Rover 4G Wireless Internet Problem

Yesterday, my new Rover 4G Wireless Internet “puck” arrived in the mail. I could use the Rover Puck last night (for a very brief while) just fine. Suddenly, and without warning, it turned non-functional – despite a 100% perfect admin status page.

I was grateful to be able to give ‘er a go with their 48-hour unlimited trial – but if the following experience is indicative of the shitty service I can expect from Rover in the future, I’m returning the unit immediately and withdrawing all future recommendations. Then again, I discovered it’s running on “CLEAR” – which, I’ve long attested, is one of the worst companies to deal with in the consumer electronics / wireless Internet / WiMax space.

I’m not surprised that my Rover experience has been just as nasty. Check out this joke of a tech support session – with the rep, at one point, referring to the hardware as “wifis.” Seriously.

NOTE: I did move lines for readability / clarity. It would have been easier to follow in real-time – but, as you know, Internet chats (even with one person) can become disjointed quickly.

Hello Chris. Please wait while we find a ROVER specialist to help you.

You have been connected to Patricia Everest.

Patricia Everest: Hi, Thank you for chatting with Rover. I’d be happy to help you.

Patricia Everest: What is the Mac ID# to the device?

Chris: [redacted]

Patricia Everest: You will need to go to the user interface and check on the signal strength

Chris: 100%

Chris: Everything checks out.

Chris: I can get to the local admin interface.

Chris: I have an IP as assigned by the connection…

Chris: But… nothing else.

Patricia Everest: what is your ip address you are getting?

Chris: Which – client or the puck?

Chris: Client IP is 192.168.0.189.

Chris: DNS is 192.168.0.1… which is odd, but that’s what it’s showing.

Patricia Everest: that is the wrong ip, it should end with a number other than 1. please check
your connections

Chris: Puck IP is 75.94.67.57

Patricia Everest: i need the ip for your wifi on your puck

Chris: You’re asking one question with four possible answers.

Chris: i can email you a screen shot of what I see.

Patricia Everest: i need the ip address on your computer, you are giving me more information than i did not ask for. all i need is the ip address from your wifi connection

Chris: I’m not going to argue with you, but you said “I need the IP for your wifi on the puck” – and that’s the info I gave you. If you’re asking for AN IP address assigned to a connected system, one would be 192.168.0.114.

Patricia Everest: you have given me three ip address starting with 192.168

Chris: And the Puck IP, too – scroll up. “Chris: Puck IP is 75.94.67.57”

Patricia Everest: I’m sorry you are having problems understanding me, i will try to be more clearer. when you are connected to the wifi, what ip address do you get. it should start with 192.168

Chris: You said “I need the IP address on your computer” – and I have two connected systems. One (again) is showing 192.168.0.189 as the IP, and the other is showing “192.168.0.114.”

Chris: ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

Patricia Everest: are you connected to two wifis at the same time?

Chris: …that’s impossible.

Chris: They’re not “wifis,” they’re access points. And no, I have two different systems connected to the Puck.

Patricia Everest: it is not possible if you have two wifi adapters. you should only get 1 ip address

Chris: TWO DIFFERENT SYSTEMS CONNECTED TO THE PUCK.

Patricia Everest: you can have upto 8 devices connected

Chris: Yes, I know.

Chris: I’m trying to troubleshoot, eliminating the possibility of this being a problem with ONE system.

Patricia Everest: I appologize that you are having problems connecting. lets try something else. where do you get your ip address 75.94.67.57

Chris: Admin Status page

Patricia Everest: what happens when you try to browse. do you get an error message, and what do you see?

Chris: timeouts

Patricia Everest: have you tried to connect with another computer?

Chris: are you kidding me?

Patricia Everest: no

Chris: scroll up

Patricia Everest: i don’t understand why you want me to scroll up

Chris: I’ve told you, nothing short of twice, that I have two systems connected to the puck.

Chris: They’re exhibiting the same problem.

Patricia Everest: sorry, you also said you cannot connect more than 1

Chris: No, I didn’t.

Chris: I was correcting your error, in that you can’t connect to two access points from one antenna at the same time.

Patricia Everest: have you tried to ping?

Chris: Yep. “Unknown Host”

Patricia Everest: you have a valid ip address. have you tried resetting the puck?

Patricia Everest: are you still there?

Chris: I can’t even factory reset

Chris: i can’t get a connection

Chris: even after sticking a paper clip in the pinhole…

Patricia Everest: can I have your address please?

Chris: [redacted]

Patricia Everest: It seems that we are having some issues in WA with our signal. Our techs are working to solve the problem and should be working in a few hours

Chris: so my “free trial” was uselss?

Patricia Everest: no, you still have time to use, you will only miss a few hours

Chris: few hours? It was problematic last night.

Patricia Everest: when did you setup your account?

Chris: last night.

Chris: it seemingly worked fine. then an hour later, it didn’t.

Patricia Everest: I’m sorry it is not working now. I will submit another issue so our techs can escalate and fix the problem with the system.

Chris: Thank you.

Patricia Everest: it should be working in a few hours, is there anything else i can help you with?

Chris: no

7 thoughts on “Rover 4G Wireless Internet Problem”

  1. Hello Chris,

    Our technicians are still working on the problem, we should have the service restored within a few months. Until then enjoy your free trial.

  2. I’m not even sure how to react after reading that. I love the “i will try to be more clearer.” You can tell how great the customer service is from their grammar. Well, good luck with that. 🙂

  3. Stupid u should of first found out if the service covers your area as you know they are new you’re mistake no body forced you to buy it or get a free trial that’s why it’s calle free trial if it doesn’t work just return it what’s the problem why make a bad feed back if it was bad for you I have had it for about 3 month I live in NYC it’s perfect! I love it!!!!!!!!!

Comments are closed.