Better business Bureau
False product To add additional comments, reply to this email. Firewalla (Firewalla) Dec 31, 2021, 15:56 PST Sorry about that, if you want a refund, we do have a return period of 30 days, and we can add 7 days to that if you are international and also count the dates from the time the unit arrived. Please let us know your order number. maryannps Dec 31, 2021, 15:17 PST This is what I am trying to explain to you, my sister worked with Xfinity and there is no way to disable IPv6 on my router. Since all my devices are Apple and use IPv6, my sister and Xfinity told me that Firewalla will not work unless I replace my router with a device that will allow me to disable IPv6, and to be clear my sister was able to get the device working in DHCP mode with her android phone and laptop. So at this point unless I can return the device I literally have no use for the device I have no funds to purchase a new router or expertise to configure a router if that was possible. Sent from Yahoo Mail for iPhone On Friday, December 31, 2021, 1:34 AM, Firewalla Team (Support) wrote: Firewalla Team (Firewalla) Dec 30, 2021, 22:34 PST Hi, You will need to run the Firewalla box in DHCP mode with your router. Regarding IPv6, yes, IPv6 should be turned off on your router. If it doesn't support turning off IPv6 on it, another option is to reach out to your ISP and see if they can disable IPv6 for you. Regards, maryannps Dec 30, 2021, 21:02 PST It is an Xfinity, XB7-T. Sent from Yahoo Mail for iPhone On Thursday, December 30, 2021, 8:23 PM, Firewalla Team (Support) wrote: Firewalla Team (Firewalla) Dec 30, 2021, 17:23 PST Hi MaryAnn, I feel sorry to hear that. I saw you raised a ticket that youtube blocking doesn't work on 13th Oct. Our engineer was helping on that ticket but didn't get a response back. Firewalla in Simple mode can monitor IPv6 traffic. What's the model of your router? I can double-check it. Regards, maryannps Dec 30, 2021, 13:06 PST My order ID is FIREWALLA-31736. As I stated in my prior email I ordered the device in Sept and contacted support multiple times but was unsuccessful. It wasn’t until my sister came to assist me that we realized that due to my router and the fact that I have an iPad, iPhone, and MAC that this device will not work. Again I need support to understand that had I known this when I first contacted support I would have returned it at that point. Please reference my previous emails. Thank you, MARYANN Firewalla (Firewalla) Dec 29, 2021, 12:57 PST Please let us know your order ID, we do have a 30 day return period, and usually, we can extend that to 45 days if you are outside of the USA, or shipping was slow to you. maryannps Dec 29, 2021, 12:33 PST I am really frustrated and disappointed and hoping you can help. I purchased the Firewalla Blue Plus in September with high hopes of helping me , a single mom with an autistic son, manage content and screen time. Unfortunately I was unable to get it setup and the “simple” promise was not so simple. After waiting for my more technical sister to come in from out of state this Christmas she is telling me the issue is that because I am a household of Apple devices and I have an Xfinity router that neither the device or the router can disable something called IPV6 I will be unable to use the device without buying a new router. As I stated I am a single mom and this is NOT something I can afford nor do I have the skill to setup and support without help which I don’t have readily available. I feel like there should have been more information available to the buyer to understand the limitations of the technology. I am hoping that there is a way for the return period to be waved because as of now this is a device that will simply sit in a box as it is utterly useless to me and I REALLY could use the 199 I spent back. Thank you, Maryannps
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