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:03/30/2023

  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 don't know who to turn to I'm filed reports I'm trying to get back my electronics and cell phone back in control 2 individuals across town have hijacked my Netgear equipment and are mimicking my devices from their home even my cell is wire tapped. I'm putting this report and the young adult is controlling my searches on my cell. It's Netgear I'm trying to contact but I can't speak details as he is controlling everything in my home and all calls he's monitoring for his mother who works with me. I can't open any of my emails they are in control. Please help me thank you in ***********'s and IT student using his skills for the bad

  Business Response

  Date: 04/05/2023

  Dear ****************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that from your recent correspondence that you are reaching out NETGEAR for help with you current situation that involves your NETGEAR device. I will make every effort to ensure that your case with us is handled efficiently.
  
  I personally spent some time reading over your issue and tried to locate an account using your email address, ****************************** but I was unable to do so. We advise you to speak with your ******** service provider for better guidance on what to do if the problem involved "hijacking your network, including your cellphones." NETGEAR can only assist you with technical issues relating to NETGEAR Hardware. However, we can try to ask our technical support to call you, but we can't guarantee that it will be fixed.
  
  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:03/24/2023

  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.

  Ref.: NETGEAR Case No: ******** On 1/19/23 I started an on-line chat with the Netgear website to seek support to update firmware on my Netgear "N300 Wi-Fi Extender." The tech support person asked for my phone number. He told me another tech support person would call me in a few minutes to help. The 2nd support person called and asked if he could remotely access my PC to remedy my problem. I gave him permission. He proceeded to download software onto my PC to give him remote access. After 2-3 minutes my PC screen went black. Then my PC screen suddenly "flashed" and I observed my personal Bank web site, reflecting my personal bank accounts. The technician obviously retrieved my password to my Bank from my PC! I told him that I saw what he was doing and would report him and his conduct to Netgear management, end the phone call, and shut down my PC, which I did. Since my personal passwords had been compromised, I proceeded to my local bank branch office and spent two hours canceling my bank accounts, and credit cards. After that I tried unsuccessfully for over another hour to try and contact a real person to speak to at Netgear to share this complaint. Finally I was able to reach a sales person (********************* at ************) and share this complaint. Although this was not his area of responsibility, **************** told me he would ensure my concern would be shared with appropriate Netgear management. The next day (1/20/23), another Netgear representative (******) called me and assured me that Netgear would follow up with my complaint. ****** told me this is NOT the first complaint of this nature which Netgear has dealt with customers seeking tech support. In addition, because my personal files on my PC had been compromised, I spent over a day resetting my PC to original factory conditions to ensure the Netgear tech support person had not embedded any nefarious software, spyware or malware on my PC. It is now 3/22/23 and I have had NO response from Netgear.

  Business Response

  Date: 03/31/2023

  Dear ****************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding **************** Issues. 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 have personally taken the time to review your account with us and we can see that under case#********, I am the one who handled your concern way back January 20, 2023. As I have advised you before, according to your statement, the representative you talked to offered you a "remotely access your PC, download software onto your PC, etc.", resulting your bank information was retrieved; which is not the process that our support team follows. The names and phone numbers you have shared with us has been validated and confirmed that it's not connected to NETGEAR.
  
  It's possible that you have contacted a third-party pretending to be a NETGEAR help site. Please be aware that we are aware of this background third-party support groups, which is why we are still looking into the alleged case scenario. We want you to know that NETGEAR is not affiliated in any manner with any outside support organization. 
  
  NETGEAR is not affiliated with them as we have Gearhead that offers support for our customers. You may refer to this link:
  
  **************************************************************
  
  As we agreed before, I already reported this to our Executives and there's nothing we can do since we NETGEAR is not affiliated to those third party.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19636486
  
  I am rejecting this response because:
  NetGears response intimates that I contacted a third party seeking technical support for a NetGear product I purchased. That is untrue. I only contacted NetGear, through the NetGear website, seeking technical support. NetGears technical support person then asked me, via NetGears chat room, for my phone number so one of his colleagues could telephone me. Which he did,

  That is what started the issue and is the basis of my original complaint. So, it was indeed a NetGear technical support person who instigated the series of events leading to my complaint. It all started from NetGears web site link to your technical support personnel.

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

  Business Response

  Date: 04/06/2023

  Dear ****************,
  
  This is to acknowledge receipt of your response. We perfectly understand that you search on the website and look for NETGEAR support. The phone number that you provided *************) is not from NETGEAR, and the name or person you mentioned during our conversation was not an employee of NETGEAR. After our investigation, no phone records or chat sessions have been found on our data during the incident. The first recording is our conversation when you reported that you had this issue.
  
  Please be informed that we are aware of those third-party support groups in the background, and that is the reason why we continue to investigate this reported case scenario. We would like to let you know that NETGEAR is in no way related to this third-party support group. NETGEAR is not affiliated with them, as we have Gearhead, which offers support for our customers. You may refer to this link: **************************************************************.
  
  ****************, if you encounter this kind of fraud again, do not hesitate to report the incident to the police. You may also report identity theft to the ************************* This can help give them a comprehensive plan to recover and stay safe in the future. If you receive a call from someone you don't know, please do not entertain them, especially if you don't have business with them.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  Customer Care Advocate
  **********************
  
  

• Initial Complaint

  Date:03/22/2023

  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 the parental control plan for $30 with access to it for 1 year on their app (12/2022) and it worked for a month and stopped. I called and opened a case on 2/24/23 and was told someone will contact me for a refund, I have messaged several times over the last month and have only received one message (on 3/3/23) saying it has been escalated to CCT (whatever that means) and nothing after that. Incredibly frustrating and I just want my money back. Never purchasing anything from them again. I have screenshots of all the messages and lack of response. I would like a check with my refund mailed because the card I purchased the parental controls plan on has expired.

  Business Response

  Date: 03/31/2023

  Dear **************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding Service Issues. 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.
  
  Note: Your prepaid Smart Parental Control Subscription may be cancelled within thirty (30) days of purchase. If You cancel after 30 days, Your payment is non-refundable and Your service will continue until the end of Your contracted term.
  
  As a courtesy, we have approved and finalized the refund for $30.24 back to your account as of today, 03/31/2023. The process of the refund 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.
  
  Thank you for choosing NETGEAR.
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:03/22/2023

  Type:Billing 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 have a netgear Armour subscription when I had an Orbi router. A few weeks ago I got an email saying they were going to charge me the annual fee. I no longer have an orbi router *** without it the app and website would not let me in to cancel the auto renew. I found netgears chat line and reached out. The customer service agent told me they would cancel it for me and let me know if there were any issues with cancellation. I thought it was handled. Yesterday they charged my account 110 dollars. I would like my money back as since I don't have the product I cannot use the service.

  Business Response

  Date: 03/31/2023

  Dear **********************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding Billing or Collection 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.
  
  This is to inform you that your Armor Security - 1 Year subscription is now cancelled. We have approved and finalized the refund for $110.09 back to your PayPal account as of today, 03/31/2023. The process of the refund 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.
  
  Thank you for choosing NETGEAR.
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 04/04/2023

   
  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:03/17/2023

  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.

  On Saturday March 11, 2023, my husband installed a netgear modem/router. We were able to get online wirelessly as planned with the help of our service provider. I then went to connect some other devices, one of which I had had problems with in the past and often has problems connecting for others. So when I typed in the password and couldn't connect, I figured this issue was reoccurring. I tried to fix it on my own and by calling Apple. Nothing helped and I ended up calling Netgear. They told me that my inability to connect my devices was because we didn't purchase a $200 security license with the router/modem. We did NOT want to purchase this license but figured we had no choice so we did. Later that day I realized that I had been typing in the wrong password the whole time, and that the security license was NOT actually necessary. I called them back and they were not interested in refunding our money and removing the security license. They told my husband there would be all sorts of fees to do so and that we'd only get back about $30. They obviously lied to me when I had made a mistake and tricked us out of over $220 after taxes. I am really, really, upset and feel taken advantage of during a stressful incident. It took hours to figure out that I had made a simple mistake and netgear cheated me out of $200+ for the trouble. Please help.

  Business Response

  Date: 03/27/2023

  Dear Mr./****************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding NETGEAR Sales Issues. 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 have personally taken the time to locate your account with us and we can't find any records or cases from our end nor talked to our technical support team using your phone number. According to your statement, the representative you talked to offered you a "$200 security license with the router/modem", which is not the process that our support team follows. Furthermore, we don't have this kind of subscription or contract that we offer to customers. It's possible that you have contacted a third-party pretending to be a NETGEAR help site. Please be aware that we are aware of this background third-party support groups, which is why we are still looking into the alleged case scenario. We want you to know that NETGEAR is not affiliated in any manner with any outside support organization. Could you please tell me how you contact this third party? Can you give us any information for our records?
  
  NETGEAR is not affiliated with them as we have Gearhead that offers support for our customers. You may refer to this link:
  
  **************************************************************
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:03/17/2023

  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 and registered a wifi range extender (Model EAX80) from Netgear in late August 2022 which has a 1 year hardware warranty. Netgear recently pushed out a notice that their CAX80 routers (which is the router I own and my EAX80 is connected to) have been having issues. This issue has caused my EAX80 to be non-functional. I contacted Netgear support and they said I would need to pay over $100 for a support service extension in order to "troubleshoot and deem the item is ineffective" as they have a 1 year hardware warranty but only a 90 day support service agreement when purchased. The support agent acknowledged that I could go through the troubleshooting steps myself and deem the item is ineffective but they would not honor the warranty because a Netgear support agent has to go through the steps which costs over $100 and will come to the exact same conclusions. This is extremely misleading to customers and is especially problematic because at anytime they can push an update to their products that causes these type of issues and then demand their customers pay the extra service fee even when the company is at fault. Netgear caused a problem that effected my router and caused my extender to be non-functional and then refuses to honor the warranty even though they admit the device is defective because I will not pay $100 for a support service that will make no difference.

  Business Response

  Date: 03/27/2023

  Dear ****************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding 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. 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 there's an open support case#******** related to your concern. I have ask our support team to call you and proceed with your replacement request. Kindly anticipate an update on that support case within the next 24-48  business hours.
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:03/17/2023

  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.

  Ordered Jan 22, 2023, order # *******, cable modem/router CBR 750, $466.12.Bought this router for its parental monitoring feature. I could never get it to work. Its slowed down the network and made the emails load slower or not at all. I Opened up a technical support case on January 28, within the 30 day return policy. They tried to resolve my issue. They would give me one or two things to do. It would not work. They would have to call me back. Which they never did. This case has gone on for weeks and has at least six case numbers assigned to it. They keep closing the case even though the issue has not been resolved. I cannot get a level 2 support person or a manager on the phone. They always tell me they will call me back, but never do. The frustration level is very high.I finally decided to return the product and was referred to someone named Draze. She said it might be difficult as the 30 day trial has expired. I told her there should be an exception since my issue occurred well within the 30 day window and there are multiple support cases open to prove this. She said I would hear back in 24 to 48 hours. It has been over a week. She did provide an email for me to contact her. I have done so three times and ** still not heard back from her. It is impossible to get a manager on the phone at this company. Everyone tells you they will call you back, but none do.I bought this cable modem specifically for the parental monitoring feature, which never seem to work properly. They cannot get it working properly. At this point all I want is my money back.

  Business Response

  Date: 03/27/2023

  Dear ******************** ,
  
  I hope this email finds you well! 
  
  My name is Draze and I am a ************* Advocate for ********************** I understand from your recent correspondence that you submitted a complaint regarding a refund request for your Orbi AX4200 WiFi 6 DOCSIS 3.1 Cable Modem Router(CBR750).
  
  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. Again my apologies for the inconvenience this had caused you also I take full responsibility as you were not updated with the ongoing refund request case with the previous case: 47002483.
  
  Regarding the refund request for the device, I'll make sure this is prioritized and I've already asked for approval with the refund request. We are just currently waiting for our Billing team's response, Again my apologies as this was not the level of service you were expecting from us.
  
  The process of the refund also cancels the support agreement that you purchased. If further phone support is needed, this will be based on your support entitlement for your NETGEAR device.
  
  NOTE: Warranties are from the original date of purchase.
  
  For more warranty details please click on the following link:
  *****************************************************
  
  Additional support information can also be found on our Knowledge Base located at:
  **********************************************
  
  
  Thank you for choosing NETGEAR.
  
  Sincerely,
  
  Draze C.
  ************* Advocate
  **********************

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19601743
  
  I am rejecting this response because:

  The response that I had from Netgear was that they are taking my complaint seriously and are trying to get approval from my request. This is always the same response Ive gotten from them. Its been two business days I have yet to have a resolution. How long does it take to get approval on a simple return. This has been going on for weeks.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/06/2023

  Dear ******************** ,
  
  I hope this email finds you well! 
  
  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. However, we recognize that you are not happy with your experience with NETGEAR. This is not a confirmation but what we can do is perform further review of your request, and we will update you of the outcome in within the next 3-5 business days.
  NOTE: Warranties are from the original date of purchase.
  
  For more warranty details please click on the following link:
  *****************************************************
  
  Additional support information can also be found on our Knowledge Base located at:
  **********************************************
  
  
  Thank you for choosing NETGEAR.
  
  Sincerely,
  
  Draze C.
  Customer Care Advocate
  NETGEAR, Inc.

• Initial Complaint

  Date:03/17/2023

  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 bought two expensive Netgear switches and one of them failed and I am getting a run around to have the Netgear Switch repaired. NETGEAR Support Case #******** .Please see the *** info: First they asked me to send the Proof of purchase for a two month old switch - then they said that they will overnight the replacement - two days later they are saying that I mush have purchased from an authorized reseller. Their reseller sells through **** and the Switch came directly from Netgear warehouse. Netgear is a large company and it should know this already. They know that their items are sold on **** through resellers but unlike other manufacturers, they never try to stop **** from selling these items yet they harass the consumers who buy their products through legitimate resellers.

  Business Response

  Date: 03/27/2023

  Dear **************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding Product 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.
  
  I have personally took the time to investigate your concern and I can see that your *** ******* has been shipped and approved for replacement last 3/19/2023.  The technical support team became puzzled about the reseller name from the given Invoice after additional inspection, and they requested assistance to get this authenticated, which is why the *** was approved.
  
  Authorized resellers:
  
  NETGEAR is firmly committed to providing our customers with best-in-class, reliable products through authorized resellers. Our policy is to honor product warranties and to perform services only on products purchased from an authorized NETGEAR reseller and only accompanied by a receipt or proof of purchase. If you purchase a NETGEAR product from an unauthorized reseller or if the original factory serial number has been removed, defaced or altered, you NETGEAR warranty will not be valid.
  
  For more information about where to buy NETGEAR products, see *************************************************************
  
  If you have any technical issues or concerns about your NETGEAR devices. Please contact Support via this link:
  
  *********************************************************** or dial ************** Press 1 for Technical support.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:03/16/2023

  Type:Billing 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.

  Date of the transaction: 2023-02-09 The amount of money that was paid: $40 The nature of the dispute is: A auto subscription for network security that was turned off on the mobile application for some reason didn't reflect on their system. Netgear said that this happens sometimes. They stated that they would give me my money back but here we are a month of no response.Have they tried to resolve this issue? No. No. No. I placed a ticket (********) on 2-17-22. No response at all. I started using their live chat and calling them. I've probably contacted them like 6 times about this and I get told the same thing. No updates. I was told one time that my request would be processed in 2 days but that was 3 weeks ago.It's really sad that a BBB complaint had to be filed for something so simple to resolve. I have been extremely fair but it seems like Netgear has turned into a scam company. They can't help you over chat and you sit on the phone for 30 - 50 mins waiting to talk to someone, that can't help. Then you ask to speak to a manager and they said they have escalated my ticket which has been done 3 times. I used to trust Netgear but that is gone. If my system was returnable I would do that in a heartbeat but it's been too long, unfortunately.

  Business Response

  Date: 03/24/2023

  Dear **************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding Billing 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.
  
  I have personally taken the time to review your concern and I can see that we have approved and finalized the request for $40.00 back to your credit card on March 15, 2023. The process of the refund takes 24 to 48 hours, and it may take up to 7 business days for you to see the funds credited back to you by your credit card company. 
  
  You may also check the automatic renewal on your end by following the instructions below:
  
  Launch the Nighthawk or Orbi app > tap the Home or Cloud icon > Settings > Security > tap the Enable/Disable NETGEAR Armor slider to enable or disable NETGEAR Armor.
  
  We apologize for the inconvenience caused by the long wait to process your refund. Your case # ******** has been closed, additional support information can also be found on our knowledge base located at *****************************************.
  
  Thank you for choosing NETGEAR.
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 03/24/2023

   
  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:03/12/2023

  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.

  There is a known issue with the CBR750 cable modem and ************************ 1 Wifi/Connection drop 2 Slow speeds 3 Not transmitting back to ******* (Showing offline on ******* side in the ******* app)4 Event log errors Numerous users in different states reporting the same issue. NETGEAR refuses to acknowledge the issue and will delete your forum posts. NETGEAR has stated not all CBR750s are affected so make good and replace mine with a working one.I opened a case with NETGEAR and after an initial exchange with a technician I uploaded the debug logs they asked for on multiple occasions and have not heard back from NETGEAR in over 2 weeks. This is affecting my work/life daily. I get dropped from Zoom Meetings, miss alerts from my new borns wifi baby monitor, not to mention the countless hours I've spent resetting my modem and fixing all the connected devices.

  Business Response

  Date: 03/31/2023

  Dear **************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding Product 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.
  
  I have personally taken the time to review your concern and I can see that one of our Engineers "Eduard" and Senior Technician "******" is currently working with your case#********. You have an ongoing conversation with this case and they are trying to configure the main caused of issue. Once they finalized your case, they will give you an update and provide the resolution.
  
  If you have a question or want to follow up, you are welcome to comment on your case number.
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************