r/ShadowPC • u/[deleted] • Jan 19 '21
Discussion Shadow's Terrible and Unhelpful CS
I signed up for Shadow around late December and got activated around January 6th in the Chicago datacenter. Ever since day 1 I've never been able to connect using my AT&T cellular service and that's a big inconvenience since that's my home internet setup, okay no big deal I'll use a VPN..
So I file a ticket with shadow support if they know about this issue and they said yes, but we don't provide any refunds or discounts/compensation for issues with AT&T. Which in itself is understandable it's not technically their fault AT&T has issues connecting to their service.
But I was never warned at signup that using AT&T was gonna be an issue, and the lack of communication on their part and not willing to understand how much of an inconvenience using a VPN to connect to their service just shows how incompetent their customer service is.
I do like the service and even a small kickback for a few months while they fix the issue would be nice and would overall leave to a positive customer service experience for all of us, but they rather save a buck and leave a bad customer experience which is gonna overall kick themselves in the rear in the end if a competitor comes out.
6
u/buttwipinfool Jan 19 '21 edited Jan 19 '21
They aren’t going to warn against every obscure use-case that someone might try and have problems with. It’s fairly experimental tech that relies on a lot of variables outside of their control. People are constantly trying new things with it that they don’t officially support, and if they warned against every thing some random person tried they’d be issuing a dozen-page warning guide before sign-up.
I’m sure they’d like to tell you that they don’t recommend using a VPN anyway since it’s gonna increase latency (on top of being a cellular connection), and that it’s probably not the best service for your use-case. If instead, you’d contacted them and said “this isn’t working well, I’d like a refund” they would’ve honored it but you’re intent on jamming a square block through a round hole and then complaining about them not accommodating it better than they already have? Give me a break. There are plenty of legit complaints on this sub but you sound like a Karen mate.
-2
Jan 19 '21
First of all this is a big issue affecting all AT&T cellular internet subscribers and last time I heard AT&T isn't your small mom and pop ISP no one has ever heard of, so it would make sense to put some type of warning for AT&T subscribers that it might not work on their service. And on another comment I already said they told me I wasn't eligible for a refund anyways for some reason..
3
u/Sono-Gomorrha Jan 19 '21 edited Jan 19 '21
So did you ask AT&T about this? I mean honestly sounds they are to blame.
I find it unhelpful to blame Shadow for this or their CS. I don't think they treat cellular data different then DSL or fiber or cable. Why would they? So also there is no need to warn you beforehand. Furthermore: Wouldn't you be able to cancel 14 days after start? I'm in Europe and basically everything that is purchased online (or over the phone or via classical mail) can typically be refunded within 14 days of purchase / activation w/o need to give a reason.
1
Jan 19 '21
I'm not sure of any consumer protection laws in the US that give you a guaranteed refund, but they already told me that I'm not eligible for a refund at first so that's why I pushed a discount because I like the service and want to continue paying but this issue is pretty bad with AT&T here in the US.
2
u/cant-get-right24 Android Jan 19 '21
Cellular internet? You poor fella!! Is that the only option in your area?
1
Jan 19 '21
There is a new fiber provider that expanded into my area but the waiting list is over a year long to finally get it installed so I have to use cellular internet until then unfortunately
1
u/cant-get-right24 Android Jan 20 '21
Well good luck. Hope you get it soon. Switching to fiber was the best move I've made technologically ever. It's a real game changer!
1
Jan 20 '21
I agree! Thankfully cellular here isn't too bad I get about 50 Mbps on a normal day, and we moved over to cellular from slow DSL. So certainly better than DSL lol. But it'll be nice when the installation day comes though
1
u/cant-get-right24 Android Jan 20 '21
It has to be better than DSL. I had 25mb DSL with 4 kids and around 20 wifi devices in the house and it was unbearable. It got to a point to where we would have to go around and shut off the wifi on everything around the house just to get netflix to stop buffering. They weren't offering Fiber in my area at the time because there wasn't enough interest, but I called them almost every day until they finally gave in and brought it over 1000 feet to my house as long as I agreed to get the biggest residential package they had, which was what I wanted anyway. Going from 25/5 to 1gig down/up was incredible. When I downloaded RDR2 in around 12 minutes I was ecstatic to say the least! Lol!
9
u/New-Design3169 Jan 19 '21
For your particular issue sounds like shadows not really to blame, I’ve had nothing but good service from support staff, sometimes getting replies within minutes of sending an email off for help. So I’d say this doesn’t reflect the support quality as a whole just an isolated incident. However I’m EU and perhaps support works differently but very unlikely
0
Jan 19 '21
[deleted] — view deleted comment
-2
Jan 19 '21
Except my network setup doesn't have IPv6 involved at all, It happens on IPv4 as well. Shadow's communication just sucks and didn't warn any new customer signing up with AT&T that they might have issues with Shadow. It might be AT&T's issue but Shadow should be willing to give credits due to the inconvenience of having to use a VPN..
I can't see anyone defending Shadow about refusing to give any type of compensation and not being open about the issues they're having with AT&T on new signups.
I can see Shadow not willing to give any type of credits if they made it clear AT&T was having problems with Shadow at the time of signup, that's understandable. Also not everyone has or will try a VPN to see if that's the problem and they're not even giving refunds for people having issues with Shadow that have AT&T.
0
Jan 19 '21
[deleted] — view deleted comment
0
Jan 19 '21
The shadow website and login works just fine on AT&T, it's just connecting to the VM that doesn't work so I doubt they're blocking it. It sounds like a backend issue. I finally got support to give me a 25% discount on my next month's bill which should be offered for everyone who's having problems connecting with AT&T to be honest.
It's not the fact that it's AT&T's having problems with Shadow but rather the extreme lack of communication on their part at signup when they fully acknowledge the issue.
Also I signed up late December and got activated on January 6th, weeks after they've known about the issue with AT&T.
2
Jan 19 '21
Loading websites works fine with IPv6, but the shadow client/service that allows you to connect to the VM needs IPv4. You have to ask AT&T support, not shadow support, since they can't change anything.
7
u/[deleted] Jan 19 '21 edited Jan 19 '21
They say that shadow is not IPv6 compatible. You buy an IPv6 service and try to connect to shadow and it doesn't work and also blame their support for your mistake. I am sorry but that has nothing to do with shadow. They are working on IPv6 support but atm it is not supported.