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nighthawk R6900P update problems

Everytime I get an email about a Nighthawk (R6900P) Security Update, I am unable to do the update.  The login accepts my MYNETGEAR password, but not the default "password" password.  Then it asks me to answer the security questions, but I never set those up.  At that point I'm just stuck.  This has happened every time I get a security email.  I have been unable to do any of updates.  Suggestions?

Message 1 of 4
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Sage

Re: nighthawk R6900P update problems

> [...] The login accepts my MYNETGEAR password, but not the default
> "password" password. [...]

   You should be able to reset the "admin" password to "password" (and
all your other settings), if you want to do that.  Visit
http://netgear.com/support , put in your model number, and look for
Documentation.  Get the User Manual.  Look for "Factory Default
Settings".

Message 2 of 4
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Re: nighthawk R6900P update problems

I had the same issue - bought the router from Costco less than a year ago, went today to change the password and do a firmware update, and could not get into the settings page.  Asked for user name, which I had not done, would not accept the password which I had done when I bought it.  Customer service said they could not help me because the router had locked out all security changes because my "network" (a phone, two computers, and a TV) was unstable.  Netgear support said they'd bring someone else on the line who could help me with this issue, but that it would cost $200.  I wondered why they couldn't just update the router and they said they couldn't without the extra, $200, support.  I said I'll just buy a new router, and they said it too wouldn't let me change the factory passwords etc due to the network instability.  So, reluctantly, i said ok.  After 45 minutes with a nice young man on a dual screen basis, he got the router working, the firmware updated, and the passwords changed.  But, until we finished and I got an emailed receipt I had no idea I was no longer working with Netgear, but instead with a contractual provider called  computerservicests.com.  I'm not sure why Netgear never sent me the firmware updates which might have prevented the problems they say my "network" had - heck, why can't they just download them? -  but in any event I'm feeling rooked out of $200 and not too interested in buying any future equipment from Netgear.  I'm also hoping the contractor provider, whom I'd never heard of and know nothing about, was on the level.    

Model: R6900|Nighthawk AC1900 Smart WiFi Router
Message 3 of 4
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Sage

Re: nighthawk R6900P update problems

> [...] Customer service said [...]

   _Whose_ "Customer service"?  Found how?  Contacted how?

> [...] Netgear support said [...]

   I doubt it.  It's sad, but there exist innumerable scam artists who
claim to "support" some product or other, and get their phone numbers
published in many places, where unfortunates discover them.

> [...] they could not help me because [...]

   That all sounds to me like nonsense.

> [...] I'm not sure why Netgear never sent me the firmware updates
> which might have prevented the problems they say my "network" had -
> heck, why can't they just download them? [...]

   "they say"?  Who?  _You_ can download Netgear firmware updates from
Netgear.  But why would a scam artist tell you that?

   Visit http://netgear.com/support , put in your model number, and look
for Downloads.  (For older versions, under Firmware and Software
Downloads, look for "View Previous Versions".)  Find the kit(s).
Download the kit(s) you want.  Read the "Release Notes" file for
instructions.

> [...] I'm feeling rooked out of $200 [...]

   It sounds that way.

> [...] not too interested in buying any future equipment from Netgear.
> [...]

   Your choice, of course, but there are scam artists who claim to
"support" other vendors, too.

> [...] I'm also hoping the contractor provider, whom I'd never heard of
> and know nothing about, was on the level.

   I wouldn't bet on that.

> [...] After 45 minutes with a nice young man on a dual screen basis,
> [...]

   If you let some stranger play with your (Windows?) computer, then I'd
suggest running some good anti-virus/malware program on the thing.  Very
soon.

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