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I have to pay to get my mesh to work?

I have to pay to get my mesh to work?

I have to pay to get my mesh to work?
I have to pay to get my mesh to work?
Thursday

I had the deco S4 set and liked it.  Purchased 3 x50s for outside coverage.  After MANY hours installing and reinstalling my system, hours trouble shooting via chat I am still stuck with a system that does not work consistently.  Today I called and after "looking" at my system I was told that I had "infractions" that are causing my issues.  
 

To get them up and running within 30 minutes I can pay $179 for the S4s as well as $179 for the x50s for one year of coverage/support.  Or I can get the $549 deal for a lifetime of coverage for all my devices. 
 

When I asked why the free HomeCare antivirus isn't coving this they said that I needed software security.  
 

so, $549 to use the six units that I have already paid for that should have free antivirus?   
 

the person I spoke with was very nice, but I'm still feeling violated! 

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#1
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5 Reply
Re:I have to pay to get my mesh to work?
Thursday

  @GaPeachNanny 

 

You contacted a fraudlent customer service. We don't charge for any support.  The only thing with Deco that you may pay for is the subscription-based Homeshield security suite.  There is no such thing as "infractrions" with our networking products.  I Hope you did not pay anything or give them remote to your computer.  If you did I would cancel the payment, contact your bank about a fraudlent charge and contact a PC technician, even if its Geek Squad and have your PC inspected and cleans of possible Malware.  

 

Yes HomeCare was a free secuirty suite package that was available sometime ago in Archer and Deco products.  It was replaced with HomeShield which does have features available for free but also have a subscription model.  You can learn more about it here

Check out the Latest: Recent Smart Home Features and Updates for Tapo and Kasa Securing Your TP-Link ID with 2FA:Deco and Tether | Smart Home Splash into a Smarter Summer with Sub-G Sensors, Matter, and Apple Home!
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#2
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Re:I have to pay to get my mesh to work?
Thursday

  @GaPeachNanny 

 

I didn't give them access to my up, just the serial number on the one S4 device.   I did t pay anything either.  
 

this makes me feel much better, but I still have 6 decos that aren't working correctly, even after chatting with your support team for over an hour.  
 

what do I need to do to get this issue resolved?

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#3
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Re:I have to pay to get my mesh to work?
Thursday

  @GaPeachNanny 

 

Do you have a case or ticket number from when you worked with official support?

Check out the Latest: Recent Smart Home Features and Updates for Tapo and Kasa Securing Your TP-Link ID with 2FA:Deco and Tether | Smart Home Splash into a Smarter Summer with Sub-G Sensors, Matter, and Apple Home!
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#4
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Re:I have to pay to get my mesh to work?
Thursday

  @Carl 

 

I do not.  I chatted 4 times and kept getting disconnected.  No one ever gave me a case number. 
 

 

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#5
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Re:I have to pay to get my mesh to work?
Friday

  @GaPeachNanny 

 

Okay if you can, because i don't like asking people to give there names publically, DM me your name and the days you contacted our team via chat.  I will have the support center supervisor review and follow up with you.  If you can also provide a callback number that would be wonderful.

 

 

Check out the Latest: Recent Smart Home Features and Updates for Tapo and Kasa Securing Your TP-Link ID with 2FA:Deco and Tether | Smart Home Splash into a Smarter Summer with Sub-G Sensors, Matter, and Apple Home!
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#6
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