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Forum Discussion
Netgear is refusing to replace or troubleshoot my router unless I purchase technical support
Hello everyone! Long time netgear owner, first time contacting support. My last netgear router had no issues, lasted for 5 years and I loved it. Decided to stick with them an purchased a new devi...
A couple things.
1. Support is only free for the first 90 days. Unless its a clear hardware failure, if you're out of that 90 days, then you do have to pay for support. You can usually get them to agree to refund it if it turns out to be a hardware failure. But if its a settings issue, then its on you to pay for additional support. Sadly, if they made you pay afterwards, how many people would just say no and hang up? That's why if it powers on, you're on the hook for support until proven its a hardware failure. But get them to agree up front to refund if its a hardware failure. (if you use support)
2. the community support forum is here to help for free. We're members of the pbulic that help out on here. Its a good resource to use to make sure you've ruled out some of the firmware/settings issues that could cause your problem.
3. Details. If you're wanting to use the community for help, we need details. You didnt' put what router you have, what modem/gateway its connected to, what firmware you're on, if its happening to all devices/wired device/just wireless devices/if its saying "connected, no internet'/ or much of any details other than it drops. Help us to help you.
4. You put that the connection stays up for those devices connected to the modem. That's indicating that it isn't just a modem, that its a modem router combo device. Cascading routers can cause issues. its called a double nat. https://kb.netgear.com/30186/What-is-Double-NAT