I’m a home user considering the SOHO surf MK3 for security but have some questions.
About technical support:
A reviewer on Amazon notes that “you will receive warranty or technical support for the device unless it was purchased from a peplink authorized reseller.” Since I am considering buying on open box on from Amazon warehouse, does that mean I won’t have a 1 yr warranty or be able to open a support ticket?
About costs of ownership:
Does the router require an annual subscription to function? I am not interested in access through InCloud.
I am hoping to use the SOHO with the ancient Motorola SB6121 modem provided by my ISP and ask for the special build 7.1.1 firmware so it will actually connect. Anyone see any problems?
Thanks!
Hi,
Personally, I would advise you to purchase the device via an authorized Peplink partner, but that’s your call to make.
Since you’re planning to buy a second hand product (opened box) via Amazon, the standard 1 year warranty will have most likely already partially or fully run out.
This is not a major issue, since you can download firmware updates for free at all times via the Peplink website and get great support on this forum from other users and Peplink themselves.
However, if your device breaks down and you have no active warranty on it, then it becomes a problem.
If the device still has valid warranty, I would consider buying an 1 or 2 year Extended Warranty license.
If the device has no valid warranty anymore, the only way to re-active it is by purchasing an 1 or 3 year SmartCare license.
For all information regarding support, please visit: https://www.peplink.com/support/policies/.
Just to be clear, I’ve never seen Peplink leave anyone in the dark, they are VERY helpful.
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As a relative newbie to router-tech I think the first couple of days without reseller support would have been miserable. The reseller I used, at least, was fantastic, with support documents (above and beyond the user manual), email and phone support.
After a month I’m pretty confident, but there is a learning curve - the security I wanted makes the Surf SOHO a little more involved than a plug-and-play consumer router.
JVDG and Jaywalker
Thanks for the link and advice! That helps to clarify the choices.
Do you know whether you have to subscribe to InCloud ($30/yr) to keep the modem operational? A 12 mo. subscription is included in the purchase but I wouldn’t renew. I don’t want to go beyond my usual budget to buy a router that will only work for one year.
No. InControl is optional. We manage quite a number of Peplink devices and don’t use InControl with a single installation. The proponents like it very much but your device will work excellently without it.
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Personally, I use In-Control by exception. For the first couple of weeks I left it on just in case, but since then I’ve turned it off unless I’m doing something I think is risky; then I turn it on in order to help recover or help others help me troubleshoot. In general, though, I leave it off.
Saving a good configuration is your friend; I saved them daily or more often as I was learning and altering things. More than once I did a complete reboot back to factory defaults, then loaded my saved configuration file to bring it back fast to my last good set-up. With that available I didn’t think I needed much In-Control.
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Rick - Great! That was my remaining reservation. I will be ordering one soon.
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SmartCare is not available for the Surf SOHO
Extended Warranty is available but the device must still be under warranty.
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I did not know this, thanks!
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The following is from what what is visible and available for us to purchase.
Peplink, please correct us if anything is incorrect
Products marked with a * are relatively new and might of just not had SmartCare added to the store yet.
SmartCare is NOT available for the following products and product groups;
Balance 20
Balance ONE
Balance ONE Core
All Wifi APs and Industrial Bridges
MAX HotSpot
MAX BR1 M2M *
SpeedFusion Engine *
MAX 700
SD Switch *
Smart Reader with Color LCD Display
SmartCare IS available for these Products
SURF SOHO
SURF OTG
Balance 30 LTE
Balance 210 and up
MAX BR1 MK2
MAX BR1 ENT
MAX BR1 PRO
MAX BR1 SLIM
MAX BR1 (Original Model)
MAX On-The-Go
Transit DUO
MAX HD2
MAX HD4
Software-Defined Power Management Unit
EPX
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