Nova internet - "We don't allow customers access to their own router dashboard"

Forums › New Zealand Broadband › Nova internet - "We don't allow customers access to their own router dashboard"

thisBrian

3 posts

Wannabe Geek

#259740 18-Oct-2019 15:21

Apologies, lurked a few years ago, but first post here.

TLDR: You can't use your own router or their router's dashboard portal if you add their telephone (VOIP) offering.

To put into context, the router I had was working well (and I had portal access) for over 6 months with them, only until recently when I added their VOIP offering did their technicians decide to lock the router portal.

Something as simple as changing the wifi name or password or enabling guest-wifi when you have guests over is apparently something that is beyond Nova.

I believe they are relatively new to the broadband internet space, so I thought I'd let you guys know.

In saying that, I appreciated their call handlers being quite patient as I clarified several things. (they don't allow customers to speak directly with their technicians - so it was a process of relaying between them back-and-forth)

PS: Yes I tried resetting the router - seems they flashed the firmware from away the default admin-admin login.

And no, you can't use your own router until you cancel their VOIP addon.

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4227 posts

Uber Geek

#2340307 18-Oct-2019 16:08

Do you need more reasons to find another provider? I'd not think twice and terminate the contract asap.

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chevrolux

4962 posts

Uber Geek
Inactive user

#2340312 18-Oct-2019 16:15

So quit moaning and don't use their VoIP solution? Seems rather simple.

No sympathy for people who clearly just pick their ISP by price and don't do a single scrap of research of what their offering actually is. There is already threads on here about Nova's router access policy, and the way Geekzone ranks in google you would find them very quickly with some simple searches.

In my view, this is a good move from Nova. It means they can offer a decent Voice solution without worry about customers mucking it up. I really, not accessing the router is only going to worry probably 1% of their customers.

thisBrian

3 posts

Wannabe Geek

#2340314 18-Oct-2019 16:18

Right you are and already working on that (terminating the VOIP for now).

It's a hidden gotcha that they haven't stated anywhere, here are other people with similar issues in this link.

The funny thing is their Nova-branded user guide even says how to login to the router dashboard - but apparently that's against company policy.

The local Nova guy here @noroad seems like a good chap, but their broadband division is seriously lacking and contradictory even in their own terms.

Hope this helps anyone else reading in the future that might have considered Nova.

chevrolux:

So quit moaning and don't use their VoIP solution? Seems rather simple.

No sympathy for people who clearly just pick their ISP by price and don't do a single scrap of research of what their offering actually is. There is already threads on here about Nova's router access policy, and the way Geekzone ranks in google you would find them very quickly with some simple searches.

In my view, this is a good move from Nova. It means they can offer a decent Voice solution without worry about customers mucking it up. I really, not accessing the router is only going to worry probably 1% of their customers.

Edit: @chevrolux - I signed up with them before those threads had issues btw.

Nova is new in the broadband space and the router policy is inconsistent as I had prior access whereby others claim even without the VoIP addon they were still locked out.
Of course I read their terms and conditions and the contract before signing up; even calling their reps to clarify.

The only way I clarified what caused the issue is because I had to call a few times marking other factors out. Saving someone else the trouble.

If you were to call them now and ask - you'd only get railroaded with "against company policy" without any insight or clarification beyond turning your router on/off.

SirHumphreyAppleby

2844 posts

Uber Geek

#2340320 18-Oct-2019 16:36

chevrolux:

No sympathy for people who clearly just pick their ISP by price and don't do a single scrap of research of what their offering actually is.

That's a bit harsh.

I've been saying for a very long time now that these services needed to have minimum standards defined. In the past I have been highly critical of 'ISPs' using the term when providing crippled services that only allowed people to use the connections in a way that met their ideology. Nova only claims to provide Broadband. I wouldn't expect it to be a full-service ISP with all the bells and whistles (or warts), but people should be fully aware if they are getting Internet access or a managed service.

noroad

949 posts

Ultimate Geek

Trusted

#2340322 18-Oct-2019 16:49

thisBrian:

The local Nova guy here @noroad seems like a good chap, but their broadband division is seriously lacking and contradictory even in their own terms.

I don't work For Nova, but I was/am intimately involved in the building and running of their network for them. I plead total innocence when it comes to their chosen CPE policies, and I can't say anything about said policies.....

hio77

12999 posts

Uber Geek

ID Verified

Trusted

Lizard Networks

#2340325 18-Oct-2019 16:58

noroad:

I don't work For Nova, but I was/am intimately involved in the building and running of their network for them. I plead total innocence when it comes to their chosen CPE policies, and I can't say anything about said policies.....

Networks dont pick what happens in modems? say it aint so! ;)

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

boosacnoodle

963 posts

Ultimate Geek

#2340337 18-Oct-2019 18:56

chevrolux:

So quit moaning and don't use their VoIP solution? Seems rather simple.

No sympathy for people who clearly just pick their ISP by price and don't do a single scrap of research of what their offering actually is. There is already threads on here about Nova's router access policy, and the way Geekzone ranks in google you would find them very quickly with some simple searches.

In my view, this is a good move from Nova. It means they can offer a decent Voice solution without worry about customers mucking it up. I really, not accessing the router is only going to worry probably 1% of their customers.

I don't personally think this is really a fair statement. It sounds like you can't even change your Wi-Fi password. How could you be expected to know this in advance when it's not even published anywhere on their official site?

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richms

28172 posts

Uber Geek

Trusted

Lifetime subscriber

#2340339 18-Oct-2019 19:05

If they wont let you into the router at all, then I hope they enjoy phonecalls to change the wifi password when kids have shared it with their friends etc.

Richard rich.ms

quickymart

13933 posts

Uber Geek

ID Verified

#2340412 18-Oct-2019 23:42

Nova? Wouldn't even look at them. Power companies (from my experience) don't tend to do internet very well. Trustpower comes to mind, also.

chevrolux

4962 posts

Uber Geek
Inactive user

#2340633 19-Oct-2019 15:52

boosacnoodle:
chevrolux:

So quit moaning and don't use their VoIP solution? Seems rather simple.

No sympathy for people who clearly just pick their ISP by price and don't do a single scrap of research of what their offering actually is. There is already threads on here about Nova's router access policy, and the way Geekzone ranks in google you would find them very quickly with some simple searches.

In my view, this is a good move from Nova. It means they can offer a decent Voice solution without worry about customers mucking it up. I really, not accessing the router is only going to worry probably 1% of their customers.

I don't personally think this is really a fair statement. It sounds like you can't even change your Wi-Fi password. How could you be expected to know this in advance when it's not even published anywhere on their official site?

You could ring and ask...

As I see it, the ONLY reason to sign up to Nova is to get a free TV. That's a terrible reason.

2degrees Fibre MAX is cheaper with an on account mobile. Or Bigpipe is the same price - and you get the Spark network for that.

noroad

949 posts

Ultimate Geek

Trusted

#2340644 19-Oct-2019 16:07

and you get the Spark network for that.

That being some sort of advantage is very much your own personal opinion.

hio77

12999 posts

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Lizard Networks

#2340649 19-Oct-2019 16:32

noroad:

and you get the Spark network for that.

That being some sort of advantage is very much your own personal opinion.

oh come now! it's not that bad!

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

noroad

949 posts

Ultimate Geek

Trusted

#2340670 19-Oct-2019 17:15

oh come now! it's not that bad!

No, the suggestion was that Being on Spark Network is somehow a major advantage over Nova's network, and in MY (very educated on the subject) opinion this is certainly not the case.

loceff13

1065 posts

Uber Geek

#2340671 19-Oct-2019 17:24

richms:

If they wont let you into the router at all, then I hope they enjoy phonecalls to change the wifi password when kids have shared it with their friends etc.

All their plans are unlimited offerings

thisBrian

3 posts

Wannabe Geek

#2340730 19-Oct-2019 18:06

Apologies for the bump.

@noroad, apologies for misinterpreting, your past Nova-related posts were helpful and I wanted to commend you on that.

chevrolux:

You could ring and ask...

As I see it, the ONLY reason to sign up to Nova is to get a free TV. That's a terrible reason.

2degrees Fibre MAX is cheaper with an on account mobile. Or Bigpipe is the same price - and you get the Spark network for that.

@chevrolux I appreciate your input and assumptions but as stated several times, I had called and asked, both prior to signup and with each change.
Although it might feel good to just label it as me being a dull cheapskate there were other considerations made beyond just a TV (which wasn't applicable during my signup anyway). My so called "moaning" as you quaintly put it is more of an FYI for others that might be in similar situations. I have also been with those providers you listed over the years. I won't go further since it seems your mind is set that I didn't do due diligence while skimming over sections where I mentioned that I did. There's nothing wrong with exploring new entrants and telling others about any hidden "gotchas".

Without sounding like a shill - the network performance and reliability itself is quite competitive; their policies however are contradictory with their own documentation as well as not being standard with my past "safe choice" providers.

G'day.

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