I am having problems connecting a NAS424 to an Eaton UPS 5P. I have raised this with Netgear support, and I have a running support case: 30039834. It's reached level 3. But now I can't reply to my case, my case has completely disappeared from my active case profile, and every time I get put through to technical support , the call diversion to the NAS department fails - you can hold it for over 30 minutes and you get no reply. There's no chat line, there's no method of raising another case, nothing! So I am stuck. Is Netgear giving up on support? I'd like to know, then I can buy my network equipment elsewhere.

Hi Capell Welcome to the Community! There has been a downtime on Support lines and pages as well as logins. This is due to the new Support tools that NETGEAR is implementing. Your old case 30039834 has been assigned a new case number 00296105. You can contact Support using +44-344-453-8000 and going to presales instead. Press 2 for non tech concern then press 3 for new product and 3 again for prosafe. then provide your case number to be pulled up. Im sure your case is being worked on and Support is following up on your case. Regading your profile, you should be able to see the new case when logging in to my.netgear.com, are you saying the case is not showing? Regards

Thanks for your reply, and the information about the new case number. I do appreciate finally maikng contact with someone from support! Part of the problem is that I have changed my e-mail address. I seemingly have two accounts, with different login names (i.e. the e-mail addresses) and different passwords. It was part of the current case 30039834 that this would be resolved. I thought it had been resolved. The old account name sees that I have an NAS424, but I have no outstanding support cases. The new account sees no products, no support cases. So: both support cases 30039834 and 00296105 are missing.

The new case number 00296105 is the one to use going forward. It's the same case just a new number for it. The case is attached to the same email you use for the community. If you can PM us the details of the old account and the new account we can pass on the account merge request. Do you use just this account on the community or the other account as well? You can also email us the logs from your system if you like (see the Sending Logs link in my sig).

Thanks, that all seems very helpful. I'll see if I can manage all those actions. I am making full use of MyNetgear to support the ReadyCloud aspect of the NAS OS6 which is extremely useful. Give a a day or so!

What problem are you having with the Eaton? I have a 5P 1500 attached to my RN516 via USB and it works fine.

Failure of Netgear Technical Support

13 Replies

Marc_V
NETGEAR Employee Retired
Jun 06, 2018
Hi Capell

Welcome to the Community!

There has been a downtime on Support lines and pages as well as logins. This is due to the new Support tools that NETGEAR is implementing.

Your old case 30039834 has been assigned a new case number 00296105. You can contact Support using +44-344-453-8000 and going to presales instead. Press 2 for non tech concern then press 3 for new product and 3 again for prosafe. then provide your case number to be pulled up.

Im sure your case is being worked on and Support is following up on your case.

Regading your profile, you should be able to see the new case when logging in to my.netgear.com, are you saying the case is not showing?

Regards
- Capell
  Aspirant
  Jun 06, 2018
  Thanks for your reply, and the information about the new case number. I do appreciate finally maikng contact with someone from support!
  
  Part of the problem is that I have changed my e-mail address. I seemingly have two accounts, with different login names (i.e. the e-mail addresses) and different passwords. It was part of the current case 30039834 that this would be resolved. I thought it had been resolved.
  
  The old account name sees that I have an NAS424, but I have no outstanding support cases.
  
  The new account sees no products, no support cases.
  
  So: both support cases 30039834 and 00296105 are missing.
  - mdgm-ntgr
    NETGEAR Employee Retired
    Jun 06, 2018
    The new case number 00296105 is the one to use going forward. It's the same case just a new number for it.
    
    The case is attached to the same email you use for the community.
    
    If you can PM us the details of the old account and the new account we can pass on the account merge request. Do you use just this account on the community or the other account as well?
    
    You can also email us the logs from your system if you like (see the Sending Logs link in my sig).
- Sveinolse
  Guide
  Jun 25, 2018
  Marc_V wrote:
  
  Hi Capell
  
  There has been a downtime on Support lines and pages as well as logins. This is due to the new Support tools that NETGEAR is implementing."
  
  I still can't see my support cases. Is'n it time to fix that problem? It has been for a long time. I can not answer my questions and they closes one by one ... and when support sends me an email reply that I have to go to My Support to answer this problem, I think I'm dying! So - I still do not see my stuff!
  - Sveinolse
    Guide
    Jul 17, 2018
    I still can't see My Support-cases!

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Failure of Netgear Technical Support

13 Replies

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