Can I get a response form the support team on Ticket 23051088 which has been open for over a week now? Not sure how this could not be a priority since my Max BRI Pro 5G has been limited to a paperweight.
Just to reiterate, I have NO connectivity and haven’t for over a week. Communication has been erratic at best through email. It’s time to get some 1:1 support or tell me where to send my router for a refund.
@Brian, our team is working on the case and we have also notified the local certified partner (point of purchase) to contact you for further assistance.
I was told almost a week ago that the partner was going to call me. Haven’t heard from them yet.
Hi Brian. What’s the issue? Anything we can help solve here?
Yes you can, I need support for a Max BRI Pro 5G that’s been out of service for over a week. I can’t seem to get any consistent support from the Peplink team. Would love to work with someone 1:1 over the phone
Peplink support is ticket based and 1st line support is indirect provided through its partners. If you want a phone call then your Peplink partner / point of sale is the place to go.
In the meantime I’ll send you my email and I’ll see if I can help.
Clearly I have not explained properly.
I have an open ticket (reference the title of this thread) but I am not getting any resolution or response for that matter.
I do NOT have a partner, so I am looking for direct manufacture warranty support.
Hi Brian, I have your phone number and will try giving you a call in a bit.
Thank you, looking forward to hearing from you.
Great talking with you earlier Brian!
Much appreciate your support today Tim. It’s amazing what can be accomplished in an hour troubleshooting call. I’m hopeful, due to your help, we got this to a point where the Peplink team can make a quick assessment and ultimate resolution.
Hey Tim just wondering if you have heard anything back from the Peplink support team? I provided them some updates last night but not sure if they looked at it or not.
Hi Brian,
Looks like there is a new comment for you in the ticket, please check it out.
-Zakk
The last Help Desk email response I have received on the ticket was at 9:35am MT yesterday. I have provided two updates/responses since then.
Hi Brian,
If you login into the ticket portal and access the ticket you will see a response there.
to summarize the ticket, if you have installed the special firmware provided the fix should be permanent.
-Zakk
Can you tell me where the ticket portal is? Looked under the support tab and all I see is how to generate a ticket not view my existing ticket. Been relying on the emails.
This is teh last update I received:
If the hotfix solves the identified issue, Engineering may provide a special maintenance firmware until the fix gets added to future releases.
I will check to see if the device reconnects today and update Engineering.
https://ticket.peplink.com/ticket-conversation/23051088
Sent you a message with a few of the last replies from Peplink here.
Thanks and I also now see it on teh bottom of teh emails - seems like there should be a link from teh support page.
Adding to the confusion on this, is inconsistency of information. Doesn’t seem that I get an email every time there is a response. Furthermore the ticketing system doesn’t display the responses/updates in a chronological order - some new updates are on top and some on the bottom.
So, can I assume that this has a permanent fix now and I’m good to go? Anything else I need to be aware of?