Subject: Critical Issue with Deco X60 V3.20 EU (AX5400) and Suggestions for Improvement

System Details:

• Model: Deco X60 V3.20 EU - AX5400 (2-pack)
• Deco App: Up to date (iOS)
• iOS Version: Latest

Critical Issue - Firmware Problems

1. Problem: Secondary Unit Offline (Deco App)

• Detailed discussion and reports about this issue can be found here: Link to thread.
• This issue has been known for several months. I’ve already worked with TP-Link support, providing detailed information and conducting multiple tests on both my current Deco X60 system and my previous Deco X20 V2 system.
• I installed the beta firmware provided in the above thread:
  Deco X60_V3 1.3.0_build_20241018_Beta

Beta Firmware Issues

The beta firmware, based on the official release Deco X60(EU)_V3_1.3.0 Build 20240830, has the following problems I’ve tested across multiple devices, operating systems, and browsers:

1. Missing Reports:

   • Weekly and monthly reports no longer appear in the Deco app.
   • Scanned the network and made changes to ensure reports could generate, but still no reports are created.

2. Web Protection - Captive Portal Delay:

   • The blocking index (captive portal) for malicious websites appears with significant delay (several minutes) or results in a redirection error to tplinkdeco.net.
   • Web protection logs in the Deco app fail to update with details about blocked sites or the devices accessing them.

3. Device Connection Issues:

   • Smart devices often connect to the main unit even when they are physically closer to the secondary unit.

4. Channel Optimization Prompt:

   • The app frequently suggests channel optimization, especially on the 2.4 GHz band where IoT devices are connected.

Stable Firmware Issues (1.3.0 Build 20240830 Rel.50008)

1. Critical Issue with Secondary Unit:

   • The secondary unit goes offline in the Deco app.
   • Network modifications do not apply to the secondary unit, only to the main one.

2. Web Protection - Captive Portal Issues:

   • The blocking index for malicious websites loads slowly or doesn’t appear. Instead, the browser shows a “server not responding” error redirect to tplinkdeco.net (router gateway).

3. Reports Working Correctly:

   • Unlike the beta firmware, the stable firmware generates accurate reports in the Web Protection section.

Concerns and Suggestions

I am quite disappointed as I have never faced such persistent issues with TP-Link products before.

1. User Accessibility:

   • Most users do not have the technical expertise, time, or patience to explore beta firmware or search for solutions on forums. They buy a premium product expecting it to work seamlessly.
   • How does TP-Link expect average users to handle a situation where their secondary unit goes offline and they cannot make changes to their network for months?

2. Mesh System Purpose:

   • The primary purpose of a mesh system is to support multiple devices and ensure seamless connectivity. It’s surprising that a premium product like Deco X60 struggles to handle connected devices, including TP-Link's own Tapo smart devices.

3. Subscription Services:

   • As a paying subscriber to HomeShield Security+, I feel let down by its current functionality.
   • Captive portal delays, missing logs, and unresolved issues directly impact the value of this subscription.

4. Timely Fixes Needed:

   • TP-Link, as a leading brand, should have already delivered a hotfix for these critical issues without users even noticing them.
   • Marketing efforts are important, but maintaining product quality and user trust should be a higher priority.

Final Thoughts:

TP-Link, I urge you to prioritize addressing these critical problems. Your reputation as a premium brand depends on delivering products and services that meet user expectations. Prolonged unresolved issues like these can drive loyal customers away, which is unfortunate given the potential of your products.

TP-Link, with all due respect, I suggest you prioritize resolving these critical issues over marketing efforts. Focus on delivering the quality you promise, as your long-term success depends on it.

Looking forward to your response and a stable firmware release soon.