The warranty/support expired in Dec 2023. Can I pay to renew the support plan to get telephone support again?
Hi.
Look at the status page of your device… Get the serial number…
Type it at https://estore.peplink.com/ . You will get an answer, about what you need to renew to get support again.
Regards,
Hello @lijan613,
Please contact your local Authorised Peplink Partner ( Certified Distributors, Partners & Resellers- Peplink ) that you brought the device off; they are the best people to help you with your renewal.
DO NOT RENEW ONLINE via the Peplink Websites; only renew via an Authorised Peplink Partner ( Certified Distributors, Partners & Resellers- Peplink ), preferably through your original Peplink supplier. If you renew directly online, Peplink still requires the original supplier to provide support. Yet, the supplier gets ZERO remuneration/thanks from Peplink for looking after you.
Happy to Help,
Marcus 
1 Like
Hi Marcus,
I took a chance and bought this Peplink MAX BR1 PRO router from a private party via eBay. That original purchaser bought this device from MobileMustHave.
Prior to the purchase from the private party, I made sure that this device was unlocked and that they (MMH) had relinquished control of the device (confirmed by Peplink). I was extremely happy with my purchase, because the router was working great with the T-Mobile 50g/month plan since 2022. This is just our backup internet connection, as we also have Starlink when traveling, or a DSL connection when back in SoCal for the winters.
But a couple months ago on the road, and also when we returned back here to SoCal, I cannot get a connection anymore with the same T-Mobile SIM in the Peplink router. The Peplink Ticketing system via messages/email is SO SLOW. Anyway, that’s why I need telephone support. BUT, will the MMH partner still be willing to help me although I purchased this Peplink from a private party (who re-sold it to me)?
UPDATE: I called the MobileMustHave tech support. Since I did not directly purchase the router from THEM, will not offer me support.
So, I have no choice but to purchase support from Peplink online.
Well, I looked for the basic “Essential Care” plan for this router (the MAX BR1 PRO 5G). They did NOT have the plan listed for this router! The closest I could find is the MAX BR1 PRO LTEA, which is a different router. I keep running up against roadblocks with this router. It is trash if I cannot get help to troubleshoot this over the PHONE.
Disregard my comment about not being able to find the Care Plan - I found the correct one for this router - Plan C for $149. Will consider purchasing this plan.
thanks
My experience with PepLink, there is NO phone support with PepLink directly, only an online support ticketing system via email. It is possible PepLink has changed policies. I have only been able to get phone support through original supplier I purchased routers from.
As others have mentioned, a proper Authorized Reseller can support you. If you’re US-based, we (Llama Networks) are happy to get you a license and help you with your device.
Of note, phone support is an option provided by certain Peplink partners but is not guaranteed by all partners.
DM me if you’re interested.