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Forum Discussion

JimG-1978's avatar
JimG-1978
Tutor
Jul 20, 2022
Solved

Proof of purchase

I'm having an issue with my router but I don't remember when my router was purchased. Is there anyway I can bypass this option just to get some support?  
  • JimG-1978's avatar
    JimG-1978
    Jul 20, 2022
    Thank you for the help. I could have sworn I had seen and used the 5G from the laptop, but I guess not. I've already ordered the dual band USB. Thank you again. I certainly appreciate it.
plemans's avatar
plemans
Guru - Experienced User
Jul 20, 2022

 A little doubtful as there's only 90 days of free support on new products. Even less on renewed devices. 

so they do need proof of purchase/date. 

You can try going through the support process by using the serial number but not sure if they'll be able to help. 

To get a hold of support. Click on "MyNetgear" at the top.
Register an account (or login) and then the device.
From there you can start the support process. Keep in mind that its only free for the first 90 days.

 

But there is the community where we can try to help you. 

What device do you have? 

What actual issue (in detail) are you having? 

  • JimG-1978's avatar
    JimG-1978
    Tutor
    Jul 20, 2022

    I appreciate the assistance. I have the Netgear AC1750 Smart WiFi Router (Model R6400v2. My internet provider is through Xfinity. For whatever reason, my laptop computer isn't picking up Xfinity's 5G network. The only network that I'm seeing is the regular network and those of our neighbors. On both mine and my wife's cell phone, we can see the Xfinity 5g wireless network, but it isn't appearing on the laptop. I've restarted the laptop, restarted the router, and spent about an hour with Xfinity support who suggested I reach out to Netgear. I need the 5G network in order to work from home as I need the faster speeds. I've tried going into to my network setting and adding the network manually with no success. The two networks I'm looking for are NETGEAR71 and NETGEAR71-5G. Both would appear as networks on the laptop, but now, only the the NETGEAR71 is appearing.