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Kathleen Herschel: My name is Kathy with Expert ID 46746. How may I assist you today?
CaNsA: Hi,
CaNsA: Is there any update or plans to fix this bug mentioned in this thread on teh netgear forums.
CaNsA:
https://forum1.netgear.com/showthread.php?t=94089
Kathleen Herschel: Please give me 1 to 3 minutes to check the link.
CaNsA: sure
Kathleen Herschel: Thank you for patiently waiting, Mr. CaNsA. Please allow me to place you on hold for another 3 to 5 minutes. I am still checking.
CaNsA: ok
Kathleen Herschel: Thank you for patiently waiting, Mr. CaNsA and I apologize for the long hold. As I understand you are experiencing a DNS error message on the router.
CaNsA: The DNS ip address doesn't get passed onto DHCP clients.
CaNsA: It's an issue known by netgear since the 3rd of december
CaNsA: 3rd december 2014
Kathleen Herschel: Okay. Before we proceed further, In case we lose connection please do not close your chat window, wait for two minutes for your Internet connection to be restored. In case the chat session is completely disconnected, please request a new session and reference your Customer ID 30027029. I apologize in advance for any inconvenience.
Kathleen Herschel: I will be glad to assist you today, before we proceed, Mr. CaNsA, I see that you already have an Email on file, may I have you verify your phone number and Post code please.
CaNsA: Why do you need those details to answer a question.
Kathleen Herschel: This is just to complete the information on our system. You may add the information anytime.
Kathleen Herschel: May I know the exact purchase date of the device?
Kathleen Herschel: The purchase date specified for this registration is beyond a reasonable "presumed shelf life" (difference between manufacture date and purchase date).
Kathleen Herschel: This is to validate the warranty details of your device.
CaNsA: It was bought Feb 09, 2015
CaNsA: the device is a wndr3700v4
Kathleen Herschel: Thank you. Our system shows that the device was manufactured on date and we would like to request for the proof of purchase of the device to update its registration and be entitled with the 90 days of Support Warranty and 2 years of Hardware Warranty of the device from the date of purchase.
You may email your Proof of Purchase or Receipt to
[email protected]. Please also include your Customer ID 30027029 and product serial number in the email.
I am making an exception by providing you with one-time courtesy complimentary support.
Kathleen Herschel: I will be asking some questions to further isolate your case.
CaNsA: Hold on a sec.
CaNsA: All I'm asking is if there is any update to the bug that was reported to netgear over 3months ago
CaNsA: I'm not asking for you to troubleshoot or provide direct support of my device.
CaNsA: Regardless of my device, it's status etc.
CaNsA: Could you please answer the question?
Kathleen Herschel: I understand, Mr. CaNsA. Have you tried connecting your device directly to the modem and check if you are also getting the same error message?
CaNsA: If you understand, why are you trying to troubleshoot?
CaNsA: is there is any update to the bug that was reported to netgear over 3months ago?
Kathleen Herschel: Please give me 1 to 3 minutes to check my resources regarding this issue.
CaNsA: sure
Kathleen Herschel: Thank you for patiently waiting, Mr. CaNsA. As I checked,We have firmware releases for bug fix but this is not included as this is not a known issue for this device.
CaNsA: ok, so can you bring it to the attention of those who need to know about this please. As far as the other members of the netgear forums are concerned, Netgear know about the issue.
Kathleen Herschel: DNS issue is mainly from ISP, Mr. CaNsA. You may try to connect the device directly to the modem and observe within the day.
CaNsA: The DNS ip address doesnt get sent from the router to my DHCP clients
CaNsA: This is a router issue, not an issue with the ISP
Kathleen Herschel: Kindly go to this link and check the current firmware release and its known issue fix:
https://kb.netgear.com/app/answers/detail/a_id/26949
CaNsA: Could you point out where the fix is please.
Kathleen Herschel: For this kind of issue, we suggest to set a static DNS address on the router.
CaNsA: I have tried that by using Google DNS servers, still the issue remains.
CaNsA: To be honest Kathleen, you're not filling me with confidence.
CaNsA: I have spent too much time trying to get information from you regarding this issue, along with the 15min wait time to speak with someone in the first place.
CaNsA: Thanks for trying, but unfortunately you have not helped me in the slightest.,
'CaNsA' disconnected ('Concluded by End-user').
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