For the past month my Deco mesh network has been getting more flaky after a year of rock solid connections. This week I have totally lost the ability to get on the internet despite the Deco app showing a speed test with 907 Mbps and all stations showing green. I have 3 BE85 and 2 BE11000 stations. 

Multiple calls and emails have been unsuccessful in resolving the issue. I try the recommendations and email the results. Then I call support again with another promise to escalate to a senior engineer. I receive another email with questions that totally mistate the issue I'm experiencing.

On Jan 18, 2026, at 10:33 PM, TP-Link Support <support.usa@tp-link.com> wrote:

Hello,

Thanks for contacting TP-Link support. I understand that you are experiencing a connection problem with your Deco Mesh system. If you are seeing a solid red light on your main Deco or getting an error message in the Deco app such as 'unable to connect to the Internet,' this indicates that the Internet connection is not available. Please follow these steps to restore your Internet connection:

1. Check the Internet status from your Internet Service Provider by connecting a PC directly to your ISP Modem/Router. Almost 1 Gbps download.
2. Reboot both your ISP modem and the main Deco unit.Done
3. Try using a different Ethernet cable between your ISP modem and the main Deco, or use another Ethernet port on the main Deco. Ethernet cable wired through home. Klein Ethernet cable tester confirmed cable passes signal.
4. Make sure your phone is connected to the Deco Wi-Fi network. Open the Deco app, go to MORE > Internet Connection > tap 'IPv4 Connection' > DNS Address. Select 'Manual' and enter '8.8.8.8' and '1.1.1.1' as the primary and secondary DNS servers.This was incorrectly configured. I corrected this.
5. If your PC has Internet when connected directly to the modem but the main Deco doesn't, try configuring Mac Clone on Deco. For instructions, please visit: https://www.tp-link.com/en/support/faq/2925/ Done; no internet

Additional settings that may affect your Internet connection:
- In the Deco app, go to MORE > Advanced > IPTV/VLAN. If the IPTV port is enabled, do not use it to connect your ISP modem.Not enabled
- Go to MORE > Advanced > WAN Port. If enabled, make sure you are using the correct Ethernet port on the Deco to connect to your ISP modem.Not enabled

I called again after receiving this reply to my email above:

Hello,

We are hopeful that you have had a chance to review the latest reply from our support team. We are currently awaiting further information from you to proceed with this ticket.

Please reply to this email if you require more time to work through or if you require the case to be kept open.

If you’re not satisfied with the response from support team and would like to request escalations on your ticket, please click here. An email with the ticket ID and request details will be sent to our management team.

A specialist will be in touch with you within 1-business day (Mon.-Fri.).

If we don’t hear back from you within the next 2 days, we’ll assume this issue is solved and will close this ticket.

Today I spoke with another support person and ran through what I have tried. She obviously didn't see my email reply. I once again repeated that everything is green, download speed is good and despite changing secondary DNS to 8.8.4.4 as requested, no internet. Another promise to escalate to senior technician but then I received this email totally mistating the problem:

Hello,

To help us escalate your case and investigate the issue further, could you please provide the information below:

1. The number of devices currently connected to the Deco network (both Wi-Fi and wired).
2. The model(s) of the device(s) experiencing the connection drops.
3. How often the disconnections occur (for example, occasionally or frequently).

Once we receive these details, we will proceed with the escalation.

I responded to this email answering the questions and pointing out that it didn't address my issues at all. I called again today and spoke with another tech. She suggested steps already taken based on the previous email. She promised to escalate again.

 A technician called me within an hour. We tried hooking my laptop to the modem and pulling the network information. Then we attached the Deco to the modem and my laptop to the Deco. Now no internet. He had me Mac clone with an address he provided without improvement. Another promise to escalate to a higher level technician followed by an email reuesting the photos and screenshots I took at his direction.

Another day without internet access. I have thousands of dollars invested in my Deco system and we are unable to get it functioning. I wish that ther had been a paid option to get a top level tech on the phone to fix the problems. I am getting desperate. I don't want to switch to an expensive Ubiquity system after the Deco had been functioning so well for an extended period of time. 

Any suggestions/solutions to my problems?