Anyone from support out there?


#1

I’ve raised two support tickets (for the same fault) and also emailed the support email address separately and had no responses…

Also I have a outstanding query on an existing ticket and have had no further contact.

Can someone from Peplink please contact me?


#2

Hi Ian,

I found that you mail server reject the email from us. The following are return email.

This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of its

recipients. This is a permanent error. The following address(es) failed:

ian@<removed>

SMTP error from remote mail server after end of data:

host mxs1.xilo.net [193.227.247.46]: 550 You are listed on jef-hostkarma.spamrl.com. Please organise removal and retry.

Thanks,

Lai


#3

Response of ticket 725505 - Monthly Usage

Hello Ian,

I do apologize for the delay in response due to the holiday weekend.

I have given this information over to our Advanced Team for review and

in order to troubleshoot further, we would want a diagnostic report from

the Balance while the issue is occurring but before rebooting for

review.

Here is a link to instructions on capturing the report-

Also to expedite matters, we would like to gain access to the Balance

(if it has been closed from the previous issue) to attempt to verify

this information ourselves and for the Engineering Team as well.

To open the Balance, Please perform the following steps:

-. Keep the unit Power On all the time during the troubleshooting

process.

-. Connect a stable, Wired Ethernet WAN link to the device for accessing

Internet

-. Enable the Remote Assistance Service at:

http://<Your device’s IP>/cgi-bin/MANGA/support.cgi

-. If you have placed a firewall in front of the device, please set it

to allow the device to connect to the host ra.peplink.com.

If there is any reboot occur in between, please make sure to switch on

the remote assistance service again, as the service will be switched off

automatically after a reboot.

To make sure we are able to connect to your device for investigation, we

would like to request for authorization to access your device via WAN

admin access and do any necessary change for the investigation.

Please confirm and provide us the WAN IP and WAN credentials of your

device, as well as choose “LAN/WAN” under the Web Admin Access at System

> Admin Security.

Please keep us posted and let us know when you are ready for

troubleshooting.

Regards,

Jason

The Peplink Team

Response of Ticket 725347

Hi Ian,

Please see the following link on how to set up a static route in your

Vigor 120s in order to reach your internal LAN:

http://www.support.draytek.co.uk/kb_vigor_staticroute.html

The Peplink should not require anything more than an outbound policy

specifying which WAN link to use.

Let me know if I can be of further assistance.

Best regards,

Ron

The Peplink Team


#4

Hi Lai,

With regard to the email rejections I have checked with my ISP and they are saying that the issue it at ‘your end’, i.e. your server is blacklisted because it’s a known spam source.

Regards,

Ian