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Router needs to be updated?

davidb0409
Aspirant

Router needs to be updated?

My router died two days ago after 4 months of ownership and no issues. I called tech support and they informed me the router needed to be updated and they could help if I paid them $150 for a one year service plan. Is it true routers will just stop working if they aren't updated? Can this happen after 4 months? I refused to pay the money since I felt I was being scammed, so now I have a $300 door stop and I'll go back to renting one from Xfinity.

Model: C7100V|Nighthawk AC1900 WiFi Cable Modem Router
Message 1 of 10
plemans
Guru

Re: Router needs to be updated?

Not sure who you called but the C7100V is a modem/router combo device. An update doesn't get pushed by netgear or the end user. It has to come from the isp. Makes me suspisious of whoever you called. There's many scam/con sites if you google for a support number. 

 

what issues are you actually having? details help and we're here to help and free. 

What are the led's doing? 

 

 

Current Setup: CM2000-> RBK750-> GS716v2-> RAXE500-> Pi-hole->
Message 2 of 10
davidb0409
Aspirant

Re: Router needs to be updated?

I called Netgear support. The lights are just cycling repeatedly. All on, 2.5mgz/5gz blink twice, power button on, all on, etc, etc.

Model: C7100V|Nighthawk AC1900 WiFi Cable Modem Router
Message 3 of 10
plemans
Guru

Re: Router needs to be updated?

try this. 

while powered on, disconnect the coax cable from the modem. 

Then push and hold reset for up to 30 seconds while its powered on. 

Then let it reboot. Leave the coax disconnected. 

Does it boot up properly? 

Current Setup: CM2000-> RBK750-> GS716v2-> RAXE500-> Pi-hole->
Message 4 of 10
davidb0409
Aspirant

Re: Router needs to be updated?

No luck. The light cycling continues no matter what I do.

Model: C7100V|Nighthawk AC1900 WiFi Cable Modem Router
Message 5 of 10
plemans
Guru

Re: Router needs to be updated?

If its only 4 months old, you can start the rma process. 

Click on "mynetgear" at the top. register an account and then the device. 

From there, you can start the rma process. 

Current Setup: CM2000-> RBK750-> GS716v2-> RAXE500-> Pi-hole->
Message 6 of 10
davidb0409
Aspirant

Re: Router needs to be updated?

Rma? Is that different than calling support? Lol.

Message 7 of 10
plemans
Guru

Re: Router needs to be updated?

Most routers have a 1 (or 2 in some areas) year warranty if purchased new. If you're still within the warranty period, you should be able to exchange it through the rma process. 

RMA=return merchandise authorization. 

Current Setup: CM2000-> RBK750-> GS716v2-> RAXE500-> Pi-hole->
Message 8 of 10
davidb0409
Aspirant

Re: Router needs to be updated?

I was hoping to get a replacement when I called support but I got “pay me more” instead. I’ll try support again next week and see what happens. Thanks and have a great weekend!
Message 9 of 10
plemans
Guru

Re: Router needs to be updated?

https://kb.netgear.com/1162/How-can-I-get-a-Return-Material-Authorization

Current Setup: CM2000-> RBK750-> GS716v2-> RAXE500-> Pi-hole->
Message 10 of 10
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