Most helpful critical review
3 of 3 people found the following review helpful
Really good and great customer service.
on December 3, 2014
Received the UPVEL router/modem today. I started setting it up and it connected to my DSL provider right away, but couldn't get it to connect to the Internet. I called customer support an talked to Mark who was very helpful, but still wouldn't connect to the Internet. He told me to call my local DSL provider and get some numbers. I called them and they told me to bring it in and they would set it up. I did that and they set it up for me. I still had a problem with my computer connecting, but everything else connected fine. Turns out, I just had to reboot my computer and then it connected. Around 6:30 this evening, Mark from customer service called me back to make sure I had it running and said there's a problem with some computers running windows 7. To me, this is really great customer service that you don't normally find. Also, this modem/router has the best signal strength and seems to be faster than any others have tried. For those reasons I give it 5 stars and highly recommend it.
Update: After using for a day, we started watching a streaming movie. It started dropping connection about an hour into the movie. I had to turn it off and reset it and it went for about 15 minutes and dropped connection. It kept dropping out and I had to keep resetting it. It seemed to be quite hot on the bottom of the unit. The next day, I called customer service and they said they would send me a new unit. I got it in a couple days. I hooked it up today and so far, it seems to be working fine. I will try it to stream another movie in the next couple days and will see if it holds. Their customer service is really good, but will see if it keeps working. I will update again later. I dropped my rating down to 4 stars because of the problems.
Yet another update: the second unit that UPVEL sent to me also started dropping connection with the Internet after a day of use. I didn't want the hassle of going through UPVEL customer service again, so I'm returning it to Amazon for a refund. I will try some other make unit and hope for better luck. I have dropped my rating down to 2 stars. The customer service is very good, but can't fix a bad product. I really believe UPVEL has a serious overheating problem with these units. After heavy video streaming, the unit gets quite hot and starts dropping out. Hopefully they will fix this problem as the unit performs really good when it's working and has good range.