Business Profile

Internet Services

NETGEAR

Headquarters

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Complaints

This profile includes complaints for NETGEAR's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

410 total complaints in the last 3 years.
72 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My internet stopped working and I contacted Netgear for help. I use the Netgear37 unit. They informed me the internet no longer would work due to not having proper security. They wanted $199 for 5 years of service or $299 for life. I paid them the 199...$219.99 with taxes etc. The internet provider, ***************************, showed up while Netgear personnel were still on the phone and told me that security was not required so I asked to reimburse the money which they said they would. I went to my local ***************************** to cancel the credit card and they told me Netgear had charged another $219.99. We canceled that card she submitted a despute for the total charge of over $420 and they told me to keep checking my account on line and if I dont see a credit issued within a week to come back. Please advise. I can be reached at ************.
Business Response
Date: 07/15/2025
Hi ***** *****,

I hope you are well. My name is ****, and I am a ************* Advocate from ********************** We understand from your recent correspondence that you have submitted a complaint regarding Repair Issues.

Ive taken some time to review your issue and attempted to locate an account using the email address ********************** but I was unable to find any matching records in our system.

If you believe you may have used a different email address or have additional information that could help us locate your account, please let us know. Were here to help and want to ensure we resolve this for you as quickly as possible.

We would like to gather some more information to better understand the issue.

-Where did you find the number to call?
-Do you have the number/URL of the website?
-Did the agent claim to be NETGEAR?
-What was the name of the service they were sold?
-Can you send a screenshot of the transaction/invoice?

We look forward to hearing back from you.

Kind regards,

**** *.
************* Advocate
**********************
Customer Answer
Date: 07/15/2025

Complaint: 23599052

I am rejecting this response because:
I have further info that Netgear requested in their response. I have emails containing the invoice and another containing a refund notification. I also have information such as what numbers I called and have a few applicable names and numbers and websites. There is a list of questions from Netgear that I can answer.
But I don't know who to send the answers to? Do I contact them directly or communicate through BBB?

Sincerely,

***** *****
Business Response
Date: 07/18/2025
Hi ***** *****,

Thank you for your response.

To assist you further, we kindly request that you send your reply to the questions we previously asked, along with a copy of the invoice related to the charge on your account, to our customer service mailbox at *********************************************************************.

Please include Case #******** in the subject line and address it to my attention, ****, to ensure it is routed correctly.

Once we receive the requested information, we will review it and provide you with an update within 24 to 48 hours.

Thank you for your cooperation.

Kind Regards,

**** *.
Customer Care Advocate
**********************
Initial Complaint
Date:07/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
purchases an Obri Router in 2016. It has worked well until the last few months. Contacted ISP, and all looked good. Contacted netgear and they claimed that the "securities" on the router has run out. This is separate from their Armour subscription. Was informed to get the router to work I'd need to buy a 3 yr. ($199) 5 yr. ($279) or lifetime (been quoted prices from $349-$699) to make the router work again. The employee then went on to explain that we were "Lucky" because their newer routers don't come with any coverage and you have to pay this fee immediately to use. It's as if they are holding the router hostage until you pay a ****** charge.
Business Response
Date: 07/16/2025
Hi ******* *******,

I hope you are well. My name is ****, and I am a ************* Advocate from ********************** We understand from your recent correspondence that you have submitted a complaint regarding Service Issues, and the service you received when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.

Ive taken some time to review your issue and attempted to locate an account using the email address ******************* but I was unable to find any matching records in our system.

If you believe you may have used a different email address or have additional information that could help us locate your account, please let us know. Were here to help and want to ensure we resolve this for you as quickly as possible.

We would like to gather some more information to better understand the issue.

-Where did you find the number to call?
-Do you have the number/URL of the website?
-Did the agent claim to be NETGEAR?
-What was the name of the service they were sold?
-Can you send a screenshot of the transaction/invoice?

We look forward to hearing back from you.

Kind regards,

**** *.
************* Advocate
**********************
Initial Complaint
Date:07/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Netgear is stopping us from using their wireless router. Are they going to send us a replacement?
Business Response
Date: 07/06/2025
Dear ******* ******,
I hope this email finds you well. My name is Jinky, and I am part of the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the Guarantee Or Warranty Issues. I would first like to thank you for your feedback.
NETGEAR Inc. can replace products found to be defective with the same model or a suitable upgrade if the current model is unavailable, according to the one-year hardware warranty. As per NETGEAR Consumer Warranty Policy, the product is also entitled for 90 days Service warranty from the date of purchase for any technical assistance.
******************************************************
I have personally taken the time to review your account and your ****** Dual Band WiFi Router(R6120) hardware warranty already expired on 11/25/2019.
When a Netgear router reaches the end of its life cycle (also known as End of Service or EOS), Netgear stops providing firmware updates, maintenance releases, and security updates for that specific model. This means the router will no longer receive patches for newly discovered vulnerabilities, leaving it potentially exposed to security risks and performance issues.
Netgear recommends and other experts recommend replacing your router every 3-5 years, according to Consumer Reports to ensure optimal performance and security.
Thank you for your understanding and have a great day!
Regards,
***** *.
************* Advocate
**********************
Customer Answer
Date: 07/08/2025

Complaint: 23558946

I am rejecting this response because: I never said anything about a warranty I said they shouldn't end the service of something without replacing it. ******** will replace your phone for free every 3 to 5 years. I never heard of any other business doing this. This should be illegal to just make something not work anymore and make people buy a new ones.
Sincerely,

******* ******
Business Response
Date: 07/09/2025
Hi ******* ******,

This is to acknowledge your response.

We understand that you are not in the agreement with the current response on your issue, hence we will discuss this matter with the Management. As soon as we got their opinion on this case we will loop you in and provide you an update.

Sincerely,

***** *.
Customer Care Advocate
**********************
Customer Answer
Date: 07/11/2025

Complaint: 23558946

I am rejecting this response because: Guess I'll have to order a TP Link Wifi router then.

Sincerely,

******* ******
Initial Complaint
Date:07/02/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I pay Netgear for a subscription for parent controls over my internet. The parent controls have not been working in app, despite them being paid out until September of 2026. I have emailed multiple times over the course of weeks with no resolution. I am basically paying for a service that they are refusing to provide to me.
Business Response
Date: 07/02/2025
Hi ******* *******,

I hope this email finds you well. My name is *******, and I am part of the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the ******** Services Issues. I would first like to thank you for your feedback.

We relayed your concern to the higher-level tier of technical support and advised them to arrange a phone call for assistance to confirm the activated Smart Parental Control contract on your NETGEAR account using your email address, ******************* Please refer to your case ******** and also check your email for any follow-up.

Thank you for choosing NETGEAR.

Yours in Service,

******* *.
************* Advocate
**********************
Customer Answer
Date: 07/09/2025

Complaint: 23548215

I am rejecting this response because:
Somebody did call (on 4th of July which wasnt ideal). The caller basically rerouted our entire internet (new name/password and kicked off of all of our devices) along with wanting to extend our subscription to cover the month we didnt receive services. After almost 2 hours, we were told our case was being sent to higher level people. We have yet to hear anything. The original issue was fixed, but we were left with a whole other mess of issues, and we still went without the paid service for over a month.

Sincerely,

******* *******
Business Response
Date: 07/16/2025
Hi ******* *******,

Thank you for the feedback.

We have checked your account, and our engineering team has resolved the issue. The Smart Parental Control has now been activated, and we extended its service for 2 months due to inconvenience.

Kindly check the pending support case 49121262 for further information, and please don't hesitate to leave a comment on the case if there are other issue that needed their assistance.

Thank you for choosing NETGEAR.

Kind regards,

******* *.
Customer Care Advocate
**********************
Initial Complaint
Date:06/30/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a RS300 router in November 2024. I had difficulty with this Netgear device May 19 and had to reset the device (case #*********. I attempted to reinstall the device and could not (case# ********). I received a replacement June 10th and spent an hour with tech support because I could not add wifi devices including my security system and cameras.Because I work from home, I rushed out and bought an upgraded router because the refurbished replacement was as defective as the original.I've requested a refund for my original device.
Business Response
Date: 07/02/2025
Dear Ms.****** **************** hope you are well. My name is Jinky from the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding Guarantee or Warranty Issues and unable to connect wifi devices to the router issue. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.

I have personally taken the time to review your concern, and we currently working with case ********, and I have the management review your request for refund.

Thank you for your understanding and have a great day!

Regards,

***** *.
************* Advocate
**********************

Customer Answer
Date: 07/03/2025

Complaint: 23536859

I am rejecting this response because Netgear is working towards a solution and this case should remain open.

Sincerely,

****** ******
Business Response
Date: 07/09/2025
Hi ****** ******,

This is to acknowledge your response.

We understand that you want to have this case remain open while we are currently working on your product refund case ********. We continuously working with the relevant team for the fix/refund.

We appreciate your patience. Thank you for your understanding and have a great day!

Sincerely,

***** *.
Customer Care Advocate
**********************

Customer Answer
Date: 07/12/2025

Complaint: 23536859

I am rejecting this response because NETGEAR is processing a refund and this case will remain open until That process is complete.

Sincerely,

****** ******
Initial Complaint
Date:06/13/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Case Number - 49060709Summary - Email-CM2000 - Cx internet lights is not litProduct - Nighthawk 2.5Gbps Cable Modem(CM2000)I contacted Netgear about the Internet light on the Modem not working. I could have asked for a replacement but I thought it would be better to work with both Netgear and the Internet provider to see if was the modem or the service. On Wednesday, June 11, 2025 at 11:14:18 AM CDT, ***** **** ***************** wrote:Good morning, ***,I'm very sorry to hear that your services are constantly going off and on and I will be happy to look into your services. As I'm looking into your services, it shows that your modem is online. I will have to give you a call, so we can troubleshoot together. Would you please provide a good time to reach you at? Unfortunately, you won't be able to hook up both modems at the same time. You are welcome to hook up one modem and then try it out for a couple hours and hook up the second modem and try it out. I hope to hear from you soon. Have a blessed day!Thanks, Angel ************* ***** Advisor(800) 903-0508 ext. 5343Hi AngelThank you for the response. I guess I misquoted on hooking both modems up, I meant one at a time. I was wondering if I could have both modems setup so I could switch them back and forth. I'm a retired Computer tech so I'm pretty much home every day. I've unplugged, and reset a dozen times. What is strange is the Internet light on the modem came back on last night and went off again this morning and is still off but the Internet still works. You guys just ran new coax a few months ago and it's been working great. Could it be short in the light on the modem? I'd like to try switching modems to see, the **** on the CM700 is 9CC9EBFFBE8Thank youJayAs you can see I have been trying to find the problem but Netgear can't be patient. Then I get an email saying the case is closed when it has not been resolved.
Business Response
Date: 06/17/2025
Hi Jay Archer,

I hope you are well. My name is Jose from the NETGEAR Customer Care Team. I understand from your recent correspondence that you have submitted a complaint regarding repair issues. I would first like to thank you for your feedback, and I will make every effort to ensure that your case with us is handled efficiently.

I have personally taken the time to review your concern, and I can see that you contacted our technical support team on 5/31/2025 (Case #49060709). We understand that you are having an issue with your device, and you still need assistance.

To proceed, we would like to request a copy of your proof of purchase for your device, the Nighthawk 2.5 Gbps Cable Modem (CM2000).

A valid proof of purchase should contain the device's price, the store where you purchased the device, and the date of purchase. You can attach the requested invoice/receipt to your next reply.

Also, your preferred callback details so we can arrange a callback with our support ex

* Preferred Contact number
* Date
* Best time frame (please include Time Zone)

Thank you for your understanding and have a great day!

Regards,

Jose B.
Customer Care Advocate
NETGEAR, Inc.
Customer Answer
Date: 06/17/2025

Complaint: 23463352

I am rejecting this response because: I'm not sure where to send this.
Order Placed: November 20, 2024
Amazon.com order number: 112-1558122-6724224
Order Total: $218.99
Shipped on November 22, 2024

Items Ordered Price
1 of: NETGEAR Nighthawk Multi-Gig Cable Modem (CM2000) - Compatible With All Cable Providers Incl. Xfinity, Spectrum, Cox - For Cable Plans up to 2.5Gbps - DOCSIS 3.1
Sold by: Amazon.com Services, Inc
Supplied by: Other

Condition: New
$199.99

Shipping Address:
JAY W ARCHER
121 SPRINGWOOD RD
HOT SPRINGS, AR 71913
United States

Shipping Speed:
FREE Prime Delivery

Payment information
Payment Method:
Buy Now, Pay Later

Billing address
JAY W ARCHER
121 SPRINGWOOD RD
HOT SPRINGS, AR 71913
United States Item(s) Subtotal: $199.99
Shipping & Handling: $0.00
-----
Total before tax: $199.99
Estimated tax to be collected: $19.00
-----
Grand Total: $218.99

Thanks for the response

Sincerely,

Jay Archer
Business Response
Date: 06/18/2025
Hi Jay Archer,

Good day!

Thank you for responding to our request.

Please be advised that we will escalate your concern to our Level 2 technical support team and have them help you resolve the issue with your device, the CM2000.

Please have your line open, as someone from the team will call you within 24-48 hours.

We appreciate your patience.

Kind regards,

Jose B.
Customer Care Advocate
NETGEAR, Inc.

Customer Answer
Date: 06/24/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23463352, and find that this resolution is satisfactory to me.

Sincerely,

Jay Archer
Initial Complaint
Date:06/12/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased an Orbi router, replacing old one have in my personnel home. The router didn't work due to porting issues, Netgear replaced the router still not working. Need resolved as i work from home Main issue is the customer service or lack there of, i have spent the below amount of time dealing with netgear and the process for escalation and getting me to the next department is wrong. I was denied talking to a manager or escalating further. And getting employee name and last name was denied as well as manager for me to document (nor badge number). Escalation of issue is just sent to generic email address, i asked to be copied on email as well as manager to show urgency...that was denied. Below is the amount of time i have spent on this issue...this doesn't include how many times i was transferred.6/12: 1hr 45m @10:45am 6/12: 8:19AM - 39 minutes 6/10: 10:25 AM - 33 minutes 6/9: 8:22pm - 55 minutes 6/9 8:16pm - 6 minutes 6/9 7:36 pm 16 minutes 6/6 11:08 AM 21 minutes 6/2: 4:07pm 1hr 16m and more
Business Response
Date: 06/17/2025
Hi ***** *****,

Good day!

Thank you for reaching out and for sharing your detailed feedback. We sincerely apologize for the inconvenience and frustration you've experienced while trying to resolve the issue with your Orbi router. We understand how critical a reliable internet connection isespecially when working from homeand we regret that your experience with our support process did not meet expectations.

Please know that we take your concerns seriously. Your feedback regarding the difficulty in escalating your case and the time spent on multiple calls has been noted and will be shared with the appropriate teams to help improve our service.

While we truly empathize with the time and effort you've invested, we must respectfully inform you that NETGEAR does not offer compensation for time spent or service-related issues. Our focus remains on resolving technical problems and ensuring your product functions as intended.

We noticed that on case ******** you have already requested refund of the order, this purchase (*******) is still within the return period and in order for us to generate a return label, we have to receive either the faulty unit or the replacement we sent you. As soon as this is confirmed received at our facility we will initiate another *** to collect the entire Kit for full refund

************************************************

Your understanding and cooperation are very much appreciated.

Best regards,

******
Sr. ************* Advocate
**********************
Customer Answer
Date: 06/17/2025

Complaint: 23461377

I am rejecting this response because: I have returned the replacement router and still need to go thru ticket process to get a refund. not good customer service

Sincerely,

***** *****
Business Response
Date: 06/18/2025
Dear ***** *****

I understand that this may not be the response you were hoping for. Please know that weve explored all possible options to find a solution that would be convenient for you while remaining within NETGEARs policies.

However, our system is designed with safeguards that cannot be overridden. As such, we must adhere to the established process, which is in place to protect both our customers and the companys interests.

We truly appreciate your understanding and patience. Rest assured that we will keep you posted with the progress of your case.

Best regards,

******
Sr. ************* Advocate
**********************
Customer Answer
Date: 06/23/2025

Complaint: 23461377

I am rejecting this response because: the process of the refund needs to be expedited, i have shipped all remaining product back to Netgear.

Sincerely,

***** *****
Initial Complaint
Date:05/17/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I lost the Orbi 970 Series Quad-band WiFi 7 Mesh 3-Pack, White in the la fires. I was promised that you guys would replace it as of one of your agents said so.
Business Response
Date: 05/21/2025
Dear Arya ****,

I hope you're okay when this email finds you.

My name is ****** from NETGEAR ************* Team.

Thank you for reaching out, and were truly sorry to hear about the loss of your Orbi 970 Series Quad-band WiFi 7 Mesh 3-Pack during the LA fires. We understand how devastating such events can be, and our thoughts are with everyone affected.

Weve carefully reviewed your case, and while we genuinely wish we could assist further, we must inform you that incidents classified as Acts of God such as natural disasters are not covered under the standard NETGEAR warranty policy.

Please know that this decision is based solely on the terms of the warranty and not a reflection of the importance of your situation. We understand this may be disappointing, and were here to support you in any other way we can, including helping you explore available options for replacement or discounts if applicable.

If you have any further questions or need assistance, please dont hesitate to reach out.

Best regards,

******
************* Advocate
**********************
Initial Complaint
Date:05/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is my original email complaint, the company that I'm writing it against is clearly at the beginning of my paragraph.
Tell I'm writing a complaint on this company Rouerforu whose address is **************************************
***************** ***** Ph: ****************. My complaint stems from calling stated phone number believing that it was the customer services number for **********************, the equipment provider of the router that I purchased back in March 2025. I did a ****** such for Netgear tech support and the number above popped up along with Netgear signage. I called the number and the guy answered the phone indicating that he was a tech support person for Netgear. He asked for the serial number of my equipment and the model number in which I gave it. Also, for my name, phone number and email address. I told him that I was calling to see if anything was wrong with my router because I had called my internet provider and they told me everything was fine on their end as far as my internet feed and I should contact the company that made my wireless router, so that's what I did. After this guy from this fraudulent had my information, he goes on to tell me that the reason that my router is not working, is because the security update that came with the router has expired and needs to be updated with a new plan. That's when the problem started! I told him time after time while we were conversing that I didn't need to pay for any security update from Netgear that wasn't already under warranty coming out of the box on a piece of equipment that I just purchased in March. He insisted that was the case and that would be the only way to get my router back up and going. I told the guy that if that was the case I wanted to get my money back! When I purchased the equipment there was nothing inside the box or the registration of the equipment page indicating that my security would be expiring in 60 days and I would need to purchase an updated version. We went back and forth on this issue until I told him that I'm not spending $109 for a security update and I wanted to get a refund of the $214.00 for the purchase of the RS200 wireless router and that I would go and buy a router from a different company. He told me that all companies that sell routers are doing the same, and that if I purchase a different router I would still have to pay for a security update. I replied to him that I would take my chances. After a few more minutes of going back and forth about refunding me my money in which he exclaimed that he did sell it to me. I told him that he was correct, but inside the box it was written not to return it to the store where it was purchased and to call tech support. I told him to put me in contact with someone who can get my money back because "you can tell me fifty thousand times about purchasing a security update, it is not going to happen. He finally gave me a bogus case id # ********* and this ************* phone in which he told me not to call, but instead call ************** which turned out to be a number to Netgear. I called that number and got in touch with another tech support agent in which I told him that I was trying to get my money back for the equipment that I had purchased back in March because I was not willing to pay for a security update and the tech was like what are you talking about we do charge for any security updates. I told him about my previous experience with the other tech and the number that I had called and he was like
that's not our number. I'm this to keep anyone from being preyed on by individuals like the guy that I dealt with, because someone who may not have known better would've ended given this person money for absolutely nothing. All I was trying to find out was whether it was my router or my internet provider and that someone wanted to take advantage of me with the situation I was dealing with. I hope by me reporting this can prevent someone from being scammed.

us why here...
Customer Answer
Date: 05/13/2025
My complaint stems from calling stated phone number believing that it was the customer services number for **********************, the equipment provider of the router that I purchased back in March 2025. I did a ****** such for Netgear tech support and the number above popped up along with Netgear signage. I called the number and the guy answered the phone indicating that he was a tech support person for Netgear. He asked for the serial number of my equipment and the model number in which I gave it. Also, for my name, phone number and email address. I told him that I was calling to see if anything was wrong with my router because I had called my internet provider and they told me everything was fine on their end as far as my internet feed and I should contact the company that made my wireless router, so that's what I did. After this guy from this fraudulent had my information, he goes on to tell me that the reason that my router is not working, is because the security update that came with the router has expired and needs to be updated with a new plan. That's when the problem started! I told him time after time while we were conversing that I didn't need to pay for any security update from Netgear that wasn't already under warranty coming out of the box on a piece of equipment that I just purchased in March. He insisted that was the case and that would be the only way to get my router back up and going. I told the guy that if that was the case I wanted to get my money back! When I purchased the equipment there was nothing inside the box or the registration of the equipment page indicating that my security would be expiring in 60 days and I would need to purchase an updated version. We went back and forth on this issue until I told him that I'm not spending $109 for a security update and I wanted to get a refund of the $214.00 for the purchase of the RS200 wireless router and that I would go and buy a router from a different company.
Business Response
Date: 05/18/2025
Hi ******* *****,

I hope this email finds you well. My name is *******, and I am part of the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the Guarantee Or Warranty Issues. I would first like to thank you for your feedback.
Please know that NETGEAR is aware of a growing number of phone and online scams, and we are aware of those third-party support groups in the background. NETGEAR will never call you and ask you to install an application on your device or ask you to make a financial payment on the spot in return for support. If this happens to you, please hang up the phone and call 1-888-NETGEAR.

We would like to gather more information, and kindly fill in the information below:

-Where did you find the number to call?
-Do you have the number/URL of the website?
-Did the agent claim to be NETGEAR?
-What was the name of the service they were sold?
-Can you send a screenshot of the transaction/invoice?

We appreciate you reporting this event to NETGEAR.

Kind regards,

******* *.
************* Advocate
**********************
Initial Complaint
Date:05/12/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
So I want have to type 100 pages of issues here is a brief summary* Had a lot of issues with my 960 series and was returned back to corporate address* 3 boxes containing 1 router and 3 satellites and 3 new wall mounts singned by angel * My new 970 series has the same issues and am not getting any help on the issue and now tech support doesnt even answer* Here are the case numbers ******** , ********, ******** I will be returning the 970 to corporate and once again pay out of pocket* So far owed to me is over 5k * Please resolve before I file in small claims* This is my last attempt
Business Response
Date: 05/14/2025
Hi ****** *******,

I hope this email finds you well. My name is *******, and I am part of the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the Advertising Issues and requested a refund of the system purchased from the reseller and NETGEAR online. I would first like to thank you for your feedback.

Your request is being reviewed by the higher management, please refer to case ******** for reference. At this time, we are still waiting for an update and we will inform as soon as we have the information.

We apologize for the inconvenience that you have experienced.

Yours in Service,

******* *.
************* Advocate
**********************
Customer Answer
Date: 05/15/2025

Complaint: 23317170

I am rejecting this response because:
I also have the 970 series to return , as indicated in the bbb complaint
Sincerely,

****** *******
Business Response
Date: 05/18/2025
Hi ****** *******,

We relayed your request to the higher management and are waiting for an update. You may refer to our open case 49030240 for an update.

Thank you for choosing NETGEAR.

Kind regards,

******* *.
Customer Care Advocate
**********************

Customer Answer
Date: 05/19/2025

Complaint: 23317170

I am rejecting this response because:
I uploaded every receipt and serial number I just need my check mailed or a call from corporate or legal.
Sincerely,

****** *******
Business Response
Date: 05/21/2025
Hi ****** *******,

I hope this email finds you well.

We have already provided assistance above and beyond our standard warranty when it comes to your devices. We are happy to return the products if you would still like to gift them to someone else.

Those products we received in our warehouse are outside of their return window. We apologize for the inconvenience if we will not be providing or offering a refund.

Thank you for choosing NETGEAR.

Kind regards,

******* *.
Customer Care Advocate
**********************

Customer Answer
Date: 05/21/2025

Complaint: 23317170

I am rejecting this response because:
I am now sending the new system that doesnt work and is under warranty and tech support has been no help. And i will have to take legal action
Sincerely,

****** *******

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