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Hi
We install equipment in domestic houses in UK. The equipment is monitored over the internet via ethernet connection and the usual RJ45 connector. The equipment is usually installed in a utility room or garage, so the ethernet cable isn’t usually long enough to go directly back to the router….instead, our customers use “TP Link” type comms_over_mains connections, or a wifi repeater, to get comms back to the household router.

Even though the installer checks for internet connection at install time, about 20% of the units loose internet connection at some point. We don’t know why.

Do you know why this might be? And how we can restore internet connection?
We wonder if maybe the installer isn’t properly making the RJ45 connections?…or maybe the RJ45 doesn’t have good strain relief?
The telephone calls that we get from our customers, moaning that their equipment doesn’t have internet connection, is swamping our customer services dept.

Do you know how we can diagnose? Preferably without having to go round customers house, (but we will do that if we end up having to.)
 
Hi
We install equipment in domestic houses in UK. The equipment is monitored over the internet via ethernet connection and the usual RJ45 connector. The equipment is usually installed in a utility room or garage, so the ethernet cable isn’t usually long enough to go directly back to the router….instead, our customers use “TP Link” type comms_over_mains connections, or a wifi repeater, to get comms back to the household router.

Even though the installer checks for internet connection at install time, about 20% of the units loose internet connection at some point. We don’t know why.

Do you know why this might be? And how we can restore internet connection?
We wonder if maybe the installer isn’t properly making the RJ45 connections?…or maybe the RJ45 doesn’t have good strain relief?
The telephone calls that we get from our customers, moaning that their equipment doesn’t have internet connection, is swamping our customer services dept.

Do you know how we can diagnose? Preferably without having to go round customers house, (but we will do that if we end up having to.)

Do you not have an ethernet cable tester? You could easily eliminate cable problems then.
 
Using TP Link style networks can be unreliable for monitoring systems, as traffic isn't constant and often light they tend to 'go to sleep' and lose connectivity. Ideally a wired link back to the router is often the best option.
 
Thanks, do you think the way we can proove to the customer that their links are at fault (rather than our equipment) is to get them to connect their router directly to our equipment (without the TP links)....then if they get internet connection to our equipment, it prooves that the TP links are at fault?
 
You'll have to stop using tp link anyhow

Problem without the secure connection it's like a blame game

You could do something like instruct the customer that they need a wired connection in place prior to arrival and then you fit the equipment

You could fit it but your on the hook for connectivity then which is what u don't want

You monitor connectivity and any issue is then their problem but will hit sales I dunno
 
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Thanks, i am wondering how these TP links manage to get sold to people? They seem to be terrible.....and it seems possible that our multiple customers with this problem are suffering from the TP links.
 
If you have a network that has a fair amount of traffic on it then these links are fine and when they do freeze people tend to notice and reset them.

As I said earlier on low usage networks they tend to go to sleep but no one realises as they're not trying to watch something on Netflix through them.

I would consider a hard wire back to the router, boxes of CAT5e and RJ45's are cheap enough to make cables up on site to the specific length needed.
 
All the comments above are of value, and reflect the reliability or other wise of TPLink or similar. My experience of such devices has been very good over the last 15 years,but you do need to reset sometimes, just as with many devices.
What I would like to know is what systems is the OP installing in customers' homes, and how vital is the monitoring, because if using a TPLink instead of hardwiring is causing a problem, then the installation practices have to be addressed.
The fact that your customer services department is being swamnped must surely tell you something?
If a wired connection is required, which is clearly the best idea, why don't you insist that your installers do this? is it a price-point you have imposed? Is it ok to get a sale then fail to support your customers? Are the contractors to blame, or are they given a price to work to, so every customer gets the same job regardless of their actual, unique situation?
One think you can do is send a competent person to test the installation as a whole, the RJ45 terminations etc. and eliminate those items. After that, turn your attention to the "links" which, while often fine are still a cause of unreliability issues.
Any home-owner using such devices know they have limitations, so if the WiFi goes down in the family room, they can fix it. However, if you have a complicated installation which relies on "gadgets" for its performance, you have a real problem, sorry.
 
Thanks, i am wondering how these TP links manage to get sold to people? They seem to be terrible.....and it seems possible that our multiple customers with this problem are suffering from the TP links.
They get sold as a "solution" to a problem. To be fair, they do a job provided you are aware of their limitations - one of which is that they cannot be as reliable as a proper ethernet connection.
They became popular waaay back when BT started selling TV over the internet and people didn't like the idea of having to get a network cable to the TV - so BT were pushing these PLT devices as a solution. They should be illegal, but are still on sale because the regulators who should have stamped down on them hard put a heck of a lot of effort into demonstrating why it wasn't their problem.
By design, they put a lot of radio frequency energy into cabling that is 100% guaranteed to be unsuitable to contain it, and so by design they cause massive radio interference over large areas. They neatly avoid failing the EMC tests by doing them when plugged into a filtered socket so that the signals can't get into the wiring.
See Welcome to Ban Power Line Technology - https://www.ban-plt.org.uk/ for details.

Realistically, if an internet connection is essential, then you need to insist on a reliable connection<period>. And that really means being prepared to say no to potential customers who value "not having that unsightly cable" over whatever it is that you install.
I've dealt with customers who can't see past the cost. In a previous job, we had a right tight-a**e customer who'd bodged up his own internal network and tried to make it our fault that the tills didn't work reliably when his shoddy crimping failed, or the lemurs chewed through the cables. Eventually, when he realised that it was costing him more in our call out charges, he'd let us (i.e. me as the only one in the business cable of crimping a plug on properly) fix the worst problems - such as installing the wire armoured cable we'd originally recommended ? That sort of customer you can do without, because, as you've found out - it ends up costing you money.

If you really, really must have a reliable connection then you'll need to upgrade your kit - add a mobile network connection and run redundant tunnels back to base. It won't fix the fundamental problem, and it'll cost, but it'll treat the symptoms and also (if you do it right) allow the kit to report to you that it's lost it's primary connection. That's what many alarm systems do (or did, technology moved on) - primary link via Redcare, backup via 2G mobile, and the unit can alert the monitoring station if the phone line is lost as well as still raise alarms.
But as long as you permit poor quality bodged connections then you'll have these problems.
 

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