Requesting support

FrontierBV has a team of experienced Peplink Certified Engineers (PCE) committed to provide technical support to our partners.

Email support@frontierbv.com or call +31 (0)24 3660012 for technical support.

Technical resources

There are 4 repositories for technical resources.

  1. Product user manual – a complete product manual that goes through every feature in details.
  2. Peplink knowledge base – a collection of of how-to with detailed step by step instructions.
  3. Peplink community forum – a community where you can ask for help on product features, network designs, request new feature, provide feedback or everything Peplink.
  4. FrontierBV Peplink tips and how-to – a blog on our website where we will regular publish Peplink tips and how-to. You can subscribe to new post on the homepage.

Be sure to consult these 4 technical repositories before requesting for support.

Diagnostic report

Diagnostic report contains diagnostic information that would allow the Peplink support team to understand and evaluate the issue you are having with your Peplink Balance or Pepwave MAX router.

Go to Diagnostic Report page to see how you can download it from your Peplink Balance or Pepwave MAX router.

Peplink engineering philosophy

Peplink in an engineering-centric company with a firm belief in innovation.

More than 75% of the people at Peplink are engineers and developers with a sole focus on product development and innovation.

Peplink develops features that customers demand and improve product performance, as much as 2.5x times more routing throughput, and deliver them to all customers by free firmware upgrade.

This is how Peplink leads the way in software defined WAN (SD-WAN).

This also means that the product documentation has a difficult time catching up with the rate that Peplink is innovating and the new features and improvements that Peplink is bringing to the customers.

Keep in mind to:

  1. Always test a feature or network design with the latest firmware.
  2. Always look out for the latest documentation and be not surprised when you come across obsolete documentation that contradicts with your test results. Peplink rather invests their engineering resources in product development and innovation than maintaining obsolete resources.

Peplink Priority Support

As a Frontier Peplink Partner, you have access to the Peplink Priority Support team for priority technical support.

Before contacting Peplink Priority Support, be sure to:

  1. Understand Peplink engineering philosophy.
  2. Look through the technical resources.
  3. Upgrade your Peplink to the latest firmware.

To help Peplink better understand your technical issue and to facilitate a timely resolution. When contacting Peplink Priority Support, please include/do:

  1. Product model
  2. Product serial number
  3. Product firmware version
  4. Diagnostic report
  5. Enable remote assistance
  6. And specify if you are unable to include any one of the above.

And email them to Peplink Priority Support team at priority.support@peplink.com and cc support@frontierbv.com.

After contacting Peplink Priority Support, you should receive an acknowledgement email from Peplink with an email title that starts with “[Ticket #xxxxx]”. The 5-digit number after the # sign is your support ticket number. Please quote your support ticket number when requested and keep the email title unchanged when exchanging with Peplink.

If you do not receive an acknowledgement email from Peplink within an hour. It means your support request did not reach Peplink successfully. Please email again your request.

Once you have the acknowledgement email from Peplink. You should expect to hear back from Peplink within 2 business days. If you do not, please send  a follow up email for update quoting your support ticket number.

Remote assistance

Remote assistance allows the Peplink support team to remotely and securely access your Peplink Balance or Pepwave MAX and perform diagnostics.

Go to Remote Assistance page to see how you can enable it.

USB 4G LTE/3G modem

Peplink Balance and Pepwave MAX router support hundreds of USB 4G LTE/3G modem. You can view a full list at http://www.peplink.com/technology/4g3g-modem-support/.

Please make sure your device is running the latest firmware for full compatibility.

If your USB 4G LTE/3G modem is not on the list, it may still be supported on your Peplink Balance and Pepwave MAX routers because many USB 4G LTE/3G modems share software driver. Please insert the USB modem to your Peplink Balance and Pepwave MAX router and see if it is recognised.

If you USB 4G LTE/3G modem is not working, first make sure your device has the latest firmware, then verify that the USB LTE/3G modem is working on a PC/laptop.

If the USB 4G LTE/3G modem is working on a PC/laptop, then please have the USB LTE/3G modem plugged in to the Peplink Balance or Pepwave MAX router, connect the Peplink Balance or Pepwave MAX router to the internet by a landline or by Wi-fi, enable remote assistance, and contact Peplink Priority Support with the following information for software driver development.

  1. The make and model of your USB modem
  2. Name of your 4G LTE/3G carrier
  3. APN, username and password, if any
  4. SIM PIN, if any
  5. If the USB 4G LTE/3G modem is working on PC/laptop (yes or no)

Peplink engineering team develops software driver rapidly. It could take as short as days to have your USB 4G LTE/3G supported. Please keep the Peplink Balance or Pepwave MAX router connected to the internet with the USB LTE/3G modem plugged in.

Product firmware and user manual

Peplink regularly releases newer firmware to add new features and fix bug. Having the latest firmware on your Peplink will ensure access to the latest feature and a trouble-free deployment.

Always use the latest firmware for a new deployment.

The latest product firmware and user manual can be download at http://www.peplink.com/support/downloads/

Older product firmware can be found in the firmware archive at http://www.peplink.com/support/downloads/archive/

Technical handbook

This technical handbook is a collection of documents that aims to help our partners support their Peplink customers.