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Richard
Richard, Network Specialist
Category: Networking
Satisfied Customers: 33160
Experience:  20 years consulting in the IT industry with Networking
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I am the original owner of a Netgear AC1200 range extender.

Customer Question

I am the original owner of a Netgear AC1200 range extender. I left for vacation for a week and now the 2g-2gext will not connect to any device. I got in once to update firmware but now cannot even with Ethernet cable.
Thanks
Brian (###) ###-####
Submitted: 9 months ago.
Category: Networking
Expert:  Richard replied 9 months ago.

Hi there Brian and welcome

Can you remove the power to the extender and wait 5 minutes.

Then connect the power to it and tell me if you can now connect to it please.

Customer: replied 9 months ago.
No does not connect
Expert:  Richard replied 9 months ago.

Whats the message you get when it fails to connect?

Customer: replied 9 months ago.
Just keeps looking for authentication and ip address
Expert:  Richard replied 9 months ago.

Thanks, ***** ***** extender is a reset button. Using a pin or pen, push it in for 10 seconds then release while it is powered on.

Then set it up again like when you first received it and tell me if you can now connect please.

Customer: replied 9 months ago.
That will take awhile.. be back with you
Customer: replied 9 months ago.
Per on or off
Expert:  Richard replied 9 months ago.

Thank you

Customer: replied 9 months ago.
Power
Expert:  Richard replied 9 months ago.

ok, I have to via this system reply to every message, and I do not want to miss the completed reply, let me know please in a message when the process is complete or if you have an issue please

Customer: replied 9 months ago.
Done... 5gext connects 2gext does not. Asks for authentication then obtaining ip address but no connection
Expert:  Richard replied 9 months ago.

On which device? All devices?

Customer: replied 9 months ago.
No device... I tried 3. All do the same
Expert:  Richard replied 9 months ago.

ok, change the wireless channel for 2.4ghz to either 1,6 or 11 and tell me if it can connect on either of these please.

Wireless channel you find under wireless settings.

Customer: replied 9 months ago.
On the extender?
Expert:  Richard replied 9 months ago.

yes please

Customer: replied 9 months ago.
Cannot get into the extender to change
Expert:  Richard replied 9 months ago.

Even on 5GHZ? As it was connecting on that correct?

Customer: replied 9 months ago.
I'll try again on 5g
Expert:  Richard replied 9 months ago.

thanks

Customer: replied 9 months ago.
Mywifiext.net says setup successful. Got 5g wifi but cannot get into extender 192.168.1.250
Expert:  Richard replied 9 months ago.

Is this a windows computer?

Customer: replied 9 months ago.
Using an iPad ... have no wifi windows computer. Only windows computers are network hardwired
Expert:  Richard replied 9 months ago.

ok, on the iPad go to Settings, general, Reset, reset network settings.

Once done, connect to the wifi again and tell me if it now functions please.

Customer: replied 9 months ago.
Ok
Expert:  Richard replied 9 months ago.

it connected?

Customer: replied 9 months ago.
Still waiting for ipad
Expert:  Richard replied 9 months ago.

ok, thanks

Customer: replied 9 months ago.
5gext no longer connects.. just grinding
Expert:  Richard replied 9 months ago.

Thanks

It is the internal memory that has faulted.

A corrupted firmware can cause this. But we have ruled this out.

I am really sorry about this and you are going to have to return the extender to have it replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.

I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service by clicking one of the stars at the top of the page, then submit, that would be greatly appreciated.

Thank you

Customer: replied 9 months ago.
I will not downgrade your help but please cancel all charges to my credit card and any subscription. Please send proof of cancellationSorry
Brian
Expert:  Richard replied 9 months ago.

oh ok Brian, if you don't intend to pay me for the service recieved, then you need to contact customer service for a refund