Cisco is facing a backlash over its decision to update the embedded software on some its home Wi-Fi routers so that they're managed via a new "cloud" service it offers over the net.
Some customers are concerned that Cisco is invading their privacy by requesting personal data via the service, while others felt that the fine print barred them from surfing the net for "obscene, pornographic, or offensive purposes." Cisco has moved to quell at least some of these fears, but it didn't stop the complaints from reverberating over the net over the holiday week.
In some ways, this is a tempest in a teacup. But on another level, it works as a metaphor for the company's attempts to stay relevant in the age of cloud computing. The company is facing increasing pressure from companies that are seeking to redefine networking in the proverbial cloud with technologies such as OpenFlow and virtual networking, which seek to reduce the importance of brand-name hardware.
As reported by our sister site, Ars Technica, Cisco recently updated the firmware on two of its home routers that help users connect machines to the internet -- the EA4500 and the EA2700 -- and this tied the routers into a service it calls "Cisco Connect Cloud."
If users tried to administer their routers via a web browser, they were pushed onto a signup page for Connect Cloud, which is essentially a remote service that helps administer the hardware. The pitch is that this lets you manage your router even when you're not at home, but some users have complained about the switch because the terms of service seemed to put onerous restrictions on customers.
Some were concerned about the company accessing their personal information, while others objected to language to that seemed to bar them from surfing the net for porn or from infringing on "another's rights, including but not limited to any intellectual property rights."
"We reserve the right to take such action as we deem necessary or are otherwise required to take by a third party or court of competent jurisdiction," read the terms.
Terms for such services often appear more onerous than they actually are, but they're in place for a reason. Sony has brought legal action against hackers that have tinkered with its PlayStation 3 devices.
Cisco published a blog post that sought to quell customers' fears. "When a customer signs up for a Cisco Connect Cloud account, personal information is used only to establish an account in order to provide customer support. Consistent with Cisco’s practices, Cisco Connect Cloud does not actively track, collect or store personal info or usage data for any other purposes, nor is it transmitted to third parties," the company said.
It also said that customers could call one of its support lines to switch their routers back to older firmware. The company also provided online instructions for making this change.
Cisco did not immediately respond to a request for comment.
