Deco M9 Plus dropped connections

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Deco M9 Plus dropped connections

This thread has been locked for further replies. You can start a new thread to share your ideas or ask questions.
Deco M9 Plus dropped connections
Deco M9 Plus dropped connections
2020-09-25 04:17:46
Model: Deco M9 Plus  
Hardware Version: V2
Firmware Version: 1.2.12

I've used this for little under 5 months now. I have devices running on multiple operating systems constantly dropping connections. Laptops won't connect after coming back from sleep, mobile devices can't connect after being away from home. These issues happen almost every day, multiple times. (I have tried resetting all the decos and it still did not work. Moreover you cannot use the same SSID and password after you reset. If you do, you cannot setup your network, that means changing the WiFi settings in all your devices.) I contacted support with the issues and they keep asking me to review FAQs. The FAQs indicate there are a lot of things that can go wrong. Here  are a couple of links I was provided to troubleshoot and they tell you the story.
https://www.tp-link.com/us/support/faq/2428/
https://www.tp-link.com/us/support/faq/2429/

 

Did anyone run into these problems and were able to solve them?

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#1
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3 Reply
Re:Deco M9 Plus dropped connections
2020-09-25 17:06:19

@RaviChelikani 

 

Your firmware is old, I would recommend getting that up to date (download the June 23rd release): https://www.tp-link.com/us/support/download/deco-m9-plus/#Firmware

 

If after the Deco is up to date follow the FAQ recommendations. If you still run across all the various issues continue to follow up with support.

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#2
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Re:Deco M9 Plus dropped connections
2020-09-26 17:04:01

@Tony 

Thank you for the response. That is what I thought too. The Deco app indicated that the firmware was up to date. I did mention that to the agent that I was working with, but they did not tell me a way to update the firmware. I talked with two agents in the past 5 days and both told me that they would "escalate" it to the senior support but haven't heard back from anyone. 

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#3
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Re:Deco M9 Plus dropped connections
2020-09-28 20:55:38

@RaviChelikani 

 

When reaching the escalation team I believe it can take some time given they need to review all the notes and see what are the next steps. What you can do is to reach out to our support with a status update. In the end, if support fails to provide a solution they should begin the replacement process if the product is found to be defective.

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#4
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