FWIW, it seems like the large majority of reports of these types of problems over the past decade have been for Netgear. In recent work I did with home routers from a wide variety of US-based vendors, I found that Netgear's firmware upgrade UI was less intuitive than most. Instead of "update your firmware", consider "update your firmware or upgrade your hardware from a different brand". Brands that have a single UI across their line tend to be more supportable.
--Paul Hoffman
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