is tech support a scam???

[jimbo101a]

seems like last 3 times I contacted support or used live chat they ask for my phone number and then they call me and want to connect to my computer.  then they do their thing and the result is I have a serious network issue very vunerable to hackers.  then they want $$$$$$$ to fix it.   has anyone else have this issue

[FURRYe38]

Did you use this link to open a support ticket? 

https://www.netgear.com/support/#

What product are you having problems with? 

[jimbo101a]

I called twice for my netgear extender and most recently for my arlo camera.

[vajim]

---

@jimbo101a wrote:

I called twice for my netgear extender and most recently for my arlo camera.

---

you may find help here for your extender

https://community.netgear.com/t5/WiFi-Range-Extenders-Nighthawk/bd-p/home-wifi-range-extenders

the arlo camera would depend upon which Orbi router you have

[CrimpOn]

---

@jimbo101a wrote:

seems like last 3 times I contacted support or used live chat they ask for my phone number and then they call me and want to connect to my computer.  then they do their thing and the result is I have a serious network issue very vunerable to hackers.  then they want $$$$$$$ to fix it.   has anyone else have this issue

---

Can you please describe how you contacted support?

Did you go through the web site that @FURRYe38 provided a link to?

Were you taking advantage of the 90 days of "complimentary support" or had you purchased a support plan?

If you did an internet search for something generic such as "Netgear tech support", there is a good chance that it led you to somebody that is not Netgear.

[vajim]

not to mention any help outside this forum and beyond the normal NG warranty may result in $$$$$

[Blanca_O]

Hi @jimbo101a

Welcome to NETGEAR Community!

We apologize for this inconvenience. Will you be able to provide us the case number given to you at the time of support?

Regards,
Blanca
Community Team

[Jgollnickjr]

I was on chat where a support person called my cell number because our Mesh network was running incredibly slow. Has anyone heard of Network Solutions who charge $430 for 5 year “network security” I asked if they were part of Netgear and was told yes- and the invoice through PayPal says both Network Solutions and Netgear PayPal- is this a scam?

[CrimpOn]

---

@Jgollnickjr wrote:
I was on chat where a support person called my cell number because our Mesh network was running incredibly slow. Has anyone heard of Network Solutions who charge $430 for 5 year “network security” I asked if they were part of Netgear and was told yes- and the invoice through PayPal says both Network Solutions and Netgear PayPal- is this a scam?

---

Netgear's equivalent to Best Buy Geek Squad is called GearHead (like the humor?)

Scroll to the bottom of: https://www.netgear.com/support/ 

GearHead does not offer a "5-year plan" to residential customers.

Can you cancel this purchase - NOW

[svetaketu]

Hi @Jgollnickjr,

I believe you were scammed.

Check the legit ProSupport options here: https://prosupport.netgear.com/?_ga=2.80010967.1550946515.1623620645-917249371.1589500657 

The 2 year Pro Support starts at $49.99 for the first 2 years.

Then as for GearHead Support , you have 3 options:

• 6months - $89.99
• 12months - $139.99
• 24months - $229.99

*USD

Hope this helps.

[mob4260]

sure did. I called them out on it and disconnected 

[bertmanstein]

I’m going through that scam right now. We cannot access any websites on any of our devices because it says our connection is not private. Others say network not secure. I called the tech service number I found on Google. They asked for my phone number and called me back in a few minutes. Like an idiot, I gave them all the numbers on the bottom of my router then he accessed my computer. He ran some ““ tests on my computer and I could see certain things were compromised in my Netwerk. He said I need a new firewall that cost $150 for two years, $200 for three years or $300 for lifetime service. At that point I could tell it was turning into a scam. The guy got slightly aggressive when I challenged him on that. sounded like he was from India. Were you able to resolve your issue? And if so, how?

[FURRYe38]

If you did an internet search for something generic such as "Netgear tech support", there is a good chance that it led you to somebody that is not Netgear. Always seek out the actual manfuacturers web site first for support contact information. Do not attempt to do any online searches. 

Contact your credit card companies or bank support if any monitary values were given to scammers.

This is NGs official support contact information:

https://my.netgear.com/support/contact.aspx

https://www.netgear.com/support/

---

@bertmanstein wrote:
I’m going through that scam right now. We cannot access any websites on any of our devices because it says our connection is not private. Others say network not secure. I called the tech service number I found on Google. They asked for my phone number and called me back in a few minutes. Like an idiot, I gave them all the numbers on the bottom of my router then he accessed my computer. He ran some ““ tests on my computer and I could see certain things were compromised in my Netwerk. He said I need a new firewall that cost $150 for two years, $200 for three years or $300 for lifetime service. At that point I could tell it was turning into a scam. The guy got slightly aggressive when I challenged him on that. sounded like he was from India. Were you able to resolve your issue? And if so, how?

---

[RobMpls]

Yes, I just had that happen to me.

[bertmanstein]

Sorry to hear that.  I don't know how far you went with them, but I let them into my computer..  becuase our netgear ORBI wasn't working..   my wife fixed it by using the ORBI app on her phone. she basically resest the ORBI by uninstalling it completely and starting from scratch , like she installed it when we first got it...  she created a new name for the network and new password.  after that it's been fine...

[wjvt]

I Had the same experience.

I Called Netgear Customer Service, They Said Someone Would Call Me Back. They Did ...Charged Me $149.99 to Solve My Problem With A Netgear Extender.   Also Paid $299 for 5 year Support.

They Charged My Card $299 One Year Later...said The First $299 was For One Year.

I Have The Email Saying 5 years...

When I Called To Cancel...they Say They Can't Credit The Charge ...will Have Their Bank (Bank Of America ) send The Refund To My Bank.

I Told Them There Was No Way They Could Credit My Account Without Even Knowing Who My Bank Was. (I COULD SEE WHERE THIS WAS GOING).

When I Told Them I Would Not Give Them Any Bank Info, They Hung Up On Me.

Thanks Netgear...!!!!

Ps : My Extender Doesn't Work Either...

[CrimpOn]

Could you please share:

• How you found the phone number to call Netgear support?
• What business name showed up on the credit card statement for this charge?

Netgear provides customer support through an organization called GearHead.  The rates shown on their web site are:

• One incident: $49.99
• Six Months $89.99
• One Year $139.99
• Two Years $229.99

There is no option for five years.

https://gearhead.netgear.com/home.html 

There are all sorts of firms that turn up on internet searches offering 'support' for a variety of products who have no connection to the actual companies at all.

---

[KevinLiT]

Hello @wjvt ,

I am sorry to hear that you had this experience. However, due to the unprofessionalism of this experience, I do not believe you were given the right information to contact our support team.

Please answer the following questions in a PM:

Where did you find the "NETGEAR" contact information?

What website was the contact information provided on?

What customer support number were you provided?

Please PM this information as soon as possible!

Best,

Kevin

Community Team

[RobMpls]

Look, wjvt is not the only one this is happened to. It has happened to me too. I simply Google Netgear customer service and was given a number that in every way appeared legitimate. They are very helpful at first, but then are very aggressive in attempting to get me to sign up for a service contract. And every step they present themselves as part of Netgear. So, Netgear has a real problem with this. I’m sorry to say that is is your responsibility to promote your legitimate customer service number better and do everything you can to refute these scam artists who are working under the banner of Netgear. Good luck and thanks.

[Jgollnickjr]

Thank you @RobMpls
You nailed it on the head. I asked multiple times if the person I was speaking to was a Netgear employee and was told yes.
And since you waited so long to reply with the heart felt immediate response- why doesn’t your organization have a trade in/up policy? My router, 2 satellites, and outdoor satellite could do wonders for a family, a business, or even a classroom/s in need of a mesh system. I deal with large files daily and have a fiber line. I would love to upgrade to the newest offering, but since there is no upgrade path, why would I continue to spend hundreds of dollars to upgrade every couple years? Just a thought- customer success starts with happy customers!

[KevinLiT]

Hi @jimbo101a, robmpls, and jgollnickjr,

I understand your concerns and thank you for your input. I will bring this information up to my team for further investigation. 

In the meanwhile, please navigate to the link below for further information on how to verify the authenticity of our support team:

https://kb.netgear.com/000060468/How-do-I-recognize-an-official-NETGEAR-website-or-social-media-acco...

Best,

Kevin

Community Team

[dbjernin]

I had the same issue yesterday.  I was told that my network was corrupted and that I needed to have it fixed and that I needed to have a network firewall installed at a total cost of $695.  I am now disputing the charge thru paypal and AMEX.  And I still don't have my netgear ORBI working!

[FURRYe38]

What Orbi model do you have? 

What site like or phone number did you contact yesterday? 

---

@dbjernin wrote:

I had the same issue yesterday.  I was told that my network was corrupted and that I needed to have it fixed and that I needed to have a network firewall installed at a total cost of $695.  I am now disputing the charge thru paypal and AMEX.  And I still don't have my netgear ORBI working!

---

[CrimpOn]

---

@dbjernin wrote:

I had the same issue yesterday.  I was told that my network was corrupted and that I needed to have it fixed and that I needed to have a network firewall installed at a total cost of $695.  I am now disputing the charge thru paypal and AMEX.  And I still don't have my netgear ORBI working!

---

Yes, you did get scammed. And it wasn't by Netgear.  Good luck disputing the charge.  I would claim fraud and misrepresentation.

Meanwhile, you can purchase support from Netgear's support organization, called Netgear Premium Support: https://www.netgear.com/support/  (scroll down the page).  Plans run from $49.99 for one incident to $229.99 for two years:

Or, you can describe the problem and community volunteers will try to help you on this forum.

[Geoff55]

 I have just had exactly the same conversation looking for support installing an extender which would not connect.  I started by getting 'customer support chat' on the web site i was directed to who redirected me to an `engineer'.  I thought i had not left the Netgear environment so i suspect there is a dummy webpage lurking in there.  I stopped before paying anything fortunately.  Then I had a warning from my bank about an unauthorised device accessing my account.  It may just be a coincidence but beware.  These are definitely scammers, and quite sophisticated at that.