"Persistence with Peace of Mind"

I purchased the service plan when I bought my Asus router over one year ago for peace of mind. It turned out to be a good decision for me.

My internet was down last week and I managed to lose the ability to access my router settings. I contacted FlashRouters for help, but the first solution they proposed did not work. I didn't have a fix within a couple of days, so I accessed the helpful guides on FlashRouters and decided to reset my modem and was able to restore my VPN on this router myself. I replied to an email received from Alex H. after the reset to let him know my VPN was now working, but I had several questions about changes I noticed after the reset.

Alex H. continued to ask questions about my settings to be sure that my setup was correct and that all of my questions were answered to my satisfaction.

I am happy that he persisted to be absolutely sure everything was safe and secure even after I mentioned that everything was working fine as far as I could see. In my opinion, that indicates that FlashRouters really cares about the products they sell and the customers to whom they sell. That means Peace of Mind to me!

"Glorified router reseller (avoid and use pfSense instead)"

I have two experiences with Flashrouters

First one was back in 2020-2021, I bought a DD-WRT router flashed with their privacy app. It provided a simple setup and all the features you would want from a VPN router. It worked fantastically and I was very happy with it. Then in 2024 the privacy app stopped working and I found out it had been discontinued.

Now in 2024 with the privacy app gone. They had also stopped selling any DD-WRT routers. So I bought something else that they offered (ASUS-WRT). What I got was a standard router like it was bought from any other retailer. Their software finesse is entirely gone and is now a glorified router reseller.

What about the VPN? The instructions for setting up the VPN was just like setting up the VPN on ANY ROUTER, completely removing the need to buy from Flashrouters. It lacks many features you want from an VPN (features that Privacy app had even).

Sad to see it go from a nice company to moneygrab.
Use pfSense instead.

EDIT:
Glad to see you didn't abandon the app-like experience which made you popular to begin with. However I got tired of waiting and just made my own with pfSense.
I had to wait a week for the router to be delivered, only to find out that the wrong adapter was included. So I couldn't power it on and had to find a knock-off adapter (which I did get a refund for to be fair) but when I powered it on I found out that it was an bog standard router locked down in typical fashion (unlike the DD-WRT). Needless to say the experience left a bad taste from which I can't recommend anyone to get one.

If you want to improve then you should clarify what router require what setup. Going from all routers include our privacy to NONE (discontinued) include our privacy app, then to ONE include our privacy app. It's a mess to put it a best.

"Provide service options for products…"

Provide service options for products purchased.

I received a notification "FlashRouters DD-WRT Privacy App is being officially discontinued for sale as of Nov 2023." service is to be discontinued by 12/31/24.

I purchased a LinkSys Router with VPN Express service in the past.

I reached out to the Support Team to find out what my options would be. They were very nice and said there were options and for me to schedule a remote session.

I scheduled a remote session for 11/1, 12 noon and they never showed.

I am concerned because FlashRouters sold me a product and configured for me to use and then they discontinued the privacy app for me to use our router.
I am left with router that is not configured and unable for me to use effectively.

Update: Now after they didn't show. Flashrouter sends me an email that I need to part of a service plan. This very frustrating!!! Why didn't they mention to me days ago?

"Poor customer service issue finally resolved"

Initiated contact on Oct 17, 24

Poor customer service and unreliable products that don't last very long. requested a RMA to return Asus router, mailed it back on Oct 22, 24 FlashRouter

( FR ) recieved defective router on
Oct 23,24 still did not hear back from FR until I initiated a query on Oct 27, 24

On Oct 28,24 I ordered another router from FR paid by credit card when I asked FR why I did not get a credit refund back on the defective returned router

I was told by Alex H said they did not recieve the defective router back really, I have a UPS tracking number that says otherwise, the router was recieved on Oct 23, 24 signed by Danny at FR

Alex H, requested I give him the UPS tracking number.

On Oct 28, 24 Which I provided him the tracking #, still do not have a credit given back me by FR.

On Oct 28, 24 paid 339.99 to order a new Asus GT-AX6000 to speed up this process, since I felt FR would find the defective router I sent to them, they have not !

Oh but they (FR) has shipped my new router to me 339.99 out of my pocket and still no refund, as of Oct 29, 24

Two dead routers in 3 years had to buy a router (Netgear Nighthawk) from walmart for 180.00 to get my hi-speed network back up,

since my wife works from home on important Administrative school attendance she reports to the superintendent of a major county school system.

at least the Std Netgear routers I buy from Walmart work and rarely ever breakdown, infact I usually have to replace them because they are to old and can't keep up with new internet protocalls that keep changing.

Very frustrating don't think I will buy anymore products from them.

As of Oct 29, 24 I have not been given a refund.

Don't buy the excuse they did not recieve the defective router not my fault they lost it.

Oct 30, 24

After some wrangling with FR they found my router that was sent back under the extended warranty.

Was credited for The returned Asus router and they gave me a 25.00 off that I had trouble redeeming when buy the new Asus GTA-60000 replacement router.

So now I'll have the wife check our bank to verify amount refunded back to me.

but... They tested it and sent me e-mails with it, they said it works fine,
Humm it died on me several times, all lights went dark even after several power cycles and even pressing the reset button on the router the lights would all die in about 10-15 seconds and stay off.

Even Had a Comcast tech come to my house the next day he also tested the Asus router with identical results to what I observed, Humm repeatability!

The tech also verified that my internet speeds and signal strength were within specs. Infact they were on the high end of the electrical specs

I know beyond doubt that there is something wrong with my old Asus Router (TUFAX5400) that is why I returned it, believe it is heat related issue

I will only give an upgrade from Two to four stars be since FR was really giving me the business and run around with a bunch of BS reponses

Why only four stars? it is now Oct 31, 24 just now recieved my new replace Asus router, starting from Oct 17, 24

They were supposed to setup my new router with my VPN provider not sure they did. May have to give them a tech call if I get stuck, Asus routers are a bit complicated when setting up your VPN.

"Awesome service by Tom M."

I was assisted by Tom M. today and I'm super grateful for this. I've been having router vpn issues for the past 2 weeks. I've tried everything I could until Tom came to the rescue today. The service was excellent, communication was great, and I had confidence things were going to pan out and sure they did. My VPN is up and running on my router thanks to Tom! Awesome person, great service. Thank you again Tom M.!

"Issue with Privacy Hero VPN Router Completely Resolved"

Have a Privacy Hero VPN router and had an issue where apparently there is a yearly subscription (which was news to me) that expired. I updated the subscription, had to reconfigure my VPN settings on the router and then my system was showing it was unprotected. Started a chat with Tom M. and he was awesome. Tom helped me figure out that the issue appear to be impacting one of my Windows device but not the other or my Apple device. He was persistent is trying to get to the root cause of the issue and even when I insisted that I will be fine with one of the system not working, Tom did not give up and kept eliminating potential issue after issue until he was able to resolve my issue completely. I would have given up long ago, however, due to his diligence and persistence, Tom was able to completely resolve my issue to my satisfaction. He is an asset to the the organization and should be recognized as such.

"Privacy Hero VPN router"

I was really happy with my privacy hero router with Nord Vpn that I bought a bit more than a year ago...BUT...even though it is still working good technically speaking..now I'm having to pay a yearly subscription to keep the right to use Vpn...!? It was not what I paid for ..meaning a router delivered to you....they never said anything about subscriptions!!!! And obviously the customer is always screwed and have only 2 choice...cancell.and render the router useless for my main purpose (yeah they leave you with a simple stupid simple WiFi router) or...we'll pay they incredibly disgusting subscription (49$ a year)! Also..they will discontinue their phone app to control the router (whether you're a paying customer or not)...according to them there is no added value in it because you can do all the same in a browser ...what f#*@ bulshit. So to the new customer....what you're contractually buying now...they will probably modify it later on ....and you won't have ANYTHING to say about it. If you can and haven't been stupid enough to buy something from them yet...AVOID and look for a better company!

"I have used Flashrouters for many years…"

I have used Flashrouters for many years and they have never disappointed me. Service is timely, and they have always been very helpful. Recently, I was having issues with the Flashrouter Privacy App with settings not sticking after a reboot. I decided to get a newer router (GL-MT6000 was recommended) and I couldn't be happier. The OpenWrt interface is different, but it did not take long to setup as it is very intuitive. Tom @ Flashrouters helped by sending me information on setting up devices that needed to bypass the VPN connection. I highly recommend spending the extra money (really not much more) as the support is invaluable.

"A literal genius helped me "

I was without my VPN through my ASUS router for over a week. I chatted with Tom M. And he helped me for over an hour! Even remote viewing my computer to help me when I didn’t know what to look for. Even towards the end when it seemed he was also at a loss he had a last minute idea and it immediately fixed my issue. I was SO SO grateful for his help and for his patience and not just brushing me aside after the first idea didn’t fix anything. I am glad to continue business with this company.

"Setting up a VPN service to a router."

Setting up a VPN service to a router is not a completely trivial process, even though figurable for some advanced computer users or with spending a considerable amout of time by yourself. However, FlashRouter customer service made this process very quick and easy and in addition tought me how to do it myself in the future.
This is the pinnacle of customer service - just as it should be.
Thank you, FlashRouters!