can't connect devices to chromecast when using MR60 satellite

[jcvllow]

I have a MR60 Nighthawk Mesh network and a satelite. Everything seems to connect, including my chromecast, which is in the same room as the satellite. the chromecast is able to connect to the satellite, however, if you try and connect a mobile (I've tried Apple and Android) or a laptop (windows and Apple), it isn't able to. If you stand at the other end of the house however, the devices do connect and you can stream content. This is obviously frustrating as we should be able to connect in the room where the satellite and chromecast are.

My Nighthawk app shows that the Chromecast is connected to the satellite so I don't know what the issue is. I first called on 15 Feb '21 and they tried a very basic troubleshooting  (turning off and on, resetting the chromecast) which worked for a second, and then immediately reverted back to it's previous state. I've tried various troubeshooting methods listed in these forums for similar issues, and they will either work for a few minutes to an hour, before failing, or not work at all. 

I spent the week following the 15th trying to get back in touvh but Netgear wouldn't respond, not by email or through the online chat in my case. When I would call I get transferred around and then hung up.

I was finally able to speak to someone again on the 23 and then the 24 Feb '21, and they tried some more in depth troubleshooting on the 24th after the 23rd call had failed to do anything, and she said she'd call back the following day to check up. It's now March 1st and I have not been phoned. I called today to chase up what happened, and was hung up on multiple times, or immediately transferred and never given a straight answer. Someone was finally able to say that a call was attempted pn 28 Feb, at 10:30pm, but my call history shows no missed calls from them ( I confirmed they had the correct phone number). 

I have spent this evening making several calls,and I've been hung up on multiple times or immediately transferred up to 3-4 times in a row. At one point the technician said they couldn't hear me anymore, and isisted I hang up, only to transfer me. I then saw a case ID they created saying I had hung up on them. 

I don't know why this is such a complex issue that someone hasn't been able to resolve it, and I don't know why customer support has been so hesitant to provide assitance, I've been ignored, passed from one tech to another, os simply lied to. My latest call was so ineffective that it left me in tears, I just don't know what to do anymore

[Christian_R]

Hello jcvllow,

Welcome to the community! Has our support team been able to follow up with you? If not, please send me a private message with your case number(s) and email address. 

Thanks,

Christian 

[jcvllow]

I was told on the last call before posting this that Netgear couldn’t help me. The support member said that the issue was clearly my chromecast’s fault, and so she was not prepared to try anything else after literally one troubleshooting attempt that hadn’t worked

I have since returned the Netgear device and purchased a Google mesh network instead, not only is my internet stronger at the other end of the house, but I have no issues with my chromecast whatsoever. This is a clear indication that Netgear’s device was at fault for the issue, and their lack of willingness to help me was astounding.

Just yesterday I was phoned again from Netgear, Sunday around dinner time which is such a ridiculous time to call, I’m guessing as they were overseas, the US I think? (Netgear advertises having an Australian support centre but this is also false). The person I spoke to did actually seem eager to assist me, finally, but it was too little too late, I told him the cases should have already been closed, which they hadn’t. Not only did Netgear do a terrible job with my case, they did a terrible job of leaving me alone after I ceased being their customer.

It’s quite sad that I was given no warning that I was going to be contacted by someone more experienced and eager to help me, I might have actually given him the benefit of the doubt if I was advised he’d be calling, and not returned the device already. But Netgear made no attempt to let me know that my case had been escalated, how was I to know? The last person I had spoken to made it clear Netgear would no long be able to help.

Thankfully I got a full refund from the store I purchased the device from, but Netgear can’t pay me back for the time or distress their lack of support, honesty or sense of care they put upon me in such a small period of time.