no light , no power. tower just quit working

no light , no power. tower just quit working

no light , no power. tower just quit working
no light , no power. tower just quit working
Yesterday
Model: Deco X5000  
Hardware Version:
Firmware Version: 1.4.0 Build 20241212Rel.48194

I noticed that I was not able to connect to the Internet. I checked the Deco tower it had no lights on no power to unit. I tried a different power cord, I tried to rested it it still does not work. Does anyone have any ideas. 

 

Thanks, Sandy

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#1
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3 Reply
Re:no light , no power. tower just quit working
Yesterday

  @SRios 

 

Do you remember where and when you bought it? it might be something you can RMA. Going to tag a member of the TP-LInk staff on this.

 

 @Carl 

Need help with the Deco app, setup, Ethernet backhaul, network switch or rolling back firmware? Router or AP mode? https://community.tp-link.com/us/home/forum/topic/699816?page=1
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#2
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Re:no light , no power. tower just quit working
Yesterday

 This looks like a Costco exclusive model?  I'm afraid it sounds like a Deco hardware failure requiring return/exchange...

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#3
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Re:no light , no power. tower just quit working
18 hours ago

  @SRios 

 

If the unit is not powering up, and there weren't any external factors like a power surge or power outage, then it would appear to be a hardware failure, and if the product is within its warranty period, a replacement would be in order. 

 

For Deco products, unless the unit is sold in a 1-pack or there is an equivalent model that is, the whole system would need to be replaced.  This is due to the fact that the products are packaged and placed in inventory.  TP-Link, at least here in the US, does offer advanced RMAs.  These RMAs allow you to keep the existing and somewhat working system in place while you wait for the replacement.  You then ship the defective product back, using the provided return label.  

 

Advanced RMAs do have 2 fees associated with them: 1. the shipping fee, 2. a pre-authorized hold fee for the cost of the replacement.  The pre-authorized hold is not immediatly charged, but is removed from available credit by your bank.  This charge is only charged if 25 days have passed since payment was made and the defective product has not yet been received.  

 

 

If an Advanced RMA has been chosen, what you would do is add one of the new units to the existing network.  Then make it the main unit and connect it to your modem.  Finally remove the existing two remaining units from the network and add the other 2 new units and you will have successfully replaced the routers without having to change any network settings for your clients. 

 

To request an RMA please email support.usa@tp-link.com.   

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#4
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