I called Netgear today bout my 5g wifi not connecting...

[SynapticVesicle]

While gaming I kept getting kicked off and I didn't know why. Finally I looked at the Wifi and noticed I was now connected to the 2.4G network and I didn't get kicked off anymore. I tried to connect to the 5G network and it kept saying "Cannot connect to network". The router settings looked fine and the 5G network was still an option on two computers even though it wouldn't connect.

They told me to change my network name which I didn't because I didn't feel like it. Then they told me to switch from channel 161 to 153. Somebody was already on 153 but nobody was using 161. I asked them why 153 had "less interference" (what they told me) because my free customer service is running out and last time I called they told me to use channel 161. The woman said people using 153 while nobody using 161 is not the type of interference she was referring to. I could barely understand her so after she repeated herself twice that was the most I could get out of her. Now the 5G network is working.

I'm guessing a simple router reboot would have fixed the issue but I wanted to call Netgear so they could diagnose the issue and why it happened in the first place. I'm guessing I could go back to channel 161 and it will still work but I really don't feel like messing with it.

I just wanted to ask if you think the Customer Service Representative was lying to me about the interference? I know other electronics can interfere with the signal but there have been no new wireless electronics in the house for the past week or two since I've been having issues.

 

[hang-the-9]

Not sure why you think they are lying about the interference, plus it's hard to tell what they could see and what they could not see from your network and if there is interference in the channel you are using.

 

[Pooneil]

Then they told me to switch from channel 161 to 153.

Not lying but giving generalized advice. Ch 161, for instance, is subject to interference from 5.8 GHz cordless phones. Going to a lower channel will mitigate that interference. So it may be good advice if not the engineered diagnosis you may have wanted. Certainly not lying.