Can you please share more details on the issue? Are those persistent routes in the active session or not?
Let me share few hints to properly define the context of the issue.
By reading your description I am under the impression that your client is mixing few concepts up - static route vs persistent static route. A static route configuration is manually set and will be erased after you reboot the machine. A persistent route instead, will keep the configuration in the registry even after the laptop rebooted. A persistent route is added, does not happen by a chance. To add it you have to add "–p" in the route command and to remove the same.
Thus, if your user wants to remove the route has to issue the following command:
route -p delete [xx].[xx].[xx].[xx]
Note that your end-user might be required to have elevated privilege to run the command, so Run as Admin option in Windows.
Consider also that "active" routes are just a rendering of the routing table as it exists at the time. They can include routes that were learned (via a routing protocol) and were made "persistent" routes, those that have been explicitly defined because you need them even after a reboot.
Showing a route within the persistent, is not an issue itself unless you are experiencing somethin unexpected. For instance:
- they are showed in the "active session" of the route print when they are not supposed to kick in.
- they are not active when they should. It could be the case after resume /wake up from sleep / hibernation. That is a common issue caused sonme time by the TCP autotunig when dealing with old equipment like laptops or home routers.
If you want to check that setting, run the following command from Command Prompt in Windows
netsh interface tcp show global
In case you want to give it a try and disable the autotunig, just issue the following command:
netsh interface tcp set global autotuninglevel=disabled
