Why I'll never buy NetGear again - EVER

[CheesyM]

Originally Posted by fordem

Doesn't matter what brand either - the technology is the root of the problem.

The issue here is a particular problem with a specific Netgear model (XAV5004) that has been experienced by a number of users, but it's difficult to get help from Netgear (I've currently got an open support ticket for this - no solution so far).

I'd prefer not to have to return this (the network speed & reliability are otherwise excellent), but I will if Netgear can't provide a solution.

[fordem]

Originally Posted by CheesyM

The issue here is a particular problem with a specific Netgear model (XAV5004) that has been experienced by a number of users, but it's difficult to get help from Netgear (I've currently got an open support ticket for this - no solution so far).

I'd prefer not to have to return this (the network speed & reliability are otherwise excellent), but I will if Netgear can't provide a solution.

You seem to have missed the point - the technology behind powerline networking is such that it does NOT work in all scenarios, especially scenarios where there may be high levels of EMI/RFI - Netgear cannot provide a solution in such a scenario.

I don't know if you looked at the Netgear webpages concerning powerline troubleshooting and noticed that they do not recommend powerline for business environments - the reason there is that business environments have higher levels of EMI/RFI - I'm not saying that you're in a business environment, simply pointing out, that the technology has known limitations.

[CheesyM]

Originally Posted by fordem

You seem to have missed the point - the technology behind powerline networking is such that it does NOT work in all scenarios, especially scenarios where there may be high levels of EMI/RFI - Netgear cannot provide a solution in such a scenario.

I understand that, but the issue the OP and other people are having is with a particular piece of kit not "waking up". It's not about reliability or speed of connection, which I agree Netgear often can't be held responsible for. I live in a new house and get a very reliable, fast connection when it works (I can stream HD for long periods without any problems). However, the XAV5004 does not wake up properly once it's gone into power saving mode. And as soon as I power cycle it, it works great again.

Netgear should offer support to customers and produce fixes for issues like this with their products.

[Pagefault]

Hi,

I'm owning 1 set with 2x XAV5001 and 2 set's with 1xXAV5001 & 1xXAV5004.

With the new firmware v0.2.1.1CE the situation seems to be better. With the first set (2xXAV5001) i got only one "disconect" after one month. I solved the issue, instead of unplugging by renaming the device (with the netgear tool).

With the second and the third set, I still got a weekly standby-disconnect. Maybe because the XAV5004 has still the old firmware. I really hope for a new firmware soon. I don't think this problem is a major issue.

[whoit]

UPDATE: I've managed, through many calls to Tech Support, to get them to swap out my XAV 5004 for another - the new one (actually, refurbished) is no different - it never comes out of sleep mode. This makes a total of 3 - 5004s that I've tried, all with the same problem.

I have the most current firmware as of this writing.
This is not a 'powerline technology' issue.

NetGear simply needs to monitor the posts and complaints of customers and do something about it.
I'm not asking for new functionality, or modified functionality - I'm asking that the existing functionality works as advertised.

Hell, the 5004 won't even wake when I run the Powerline Utility ! So when it's sleeping, the utility doesn't even see it on my network. Bad, Bad, Bad.

[Pagefault]

@whoit
Try to rename the device with the powerline tool. The XAV5004 should wakeup.

BTW: I believe the newest firmware for the XAV5001 helped a lot. When I am using 2 XAV5001 the wakeup seems to work. But if there is a XAV5004 with the actual firmware I still have the standby issue.

[whoit]

@PageDefault - I'll try the rename thing - thanks. Of course, the problem is that I use the 5004 for my TV/DVD/Netflix, so I'd have to go to my office and wake it up, or just power cycle it under the TV (it's never simple, is it?)

My 5001's have performed well from the start. It's just the 5004 that's been trouble.

[Susie23]

Facts:

1. Netgear free phone support is only LIMITED, similar to the warranty support policy of other manufacturers.

2. Netgear stands up for their product by continuouly providing FREE tech support, product upgrades, and issue fixes through the e-mail support or through the support online website.

3. To some the device would work perfectly fine, and to some it may not at all. It depends on the settings, condition, network set up, interference, compatibility, etc.

4. "It works before but it stops working" Try to figure out what happen along the way and consider all posibilities.

5. "Dont let the chicken eat the dog; but let the dog eat the chicken." Every product has a limitation. Dont force something that wont work; the solution is get a better product that doesnt not limit your needs.

6. "Netgear is a business." If you have an extra $, Let the pro assist you. Netgear provides premium support. They can work on 3rd party devices, remote access support, and nerve breaking issues.

7. No matter how good you are; no matter who you are or what title is; and no matter how many years you are working on this and that; One thing is certain; You still lack of something that is why you are in this forum.

8. You either hate these facts or love it.

[whoit]

@Susie23
Wow, I don't know if you think you're some kind of philosopher, or if you work for NetGear, or why you even posted that list of nonsense. Your English grammar is pretty good though.

Unfortunately, none of that has anything to do with this thread which describes why I'm dissatisfied with NetGear products and their support.
Rather than repeat myself since it's all here in writing, I'll only add this:

1) Many other people are having the same problem with the XAV 5004 as I am.

2) Their support is actually better than when I first started this thread. Instead of simply asking me to pay for support after 90 days, they now try to resolve the problem and have, in fact, swapped out my 5004 (twice). So, I'll amend my comments to say the Support is much better than before, even after 90 days.

3) My comments about the products not performing as advertised still stands.

[BongoKongo]

Well, I have just had my XAV5004 & XAV5001 replaced because my device has exactly the same issue ( less than a week old).

After going into Powersave mode, the XAV5004 unit will not wake up again, unless it is power cycled or reset & then it will function correctly once more (until it goes into Powersave mode again).

I think the reason most people are not having this problem is because their device is constantly in use & not going into powersave mode. But if you have it connected to a PS3 only,, and then you turn the game console off for a while the XAV5004 stops functioning & will not wake up when you turn the PS3 back on again. It also does the same with my Canon Printer & XBox 360.

Plus both of the replacement units still have exactly the same issue.

Also the Powerline Firmware upgrade tool never detects any Powerline adapters so it doesn't work either & I don't know if my Firmware (V.0.2.0.9NA) is the current up to date version.
There is no other way that I can download & install fixes is there?

I have seen heaps of posts on Google with people having the exact same issues, so I know that it is not just a small group who are having this issue.

Surely Netgear are smart enough to be able to fix it with a tiny firmware upgrade,, & surely they aren't that lousy or cheap that they won't do it.

This exact problem has been around since the product was first released years ago. So WHY is it still an issue now??
Was the device released in a broken or unfinished state? Because it definitely does not work as Netgear have advertised that it does.

Don't they realize that all of this negative press is eventually going to do them harm.

I want it fixed or I want a full refund so I can buy a different product Brand that actually works.