Wireless Nation - access and adjusting computer settings

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moosee

28 posts

Geek
+1 received by user: 9

#307164 24-Sep-2023 22:11

Hi all,

I'm considering joining Wireless Nation for their Portable WiFi plan but upon reading through their terms & conditions have come across a few clauses that concern me. The highlighted text is that which bothers me.

One is "We automatically measure and monitor network performance and the performance of Your internet connection and Our network. In addition, You agree to permit Us to: (a) access Your computer and Equipment when reasonably necessary to be able to provide Our Services; (c) access and adjusting Your computer settings, as they relate to the Services."

Also, "SOFTWARE LICENSES AND THIRD PARTY SERVICES : 25. We reserve the right periodically to update, upgrade or change the Software remotely or otherwise and to make related changes to the settings and Software on Your computer or Equipment and You agree to permit such changes and access (by Us or a third party Contractor) to Your computer and Equipment."

And, "MANAGEMENT OF YOUR DATA AND COMPUTER: 55. We reserve the right to: (a) use, copy, display, store, transmit and reformat data transmitted over Our network and to distribute such content to multiple Servers for back-up and maintenance purposes; 57. We reserve the right to provide an active secondary SSID on routers We provide You. (why do they want to do this?) 58. We automatically measure and monitor network performance and the performance of Your internet connection and Our network. In addition, You agree to permit Us to: (a) access Your computer and Equipment when reasonably necessary to be able to provide Our Services; (c) access and adjusting Your computer settings, as they relate to the Services."

I have never come across terms such as these and am quite concerned at the possibility of Wireless Nation poking around my computer, especially without my knowledge. I have never seen similar T&C by other internet providers that I have been with - is this the new normal??

Before I contact Wireless Nation to Please Explain it would be good if others could share their thoughts about these clauses.

Thanks in advance.

SCUBADOO

206 posts

Master Geek
+1 received by user: 65

#3131610 25-Sep-2023 09:49

Consider Netspeed.

We hooked up with Netspeed about 5 years ago long before WN offered wireless broadband options for use in our motorhome.

Netspeed may have similar wording in their contract? No idea but it has never concerned me.

Our plan is $75 a month for 600GB.

A simple test for support from NS vs WN. Attempt to contact them for technical assistance. YMMV.

raytaylor

4076 posts

Uber Geek
+1 received by user: 1296

Trusted

#3153277 29-Oct-2023 11:18

I think your getting confused with how customer support works and liability insurance requirements for professionals.

Sometimes you might decide to call an ISP helpdesk with a problem.
We (a competing isp, and any other isp, including wireless nation) occasionally need to use some remote desktop software to fix an issue for our customers.

We give you an id number, you go to a website, you enter the id number and download/run the remote desktop client (teamviewer/screenconnect etc) for the duration of the phone call. When the call is over, you exit the program which cuts remote access to your computer.

This is done so that you dont have to pay a travel charge and expensive technicians time for something that can be fixed over the phone with a remote desktop client such as fixing an email pop3 configuration.

The insurer needs those clauses in the contract to provide the ISP technicians with professional liability insurance.

If you prefer to do your own IT support, or wish to have someone drive to your location to fix it, or prefer someone else to fix it, then dont call your ISP and ask for help when you have a problem.

ISPs seem to be battling this misconception that they provide the internet - and that includes in-home wifi reticulation and support for every customer-owned device attached to it.

Big ISPs are good at cutting callers off when they ask for help with devices they are not responsible for.

Small ISPs who also have IT service departments will more likely try to help.

Ray Taylor

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Jase2985

13730 posts

Uber Geek
+1 received by user: 6202

ID Verified

Lifetime subscriber

#3153403 29-Oct-2023 15:10

they have no way of doing what you suggest unless you allow them to do it, agreeing to some terms doesnt gieve them access, its when you go through the help desk as Ray said, that you may have to give them access. if your not comforable giving them access, then dont. but they wont be able to help you anymore.

SCUBADOO

206 posts

Master Geek
+1 received by user: 65

#3153472 29-Oct-2023 20:39

My experience is with Netspeed only. Previous comment re another ISP was third hand.

In the last six years or so I have called for assistance on three occasions, the last just a week ago. They have always answered in less than 60 seconds and have never requested remote connection.

From memory:

First - permanent IP address blocked by Bank and a few forums.

Second - some glitch disconnected internal antenna and switched somehow to 3G only.

Last - SIM card developed poor contact with main board.

All diagnosed and cured on my first phone call to obviously very skilled staff.

I do not believe scripts were involved at all.