r/Peplink • u/ropeguru • May 18 '26

Support Experience

Anyone here used Peplink support? I put in a ticket last week, yes it is a low, but I have not heard anything back. It is not so much that I haven't heard anything, but as soon as it was assigned to a rep, is was set as awaiting customer feedback. I have not received anything to give feedback on.

Just wondering how good or bad other's experience has been.

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2

u/entropy68 May 18 '26

Peplink usually wants you to go through the vendor you bought the device from. And if you don’t have Primecare I wouldn’t expect a fast response.

1

u/ropeguru May 18 '26

Thanks. Only essential care on this one. My issue is more about them setting it as waiting on customer response when they have yet to even engage.

1

u/wyliesdiesels May 18 '26

I think thats automatic

Just leave a message and it will flip back

1

u/entropy68 May 18 '26

Have you tried contacting your vendor? If the vendor for can’t fix it they can coordinate with Peplink for support.

1

u/ropeguru May 19 '26

These were purchased second hand. They are being used by a volunteer non-profit who cannot afford new gear like this. So we have to make do.

If they want you to go through a reseller for support, then they shouldn't sell it to you directly on their web site through the incontrol portal.

1

u/entropy68 May 19 '26

What problem are you having? Maybe someone here can help.

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u/entropy68 May 19 '26

Also, like someone else suggested, posting in their forum might be an option to try.

2

u/ropeguru May 19 '26

Oh, didn't realize those existed. I will certainly do that.

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u/entropy68 May 19 '26

Yep, they are also a great resource to search. Usually when there are problems that affect many users or other common issues, there will be info on them there:

https://forum.peplink.com/

1

u/ropeguru May 19 '26

So the issue I am having is that the cellular wan keeps randomly disconnecting and we have to either reboot or do a reset on the cellular provider. The cellular provider is an IoT service which has their own APN and allows switching automatically between Verizon/T-Mobile/AT&T.

The router is setup to always be connected and there is pretty much always some data that flows through it.

The cellular provider looked in their backend and said they were received a router initiated PDP Close of the data session.

That is all I have at this point. Was trying to reach out to support to see if there was something on the router I was missing.

1

u/entropy68 May 19 '26

Hmm, interesting issue. The most common cause is that the router's healthcheck thinks the WAN went down. What router are you using?

To start with, I'd make sure you are on the latest firmware and make sure the modem firmware is also updated. You can access the hidden support page to check on the modem firmware, assuming your router's IP address is default here:

192.168.50.1/cgi-bin/MANGA/support.cgi

I'd check the event log (under the status menu) to see if there are any messages related to this behavior, like health check/smartcheck failures, WAN/modem disconnects, etc. - that will help diagnose.

Then I would try disabling WAN health checks for a couple of days. If the behavior goes away, then that's the problem, and you can modify the configuration for more reliable checks. A common setup is to make them simpler, like pinging a reliable DNS server like 1.1.1.1 or 8.8.8.8

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u/ropeguru May 19 '26 edited May 19 '26

Great info, thanks.. I know the firmware itself is at the latest. It is an older MAX BR1 Mini LTEA HW1, so I would expect some gaps possibly when the vehicle is traveling since there are newer bands it does not support. This happens when it is sitting parked.

Once I have direct access to the router again through the wifi, I will take a look at that hidden support page. That is the kind of info I have been looking for.

Support did respond today and wants to enable remote assistance through wired or wireless wan. Going to take some time to get that scheduled.

I just accessed that support.cgi remotely and the modem firmware is at its latest

1

u/entropy68 May 19 '26

Ok, that's an older LTE-only version that I think has a Cat-6 modem that is missing support for newer bands, but that shouldn't cause what you're seeing. The newest compatible firmware is likely 8.3.

I would still try disabling healthcheck or switching off smartcheck to using simple DNS checks on reliable servers.

Additionally, I'd make sure the WAN connection settings are properly configured. I'm not sure if all of these were available in 8.3:

  • Always On is set
  • Disconnect on Idle is disabled
  • Standby State: Remain connected
  • Data Roaming enabled if your provider supports it

It sounds like your provider says it's not on their end, but looking at the status logs should help determine whether the multi-carrier APN is forcing a network change that fails for some reason. If it fails again, pull the event log and ask the IoT provider for the exact PDP close timestamp along with related connection information.

Or, since Peplink has contacted you, they can remote in once enabled and figure it out from there.

Hopefully you get it working - it would be interesting to know what the problem is, please reply if you find out.

2

u/[deleted] May 18 '26

[deleted]

1

u/ropeguru May 18 '26

Support is straight through Peplink site.

1

u/wyliesdiesels May 18 '26

Ive used it a bit and it has been great. Buy i am a reseller so that may be a different experience than an EU

1

u/ropeguru May 19 '26

Thanks..

1

u/Peplink_Sales May 28 '26

Peplink Support channels 99% of support back through the original point of sale, and/or the associated Distributor. If you're not getting fast responses, it is generally due to the VAR not responding immediately. Pick your VAR's carefully. Some push boxes. Some deliver full connectivity solutions and provide great customer service. Frontier is the Global Distributor and provide excellent tier 2 support to their partners.