no more.
10 Replies
There's not much that anyone here can do about warranty stuff.
This is essentially a user-to-user forum, with some input from a small band of Netgear techies. You can try the official channels for support, but be warned that after 90 days they will want money before talking to you. Much easier to try to sort it out here before you open your wallet.
You seem to have done that already.
If you want help in trying to fix the problem you have with the RAXE300 you could try the appropriate section:
Nighthawk Routers with WiFi 6 (AX) - NETGEAR Communities
Just another user with time on their hands.
Thank you. I just angry about NG's customer service. My router had some issue and I requested warranty after some basic debug. After I provided the information, they just told me my router was good without any explanation. To solve the problem I need to pay for them first. In this case, they can claim every warranty request as no issue, to avoid their responsibility or charge extra money.
NG-NotGood wrote:
Thank you. I just angry about NG's customer service. My router had some issue and I requested warranty after some basic debug. After I provided the information, they just told me my router was good without any explanation. To solve the problem I need to pay for them first. In this case, they can claim every warranty request as no issue, to avoid their responsibility or charge extra money.
Its a bit bs but if the lights are on, usually the hardware is good. And they charge for support after the initial 90 days of purchase. Usually if it turns out to be a hardware issue, they'll refund you for the charge. (gotta ask up front).
But I'm betting its a configuration issue if your power/wifi lights are all on white and just the internet led is amber.
You could also include some other info such as the modem/gateway its connected to, firmware on it, if anything changed during setup, etc. The more details you tell us, the better we can help.
Thank you. My ISP is Xfinity (800M cable) and my modem is Arris SB8200. After the AXE7800 stopped working I bought a TP-Link Archer AX3000 and it worked well. I also tried my AXE7800 at my neighbor's internet (Xfinity 200M Cable with Arris SB6190 modem) and it did not work either. Their nighthawk R7450 worked well.
As for my AXE7800, it worked well before but stopped about a week ago. The firmware is V1.0.7.62_1. When connected, the power, 2.4, 5, 6 GHz LEDs were white but the internet LED were solid amber. I tried to power cycle many times and got the same result. I can not reach the device through Nighthawk app but can access through 192.168.1.1 and it showed no internet access.
I gave all above information (plus some phots) to the customer service, and they just told me the router was good without any explanation other than asking me to pay for their consulting service. I am really angry with this.
Something to try is the SB8200 has 2x ethernet ports but only 1 can be used at at time.
Factory reset the sb8200 and the netgear. Push and hold reset while powered on for 7-15 seconds until the lights change.
Then power on the modem (with nothing else connected to it). Give it a few minutes to fully boot.
Then connect the netgear to port 1 of the modem. Power on the netgear and give it a few minutes to boot.
Then try going through setup on the netgear.
Give that a shot. If it doesn't work, try connecting to the modem from the netgear. The modems address should be 192.168.100.1. See if you can connect to the modem through the router.
