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1.7 122 Reviews

NetGear Complaints Summary

19 Resolved
93 Unresolved
Our verdict: With NetGear's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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NetGear reviews & complaints 122

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NetGear Netgear's Customer Support Needs Improvement: A Frustrating Experience

I had a bit of a rough experience with Netgear's customer support recently. I called in and selected the Tech Support option from their menu, but ended up waiting on hold for a whopping 18 minutes. When someone finally answered, I had a hard time understanding them due to their accent. They quickly informed me that I had a technical question and that they were going to transfer me to Tech Support. I tried to explain that I had already selected that option and didn't want to be transferred, but before I could finish my sentence, they hung up on me.

Honestly, I was pretty frustrated with the whole ordeal. If I had known that Netgear's customer support was so lacking, I probably wouldn't have purchased their product in the first place. It's a shame, because I've heard good things about their products, but if the support isn't there when you need it, what's the point?

Overall, I think Netgear needs to work on improving their customer support. It's not enough to just have a phone number listed on your website - you need to actually provide helpful and accessible support to your customers. Hopefully they'll take this feedback to heart and make some changes in the future.

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8:45 am EDT
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NetGear Product/customer service

Contacted Netgear a week ago (May 6th) and a week later still no resolve. Customer service is the worst I have ever dealt with in a company. They are instructed to keep pushing you off. Very difficult to understand their English. This company is a rip off and I advise strongly not to purchase Netgear products. This is frustrating and a govt. agency should get involved and put a stop to Netgear. They are not here to help you; they are here to make fraudulent money off of you.

Desired outcome: Refund my money and I will run as fast as possible from this company!!!!

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1:41 pm EDT
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NetGear Orbi rbr50 wifi network and app

2020 bought the ORBI RBR50 to upgrade my network. Nice feature to have an app to control devices in "DEVICE MANAGER" with kids. After 3 months, the App Device Manager stopped working. Thinking it's a simple fix, I contact Netgear to learn after 3 months, you're on your own.. pushed onto the "community support" pages. No Fix. Years later, I continue to browse the net looking for ANY solutions, but instead I find tons of complaints of the same and similar issues but no fixes. If you try out the support pages, you just get let down a rabbit hole and go in circles. DO NOT BUY THIS, or be sure to know what support if any you will have after you purchase. New issues are coming to light now. These products are not cheap and customers deserve better.

Desired outcome: A patch, a fix, a solution or ANY meaning full support from NETGEAR. What is offered is lip service and "try turn off and on again" solutions.

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2:36 pm EDT

NetGear Wifi mesh system 6 MR series

System keeps dropping and disconnecting from the base station, and the 2nd satellite dropped and would not reconnect. I was sent a replacment after several weeks and paying a $17.00 fee and the new Satellite would not connect either. I had asked and was told I would get a complete new system instead of just a satellite and I didn't! I have since returned the first defective satellite and after going through "what they call support" barely able to communicate with the person on the other end due to them being located in India. They agreed to send me a complete replacement system. However, they could not find my returned satellite and did not know what the FEDEX tracking number was and they created the FEDEX label! No record in their system of the Fedex tracking number. AMAZING! They don't even know what they are doing! I will NEVER buy another NETGEAR product again!

Desired outcome: I want a full refund!!!

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7:04 pm EDT
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NetGear Nighthawk

I purchased a new Netgear router/modem about 4 months ago from Best Buy. Three weeks after using the item it quit. I took it back to Best Buy and was told that they only stand behind products for 15 days. I went back to Netgear and they told me to send it back to them. I sent it back in the box I purchased it in with all the cables. About 3 weeks later I received a replacement router/modem. However, they did not return the power supply that I had sent them. I called 2 months ago saying I needed my cord back. I was told that the warehouse would look into this. Two months later and after 10 calls, and continued threats, I have not received my cord. Everytime I talked to their tech support (some group from India where you could hardly hear above the dozens of other techs talking in the same room) I would be told that someone from the warehouse would get back to me. This is the worst customer service that I have ever had! They are a complete joke.

Desired outcome: Give me my cord back

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1:31 pm EDT
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NetGear ARMOR Subscription

I have 36 e-mails from early January to resolve my Armor subscription problem and now I can't get in touch with anyone via chat nor does anyone respond to my latest e-mails. The problem remains unresolved.

1). I have paid for an Armor subscription but I cannot "activate" it because the link required on their website (as previously directed by tech support) will not respond to a mouse click. They don't respond to my e-mail with this information.

2). I am unable to log into the Armor/Bitdefender "Security" page on my mobile APP. It tells me that the Orbi router is registered to an expired e-mail address, even though Tech Support previously updated my e-mail address for my online Netgear & Armor accounts.

Desired outcome: I want to activate my Armor subscription and I want access to the SECURITY page on my mobile Orbi Netgear App.I have screenshots to show what is happening on the mobile app and the Netgear website.

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9:33 am EST

NetGear Armor subscription transfer

My name is Michael Farren. I bought a new router MR80 & needed to transfer my current Netgear subscription from my old router (MR60) to the new one (MR80). I 1st contacted Netgear on January 12, 2023 at 6:18pm to transfer my Armor subscription to my new router, I bought & paid for this armor subscription on 9/28/22 for 1 year of service ending on 9/27/23. The person I spoke with said they would escalate it ASAP to the correct department to get it done. Nothing happened, it was never transferred to my new router. I continued to contact them on 1/13, 1/15, 1/17, 1/18, 1/20, 1/23, 2/1 & 2/15. Each time the person is spoke with promised me they would escalate it & gave me their word they would follow up on my case & make sure my subscription was transferred to my new router. I have multiple case # opened. I have paid for this service which now not been able to be used for over a month. I have made several attempts to contact them to resolve this, nothing is ever done & no one ever contacts me back. My service is not active on my new router it keeps telling me to purchase Netgear on the MR80 & that the MR60 is disconnected, I have paid for a subscription that is still active & it just needs to be transferred to my new router. I’m not exactly sure what to do from here so I decided filing a complaint is the next best step to get the service I paid for, I did informed them I would be filing a formal complaint & no one ever responded or contacted me back. This is such a simple fix, all they need to do is activate my old subscription on my new router which is easy to do & I’ve had it done before with other routers in the past. I’ve also had issues getting it done but never like this. Please help!

Desired outcome: I would like my Netgear subscription contract #[protected] to be transferred to my new router(MR80) from my old router (MR60) & I am expecting them to give me a free year subscription once mine expires on 9/27/23

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3:50 pm EST

NetGear Armor service for 58yf157ba2ead

Automatically renewed service contract with 1 day notice. Received a notice on 12/10 at 12:45 p.m. Charged my credit card on 12/11 for $106.74. Way too short of a lead time. Once paid there is no way to cancel. Run around, bad email address on site.

Desired outcome: Cancel recent charge for Armor service. $106.74

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4:16 pm EST

NetGear Netgear Gearhead

My Nighthawk Router Modem Combo stopped working, so I called Netgear Support. The agent told me that if she was able to successfully get the unit working, I would be charged for a service plan ($139.99) but that I would NOT be charged if it was not operational while on the call. She charged my credit card before hanging up, saying it was going to work as soon as it finished re-booting. It did not. The unit was dead after less than two years. I called back and requested a refund. The associate said he would process it but it might take several days to appear on my credit card statement. After two weeks, I called back and explained the situation. Netgear is refusing the refund. They lied and defrauded me out of $139.99 Please don't support this company!

Desired outcome: A refund of my $139.00 Gearhead fee

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5:37 am EST

NetGear EAX-20

Last Monday I rang your support number and it offered a choice to have someone ring me back. Well as it is now Sunday and nobody has rung I assume that this is something else Netgear promises to do and never does!

So now I have spent 1hour 45 minutes on the phone. Logged the problem and have a case number. So what do you have to do to get support I have paid for from Netgear!

This has to be the worst support from any company I have ever experienced and I will never buy any of their products ever again.

Desired outcome: Fix my problem!!!!!!!

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5:11 am EDT

NetGear EAX-20

This is a complaint about the complaints department.

As I have been having issues with my product ever since we bought it and spoken to your support team who always say the same thing that there is nothing wrong with the product. I decided to lodge a complaint. And, I have not had any response from them! I have to say for a company like Netgear who you would think would be offering a better support service and the fact that if you complain nothing happens. I really regret having bought their products if this is how they treat customers. If only it took as long to buy a product as it does to fix them. Oh they would be bankrupt by now!

Desired outcome: Fix my product!!!

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Update by Alan Webb
Oct 31, 2022 10:57 am EDT

Still haven’t had any response from the complaints department! Still one can only hope.

But last week I decided to open a new case in the hope that someone would think it was a good idea to find out what is wrong with my product. So I filled out the form, received an email with a case number. So now I am ready to revive a call and my problems will be solved. Oh dear how wrong was I. Instead I received another email to say my case was now closed as I should ring America.

How can you close a case the following day when nobody’s has resolved the issue.

I cannot believe that Netgear have such a stupid way of offering support. It is a good job I paid for ALL this extra support… imagine how good it would be if I didn’t have a contract. Still I live in hope during these troubled times.

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5:54 pm EDT
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NetGear Nighthawk AC 1900 WI-FI Cable Modem Router

10/14/22, My wi-fi had no connection. I tried everything to connect to the internet. It wouldn't not let me change my password so, I called netgeard several times. They said, I have to purchase another contract in order for them to run a check on my equipment. I couldn't afford it. They also said, nothing was wrong with my equipment. How did they know if a check wasn't ran. I called Cox cable and they came out and found there is a problem with the the netgear equipment. I called netgear back while the technician was here and told them about the discovery with my modem. I have 40 days left on my warranty and want a replacement. No one has contacted me back about this matter. Please help resolve this issue!

Desired outcome: I want a new replacement.

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Update by Gena Rad
Oct 20, 2022 6:11 pm EDT

Issue not resolved!

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11:24 am EDT

NetGear Tech support

Having contacted your chat line I was told that a technician would contact me to discuss the problem I am having with my Router ( I do have a current support contract). Then a few days later I was sent an email to say my case was closed because of a lack of activity! As you arranged to contact me the lack of activity is down to you!

Today I rang your support line and for 1 hour 45 minutes I kept being told a representative will be with you shortly. Then I was told you had a technical problem and closed the call.

If I pay for support I don’t expect to have such appalling service. If this is typical of Netgear then someone needs to be responsible to sort this out and provide a service customers would expect.

Desired outcome: To have a product that works!

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1:45 pm EDT
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NetGear NETGEAR Nighthawk AX6000 CAX80 WiFi Cable Modem Router

I wanted to get away from renting a cable modem router from Xfinity my ISP and television provider. I researched out and the NETGEAR AX6000 had several performance reviews that were positive by the industry writers.

Therefore I decided to buy it and install it. The price of the new product would pay for itself within a year. I bought t new the new device on Amazon and had it in two days.

It was fairly easy to install and rebuild my network. However within 2 months I began to have issues and logged trouble cases with their tech support. in 6 months I had submitted 4 cases and their response time to my issues was usually 24 hours before comments and or a recommendation/direction to resolve the issue was provided. Yes, not one of my issues was resolved by me without actually having conversations with a support person. Their standard solution was to do a factory reset. The last two issues had to do with transmitting and nothing could connect. After trying numerous factory resets that actually did not work I knew that there was a physical problem with the device since you could see the network broadcasting the SSID however even after resets the SSID was still my old ones. Their support personnel finally understood and requested and RMA that was approved. The that process was also a joke!

After the technical support provided the case number and RMA number I received an email that told me I had to determine one of three ways to do the RMA. One was to turn in the device at location and then wait for them to sent me a replacement. The second was to ship them my device and then wait for them to ship me a replacement. The third option was to pay for expedited replacement. In this $30 option they would ship me a replacement and I would have to ship back my old device. I paid for the next business day expedited service. That was completed at 9:30am. Then at 11:24pm I was notified that they would need some photos of the serial number on the device and then a proof of purchase to validate my ownership of the device before they would ship the replacement. Now I had to find the proof of purchase and take the photos to send back which I completed at noon now 27 hours after the RMA was approved by the technical people. With this being Friday I don't expect the item to ship out today and received sometime next week (Monday or Tuesday) That would make my network down from Thursday until Tuesday or almost 6 days. That type of support is unacceptable.

Desired outcome: To get my replacement faster and for them to ask for everything immediately upon approval of the RMA and shipping immediately if I am going to pay.

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12:40 pm EDT
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NetGear Netgear cm2000 modem

I am a long time Netgear customer with over $2500 in Netgear Orbi and modem equipment.

I ordered a Netgear cm2000 modem for my second home and it failed within 60 days. It simply froze up

Spent two hours with Comcast but to no avail. Called Netgear and spent another hour on the phone with a tech only to have him declare the modem defective.

Replacement modem received, another cm2000, and it will not talk to Comcast at all. Comcast came to check cables and signal strength and all good.

I simply want my money back. Long term customer very angry about what is likely a refurbished replacement.

rick throckmorton

Desired outcome: Refund!

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8:43 pm EDT
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NetGear Product: 8-stream AX WiFi Gateway(CAX80)

I recently moved from one house to another and lost the power cord for my netgear CAX80 modem/router. I have purchased three replacement cords from various sources and none fit the back of the router/modem. I brought the modem/router to Best Buy and they said they have never even seen a power port like the one on my router. I contacted Netgear and they said they couldn't send me a new power cords becuase the prodcuts warranty had expired. I told them I wanted to PURCHASE a new power cord, but they said they do not sell power cords. I asked where to get a new one and they said buy one online or at the store. But you can't buy one online or at the store. So now i have a $400 router/modem that i cannot use and Netgear cannot help me. Why is this so difficult? Why do I now have a $400 router/modem i cannot use. What a horrible company.

Desired outcome: I WANT TO PURCHASE A NEW POWER CORD. FROM ANYONE. ONE THAT WORKS WITH THIS PRODUCT. I DO NOT WANT NETGEAR TO "GIVE" ME ANYTHING, JUST A WAY TO PURCHASE ANOTHER POWER CORD.

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1:06 am EDT
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NetGear Complaint

I got NetGear router R6330.

In lieu of owners manual with installation instructions, it has one flier with 3 "easy" steps: 1. download Google Play/Apple App Store app. 2. Open it and follow instructions. 3. Explore what the app allows you to do.

Well, I don't have a phone that can run that app. The overly simplistic installation instructions that I found on https://kb.netgear.com/ don't work.

I can access the Internet directly from my computer but not from the router.

It appears that NetGear thinks all its customers are low-IQ unsophisticated users who would not understand more technical and, therefore, helpful instructions.

Desired outcome: To NetGear: Please, change company culture and supply technical manuals with your products.

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12:21 am EDT

NetGear RAX20 and technical support

I have reset and reset up the router everything was working fine and now the TV apps will not work again. The whole network has dropped out even though everything is stating it is fine. I tried calling your support who ended up hanging up on me. Severly disappointed will be returning the product and I would ike a refund on the security I paid for.

Desired outcome: refund of Netgear Armor subscription

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Billbar
Zapopan, MX
Aug 03, 2022 7:55 pm EDT
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One very difficult problem is if you live in Mexico. The trouble call is a US 800 number which cannot be called from Mexico, at least not a Cell Phone. Their “tech manual” is a one page glossy telling you to load an app which actually does not seem to do much more than take up space. Had the Netgear Nighthawk for just over 24 hours with 8 of it in frustration. Fortunately it was purchased thru Amazon and I got an RA and shipped back. Looking at support from Linksys seems they are just as bad with using non- English speakers that you can’t understand and are rude.

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5:49 am EDT
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NetGear Horrible tech support

I purchased my Net Gear Router April 29th and the "technical team" took 3 weeks delete an old account and merge it into one. Their Gearhead specialty support team has also yet to get my Parental Support Premium app to work.

They're marketing is far ahead of their ability to perform.

I've kept a record of all the email correspondences and plan on initiating a campaign to warn consumers of their POOR support.

I was promised numerous calls back from their Tech support staff within 2 two hours or the same day. To date they have yet to call me back. Instead, I receive emails stating either my work order is closed or they need more time to work on it.

And moreover, I'm told I'll need a "Level 2" tech to accomplish the work order.

Ridiculous and very unprofessional.

Desired outcome: I want my simple requests taken care of with a full year credit for my Gearhead subscription or a full refund for all my purchases.

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9:56 pm EDT

NetGear Admin & password reset want charge me

I had two nighthawk M1 MR1100 had on service and the service provider lost his contact and I was without internet for 3 weeks and I was trying to go AT&T with my nighthawks m1 RM1100 and couldn’t get into my boxes cause of the admin and password would not work and netgear would not reset them for me they wanted to charge me $200.00 a box and the lady was so rude hung up on me this is so wrong why have account if you can’t get into internet boxes that are unlocked and will not do business or buy another netgear item will tell people to stay away this so wrong.

Desired outcome: Fix my box not trying made money off something. I had no control over

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NetGear Customer Reviews Overview

Netgear is a well-known brand in the networking industry, offering a wide range of products such as routers, switches, and network storage solutions. Our analysis of Netgear reviews shows that the company has received positive feedback from customers for its reliable and easy-to-use products.

One of the key strengths of Netgear is its user-friendly interface, which makes it easy for customers to set up and manage their network devices. Many customers have praised the company's customer support team for their prompt and helpful responses to queries.

Netgear's products have also been commended for their high performance and stability, with many customers reporting that their devices have been running smoothly for years. The company's routers, in particular, have received positive reviews for their strong Wi-Fi signals and fast speeds.

In addition, Netgear has been praised for its innovative features, such as parental controls and guest networks, which allow users to customize their network settings to suit their needs. The company's network storage solutions have also been well-received, with customers appreciating the ability to access their files from anywhere.

Overall, Netgear is a reliable and trustworthy brand that offers high-quality networking products with excellent customer support. Its user-friendly interface, high performance, and innovative features make it a popular choice among customers.
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