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Customer Review

10 of 12 people found the following review helpful
2.0 out of 5 stars Wifi Drop outs, 24 Jun. 2014
Verified Purchase(What is this?)
This review is from: NETGEAR R7000-100UKS Nighthawk AC1900 Dual Band Wireless Gigabit Cable Router, 1 x USB 2.0, 1 x USB 3.0, Implicit and Explicit Beamforming/Upstream and Downstream QoS (Accessory)
I've updated the Firmware of the R7000 to "V1.0.3.60_1.1.27" and have wifi drop outs now and again, where as before i had none, it some times disconnects from my modem just because it feels like it,
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Showing 1-7 of 7 posts in this discussion
Initial post: 24 Jun 2014 23:10:52 BDT
NETGEAR Team says:
Hi SignalAdam,

We apologize for the trouble you've had thus far, and appreciate that you've tried installing the latest firmware. We're especially concerned that your dropout issues have persisted after the update, and our engineers want to investigate this right away.

Can you tell us:

- Are you seeing the dropouts on both wireless bands, or just one or the other?
- Are you seeing this on all devices, or just certain ones?
- When the dropouts occur, does a router reboot resolve the issue?
- Does it happen regularly or randomly?

You can reach us at amazonuk@netgear.com -- we look forward to helping you out.

Regards,

NETGEAR Team

In reply to an earlier post on 25 Jun 2014 00:00:48 BDT
Last edited by the author on 23 Jul 2014 15:18:38 BDT
SignedAdam says:
ooh, so now you want to help me, lets tell everyone what there getting with this router, 90 days of live support, "calling net gear support" costs extra after 90 days of using your R7000

1) For the best part of 160 pounds, you would expect 2 years support, your "Complimentary Support" should be a 2 year" ATLEAST! however its 90 days, your braking the law, and your braking your own terms and conditions by supplying me with support, someone at netgear needs to sort this out,

2) plus, as stated above, your firmware updates are not making the product better, but doing the opposite, please view this link :

http://bit.ly/1lo3pEK

http://forum1.netgear.com/showthread.php?t=91654

many customers are facing the same issues, just look in your own forums/back garden and help your selfs,

3) talking of firmware, you claim its open source, and we can update to DD-WRT firmware, but im finding we can't. there is no official r7000 dd-wrt firmware available,

i've used netgear for sometime, but this router is the worst netgear product i've had, one that may put me off buying netgear again, unless the 3 topics above are sorted out

In reply to an earlier post on 25 Jun 2014 23:40:15 BDT
NETGEAR Team says:
Hi SignedAdam,

We stand behind our products, and offer a manufacturer's warranty beyond the 30 days of complimentary phone support. We also offer 1 year of email support, and hope that you will get in touch with us to help make things right.

If you are looking for open source firmware for the R7000, you can visit MyOpenRouter.com. You will find several versions of DD-WRT as well as Tomato firmware that are compatible with the R7000, plus a discussion forum where you can share any issues or comments you have regarding the open source firmware.

We look forward to hearing from you -- again, our contact email is amazonuk@netgear.com.

Regards and thank you for your patience,

NETGEAR Team

In reply to an earlier post on 26 Jun 2014 14:24:36 BDT
Last edited by the author on 23 Jul 2014 15:18:56 BDT
SignedAdam says:
1) You don't stand by your products when it comes to phone support, apple did this to everyone, till they got a legal case opened against them, after that they changed there ways, and now supply 2 years phone support to all there customers, you are letting us all down with you 1 year warranty, and your 90 days phone support, i should not have to get in touch right away..

2) MyOpenRouter.com is not the official dd-wrt.com website, is it! this is also the case with Tomato firmware, I should be able to go to polarcloud.com or dd-wrt.com, look up my router, "R7000" and download the firmware from the official websites, MyOpenRouter.com is not a firmware supplier, you need to sort this issue out,

http://en.wikipedia.org/wiki/DD-WRT
http://en.wikipedia.org/wiki/Tomato_(firmware)

look to the right hand side of the page, you will see the official site, get in touch with them, and add support on there websites

Posted on 1 Jul 2014 09:03:52 BDT
Not a fan of Netgear stuff any more - used to be good once.

I have found that most times you get occasional 'drop outs' like you describe its because of interference from other wifi networks. Try changing the channel (if its on a low channel try a high one or the other way around). If its a mid one then try either ends. Some bits of kit are more susceptible to this especially when there are lots of other networks in the area.

Good luck

In reply to an earlier post on 23 Jul 2014 15:24:36 BDT
Last edited by the author on 23 Jul 2014 15:25:34 BDT
SignedAdam says:
That did not help "A 70's boy" still they are not helping me,

I will be reporting them to a "Trading Standards Officer" Soon! if no one from netgear sort my warrenty out, Amazon are partly at fault, because the product page says nothing about limited 90 days phone support/live chat support

Posted on 26 Jul 2014 13:56:13 BDT
The Netgear team are perhaps more open to responding on customer problems when they're made public. That's not so bad in itself, and SignedAdam's comments here are just utterly hostile and snarky. Possibly I have lower standards, but I'm actually impressed that a router manufacturer has the capacity to look at individual connectivity issues given just how complex they can be and just how clueless many people are.
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