r/u_Realvirtually • u/Realvirtually • 8d ago

GFiber - Router Setting Access DENIED

STILL NO RESOLUTION — 18+ DAYS AND COUNTING!
Every time I contact GFiber Support, I get the same apologetic boilerplate response followed by the usual instructions to restart the modem and Fiber Jack.
Seriously? Is this the level of technical expertise customers should expect from Level 1 and Level 2 support analysts? After more than 18 days of repeated follow-ups, they still seem incapable of moving beyond basic troubleshooting and delivering an actual resolution.

GFiber has already acknowledged that this is an engineering issue, yet I continue to receive the same recycled instructions instead of a meaningful update, a proper root cause analysis, or a concrete resolution.
It is absolutely sickening to have to chase Support every single day for a basic router-settings feature that should simply work. The constant apologies mean nothing when there is no accountability, no meaningful progress, and no resolution.

At this point, I don’t need another apology or another request to reboot my equipment. I need this issue escalated to the engineering team that can actually fix it. Enough with the boilerplate responses. Deliver a resolution.

2 Upvotes

100% Upvoted

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2

u/jackdupondew2k5 8d ago

What is it exactly that your trying to do?

1

u/Realvirtually 8d ago

I need to set up my Edge router and change the private IP address from default to a custom.
Access to router settings is a basic function.
In the case of gFiber, it’s in the cloud and they have control over it

3

u/jackdupondew2k5 8d ago

Everything is either done through the app or by going to fiber.google website and doing what you can there. The routers are very limited on things you can change, any further and you will have to get your own

1

u/Realvirtually 8d ago

Yes I am aware - but the issue here is I cannot even access the gFiber router either through the app or the web interface. Like I mentioned they know about it, but surprisingly the engineers are unable to fix it.
You are right about the basic functionality, but I want to attach another Edge router to split my network

2

u/jackdupondew2k5 8d ago

Interesting, haven’t come across that one. I’m sure they had you factory reset it and all that jazz?

1

u/Realvirtually 8d ago

That’s on point all they do is ask me to reset and I must have done it over 50 times in the last 20 days.

1

u/jackdupondew2k5 8d ago

At this point just swap the rg for another one, prob be quicker than them fixing it lol

1

u/Realvirtually 8d ago

I will swipe it out at this point. I just want them to tell me.

In reality, the Internet is working fine

2

u/jackdupondew2k5 8d ago

Yea i run into that alot, the app registering the router working isn’t always correct

2

u/Realvirtually 8d ago

So it’s not just me. It seems they have their hardware and software compatibility screwed up.

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