TERRIBLE support, faulty product and defective firmware - 5g is not authorized in your country

TERRIBLE support, faulty product and defective firmware - 5g is not authorized in your country
TERRIBLE support, faulty product and defective firmware - 5g is not authorized in your country
2019-08-26 19:44:56
Model: Archer C2300
Hardware Version: V1
Firmware Version: Archer C2300(US)_V1_180611

Would NEVER BUY A TP LINK PRODUCT BASED ON THE USELESS SUPPORT -  Got the router but couldn't detect the 5g band (was set to factory settings) on my iphones/ipad. Spent, (or should I say WASTED) significant time with first rep at TP Link support. Troubleshot, they said it was defective, did RMA, even tho I said I bought it on ebay (not authorized re-seller), but she still says send receipt and sn.

 

Get email back saying not covered, because bought from third party re-seller.
Nothing to lose at this point I played with some settings and it turned out the factory security setting (5G) being set to 'auto' was the issue. Get it all working.

 

Next day I see the 5g is disabled (grayed out option) and message says "the 5ghz network is unavailable due to restrictions in your region/country". Google that, and it is a KNOWN ISSUE that people in Canada and the U.S. are getting. Last I checked 5g is available, ...works fine on my cisco, dlink, belkin, linksys routers!

 

I call support back, 2nd rep says only troubleshooting they can to is reboot or factory reset. (obviously wrong since l did way more with 1st rep).

 

I email re:poor support staff knowledge. Supervisor Marie Tupaz emails back apologizing and say "With regards to the issue of your router where you are having a problem with the wireless connection, we are very concern about it and really want to help you out, If you will give us a chance to process a replacement for you, i can guaranty you that we will replace it with a working unit."

 

I email saying thats great that they will stand behind their product that carries a 2 year warranty...but mention a front line lower rep previously said they wouldn't replace it because of the third party purchase. Something she should have known before offering to replace it.

 

She emails back changing her tune, won't replace it because...I purchased it from a third party reseller instead of an authorized tp link seller.

 

Poor communication, poor support, and faulty firmware causing 5g not available. It isn't isolated to the Archer C2300. You think they would know about it on the frontline but when you outsource your product support I guess this is the quality of service you get.

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#1
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4 Replies
Re:TERRIBLE support, faulty product and defective firmware - 5g is not authorized in your country
2019-08-26 22:32:59

@djenning 

 

Thank you for your feedback.

 

Like you mentioned devices bought form second hand sellers are not covered under warranty. Likely the seller was getting the problems with the 5G and decided to sell it. I'd go back to the seller to see if anything is possible through them.

 

The issue with the band not being available has been seeing with the Archer C5400, but with the warranty not being valid leaves little alternative the agent can offer.

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#2
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Re:Re:TERRIBLE support, faulty product and defective firmware - 5g is not authorized in your country
2019-08-26 23:19:59

Yes I can and will return this unit to the ebay seller, AND I would have seriously considered just buying a new unit from an authorized seller since I liked the features ....however, after the poor tech support, flawed troubleshooting, and manager flip flopping (obviously offered to replace it but didn't bother to read the previous notes)...but more importantly the KNOWN issue of 5g being disabled with no fix...I would never buy this brand. 

 

New units may come with a 2 year warranty but it isn't much good when, based on other's who did buy from tp authorized sellers, they never got the problem resolved. 

 

I don't need to buy a new unit where I would have to subject myself to such poor support (aside from the non-eligibility for RMA).

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#3
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Re:TERRIBLE support, faulty product and defective firmware - 5g is not authorized in your country
2019-09-09 15:26:31

I took a look at the source code and found a work around for this. I tried it las night. works like a charm

The rule that applies protection against using 5G in restricted countries happens in a part of the code where NO RULES LIKE THIS SHOULD EXIST! These are SIMPLE SOFTWARE DESIGN PARADIGMS.

The error happens when the wireless transmitter SWITCHES CHANNELS, but a specific scenario pushses your router into "Malaysia Mode" (what kind of crap country isn't allowed to have 5G)

SOLUTION:
 

0.5) if you havent already MANUALLY flash your firmware to latest through here https://www.tp-link.com/us/support/download/archer-c5400/v2/#Firmware

  1. Flash/Factory reset your router with the reset pinhole button back to factory 
  2. Plug in ethernet cable directly to the router and the device you will manage it from (very important, we are going to disable wireless from the get-go to get the router in the correct state)
  3. After your router boots up after factory reset, go to tplinkwifi.net to follow the setup wizard
  4. Go through this like normal, EXCEPT
    1. SET YOUR TIME ZONE TO CENTRAL (we'll correct this later if it's not your timezone) 
    2. When you get to the part where you specify your internet connection, there's an "advanced" section button. In that section there is a drop down to specify a country mode. 
      1. SELECT MALAYSIA FIRST, THEN SELECT NONE. this is just to ensure that this drop down wasn't accidently triggered
    3. When You get to the screen to name your Access points and give them passwords. !!!DISABLE ALL OF THE ACCESS POINTS. WE DO NOT WANT WIRELESS ACCESS POINTS ON UNTIL THE VERY LAST PART !!!
  5. The setup wizard should be complete at this point and you should have no wifi
  6. Go to Advanced > System Tools > Time 
    1. Set/replace The NTP Servers to the following below:
      1. 0.north-america.pool.ntp.org
      2. 1.north-america.pool.ntp.org
    2. Select your CORRECT TIME ZONE
    3. Click "Obtain" and let your router (assuming it has access to the internet) obtain the correct time from those new NTP servers 
    4. As soon as it resolves the correct time, click SAVE
  7. REBOOT THE ROUTER USING THE TOP RIGHT BUTTON
  8. Log back in after reboot, go back to time and confirm the CORRECT TIME IS NOW SET EVEN AFTER THE REBOOT
    1. If correct time is not set, redo everything until it can hold the time after a reboot
  9. Go to Advanced > Wireless and let's setup the wifi access points
    1. The main goal of this part is to eliminate any thing that says "AUTO", we want to manually select every option, if we let the router auto select, it will just go back into country restricted mode
    2. On Each access point (2G, 5G1, 5G2), select the LARGEST WIDTH (i think it's 40Mhz for 2G and 80Mhz for 5G... whatever the largest number is)
    3. On Each access point (2G, 5G1, 5G2) select the LAST CHANNEL NUMBER AVAIABLE (I think 2G is 11, 5G1 is 80, 5G2 is 160... whatever the highest number is in those drop downs, use those)
    4. On Each access point (2G, 5G1, 5G2) select AES encryption (probably doesnt matter, but we DO NOT WANT THIS ROUTER TO EVER AUTO SELECT ANYTHING)
    5. On Each access point (2G, 5G1, 5G2) Select an authentication method that suits your password needs (WPA2 non-enterprise is usually the standard)
    6. DONT FORGET TO CHECK THE BOX TO ENABLE EACH ACCESS POINT
  10. Save, Save, Save
  11. REBOOT THE ROUTER USING THE TOP RIGHT BUTTON
  12. Log back in, go to advanced, go to "internet" (i forgot the name of the drop down, writing all of this from memory at work) nd make sure you unselect the checkbox that says "igmp proxying"... we want to disable that
  13. SAVE. 
  14. Make any other changes youd like... (i disable the firewall and anti virus nonsense because its a piece of crap and uses too much of the available memory and CPU)
  15. Save... reboot... enjoy

 

Working without issues last 6 hours. 
If anyone can post screen shots while they do this to help make it easier for more novice users, that would be a..

TREMENDOUS HELP THAT TP-LINK WON'T PROVIDE

Let me know if it works out for you guys as it did for me. 

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#4
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Re:TERRIBLE support, faulty product and defective firmware - 5g is not authorized in your country
2019-10-06 14:03:57

@SUCKSSUCKS Unfortunately your solution did not work and yeah... support sucks. They don't even answer. The result I have now is that there is no wifi channel anymore available :( All tips are more than welcome.

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#5
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