1 reviews | Active since Jul 2011
Horrible device policies
<p>My fibre line was installed, however I was dismayed to be told that I would not have login access to the supp**** router. Instead, if I wish to do anything on my network, I would have to call their support. It is simply unacceptable that I am unable to manage my own network!</p> <p> </p> <p>I have reported to buying my own router, plugging it into theirs, just to be able to manage my own network. However this has now resulted in problems with devices such as my Xbox, which use UPnP to automatically forward ports, being unable to connect to the internet.</p> <p> </p> <p>I cannot understand how it is acceptable to pay for a service, to be told that control over your own network is removed from you. No other ISP that I'm aware of does this, or has been less helpful.</p>
Dear Shalin,
I am surprised that you are willing to rate a companies service based on equipment policy.
Our equipment policy is that devices are supp**** for your usage and benefit, but are the property of SADV, with the main purpose of insurance of such devices. Because we do not allow you to re-configure our device, we very happily allow you to purchase your own equipment and connect it in such a way that you can manage and control your own network.
If you are not happy with this policy you are also welcome to select an alternative service from our partnered ISPs available on our sign up webpage and discuss their policies with them?
Regards,
Chantelle
Marketing Manager
Dear Shalin,
I am surprised that you are willing to rate a companies service based on equipment policy.
Our equipment policy is that devices are supp**** for your usage and benefit, but are the property of SADV, with the main purpose of insurance of such devices. Because we do not allow you to re-configure our device, we very happily allow you to purchase your own equipment and connect it in such a way that you can manage and control your own network.
If you are not happy with this policy you are also welcome to select an alternative service from our partnered ISPs available on our sign up webpage and discuss their policies with them?
Regards,
Chantelle
Marketing Manager
Hi Chantelle,
Thanks for the prompt response.
As mention in the original message, placing our own devices behind SADV's actually opens up various other problems with the network. Applications that use UPnP or those that require port forwarding, for example, are now broken. Additionally you can run into double NAT issues as well, which are a pain to debug.
I think it's unfair to claim that devices are provided for our benefit, when it can actually be to our detriment as not everyone use the internet in the same way.
Had SADV offered an option to sell me the configured device, whereby I have full access to it, I would gladly have taken it. Instead we are provided with no option, as it is assumed that this should be sufficient for everyone.
I've uprated you for the prompt response, however this is as far as it goes unless SADV can make a plan to help me get my network working as before. As I said I don't even mind paying for the device to be able to access it.
Thanks again
Hi Chantelle,
Thanks for the prompt response.
As mention in the original message, placing our own devices behind SADV's actually opens up various other problems with the network. Applications that use UPnP or those that require port forwarding, for example, are now broken. Additionally you can run into double NAT issues as well, which are a pain to debug.
I think it's unfair to claim that devices are provided for our benefit, when it can actually be to our detriment as not everyone use the internet in the same way.
Had SADV offered an option to sell me the configured device, whereby I have full access to it, I would gladly have taken it. Instead we are provided with no option, as it is assumed that this should be sufficient for everyone.
I've uprated you for the prompt response, however this is as far as it goes unless SADV can make a plan to help me get my network working as before. As I said I don't even mind paying for the device to be able to access it.
Thanks again
Hi Shalin,
Please will you email me at *** as if you have purchased your own router to connect to our device there may be something we can do to assist.
thanks
Hi Shalin,
Please will you email me at *** as if you have purchased your own router to connect to our device there may be something we can do to assist.
thanks
Hi Chantelle,
I would like to thank you for all your assistance in helping to resolve this. I am now able to access the device on my own!
It seems like there may have been some miscommunication as I was initially told that clients won't have access to the device, rather than being shown where the access credentials were and which IP the device had been reconfigured on. I believe there may be some room for improvement in this regard by providing the customer with as much information on their service as possible, however I can't fault your willingness to help when necessary.
Hope you have a great day!
Hi Chantelle,
I would like to thank you for all your assistance in helping to resolve this. I am now able to access the device on my own!
It seems like there may have been some miscommunication as I was initially told that clients won't have access to the device, rather than being shown where the access credentials were and which IP the device had been reconfigured on. I believe there may be some room for improvement in this regard by providing the customer with as much information on their service as possible, however I can't fault your willingness to help when necessary.
Hope you have a great day!