This Article Applies to:

Affected Region: Australia only (limited to the Optus network or ISP users who lease lines from Optus, targeted ASN 4804)
All TP-Link Cloud devices/services, including Tapo, Deco, VIGI, Omada, etc. 

Phenomenon Description:

1. TP-Link cloud devices cannot be controlled remotely, displaying as offline during remote access. As of now, all users experiencing this issue have Optus as their internet service provider.
2. No cloud video recordings
3. Unable to watch live streams or view recorded footage remotely
4. The app displays the message "Network is Unstable"
5. Unable to log in to TP-Link apps
6. Unable to receive emails from TP-Link Cloud.

Workaround: 

Update on Dec 31, 2025.

We have identified that a recent change may have occurred in one of the transit links between Optus (ASN 4804) and TP-Link Cloud servers, resulting in users on the Optus network being unable to remotely control our devices. Additionally, related cloud services may be unavailable for these users. Users on other ISP networks are not affected and can continue to use our devices and services normally. We're taking this matter very seriously, and targeted cloud service switching was performed on December 30th to optimize the connection stability.

Currently, you can restart your TP-Link devices and then test whether they are working properly.

If the same phenomenon persists, please contact technical support with the following information for further assistance.

    1. The Tapo device's MAC address (You can find MAC info on the device label, or in the Tapo app > device's Device Settings > Device Info page.)
    2. ISP information.

Thank you for your patience and understanding.

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