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?
Patricia Everest: You will need to go to the user interface and check on the signal strength
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
Chris: Puck IP is 220.127.116.11
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 18.104.22.168”
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.”
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 22.214.171.124
Chris: Admin Status page
Patricia Everest: what happens when you try to browse. do you get an error message, and what do you see?
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?
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?