Dear TP-Link Support Team,

I am writing to urgently request technical assistance regarding a deployment issue involving our newly purchased TP-Link Omada hardware. Our setup includes 14 units of TL-SG2428P v5 switches and 10 EAP725 Wall Plate Access Points and 5 EAP720 access point, all managed via the Omada Software Controller.

Since installing the first batch of switches, we have been experiencing unexplained packet loss across the network. Below are the specific details of the issues we are encountering:

1. Packet Loss on macOS Devices

• The Issue: We are experiencing persistent packet loss on macOS computers connected directly to the switch ports, regardless of whether the ports are configured in Access or Tagging (Trunk) mode.

• Anomaly: Interestingly, Windows PCs connected to the exact same ports do not experience any packet loss.

• Temporary Workaround: We found a partial workaround by routing the macOS connection through the passthrough port of a VoIP phone (using the exact same network configuration). When connected this way, the packet loss drops significantly, but direct connection remains unusable.

2. Connectivity Issues with EAP725 Wall Plate APs

• The Issue: The newly deployed EAP725 Wall units are failing to broadcast/pass Wi-Fi traffic properly. This happens both when using tagged VLANs and when configured on the default VLAN.

• Comparison: To isolate the issue, we tested an EAP720 on the default VLAN within the same environment, and it works perfectly without any issues. The problem seems isolated specifically to the EAP725 units.

Request for Support

Given the volume of hardware purchased (14 switches and multiple Wi-Fi 7 APs) and the impact on our production environment, we require an urgent analysis of this behavior.

We would highly appreciate scheduling a technical call with an engineer so we can share our screen, provide live logs, and better explain the symptoms.

Thank you for your prompt attention to this matter. I look forward to your quick response.

Best regards,