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:12/20/2023

  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.

  I bought a used NETGEAR router from ***** I wanted to upgrade my modem and router. It seems NETGEAR wants money now to activate the router, not to mention my older NETGEAR was suddenly deactivated. I was able to activate the modem with some trouble but I have no Wi-Fi unless I pay. I dont see any other routers that need a plan to activate them, just NETGEAR. I cant get a refund either.

  Business Response

  Date: 12/25/2023

  Dear ******************,
  
  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 Refund / Exchange Issues and the support you received when you contacted NETGEAR and asked for help with your device. We would first like to thank you for your feedback. We will make every effort to ensure that your case with us is handled efficiently.
  
  ******************, let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product & service in the industry. 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 Year Hardware warranty. As per NETGEAR Consumer Warranty Policy, the product is also entitled to 90-day Service warranty from the date of purchase for any technical assistance.
  
  We want to inform you that **** is not an authorized NETGEAR reseller. Due to your product being purchased from an unauthorized reseller, your product is not eligible for warranty coverage, as stated in our Consumer Warranty Information:
  
  Your NETGEAR product must have been purchased from an authorized NETGEAR reseller to be eligible for warranty coverage.
  
  However, we have self-help documents and useful product articles available on our knowledgebase ***************************************** that you may use as reference.
  
  For more information on the Consumer Warranty, please click on the following link:
  
  *****************************************************
  
  For more details on the Authorized Reseller information and listing, please click on the following link:
  
  *************************************************************
  
  Thank you for choosing NETGEAR and have a great day!
  
  Regards,
  
  ****************
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 12/25/2023

   
  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:12/20/2023

  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 CM2050V modem/router for use with my ******************** as it was recommended by ******** I have not received the internet speeds I am paying for because the software on the netgear modem/router is causing service outages. I contacted Netgear and every time I contact someone the call drops and I do not receive a call back, even though Im asked for my phone number in case the call drops. This is unacceptable and I would like my money back because the modem/router advertises compatibility with ******* Xfinity on the box. This is false advertising.

  Business Response

  Date: 12/25/2023

  Dear ******************,
  
  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 support you received when you contacted NETGEAR and asked for help with your device. We would first like to thank you for your feedback. We will make every effort to ensure that your case with us is handled efficiently.
  
  ******************, let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product & service in the industry. 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 Year Hardware warranty. As per NETGEAR Consumer Warranty Policy, the product is also *********** a 90-day Service warranty from the date of purchase for any technical assistance.
  
  We have personally taken the time to review your concern and we can see that one of our technical support team is still working on your open support case#********. Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback time or updating ticket ******** online.
  
  Your NETGEAR Nighthawk 2.5Gbps Cable Modem with Voice(CM2050V) works with Xfinity from ******* Voice Plans. Not compatible with ******* Fios, AT&T, and fiber ******** services. Contact your ******** Service Provider for more compatibility information. This device does not provide WiFi. Connect to any WiFi Router or Mesh WiFi System for WiFi. For more details about Compatibility information you can visit: *********************************************************************
  
  ****************************************************************
  
  We want to inform you that NETGEAR, as the manufacturer, offers a limited liability warranty, whereby a replacement is provided in case of a product defect or failure. NETGEAR generally does not give refunds (or offer product upgrades), as refunds will come from the place of purchase, according to our warranty policy:
  
  *************************************************************************************
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:12/17/2023

  Type:Billing 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 did not open this account. I would like it closed. I do not have a balance. I have talked with employees and IT. No one can close my account. I do not have an account number. It is my name and password.

  Business Response

  Date: 12/25/2023

  Dear **************,
  
  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 an account deletion request. We will make every effort to ensure that your case with us is handled efficiently.
  
  We are looking into your concern. However, your email address <********************> does not show any account or data in our system. There's no more account to delete since it doesn't show any records from our database. If you have used a different email address before, you can delete your account personally. To address your data privacy concern, please go to the NETGEAR Privacy Policy page and look for "Section 13 - How to Contact Us and How to Exercise Your Privacy Rights"
  
  To exercise your rights provided under this Policy, please submit your request by clicking "WebForm" and providing the information needed and you may select "Delete".
  
  ************************************************************
  
  or
  
  *****************************************************************************************************************.
  
  Thank you and have a nice day!
  
  Kind regards,
  
  ****************
  ************* Advocate
  **********************
  
  

• Initial Complaint

  Date:12/17/2023

  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.

  In October 2023 I called netgear support because my router wasnt working. They said they could help me fix it for a fee. I told them I would rather buy a new router. The technician insisted I would have the same problems with a new router. I asked him three times if my router was outdated he assured me it wasnt. He asked for money after each time he assured me it wasnt outdated. I paid the money, the router somewhat worked for a few weeks then stopped working. He said if you have any other problems to call back. We called back and were told the router was outdated! They scammed me out of $108.

  Business Response

  Date: 12/25/2023

  Dear ******************,
  
  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 support you received when you contacted NETGEAR and asked for help with your device. We would first like to thank you for your feedback. We will make every effort to ensure that your case with us is handled efficiently.
  
  ******************, let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product & service in the industry. 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 Year Hardware warranty. As per 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 have personally taken the time to review your concern and we can see that your NETGEAR Nighthawk AC1900 WiFi Cable Modem Router(C7000) has already expired for support warranty. Since the Support warranty entitlement of your product expired, our support team had to offer our available extended support warranty to be able to conduct configuration assistance on your product.
  
  For more information about the NETGEAR ProSupport, you may visit: **********************************************************************************************************
  
  As a courtesy, we have refunded and canceled your ProSupport - Premium Support with contract#******** amounting to $108.74. The refund process takes 24 to 48 hours and it may take up to 7 business days for you to see the funds credited back to you from your credit card company.
  
  We are sorry for the delay and inconvenience this has caused. Thank you for choosing NETGEAR.
  
  Thank you for choosing NETGEAR.
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 12/25/2023

   
  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:12/05/2023

  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.

  I purchased Smart Parental Control and every time I try and set it up it says "activation failed". I called support and they said I have to pay another $165 to give me the support. This is a total con job.

  Business Response

  Date: 12/07/2023

  Dear Mr./****************,
  
  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 Refund / Exchange Issues and the support you received when you contacted NETGEAR and asked for help with your device. We would first like to thank you for your feedback. We will make every effort to ensure that your case with us is handled efficiently.
  
  We have personally taken the time to review your concern and we can see that you sumbitted a dispute with Amex with Case #D-wsehs for your subscription. We have approved and refunded your NETGEAR Smart Parental Control - Annual contract#******** amounting to $30.83 as of 12/07/2023.  For the turnaround time of your refund, you must coordinate with your bank. The contract is now also canceled, therefore there will be no more charges in the future.
  
  We are sorry for the delay and inconvenience this has caused. Thank you for choosing NETGEAR.
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 12/07/2023

   
  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:12/05/2023

  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 a router from Amazon back in March. Had some odd issues with it that I tried to troubleshoot. I eventually find that the root cause is an issue with DHCP on their router. After many times contacting support they eventually tell me to try downgrading the firmware. I tell them that this should not be a permanent solution and offer to give them my logs so they can fix the issue in their firmware. They ignore my request and happily close my case with me running old firmware. Now that I've downgraded firmware one of the satellites that came with it no longer functions. This product has not functioned properly since purchase and they are refusing to offer any kind of replacement for the device. This is likely an issue with their software however they have not released a firmware in nearly a year and likely don't want to spend any more time on this product line leaving me with a product that does not work as advertised. Looking up the router model + firmware download on ****** shows right after their site is a reddit post warning people not to upgrade their firmware on those routers. This exemplifies the kind of poor firmware testing that has led to my issues. I want them to either fix their firmware properly or offer a replacement of a different product line not affected by this issue.

  Business Response

  Date: 12/21/2023

  Dear Mr./********************,
  
  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 Guarantee Or Warranty Issues and the support you received when you contacted NETGEAR and asked for help with your device. We would first like to thank you for your feedback. We will make every effort to ensure that your case with us is handled efficiently.
  
  We have personally taken the time to review your concern and we can see that all of your cases being created under the account are closed due to inactivity. The latest update from our technical support under your case#******** is on 12/2/2023 asking for a follow-up. If your issue is still unresolved and you need replacement, please allow me to set up a call with our technical support team once more to better assist you.
  
  Please provide the following information for us to contact you:
  
  * Preferred Contact number
  * Date
  * Best time frame (please include Time Zone)
  
  We look forward to speaking with you.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:12/03/2023

  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.

  Called company several times to ask for a refund of the paid premium support. Everytime was promissed to get a refund. Never received it. My first call was several days after the activation day.Attached is extract of the email I received when I purchased the contract.

  Business Response

  Date: 12/07/2023

  Dear Mr./************************,
  
  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 Refund / Exchange Issues and the support you received when you contacted NETGEAR and asked for help with your device. We would first like to thank you for your feedback. We will make every effort to ensure that your case with us is handled efficiently.
  
  We have personally taken the time to review your concern and we can see that your NETGEAR ProSupport - Premium Support with contract#******** has been refunded and canceled on 11/22/2023 amounting to $99.99. For the turnaround time of your refund, you must coordinate with your bank. The contract is now also canceled, therefore there will be no more charges in the future.
  
  We are sorry for the delay and inconvenience this has caused. Thank you for choosing NETGEAR.
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 12/07/2023

   
  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:11/28/2023

  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 used to use a Netgear Nighthawk router with the armored subscription. I have not used this router in over 6 months. I logged into my Netgear account to make sure I wouldnt be charged anything after termination of use of the router. I made sure to check if I had any annual payments due and my Netgear account showed I had nothing. Not even account information to charge. I was Charged $69.99 on October 27th. I called the same day requesting a refund. I was told since I called on a Saturday I would have to wait till Monday to receive a refund. No refund was posted. I have made a total of 8 phone calls getting a different story each time. I was told 1 day for a refund, then 2 days for a refund on multiple occasions as well as 5 days for a refund to post. I have requested a supervisor 3 times and no one is ever available for my call. They keep promising the supervisor will call back by end of day. I finally got ahold of a supervisor after 3 more attempts on the same phone call (11/28/2023) He said he will personally handle my case. This has been the most frustrating experiencing and waste Of my time and no one seems to actually wanna solve the problem. Any help would be appreciated.

  Business Response

  Date: 12/02/2023

  Dear Mr./**************,
  
  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 billing issues and the support you received when you contacted NETGEAR and asked for help with your device. We would first like to thank you for your feedback. We will make every effort to ensure that your case with us is handled efficiently.
  
  We have personally taken the time to review your concern and we can see that your refund case number ******** has already been taken care of. Your NETGEAR Armor Security - 1 Year with contract#******** has been canceled and refunded on 11/29/2023 amounting to $69.99. The contract is already terminated, therefore there will be no more charges in the future.
  
  We are sorry for the delay and inconvenience this has caused. Thank you for choosing NETGEAR.
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************
  
  

• Initial Complaint

  Date:11/28/2023

  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 Nighthawk AX8 on 11/16/22 in order to take full advantage of Xfinity's 1G internet speed. After Xfinity updated my neighborhood to 10G on 11/01/23, my Netgear modem/router and Netgear wifi extender are no longer functional. I spoke to Xfinity numerous times and they ultimately stated that the issue was a hardware issue with Netgear and to contact the manufacturer (Netgear). After several weeks of troubleshooting through Xfinity, I contacted Netgear support on 11/21/23; the customer service representative stated that I would need to purchase a $99.99 USD Pro Support Plan in order to receive technical support beyond the original 90-day purchase date (11/16/22) technical support. I did purchase the Pro Support plan on 11/21/23 and was able to get my device functioning for approximately 20 minutes before my hardware failed again. I recontacted the Pro Support technical line and the second representative stated that he evaluated my hardware (which was connected to Xfinity but failing to broadcast a landline or wifi signal), determined that the device was "bricked," and stated that he would refund my ******************* plan, but was unable to further assist me. The second representative also stated that my 1-year manufacturer warranty expired on 11/16/23 and that I was not eligible for a replacement. On 11/27/23, I recontacted Netgear Pro Support because my Pro Support plan was never cancelled as originally stated. Furthermore, despite paying a premium for "technical support" and contacting a direct support line, I was placed on hold for several hours and hung up on by several representatives. The Nighthawk AX8 has known issues/defects that Netgear has acknowledged previously (**********************************************************************************************************************************************), but they refuse to assist me in any way.

  Business Response

  Date: 12/02/2023

  Dear *****************************,
  
  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 support you received when you contacted NETGEAR and asked for help with your device. We would first like to thank you for your feedback. We will make every effort to ensure that your case with us is handled efficiently.
  
  *****************************, let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product & service in the industry. 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 Year Hardware warranty. As per 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 noticed that your NETGEAR 8-stream AX WiFi Gateway(CAX80) is indeed expired for support and hardware warranty, and that's the reason why our support team is required to offer an extended support warranty to be able to conduct configuration assistance on your product. Since the issue was not fixed during that time, your paid ProSupport - Premium Support has been refunded back to your account on 11/30/2023 amounting to $99.99.
  
  We are more than happy to work with you in addressing your issue. As a courtesy, we will provide you with a one-time complimentary replacement. Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback time or updating ticket ******** online.
  
  The following link details product warranty information:
  
  *****************************************************************************************************
  
  Please be informed that the Bricked issues for this unit were fixed the same year and the link you provided is being used during the issue ongoing last 2022. 
  
  Again, we thank you for your patience and understanding.
  
  Yours in Service,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:11/25/2023

  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.

  Been dealing with non stop internet drop outs and slow speeds for the past few months. Non stop phone calls to netgear, purchasing a service plan at ***** and my problem still isnt fixed. The netgear modem I have doesnt lock in downstream channels leading to internet loss and slow speeds. It clearly says its compatible with Xfinity and it is not. I just want my internet working again. I want netgear to rectify this problem and reach out to me and help me get my speeds back up.

  Business Response

  Date: 12/02/2023

  Dear ********************,
  
  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 support you received when you contacted NETGEAR and asked for help with your device. We would first like to thank you for your feedback. We will make every effort to ensure that your case with us is handled efficiently.
  
  We have personally taken the time to review your concern and we can see that your recent support case#******** has been closed as permitted since you already received your replacement on Wednesday, 11/22/23 at 4:44 PM with tracking#************. If you still need assistance with the replacement provided, please let me know so I can arrange a callback from our support team.
  
  Should you have any questions regarding this, please do not hesitate to ask.
  
  We look forward to your response.
  
  Kind regards,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 12/02/2023

   
  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.
  

   

  switched internet providers and realized the fault was not NETGEAR at all but the original internet provider. Were all good here. 
  
  Sincerely,
  
  ***************************