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Author Topic: Disappointing Tech support  (Read 4784 times)

vidishagupta

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Disappointing Tech support
« on: May 19, 2014, 05:51:27 PM »

Case#C6483552..I am highly disappointed with the tech service rendered to me against my intermittent wireless connection on Router DIR601. I have been trying to get to a solution for more than 52 hours and wasted the entire weekend trying to fix this issue. Every time I call, i have to explain my case history and the different options/settings tried on the router..this is inspite of me referring my Case number each time. I have spoken to 5 different tech support reps in last three days and have tried to explain the problem I am facing for last one week. As a matter of fact, nobody documents the actual problem and there is no proper direction given to me for a suitable solution. My router seems to be in the warranty period and still is not being considered for a replacement..when we know none of the settings I have been asked to change have seemed to work. After 3 days, i am being told that the problem is at the internet service provider's end. If i can have a full fledged connection with the wire connected, i fail to understand how the problem is not at the router but the ISP's end.
This kind of experience with a company and a big brand like Dlink was totally not expected.
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FurryNutz

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Re: Disappointing Tech support
« Reply #1 on: May 19, 2014, 06:26:20 PM »

Link>Welcome!

  • What Hardware version is your router? Look at sticker under router.
  • Link>What Firmware version is currently loaded? Found on the routers web page under status.
  • What region are you located?

Internet Service Provider and Modem Configurations
  • What ISP Service do you have? Cable or DSL?
  • What ISP Modem Mfr. and model # do you have?


Wireless Configurations
Links>Wireless Installation Considerations and Managing Signal Congestion and Good Neighbour Policy
  • Ensure the default (dlink) SSID name is changed. Can be anything and not something that's already in use by any neighboring WiFi routers. Under Setup/Wireless/Manual.
  • What wireless modes are you using?
  • 2.4Ghz Routers only: Try single mode G or N or mixed G and N?
  • Channel Width set for Auto 20/40Mhz or try 20Mhz only.
  • Try setting a manual Channel to a open or unused channel. 1, 6 or 11. 11 for single mode N if the channel is clear.
  • What security mode are you using? Preferred security is WPA-Personal. WPA2/AES Only. Some WiFi adapters don't support AES, so you might want to try TPIK only or Auto TPIK and AES.
  • What wireless devices do you have connected?
  • Any 2.4Ghz or 5Ghz cordless house phones or WiFi APs near by?
  • Any other WiFi routers in the area? Link> Use InSSIDer to find out. How many?
  • If you have any of these options, Try turning OFF or ON Short GI, WLAN Partition, Extra Wireless Protection and HT 20/40 Co-existence if you have it. Also testing with HT20/40Mhz Co-existence enabled will impact results as well. I prefer to use this option OFF. Recommended settings are default. Under Advanced/Advanced Wireless.

Router Placement
Forum User - "Well I feel really dumb. After moving the router away from other electronic devices my speeds are back to normal. Just a heads up for anyone experiencing slow speeds, you might want to move it away from other electronics and see if that helps."
6" minimum safe distance between devices.
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vidishagupta

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Re: Disappointing Tech support
« Reply #2 on: May 19, 2014, 06:56:20 PM »

Firmware 2.01
Region: NH
ISP: Comcast
Modem Mfr: Motorola Surfboard SB6121
Security Mode: WpA2 Personal

I have been using this same ISP-Modem-Router combination for last 1.5 years. Having this issue for last one week with no solution to effect.


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FurryNutz

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Re: Disappointing Tech support
« Reply #3 on: May 19, 2014, 07:22:41 PM »

Please provide answers to the questions presented so we can get a better idea of your system and settings. Please try some of the suggestions as well...

The more we know the better we can help you out.

« Last Edit: May 19, 2014, 07:24:22 PM by FurryNutz »
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vidishagupta

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Re: Disappointing Tech support
« Reply #4 on: May 19, 2014, 07:36:33 PM »

Hardware Version B1
Firmware Version 2.01
I have Wireless channel 2.462GHz-Ch 11 with channel width @20MHz

No Cordless house phone coonected. Wireless devices are Mobile phone and win7 laptop

No other wifi routers in the area.
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FurryNutz

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Re: Disappointing Tech support
« Reply #5 on: May 19, 2014, 07:54:32 PM »

What wireless modes are you using?
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vidishagupta

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Re: Disappointing Tech support
« Reply #6 on: May 19, 2014, 08:31:48 PM »

I do not know
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FurryNutz

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Re: Disappointing Tech support
« Reply #7 on: May 19, 2014, 09:24:48 PM »

you'll need to look at your settings and let us know...
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FurryNutz

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Re: Disappointing Tech support
« Reply #8 on: May 21, 2014, 12:57:32 PM »

Please review this and try some of the suggestions to see if it helps any:
Router Troubleshooting Suggestions and Tips
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