Hi everyone! I'm having a really frustrating issue with my Netgear router. Recently, my internet went down for a couple of hours, and when it came back, I noticed an unsecured guest network appeared on my router. I wanted to remove this because my internet was slow, and I suspected someone might be using it. However, I forgot my admin password while trying to log into the Nighthawk app. After some confusing support pages, I ended up in a support chat where the agent mentioned I had to pay for a support contract to reset my password or just factory reset the router.
I chose the latter, but now my router won't connect to the internet! After the reset, I set a new admin password, went to log into my Netgear account, but kept getting a "no internet connection" error. We can't even use the Nighthawk app, which is super frustrating. When I called support, they told me that my router's security had expired and to get back online, I'd have to purchase a security license for $200 or $300, regardless of whether I buy a new router. This all feels pretty sketchy to me. Is this typical? I'm not super tech-savvy and don't want to get scammed. Can someone break this down for me?
3 Answers
I've been in a similar boat. I told the support I couldn't afford the fees. My internet provider ended up hooking up their router and now I pay a monthly fee for it along with some security service. It's not perfect, but they usually handle things pretty well when issues pop up. Just make sure you know what you're paying for with these services!
Hey, I feel for you! I had a similar situation not long ago, and it really feels like you're being taken for a ride. First off, try calling your internet service provider and just ask them to re-provision your device. They usually can resolve issues like this without charging you. Just let them know you're having connection troubles after a reset.
I've got the same router, and honestly, it's hard to believe that it's normal for them to ask for money like that! Once you get into the settings, you can manage everything including the guest network. My router has been running for years without a hitch. By the way, which model do you have? I can help with setup instructions if it's one I'm familiar with.
I had the R7000 before and it was great until it got hit with fees for repairs when the warranty lapsed. Such a bummer!
We have the AC1200.
I tried that, but since it was the weekend, I was told the right people aren't available until Monday. They did what they could, but everything looked fine on their end, so no luck.