Cell phones can't connect to internet after Nighthawk setup

[IvyGirl]

2 cell phones in our house cannot connect to the internet after setting up Nighthawk. One phone is a Google Pixel and the other is a Samsung Galaxy.

[FURRYe38 · Accepted solution]

What Nighthawk model are you referring too? 

You gave us nothing to go off.
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.
There's a support site with access to manuals, firmware, install guides, etc.
Go to https://www.netgear.com/support/
Type in your model number and from there it'll take you to the above.
Its a great resource to start with.

[FURRYe38 · Accepted solution]

What Nighthawk model are you referring too? 

You gave us nothing to go off.
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.
There's a support site with access to manuals, firmware, install guides, etc.
Go to https://www.netgear.com/support/
Type in your model number and from there it'll take you to the above.
Its a great resource to start with.

[IvyGirl]

I already contacted support via email and the message said there might be a delay in their response, so I figured I would try the community group.  Nighthawk AX6000 WiFi Mesh Extender (AX8, WiFi 6)

[michaelkenward]

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@IvyGirl wrote:

Nighthawk AX6000 WiFi Mesh Extender (AX8, WiFi 6)

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That's not a Netgear modem number.

AX6000 is not a reliable guide to model number. Many devices come with an AX tag, but it is essentially a label that Netgear, and other brands, attach to hardware to describe wifi speeds.

Look at the label on the device for the model number. Something like RAX80.

While many questions about routers are generic and could be answered anywhere, some things need specialist knowledge.

You might get more help, and find earlier questions and answers specific to your device, in the appropriate section for your hardware. Hard to tell without knowing the exact modem number, but that's probably here:

Nighthawk Routers with WiFi 6 (AX) - NETGEAR Communities

You could also tell people what the modem/gateway is that sits between your Netgear "AX" and the Internet.

Details are the essence of troubleshooting.As @FURRYe38 says, you haven't told us much.

For example, when you say "cannot connect to the internet" what happens when you try? Connect how? Any error messages?

What have you tried in your attempts to fix things?

[plemans]

You put its an extender? what actual model? 

What method of setup did you use? WPS? The installation assistant?

What error do you get when you attempt to connect? 

[IvyGirl]

I never posted that it was a modem.  I posted the following:

Nighthawk AX6000 WiFi Mesh Extender (AX8, WiFi 6). Thanks anyway.

[plemans]

@IvyGirl AX6000 is a speed, not a model. Maybe you mean the EAX80? (check the label)

What router do you have it connected to? 

What method of setup did you use? 

the more info you can give us, the better we can help you. 

If support did get back to you and you managed to fix it, you can mark it solved so we stop pestering you 🙂

[michaelkenward]

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@IvyGirl wrote:

I never posted that it was a modem.  I posted the following:

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I know. That is part of the missing information.

It is why is said:

"You could also tell people what the modem/gateway is that sits between your Netgear "AX" and the Internet."

You may think we are being picky with these questions. But so far we know next to nothing about your network. That makes it very difficult to begin to diagnose what might be going wrong.

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@IvyGirl wrote:

Nighthawk AX6000 WiFi Mesh Extender (AX8, WiFi 6).

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Any extender needs two other bits to get to the outside world. First there is the router that @plemans mentioned. Between that and the outside world (the Internet) most routers have a modem/gateway of some sort. Both these devices could be involved on your wifi problems.

Apologies for all the questions. But you can help people to help you by providing the information suggested in this forum's header:

Subject (Include model number and brief summary)
Model (Recommended - Helps the community give the best answers)
Body (Include additional detail including model version, firmware, OS and environment where relevant.)

They are there for a good reason.

[IvyGirl]

Thank you for everyone's input.  I was able to speak directly with Netgear and they helped fix the problem through a remote session.  They gave me a number for the Pro Support Team in the future.

[FURRYe38]

Please let us know what they did so other can benefit should they run in to this same problem. 

[michaelkenward]

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Please let us know what they did so other can benefit should they run in to this same problem. 

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Absolutely. This is where we learn together.

Feedback is valuable, especially with problems solved.