Complaints

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

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  NETGEAR

  350 E Plumeria Dr San Jose, CA 95134-1911

• 

  NETGEAR

  PO Box 540009 El Paso, TX 88554

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:08/24/2025

  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 own a Netgear CM3000 cable modem, which was Spectrum-approved and worked reliably until Spectrum pushed firmware update v6.01.03. After this update, the modem became unstable constant disconnects, T3/T4 timeouts, and reboot loops. On firmware v5.01.02, the modem was completely stable.Spectrum has confirmed that firmware rollback is not available. Instead, customers are being told to rent Spectrum-owned modems, which adds monthly fees and removes my FCC-protected right to use customer-owned equipment.This problem is widely reported by other Spectrum customers on ********* own forums, and also affects users at other ISPs showing this is a known firmware defect. By refusing to roll back or deploy a fix, Spectrum is effectively disabling customer-owned devices that were previously certified and functioning.Requested Resolution:Require Spectrum to either roll back to stable firmware (v5.01.02) or deploy a corrected firmware update to CM3000 devices.Ensure Spectrum allows the continued use of customer-owned, FCC-approved equipment.Prevent Spectrum from forcing customers into rental fees by making their own equipment nonfunctional.This issue is causing real financial harm to customers who purchased a $300$400 modem in good faith, only to be forced into rentals or replacements by a defective update controlled solely by ********.

  Business Response

  Date: 08/25/2025

  Hi ******* *****,
  
  I hope this message finds you well. My name is ***, and Im with the NETGEAR ************* Team. Thank you for reaching out and sharing your concerns regarding your guarantee or warranty issues. I truly appreciate your feedback and want to assure you that Im committed to resolving your case efficiently.
  
  We've reviewed your case and can see that you've been experiencing an issue with your CM3000, which you've also discussed with your ISP, Spectrum. Our NETGEAR engineering team has confirmed that the problem stems from a recent firmware update that is incompatible with your internet service. 
  
  Unfortunately, a new unit would experience the same problem, so we are focused on developing a permanent fix. Our support team will provide you with an update as soon as the solution is ready. Your case from our support team, ********, has been flagged for immediate notification once the issue is resolved. 
  
  Thank you for your understanding and choosing NETGEAR.
  
  Regards,
  
  **** *** S.
  ************* Advocate
  ********************** 

• Initial Complaint

  Date:08/23/2025

  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.

  I purchased the following Netgear modem from Best Buy on 8/27/2024:NETGEAR - Nighthawk Mid/High-Split DOCSIS 3.1 Cable Modem - Black Model: CM3000-100NAS SKU: ******* Serial Number: ************* Starting two days ago on the evening of Thursday 8/21/2025, the modem stopped working. I spent an hour on the phone troubleshooting with Xfinity. our internet service provider. ******* ran some tests and confirmed their internet service was working and said it was a hardware issue. I need internet service because I work from home and internet is needed for many things in our home so I immediately went to my local ******* before they closed and purchased a new modem. I spoke with ******* after getting home from *******. After they provisioned the new modem I purchased to my account, the internet was working again, so they were correct that it was a hardware issue with the modem.I just spoke with Netgear to ask if the modem is still covered under warranty. I gave them the serial number and they told me there's a known issue with my modem that has been escalated to their backend Engineering team. They told me it's not eligible for warranty because of this and said I need to wait a few days for the Eng team to resolve the issue. I asked for a refund given the circumstances - internet is a necessity for me due to working from home and the fact that so many aspects of our home and daily lives depend on it. They said they do not have a way to provide customers with a refund in a situation like this. I am therefore opening a BBB case seeking a refund for the purchase price + sales tax ($299.99 + sales tax = $327.37) since the Netgear modem is still within 1 year of the purchase date and I had to purchase a new modem in order to not have a lapse in internet coverage for several days (and possibly more depending on when their Eng team actually fixes the issue).

  Business Response

  Date: 08/25/2025

  Hi **** *****,
  
  I hope this message finds you well. My name is ***, and Im with the NETGEAR ************* Team. Thank you for reaching out and sharing your concerns regarding your guarantee or warranty issues. I truly appreciate your feedback and want to assure you that Im committed to resolving your case efficiently.
  
  Based on our records, we understand that you contacted our support team regarding an issue with your CM3000 and are now requesting a refund. A replacement was not offered as it would not have solved the problem, and our team needed to wait for an all-clear from our engineering department.
  
  Please be aware that your refund request is now with management for review, and we will update you on their decision within 2472 hours.
  
  We appreciate your patience.
  
  Regards,
  
  **** *** S.
  ************* Advocate
  ********************** 

  Customer Answer

  Date: 09/02/2025

   
  Complaint: 23789002
  
  I am rejecting this response because Netgear responded with the following message saying they cannot refund proceed with a refund or partial refund because my product was purchased through a reseller (Best Buy). I'm guessing the majority of Netgear's sales are through resellers so they need to have a way to address situaitons like this.

   

  Hi **** *****,This is to update your regarding your product refund request on your open case ********.We regret to inform you that we cannot proceed with your request at this time. This is because your product was not purchased directly from us but from a reseller (BestBuy). The hardware warranty offers replacements, not refunds, as refunds must be handled by the reseller itself. We would be happy to provide a one-time courtesy replacement, but we cannot guarantee that this will resolve the issue with the unit.We can go ahead and initiate a replacement for you just let us know. Looking forward to your response.Kind regards, **** *** S.Customer Care Advocate **********************

  Business Response

  Date: 09/05/2025

  Hi **** *****,
  
  I hope this email finds you well.

  We sincerely apologize, but this matter has already been reviewed by our management team. We understand that this may not be the outcome you were hoping for. As outlined in our policy, refunds must be processed through the original place of purchase: *****************************************************************

  That said, as a gesture of goodwill, were happy to offer a one-time courtesy replacement. However, we want to set proper expectationsthere is no guarantee that this will fully resolve the issue. We appreciate your understanding and are here to support you in any way we can.
  
  Thank you for understanding.
  
  Kind regards,
  
  **** *** S.
  Customer Care Advocate
  **********************

  Customer Answer

  Date: 09/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  I encourage the business to update their policy though. As I stated in the complaint, the majority of Netgear product owners purchase their products through a retailer, and it is standard retail policy to require customers to work with the manufacturer on product issues after ~30 days. The fact that Netgear sells the majority of its products through retailers and has a policy requiring customers to go through retailers who would not be willing to provide a refund is backwards and unfair. They are skirting around a core obligation to customers in doing so.
  
  ****

• Initial Complaint

  Date:08/19/2025

  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.

  My Netgear Orbi 970 system has a defective router. Specifically, the 10G LAN port is non-functional. The devices are still under warranty.I first contacted Netgear customer support on July 9, 2025. Despite spending over three hours troubleshooting, the issue was not resolved. The case was escalated to the "engineering team" but there has been no progress for over 40 days. I have made multiple requests for a replacement device under the warranty, but no action has been taken.During a scheduled callback to connect with the "tiger team," I was left on hold for over an hour before hanging up, demonstrating a lack of respect for my time and continued poor customer ****************************** has failed to honor the warranty by providing a timely resolution, update, or replacement for a defective product.Desired Resolution:I request a full replacement of the defective Orbi ***************************************** a full refund for the system.

  Business Response

  Date: 08/19/2025

  Dear Mr. **** *******,
  
  I 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 for a defective router. 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.
  
  We reviewed your account, and we currently working with case ********, and with the relevant team for your replacement request.
  
  We would like to request a clear or readable photo of the device, the back and bottom of the unit containing the *** MAC, IMEA, etc., and a copy of your proof of purchase or invoice from the reseller to validate your replacement request.
  
  We look forward to your response.
  
  Yours in Service,
  
  ***** *.
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 08/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  Hours after the BBB complaint was made and forwarded to the business, I received instructions for an *** request. I have completed the *** request and provided all of the relevant information already. This outcome is satisfactory.

  It should be noted that 40 days of waiting, many phone calls, emails and RMA/replacement requests were made before the BBB complaint finally spurred some action.
  

• Initial Complaint

  Date:08/19/2025

  Type:Product 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.

  Hello. I ordered a Orbi 970 wifi mesh router on July 1st order number *******. After the order arrived I changed my mind about the setup I needed so I started a return on July 5th where Netgear approved my RMA *******. Unfortunately my order return was deemed "damaged in transit" by ****** and my return was then returned back to me as I was the sender since ***** could not complete the delivery. I notified Netgear (via their email address ********************************* as shown as support contact on their website) on July 16th of the issue and was advised by ***** to request a new return label to re-return the order. I waited an entire month with not a single reply from Netgear, and could not reach them via any alternative methods as they have no livechat and there is no way to even start a support ticket on this issue I have. I reached out again on August 15th asking for a new return label and they once again did not reply to **** just want a reply from Netgear and a representative to setup a new return label as advised by ***** so I can return this order and get my money back. Thank you.

  Business Response

  Date: 08/19/2025

  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 Refund Or Exchange Issues. I would first like to thank you for your feedback. 
  
  We would like to inform you that NETGEAR will make reasonable efforts to meet the scheduled shipment dates, but in no event will NETGEAR be liable for any loss, damage, or penalty resulting from any delay in shipment or delivery.
  
  *******************************************************************************************************
  
  We relayed your request to the higher management and will send you an email update once we have the information.
  
  We apologize for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******* *.
  ************* Advocate
  **********************

  Customer Answer

  Date: 08/28/2025

   
  Complaint: 23766373
  
  I am rejecting this response because:

  Hello. I can confirm that I did receive communications from NETGEAR regarding my return as well as a new return label was issued. The return was dropped off using the new return label and has been delivered on 8/26 at your ************ location according to the ***** label. I am still waiting on a refund for the order please issue that at your earliest convenience. Thank you.

  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 09/05/2025

  Hi ******* *****,
  
  I hope this email finds you well.
  
  We confirmed receipt of your Order ******* and have processed a refund of $1,900.79, which will be reflected in your account in 3-7 business days. If you have other concerns with NETGEAR, please respond to your case 49211799.
  
  Thank you for choosing NETGEAR.
  
  Yours in Service,
  
  ******* *.
  Customer Care Advocate
  **********************
  
  
  
  

  Customer Answer

  Date: 09/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:08/07/2025

  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 purchased a NETGEAR CAX80 modem/router from ******. NETGEAR advertises a 1-year hardware warranty, but after 6 months when the unit failed, they refused to replace it unless I paid for technical support, since free support ends after 90 days. This effectively makes the 1-year warranty inaccessible unless I pay extra, which is misleading and possibly fraudulent. I am requesting a replacement unit under the advertised warranty without being forced to purchase support.

  Business Response

  Date: 08/09/2025

  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 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. 
  
  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 the NETGEAR Consumer Warranty Policy, the product is also entitled to a 90-day Service warranty from the date of purchase for any technical assistance.
  
  We referred your concern to higher-level tier of our technical support to check on your device. We apologize for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******* *.
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 08/16/2025

   
  Complaint: 23712416
  
  I am rejecting this response because:

  I still get the same response from them - they advertises a 1-year hardware warranty, but they refused to replace it unless I paid for technical support, since free support ends after 90 days. This effectively makes the 1-year warranty inaccessible unless I pay extra, which is misleading and possibly fraudulent. I am requesting a replacement unit under the advertised warranty without being forced to purchase support.
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 08/21/2025

  Hi ***** ***,
  
  I hope this email finds you well.
  
  We understand from your recent correspondence that you're now requesting a replacement of the unit, 8-stream AX Wi-Fi Gateway(CAX80). We apologize for the inconvenience if the issue still occurs, and we were notified by the support about this concern.
  
  We always recommend all our customers comply with the troubleshooting process to identify the issue with each unit. We are taking steps to ensure the replacement will not have the same problems once approved.
  
  We will process your replacement and we highly suggest to continue working with our support to resolve this issue.
  
  Thank you for choosing NETGEAR.
  
  Kind regards,
  
  ******* *.
  Customer Care Advocate
  **********************
  

• Initial Complaint

  Date:07/29/2025

  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.

  On 7/17/25, I paid for Overnight Shipping to have an ORBI system replaced while under warranty. The item has still not been shipped as of 7/29/25 9:50pm. I have called customer support multiple times this week only to be told that the case was closed and will be re-opened, I should be getting an email, and it will be at my house 'tomorrow'. I got the same responses 5 times when I called. Always being told that the $2000 system I'm waiting for is coming 'tomorrow' but never receiving it is incredibly frustrating. I am also without internet service in my house for 12 days now, which is causing difficulty for my wife who works from home. I am incredibly upset and want either the replacement system to be delivered immediately, or a full refund for what I paid for the Orbi system. The attached screenshot is the Case Numbers for customer service. All 3 are directly related to this issue.

  Business Response

  Date: 08/01/2025

  Hi ******* *******,
  
  I hope this message finds you well. My name is ****, and Im with the NETGEAR ************* Team. Thank you for reaching out and sharing your concerns regarding your refund and exchange experience. I truly appreciate your feedback and want to assure you that Im committed to resolving your case efficiently.
  
  After reviewing your case, I can confirm that your replacement unit under RMA ******* is currently in transit. According to the latest tracking information, the package is expected to arrive today, August 1, 2025, between 10:35 AM and 12:35 PM.
  
  If you need any assistance with setting up your replacement unit, please dont hesitate to reach out to our support team. You can contact us via our website at ******************************************************* or by calling ************** and pressing 1 for technical support.
  
  Thank you again for your patience and for choosing NETGEAR.
  
  Regards,
  
  **** *. 
  ************* 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.

  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:07/02/2025

  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: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
  **********************