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Is FlashRouters legit?
FlashRouters (flashrouters.com) has a 3.9 out of 5 rating on OK.one, based on 100 user reviews collected here. It is listed under Electronics & Technology and its reputation is mixed. Opinions are polarized: 72% rate it 4 stars or higher while 27% give 1 star; The business has replied to 61% of negative reviews; 32 of them were added in the last 12 months. Last updated 2026-08-11.
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!
Tech support extremely slow and there is no LIVE CHAT period.t
I've have now spent 5 days trying to set up their router. They claim to have live chat support. Trust me they don't! I have an email with a subsciption number stating I recieved a 90 day silver support subscription with my purchase. However my profile on flashrouters.com site, says no orders or subsciptions. I downloaded the transcipts of the 10 live chats I tried in a single day. Only for the simple chatbot to tell me each time to create a ticket and they'll reply by email. This can take up to 48 hours according to their own website. They only provide tech support during business hours; East coast time. I have one ticket pending and 2 open. Two that were never replied to. One of which was closed before I could correct an error I noticed after I hit send. Obviously someone or AI are reviewing them quickly. I have all of this documented and saved as .PDF documents, time and date stamped. I've given them a week to assist me. If not corrected by the end of business on monday, I'll be shipping this router back for a refund. Then purchasing somewhere that actually provides Live support and hopefully doesn't charge for it. Update September 2nd 2024. All chats attempted were during your specific hours of availability.
Reply from FlashRouters2024-08-28
Hi Shane,
Sorry to hear about your experience but we do have specific hours M-F 9:30-5:30 EST for live chat. Outside of that period we do have a chat bot that can offer so solutions or create a ticket to reply to your specific situation.
I have been using Flashrouters for about ten years and have been very satisfied. The regular Flashrouters without VPN require no maintenance, so they just work fine. The ones with VPN 'hardwired' tend to have issues once in a while (maybe once a year or every two years); typically, these issues have nothing to do with my router per se but with the VPN service that require updates to the settings in the router (e.g., changing login information). The available documentation on the Flashrouter website is great and if I still got stuck, I always could rely on the Flashrouters help desk to get me out of trouble.
I purchased a Flashrouters VPN Router a number of years ago and it's been reliable. I needed to change which server I was connected to and encountered an issue that I was unable to solve myself. I signed up for the Silver Support and opened a chat. The technician, Tom M established a remote connection and went about identifying and correcting the issue. He then provided me with some additional information if I needed to change to another server. Service was just EXCELLENT. Thanks very much
UPDATE-08 Jul 2024: My router lost its WIFI connection and using Tom M's instructions tried to reload the OVPN file. I opened another ticket (this time no immediate chat - response now email). Wonder why they would do that. So far no response. In reading the reviews, this seems to be their modus operandi - a new router disappointing. I even called to speak to sales as I'm considering buying a new router. Left a voicemail message as there was no sales person answering the phone. Now I'm wondering!
UPDATED 08 JUL 2024 - I managed to get in touch with Flashrouters through their support page and again established a Teamviewer connection. The technician that helped me downloaded one of NordVPN's recommended OVPN files and this worked correctly! He also attempted to load one of my downloaded files that also did not work. The issue in the end was a a number of the files I had downloaded were bad.
My faith is restored in Flashrouters although it has not been easy to make contact with them, otherwise, I would have rated 5 STARS
I have purchased a FlashRouters Privacy Hero router about a year ago. I am a software engineer. This is an online router, meaning that they update the software regularly. My router regularly goes offline on its own and I constantly have to reboot it. I feel that they seem to push updates to quickly without enough testing. I send a support ticket and a couple days later they push a fix. Not impressed.
Flashrouters is a business that backs up its excellent flashrouter products with very capable, patient, and dedicated support. We had some problems with the first device we purchased from them. They made every effort to make that work, but when it didn’t perform adequately, they had us return it and exchange it for an Asus Merlin router. Integrating a VPN with all your devices can be complex. When we had problems with that, they helped me work through them until it was working perfectly. I am thankful for their willingness to spend all the time needed to make sure we have safe, secure wifi in our home.
And once again I have to state that your company is a chaotic company with poor service. I returned your oh-so-great router, which didn't work, months ago and you have already refunded me the purchase price. What are you doing now? Why are you charging me any service fees now?
I live in France and ordered a router, paid postage but unfortunately the router did not work after4 hours online with a technician. It cost me 50.00 Euros to return the router and now I have received an invoice from Fed-Ex of 53.00 Euros for import charges making a total of about 140.00 Euros for absolutely nothing but to be told that everything is noted in the FAQ'S.
Don't buy unless you live in America. If i could give no stars I would !!!!!
Brilliant experience overall. The service was "Flash My Router: Asus VPN Fusion Plan". The tech bloke, Tom, just did the job (over Teamviewer), asking pertinent questions, quickly going through the setup within the router and at the end of the process he was gracious and informative in answering MY concerns and questions. I am very happy with the outcome thus far - it was completed in 28 minutes - and my head is reeling from the speed and thoroughness. I wish I could actually have spoken with the advisors/technicians, but I also see how that could really slow the process down. I should mention that I live in the UK and I'm a dual national (US/UK), from California. I couldn't find a similar service over here and FlashRouters had lots of very positive reviews. I'm pleased to add one more. Thank you guys!
Terrible. Unresponsive to tickets, they do not even offer support outside of normal business hours - if your router is offline, you'll need to wait until they're back in the office before you will be able to get back online. I wanted to provide a review of a router I bought from them, but they seem to have turned off reviews. The Privacy Hero router is a disaster, constantly crashes requiring a manual restart by unplugging it and plugging it back in - this resets all of the settings for network devices and turns off their internet access. They charge a restocking fee, even though the product is defective.
I used my own router but purchased the service plan. They did help me setup my router successfully and it did improve my VPN speed greatly. However, the router after the flash seemed buggy and the Wifi kept cutting in and out. This was really frustrating while watching shows on Apple TV. I decided to remove the flash and return the router to it's original firmware. They informed me they only help with the Flash and don't provide support to return you router to standard firmware. That's why I must give them a one star.
I have 3 FlashRouters. Every time I have needed tech support, it has been top quality. I just bought a new one, and I needed help to get it up and running. By remote , Tom took care of my problem, and take care of all my concerns.
I fully recommend this company.
Flashrouters are great for me as I travel internationally a lot for work. Their flashed routers are top notch. On the rare occasion I need to contact support they always respond quickly, courteously and never fail to quickly get me up and running.
Don’t buy from this company. They sent me the router with the wrong location setup and I had to fix it. Paid $200 for a router that only costs $70 on Amazon with the purpose of not having to program it myself.
I am older and in my 60's, this site is for those who are not computer illiterate.
I am older and in my 60's. Not a great with computers so I thought using a service Like FlashRouters.com would be a good choice for me, I also needed the router quickly and selected 2-day shipping option for a few extra dollars. Sounded good, actually not so good. After 1 day I got an email instructing me to go into Nord account and set up my preferences. Problem was I bought my Nord subscription through flash router, so of course I had no access to it. On the 2nd day I did get a phone call, the day I was supposed to get my router. I was informed that I needed another email that would link me to my Nord account, then I would need to go back to the original email and set up my preferences and options, they sent the emails in the wrong order and no the 1st did not go into my trash file, it was never sent. So, after 2 days I was finally able to perform the tasks, they had required to get the router. During this period, I emailed and called. Never received a phone call back as the system promised I would. Finally, after my third email I received an email saying that the only way I could receive any assistance was through a virtual assistant, the worst nightmare of a computer illiterate person like me, that was a disaster! I then found that I could enter into a live chat. I asked what my next step was and was told just email us the information, dedicated IP address, preferences and server location, I was given the email address to send the information to. The person in the chat did help me, however, nowhere in their emails or information is this explained to you. Flash Routers is probably great for those who know what they are doing with computers and really don't need the assistance of a 3rd party but want things just to be easier. For a guy like me, they aren't the right option. I am leaving the country in a day or so and will likely not receive my router in time, so it will have been a waste of time and money, but I still hold some hope. It has been 5 days since I paid for the 2-day shipping. I can only hope and pray that after 8 days I might actually get a router I can use. I should have gone to Best Buy and purchased my $400.00 router there and paid a local service to help set up my Nord. If you are not a computer person, these are not the guys for you. They are not kind to or tolerate those who are not as computer savvy as they are. They likely should be in a business where they are not assisting people like me, it feels as though they look down upon you so to speak, because you actually need their help and services. They don't like computer dummies.
Well I gave a crap review and 2 stars earlier, but I need to update. I was in hell trying to get Nordvpn on this freaking Asus AX2700 Dual Band RT-AX68U router for a solid week trying everything possible. I finally figured out how to contact FlashRouters chat tec support. Dude took control of my computer and had me up and running in 5 minutes. It was a miracle. If you are having problems go to the website and find chat support and ask for a rep. It will save you hours if not days of utter frustration. You're welcome!!
This review is simply based on customer service as I never actually got to using the router. I purchased a router from FlashRouters based on the recommendation from NordVPN. I have an infant and am not tech-savvy, so I purchased a pre-configured router with support. The tech support they provide is online only which did not work for me given my limited availability. I couldn’t get anybody on the phone so I chose to return the unopened router. FlashRouter provides a 30-day return window but you will pay a significant amount to return. I ended up paying $130 to return a $300 router because they have you pay to ship back (has to arrive within the 30 day window), a $25 restocking fee, and for the VPN service that came along with the router (which I already had and didn’t need. they didn’t advertise this being something you purchased, they advertised it as a bonus). This is probably the most frustrating experiences I’ve ever had when purchasing a product. I would not recommend them simply for their poor customer service.
