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Forum Discussion
Escalation Request: Complete Loss of Devices & Organization Following Premium to Pro Migration
I am posting here in the hope that the senior community/engineering team can help resolve an issue that front-line support has been unable to fix.
Following the forced migration from Insight Premium to Pro, my account experience has been a complete disaster. Beyond losing account credits, having my 3x WAX610 access points left unmanaged, and dealing with a barrage of automated system errors, an L2 support agent inadvertently deleted one of two organizations under my account (there should have only been one; I am a home user with three WAX610 APs).
As a result, all of my devices have completely vanished from the portal.
Over 30 hours ago, I was assured this issue was being escalated to L3 engineering to restore my organization and device bindings from a backend database backup. Since then, there has been zero progress and no update.
I have spent over 30 hours across the last 3 weeks trying to get support to undo the damage caused by this migration. I am currently left with no access to Insight Cloud and unusable network management.
Case Reference: 49797285
Hardware: 3x WAX610 Access Points
I would be extremely grateful if a Netgear community manager or backend engineer could review this case, audit the backend logs, and assist in restoring my organization and registered hardware. I am ready to provide MAC addresses and serial numbers via PM upon request.
1 Reply
Neither a NTGR employee here, just an community member with moderation privileges - very similar another hand full of active Netgear Community Moderators.
In trying ot understand what might have happen there (looks like an unlucky activity be NTGR Support. I doubt L2 has such elevated permissions allowing to remove an Organisation.
You already have an open support case, please stick to that support channel established.
Keep in mind, most L3 support activities are (very likely) limited to a five days work week, not a 24*7 schedule.
As a heavy user and as an Insight MSP admin, I had not spotted some details on my personally paid Insight Premium licensed account, migrated just a few days ago from Classic.
- On Classic, the user showed as "Insight Premium", With the migration it does indeed (falsely?) show up as "Pro Admin".
- New the Breadcrumbs in the upper line also shows "MSP Home".
It's indeed extremely confusing from the user prospective. Unless the naming and licensing will be updated (?) everywhere from "Insight Premium" to "(Insight) MSP Home", I would prefer the more common "Insight Premium" would be used instead of "Pro Admin" and "MSP Home".
Have also mentioned these oddities to an ongoing open support ticket FWIW.
A nice find by the way!
Regards,
-Kurt
PS. Images uploaded to the community seem since a few days again not showing up 8-///// JulienR
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