Reviews

Review Details

• Review fromDeepak K

  Date: 07/09/2025

  1 star
  Moving into a new home comes with enough stress the last thing anyone needs is added frustration from something as basic (and essential) as setting up internet service. Unfortunately, that's exactly what Ive been dealing with.I ordered the **** XE55 router (Order number XXXXX) directly from the TP-Link website on June 25, with a promised 3-day delivery. My plan was to have it installed in my new home right away so my family and I could be connected from day one. Instead, the order didnt arrive until July 1 too late for my planned move-in setup.When I tried contacting customer support, it was incredibly difficult to get someone on the phone. After finally reaching out, I was told the sales team handles such issues and that a support ticket number TKID-XXXXXXXX had been opened on July 2. Since then, Ive sent three follow-ups with no response or update on whats being done.This delay has not only left me without internet in my new home but has added unnecessary stress to an already overwhelming move. Ive paid for a service and product I couldnt use when I needed it most. At this point, Im no longer expecting compensation I just want my money back.TP-Link, I expected better. Please make this right.

• Review fromAnne H

  Date: 04/20/2025

  1 star

  Anne H

  Date: 04/20/2025

  Tapo indoor camera never worked properly. It was defective. Tapo sent a new one. It also doesn't work properly. I have spoken to several **** customer agents who provided several different solutions and it still does not work properly. **** will not issue a refund. I suggest that one does not purchase a product from ****.

  TP-Link Systems, Inc

  Date: 04/22/2025

  Hello ****,It appears the original device was replaced due to the remote control function not properly working. If the 2nd device is having the same problem then it would likely be a factor within the network environment that would need to be further analyzed and addressed. We would like to refer your case to our engineering department. I will provide them with the previous RMA number, the Email case I was able to fine, as well as your name and this email address. In regards to your refund request being denied. That is because TP-Link does not provide refunds under most situations. This is because we are generally not the seller of the product, only the manufacturer, so any refund/return/exchange requests would need to be handled through the retailer the product was purchased from and fall under their return policy. Generally the most ******* can offer is replacement through the products limited warranty policy. Best Regards **** ***** | Technical Support Supervisor

• Review fromMarcelo G

  Date: 08/13/2024

  1 star

  Marcelo G

  Date: 08/13/2024

  My recent experience with the *** process for my defective Deco unit was nothing short of frustrating. After struggling with a persistent issue that prevented the unit from connecting via ethernet, I contacted tech support. Instead of offering a straightforward solution, they decided the only option was to return the unit for a replacement, and an *** was created.I followed their instructions meticulouslyvisiting the specified website, uploading proof of purchase, entering the serial number, and paying the shipping fees. After completing these steps, I received an email with contradictory information. The email stated that if I was returning a single unit (the defective one), I should register a specific serial number. However, if I was returning the entire kit, a different serial number was required. The problem? They requested the serial number for the defective unit, despite the fact that I was returning the entire kit. Why they did not explain the S/N question? Why could the *** process be more straight-forward. This led to hours of back-and-forth communication, repeatedly explaining the situation to support agents. The experience was exasperating, and the inefficiency of the process was glaringly obvious. It's absurd that a company claiming to offer "solutions" cannot manage a simple *** process without causing so much unnecessary frustration. The lack of clarity, poor communication, and the overall inconvenience turned what should have been a straightforward task into a painfully prolonged ordeal.This experience has left me questioning the reliability of the company's support and the competence of its processes.

  TP-Link Systems, Inc

  Date: 08/14/2024

  Hello *******,If you have it, I would love to see a copy of this email sent to you so I can thoroughly investigate it. Please also provide me with your ticket number. This number starts with TKID. Per policy, kits are supposed to be registered using the kit serial number. In most cases, the individual serials are already tied to the kit serial, and there is no need to request it, even if the customer is doing only a ****** replacement. The email you were sent sounds confusing and is something that needs to be corrected. You can reach me directly at ************************* Thank you ******************* | TP-Link Technical Support

• Review fromRebecca G

  Date: 05/09/2024

  1 star

  Rebecca G

  Date: 05/09/2024

  At first, support for our smart plug replacement was accommodating and understanding. I had to set up payment for shipment and the 4 pack of plugs that would be refunded once they received the original devices. I chose to check out as guest, yet the only choice at the bottom of that page was to create a PayPal account. I sent two emails explaining this along with my frustration, and the reps told me to select check out as guest. Completely ignored my experience, so I was forced to create a PayPal.The replacements didn't configure in the usual way to add them to the app via wifi, so I was told to connect via Bluetooth and then configure wifi connection, which ended up working. I asked if this behavior meant they were defective, and there was no response. Every email since then, I've explicitly, simply asked the same question. It was always ignored. Their replies stressed again that I should follow the bluetooth steps, and I constantly reminded them connecting wasn't an issue anymore. Eventually they mentioned wanting to talk on the phone so they could clarify with me. I asked when they would call, asking for a date and time since I'm rarely at my desk and I'd need to schedule this. No response to my email. I checked in twice on their chat support and was told again just to wait. I didn't get a call l until 10 days later, at 9:20 pm on a Sunday evening, well after we're closed. I emailed them our hours, and they next called me just after our building closes. Their replies continued answering questions I've never asked. I had to log a new return case in order to get the screenshots to prove the forced creation of the PayPal account, since they showed no impetus to check out what I was reporting. Even when sending the screenshots of the Guest checkout, their next reply told me to use the Guest checkout.Their customer service is beyond abysmal. I don't understand how people can misunderstand two questions when repeated 15 times.

  TP-Link Systems, Inc

  Date: 05/10/2024

  Hello *******, I have received the email case, and While we understand the concerns related to checking out as a guest through PayPal, ultimately, TP-Link has no control over whether that is specifically available to all customers. The feature's availability depends on several factors determined by PayPal and highlighted in this FAQ: *********************************************************************************************************************. This is however a determination that PayPal will make and if they determine an account is required then you would need to create one in order to process an advanced RMA request. Support *** have been confused by your questions because they are not actively involved with the back end, which includes the processing of RMA payments. Their knowledge is based on FAQs, which are in the process of being updated. Regarding the callback request and information related to your new product, I would be happy to discuss them further. You can email me at ************************* at your convenience. In short, the V2.6 uses a newer and more streamlined onboarding process via Bluetooth. The older defective model used Wi-Fi only as the onboarding process.

• Review fromLEWIS P

  Date: 03/03/2024

  1 star

  LEWIS P

  Date: 03/03/2024

  Briefly, I purchased this router just over a year ago to extend my range and hopefully increase my speed on a FIOS Gbit Lan and have had inconsistent issues ever since. I never had an issue with the standalone Fios router. The WiFi would drop randomly causing me to reset the router and finally has gotten to the point of extreme annoyance that I had to do something / reset the router to factory default and start from scratch. After doing so the router immediately started again with the issues when I discovered the following the security issue and inquired about it on TPlinks community forums and with TPlink customer support as follows.I can not post the complete details here do to *** characters only being 2000.In summery the router does not function properly. The issue with the *** in AP mode and its questionable fix has got me very concerned about the security of this router. I understand the refurbished policy but not someones year/s older dust covered unit thats not even up to date. I expected at least the same device or a newer model, not older and in poor condition. Their rational was, It works the same. Well so does my older Tv's....I can see the tv show but that's not the point.I will be replacing this router ASAP and not with a TPLink brand.

  TP-Link Systems, Inc

  Date: 03/04/2024

  Hello *****, Per the notes in the *** cases you were requested to change the *** addresses of the **** gateway, but were not sure how. Because of the disconnect issue, you were offered a precautionary ***. When **** are issued and the ************** version is not available the replacement will be of equivalent features. In this case, your V1.2 was replaced with a V1, as the features and performance were the same. As for the firmware, we cannot always guarantee that it will be up to date when delivered. Similar to how you can purchase a new product and it needs an update because a new firmware was released after it was shipped to the retailer, refurbished products may require updates if a new firmware is released after it has been refurbished and added to inventory. The product should be clean and presentable when delivered, so if it was not that one is definitely on us and I apologize for that. I will say that the replacement received does align with policy, which includes it being covered for the remainder of the original purchase's term. If there are any issues within this time let us know and we would be happy to address them. Best Regards ******************* | TP-Link Technical Support Supervisor.

• Review fromLou I

  Date: 02/26/2024

  1 star

  Lou I

  Date: 02/26/2024

  I recently purchased a brand new ***Link ****** AX23 Router from Staples for $120. However, after only six months, the router stopped working, and I can no longer receive any Wi-Fi signal from it.I tried to reach out to ***Link to rectify the situation, but unfortunately, they refused to help me because I don't have an invoice for the purchase. The issue is that I never received an invoice since I ordered the router from Instacart, and I closed my account with them, as I found them to be a shady company.I am extremely disappointed with the poor quality of the ***Link ****** AX23 Router, and the terrible service I received from ***Link. I strongly advise anyone looking to purchase a router to stay away from ***Link and buy from a reputable company instead.It's clear that ***Link produces junk products, and it's not worth the money. It's frustrating to think that they charge $120 for a router that only lasts six months when it probably only costs them $5-10 to make it.

  TP-Link Systems, Inc

  Date: 02/26/2024

  Hello ***,I feel this is a simplified account of your interaction with support with some details missing. Each region has its own specific warranty procedures. For your specific region, ******, a proof of purchase is required in order to provide warranty services. This is because the warranty is only available to the original purchaser of the product and because TP-Link ****** requires verification that the product was purchased from an authorized seller. Unfortunately, the US team has no control over if TP-Link ****** will authorize your RMA or not. I understand you purchased through Instacart via Staples. If you haven't already, I would consider going to your local staples and seeing if they can pull the purchase up in their system. It's possible they can pull it up or perhaps even contact Instacart as they may be able to pull up a historical record, even if your account is now defunct with them.

• Review fromRudi F

  Date: 02/12/2024

  3 stars

  Rudi F

  Date: 02/12/2024

  TP-Link wireless router ****** AX73 specifications say it supports WPA and WPA2 security protocol until it however the routers lowest protocol is WPA2-PSK[AES] for 5Ghz and for 2Ghz security is WPA/WPA2-Personal. I have several IP cameras that need WPA/WPA2 they do not work using this router. They worked on my Negear router until it broke. The support team says WPA2-PSK[AES] is an implementattion of WPA2 -- it seems that is not correct. The specification says supports (clean) WPA2. That should be a choice on the router.

  TP-Link Systems, Inc

  Date: 02/13/2024

  Hello ****,I would first like to know what is the case or ticket number you were provided. I want to review the case and make sure your concerns were answered correctly and completely by our support team. You mentioned in your review support (Clean) WPA2. I don't understand what you mean by that. If you could clarify this statement it would be helpful. For the ****** AX73 the wireless security supported are WPA/WPA2 and WPA2/WPA3. PSK stands for Pre-share key and it simply refers to the wireless secuirty password. AES is the encyrption that secures the protocol. There used to be TKIP encryption for WPA2 but it is considered by the industry and being poorly secured so there is no longer much support for it. This means your clients need to support WPA2-AES in order to connect to the network. If they are supported but not showing up we would need you to reach out with any error code you may be recieving. It would also be helpful for you to share how the wireleess on your old router was configured if you are able to provide that. Best Regards ******************* | TP-Link Technical Support Supervisor

• Review fromWilliam K

  Date: 11/19/2023

  1 star

  William K

  Date: 11/19/2023

  ****** c4000 router advertised as having gigabit ports (purchased new on amazon). does not deliver gigabit speeds thru wired connection. ISP speedtests (att gigabit fiber) show router DL speed 61-300mbps, modem DL speed 1200--1300 mbps. tp link tether app claims between 600-850mbps. Blatant false advertisment or defective product. recent wifi 6 patent infringements have my eyesbrows raised.

  TP-Link Systems, Inc

  Date: 11/20/2023

  Hello ********** Yes the ****** C4000 does have Gigabit ports. However that in itself does not mean you will automatically see Gigabit internet speeds. If your modem is a gateway device (modem and router) as this is what is provided most commonly by ISPs, you would want to make sure that the device is in passthrough mode. This means that the gateway's router functions are disabled. With them enabled and a router like the ****** C4000 connected you would see an concern called Double NAT and this could affect the speeds of the connection through the ******. You can also try to put the ****** ***** mode if you are not able to disable the gateway's router function. Keep in mind AP mode disables all router functions. If you don't have a gateway and its just a modem you can try to change the *** address for the **** We would recommend Open*** or ****** if you do change them.Lastly, contact support if you are having issues with your router as our support team can help.

• Review fromKenn Q

  Date: 07/26/2023

  1 star

  Kenn Q

  Date: 07/26/2023

  Brand new router was dead out of the box. Lengthy RMA process with all the scripted attempts to convince me it was my internet providers issue rather than their hardware. Had to spend more money to get replacement unit. Brand new replacement unit dead in 2 months. Now they want just another RMA for the same useless hardware. Will not provide any other solution but me spending more in shipping for bad product. I do not have the money to waste on this sort of runaround. Terrible company. Avoid unless you like waste.

  TP-Link Systems, Inc

  Date: 07/27/2023

  Hello ****,In the last 6 months I found two email cases for you. I did not find any call records or chat, so you if have a case or ticket number for one of those system please let us know at *************************. For the oldest case from May, I can see that the router was not dead out of the box, but was having connection related issues with wireless only. You denied some of the troubleshooting request because connecting an older router did not have the same results. After a bit more isolation testing requests an *** was issued. This case closed after an message was sent to you about what to expect in the *** process. The other case, form this month which is currently active also appears to be related to intermittent wireless connection concerns. As you are aware our warranty only covers manufacturer defects. We require troublshooting to determine this. Usually when a repeat issue happpens after an *** we request more detailed troubleshooting with our engineering team to see if there is a specific reason why multiple units are having similar issues in the same enviroment. It does however appear that support has provided you with another ***. Per the notes you are not expected to pay for the replacement. As a return label is being provided. As for refund requests, what you were told was correct. TP-Link does not offer refunds in most cases. Those must be sought from the seller. The only option typically offered by TP-Link is a replacement. In terms of multiple replacements we will offer the next model up if possible as the 2nd replacement. The AX10000/AX11000 however does not have that option as it is the top of the line in gaming router available right now. If you have any further negative experience with the product or support let me know at ************************* so I can investigate and resolve as best possible. Best Regards ******************* | TP-Link US Technical Support Supervisor

• Review fromThomas S

  Date: 04/16/2023

  1 star

  Thomas S

  Date: 04/16/2023

  Junk failed at 7 months their customer service is a nightmare. Sent three days trying to make switching to another brand. It was a cascade of problems. Do not buy from tplink

  TP-Link Systems, Inc

  Date: 04/19/2023

  Hello ******************,I went and reviewed your email case and i don't see that we were slow to respond. In several instaced in the case we responded on the same day. The only time there was a delay was when your case was escalated to our engineering team. That delay was less than one business day. Just so you are aware, email support is not immediate. Emails are handled in the order they are received and answers can be delayed. We commit to a 1 bussiness day for responses. In my review and since another Deco model you had was not working with your ISP either it could be something called MAC Binding. If you ISP is cable then it could be that the modem was still bound to the previous router. That would effectivly mean the modem ignores any divice other than the Previous router. What you can do to clear this is to disconnect the router from the mode and power off the modem. Then diconnect the coaxial cable and power the modem back up. Wait 5 to 10 minutes and reconnect the coaxial cable. Once service is restored to the modem connect the main Deco to the modem. This should clear any binding and allow the modem to see the Deco.