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Forum Discussion
Nighthawk router/ modem not connecting to internet.
Yesterday we had a power outage, for about a minute. After that my internet stopped working. I called my internet company first to see if I was getting a connection- my connection was strong but was not transmitting to my modem. I called netgear support (from their website) and was told that my warranty security had expired. That I needed to buy new security subscription $150 for 3 years or $259 for 5 years. I read a few of your community postings and went back to tell them that this seemed suspicious and that I should all of the sudden not have my modem work. They said that if I had never lost power/ potential power surge that it would not have thrown off the security. I was upset and got my husband involved, and now they are telling me something different about a $99 year tech support subscription. What is the truth and what solutions do I have.
2 Replies
Kimpellitier wrote:
Yesterday we had a power outage, for about a minute. After that my internet stopped working. I called my internet company first to see if I was getting a connection- my connection was strong but was not transmitting to my modem. I called netgear support (from their website) and was told that my warranty security had expired. That I needed to buy new security subscription $150 for 3 years or $259 for 5 years. I read a few of your community postings and went back to tell them that this seemed suspicious and that I should all of the sudden not have my modem work. They said that if I had never lost power/ potential power surge that it would not have thrown off the security. I was upset and got my husband involved, and now they are telling me something different about a $99 year tech support subscription. What is the truth and what solutions do I have.Before you pay any $$ for support, provide some details here and there will be some help to guide you through the decisions.
What is the model number of your Netgear device? Look on the nameplate.
How many years (approximate) has it been in service?
Internet Service Providers (ISPs) routinely deflect blame back toward the customer. What is the name of your ISP?
Be extremely careful calling any support site that you found through a web search. There are many fake web sites and bad actors on the internet to take your $$.
A couple other things.
1. What actual netgear router do you have? Model
2. what modem gateway is it connected to?
3. What are the led's on the router doing?
Here's the support pricing:
https://www.netgear.com/home/services/prosupport/
I'd be curious if you got one of the scam sites or numbers.
