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iamanahata

Nothing but issues, email support says I need to open up Forum note.

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Bad Unit or POS, how can I return and get my money back, sad Amazon only has a 30 day policy, I was gone for over 1/2 of the time and no responses from NetDuma's support pushed me past the 30 days.

 

I replaced with my ASUS and no lag on any of the hardware plugged in.  (did replace the cable with same issue).

 

Please return my money, so unhappy with a product that looked so amazing.

 

Email chain below.

 

Re: Offline message from Scot Reed on Mon, 17 Jul, 2017 
Inbox
 
NETDUMA [email protected] via freshdesk.com 
Jul 17
 
to me 
Hi Scot,
 
What is your issue? If you let us know what isn't working for you we will help you to resolve the issue.
 
Kind regards,
 
Fraser
 
Fraser Casey | Product Support Manager | Netduma Ltd
 
www.netduma.com  | Winner of the Nectar Innovation of 2015 
 
Netduma is the trading name of Netduma Limited a private limited company registered in England and Wales under number 07497799 with registered address at 20-22 Wenlock Road, London, N1 7GU
The information contained in this email (and any attachment) is confidential, privileged and protected from disclosure. It is intended for the sole use of the addressee(s). If you or your organisation are not a named addressee of this message, please notify us immediately and await instructions concerning the destruction of all records of it or copies taken of it. You are hereby notified that any unauthorised use, disclosure, storage, printing or copying is strictly prohibited.
Disclaimer: This email and any attachment to it may contain software viruses. No liability is accepted for any damage which you may sustain as a result of software viruses. You should carry out your own virus checks before opening this email or any attachment
On Mon, 17 Jul at 3:31 PM , Scot Reed <[email protected]> wrote:
Created via Chat. Offline message from Scot Reed.
Scot Reed
I just send an email before I found the chat box. Why is your product designed backwards, you should fix it so everything works first, then people can tweak it.
 
1306:378478
 
Scot Reed <[email protected]>
Jul 19
 
to NETDUMA 
First issue, is when hooking up my XBox One S, the performance is horrible, it goes from 0% packet loss to 3-5%, and my 85 mb download / 4 mb upload, goes to  3-10 download / 1-2 upload. When connecting to XBox parties, the connection goes in and out choppy and disconnecting.
2 systems connected - one XBOX plugged in, one wireless Chrome book to configure.
 
Second issue, the connection gets worse the more systems hooked up.
I have 3 Xbox One's in the house, 2 Xbox 360's, 5 phones, 3 laptops, 1 pc, 1 Chromebook
The connections speeds went down to 0 to 3 mb's download on my XBOX one. I purchased this to game, so far your product while aimed at gaming seems to only be QOS'ing my network evenly between all devices.  I even put the 1 XBOX at 95% and had same packet loss and performance issues as stated in First issue.
 
Let us start there.  I am going on vacation for a week and a half, so if I cannot reply quickly do not take that as compliance.
 
 
Netduma Limited <[email protected]>
Jul 21
 
to me 
Hi Scott,
 
First of all, please try out these settings: 
 
- 1000km Distance
- 0 Ping Assist
- Strict Mode On (Off if playing Destiny)
- Reactive Algorithm.
- 70% anti-flood
- Put your device in Hyper Traffic (in Congestion Control)
- Share excess enabled
- Reset device prioritisation & apply
- Enable UPnP and remove any Port Forwarding rules
- Disable deep packet in misc
- Disable IPv6 in misc, LAN and WAN
- Ensure the ethernet cables you're using connecting the R1 to hub & R1 to PC are Cat5e+/can handle your speeds.
- Do an Internet Diagnosis test
 
You could also try replacing your Ethernet cable to the Xbox as it sounds like it could potentially be faulty. Let us know how these settings go for you.
 
Kind regards,
 
Jack Archer, Netduma Ltd.
 
 
Scot Reed
NetDuma Support Let me know how I can get my money back and return this route...
8:45 AM (23 minutes ago)
 
Netduma
8:56 AM (13 minutes ago)
 
to me 
Hi,
 
If configured correctly the Netduma will definitely minimise LAG and optimise your internet connection. We have thousands of happy customers across over 80 countries who can attest to this.
 
If you post a description of your issue, settings and relevant screenshots at our friendly user forum our tech support engineers will be able to resolve your issue or diagnose a fault.
 
As per our terms of purchase all our tech support engineers work through this platform and it is monitored and updated regularly.
 
Our returns policy is stated here: www.netduma.com/terms
 
Please state your order details in any correspondence.
 
Kind Regards,
 
 
 
Adam Qureshi | Operations Manager | Netduma Ltd

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Hi Scott, welcome to the forum!

 

Looking at the transcript posted here and through the emails we did respond but you then didn't respond to the advice given by Jack for just over a month. Did you try the suggestions that Jack gave you? If you don't let us know either way if it worked or not then we can't help you & provide more suggestions.

 

What was your physical setup at the time? E.g. modem > Netduma?  Modem > router > Netduma?

 

How are you measuring the packet loss on your consoles?

 

Console speed tests are inaccurate & usually report lower than they actually are. I would make sure you have the router configured for your speeds though:

  • Speeds input into bandwidth settings (don't let it auto setup for you)
  • Reactive Algorithm
  • 100% anti-flood
  • Share excess enabled
  • Reset device prioritisation & apply
  • Disable IPv6 in WAN, LAN & misc
  • Disable deep packet processing 
  • Ensure the ethernet cables you're using connecting the R1 to hub & R1 to PC are Cat5e+/can handle your speeds.
  • Do a wired speed test from a PC 

ALL devices in your home have to be connected behind the Netduma in order for the congestion control feature to work correctly. If this wasn't done before and you weren't setup for your speeds this could explain your issues.

 

Depending on your physical setup you may need to configure an upstream router to ensure devices don't automatically connect to it and for an open NAT.

 

Leave your consoles out of hyper traffic for the moment and see how you get on with what I have mentioned.

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