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Forum Discussion
To use Access Control, please use the Orbi App
This is what I see when trying to access Access Control. I strongly suspect it's because accidentally activated the trial of Smart Parental Controls. Even though I've turned it "off" in the app, it's...
I have now factory reset my Orbi system. I am able to use Access Control on the web, however, in the app, I cannot use Device Manager. This is ridiculous.
I am at my wits end, and my only recourse is to file complaints with the FCC and BBB. ChristineT
Hello BenjaminNYC ,
Thank you for making me aware of this issue. I was able to locate your case number and will follow up with support on your behalf. Please allow me a little bit of time to investigate this and get back to you.
Kind Regards,
Christine
I really appreciate that, thank you ChristineT !
ChristineT, hello again. This issue is still not resolved. I still have SPC on my router, despite the fact that I have factory reset numerous times, and my free SPC trial ended three months ago. That means I have been receiving SPC completely for free for three months. That's all well and good, but I do not want SPC on my account/router. It causes limitations of the web GUI, as discussed earlier in this thread.
Literally no one at Netgear has been able to remove this feature from my router, and I really need it gone.
See below screenshot (no private info) from mynetgear.com, as you can see subscription is (long) expired, yet the service continues to be active on my account/router. Can it please, please me 100% removed?
I have a new case open: Case # 46451416
BenjaminNYC
Did they ever get this resolved for you? I am having the same problem. I bought a really expensive router two days ago and quickly figured out I don't like their implementation of parental controls. Now I can't use Access Control. I've spent two days and multiple chats, screenshots, and phone calls to convince them they need to do something on their end to fix this.
I finally got a case logged and was told it would take 24 to 48 hours; however, after seeing that you still can't use Access Control after the subscription is no longer active I am a bit concerned.
I
Hello BenjaminNYC ,
We are verifying if support has a way to disable the trial. If this is truly not possible, we will be asking our subscription team if there is anything that can be done on the backend. I truly appreciate your patience while I work through getting this resolved for you.
Warm Regards,
Christine
Thank you, again, ChristineT. I appreciate it. I think the larger issue is that (1) I am unable to use Device Manager (app) unless I reactivate SPC, and/or (2) I am unable to use Access Control (GUI) if I do reactivate SPC. This is an impossible situation for your customers. And of course, my inability to get anyone to help me without reaching out to you. I appreciate your help.
Hi, ChristineT. I received a bunch of messages overnight and a new case number, which was then "resolved". My subscription was cancelled, so thank you. However, the situation is now worse. While my subscription was cancelled, they left SPC active on my account! In fact, when I went to Device Manager to check that it was inactive, instead of asking me to re-set-up SPC, it automatically set itself up, and now, once again, I am locked out of Access Control. Again, turning it off in app Settings doesn't help. I appreciate them cancelling my subscription, but now they need to remove the feature from my router. This is getting a little silly, to be honest.
