ASUS TM-AC1900 wifi broken, how can I get service?

  • 11 February 2017
  • 60 replies
  • 398 views

BACKGROUND:

I purchased the ASUS TM-AC1900 device from the T-mobile.com website as a standalone device only, not-attached to any T-mobile account. It has been a great router, until recently has been giving me problems.

Order #3163151330, Placed 11/23/2016, Delivered 12/02/2016

PROBLEM 1: the wifi (both 2.4 GHz and 5.0 GHz) on my device (ASUS TM-AC1900) has stopped functioning.

If my laptop or phone device is directly touching the router I have weak signal, and if I take it beyond 1 foot away from the device the signal is dropped. There is no problem for devices connected directly via cables. I have spoken both with T-mobile and ASUS technical support specialists who have taken me through the steps of rebooting/restoring my device to factory default a couple of times. We have tried other software adjustments as well, including changing channels and altering some of the advanced settings without any improvement. They have recommended that I have my device replaced under warranty.

PROBLEM 2: the device is no longer available in stock for replacement.

I spoke with online sales support for possible replacement but they said it was not possible because the device is no longer available in stock. The only option they offered me was refund, but I am not interested in that, so they directed me to technical support again for possible warranty service since the device is only a few months old.

PROBLEM 3: my order was not attached to a T-Mobile account so technical support unwilling/unable to do warranty service.

Because the device was purchased outright without an account, there is no attached T-Mobile account which apparently is a prerequisite for processing any sort of warranty service. Because they were unable to help me, they direct me to the device hardware manufacturer (ASUS) for warranty service.

PROBLEM 4: ASUS states this specific router can ONLY be serviced by T-Mobile.

After extended conversation with ASUS over the phone with multiple reps (ASUS case #N170213759) they ultimately told me: "Upon researching your case, we find that your router, manufactured to T-Mobiles specifications. The TM-AC1900, can only be serviced by T-Mobile."

I have spent hours between T-mobile and ASUS phone support and I only seem to get redirected to someone else, so hopefully someone here will be able to help me. Is there no way for me to get warranty service on this device? No one seems to be wanting to help me out here.


60 replies

It is possible to fix this. I was SURE my wifi chip had burned out. Everything I tried failed. I couldn't 2.4ghz to work. Here's how I fixed it.

Search for FW_RT_AC68U_30043763626.trx and load it using the ASUS Recovery utility. This can be difficult so look online for various posts on how to use the ASUS recovery utility. This allows you to do an online update to the router firmware that should fix everything.

IMMEDIATELY after you set up the minimal to get internet access, check for upgrade. It should be able to find an upgrade from ASUS. Once it upgrades, turn off the router, hold the WPS button and turn the router on. Keep holding it until the power light flashes rapidly (about 10+ seconds). This will factory reset. Rebuild the router config from scratch, don't use an old saved config file. You should be back up and running.

I know this is too brief but I can't upload files and links are unreliable long term.

I am in the same situation as OP. Purchased ASUS TM-AC1900 last Nov from Tmobile and the wifi just stopped working. I called Tmobile support and was getting the run around as well. On the phone for over an hour and got transferred 6 time. Nobody there has any clue. Please either provide warranty or issue refund. Thanks.

Hi Amanda,

Would like to check any update on this? It has been almost 2 months after I provided the requirement information. No one contact me again and no update.

Would you please help checking...

Hi Amanda, I am glad I have found this page and I guess it will be my last resource/hope for getting my replacement router.

Please let me know if you can help me as well. I am having the same wifi issue like mnagali, plus I am a T-mobile customer.

I've had multiple conversations today with both T-Mobile and ASUS customer service and tech support and each claim that the other side is responsible for providing warranty. (I should contact Asus because T-mobile is no longer selling the router....Asus can only provide technical support and I should reach out to T-mobile regarding warranty and replacement.....😕 😠 )

Looking forward to hearing back from you with good news 😊

Phil

What about me? I'm getting the run around as well.

I have replied back to you with required information, Thanks for your help, and hop it could be resolved  soon.

Userlevel 5

Hey, York!

I'm sorry that you're getting the run around between us and ASUS as other users are. I'm going to send you a PM to gather more info so we can get this handled for you. You can check your inbox here.

I bought the router from Tmoible onlien directly, but they would not do the warranty since I don;t have T-mobile account, Being kick around between Tmoible and Asus, but none of them unwilling to the do warranty. This is frustrating,  If Tmoible do not want to fulfilling the warranty to non-cusotmer, why they sell it to public at first beginning. 

I am sure that the it is hardware problem.  There is no wireless telephone or microwave around,  It was working for a few weeks, and suddenly the wifi signal for both 2.4G and 5G HZ became almost non-exist over night, when nothing changed.

Thanks

I wonder if you placed a 2.4gHz device near the router.  Usually wireless telephones using 2.4gHz and microwaves can interfere with signals or do you have another router with the same frequency nearby?  Are you piggy backing the router from another router via Ethernet line?

I would suggest filing a BBB complaint and maybe contacting the place you bought it from. If they stated there was a warranty, it should fall between T-Mobile (since they are fulfilling other warranties) and the seller.

Hello @ @tmo_amanda,

Glad I found out this page by searching internet. I got the same router around last Thanksgiving without TMobile account.

I only started using the router last month, but after less than 2-3 weeks of actual use ,  the router's wireless signalling suddenly because almost non-exiting  over night.   I almost need to touch the router to detect  the wifi signalling , for both 2.4G and 5G.   I have tried factory reset, hard reset. restore firmware, leave the router powered off for 24 hours before power on.. Just the same.

I contact T-mobile customer service initially, and then was redirect between Tmobile and  Asus for warranty. I have called both Tmobile adn Auss twice , and both of them unwilling/unable to do the warranty work, after hours discussion on the phone.

I would appreciate it if there is anything you can do to help and can provide my order number/info.

Thanks.

/york

Not a T-Mobile customer? Oh no! I wish you luck! I got such a run-around on mine. Finally someone promised I'd be able to talk to an engineer (there's a bug in the firmware) and then I checked a few days later and got the old talk to ASUS, even though you can't put ASUS firmware on the router (without potentially bricking it).

Lot's of broken promises (I'm trying to avoid saying lies), people who don't understand their own firmware and run around.

Hello @amanda (tmo_amanda),

Glad I found out this page by searching internet. I got the same router around last Thanksgiving without TMobile account.

I only started using the router last month, but after less than 2-3 weeks of actual use ,  the router's wireless signalling suddenly because almost non-exiting  over night.   I almost need to touch the router to detect  the wifi signalling , for both 2.4G and 5G.   I have tried factory reset, hard reset. restore firmware, leave the router powered off for 24 hours before power on.. Just the same.

I contact T-mobile customer service initially, and then was redirect between Tmobile and  Asus for warranty. I have called both Tmobile adn Auss twice , and both of them unwilling/unable to do the warranty work, after hours discussion on the phone.

I would appreciate it if there is anything you can do to help and can provide my order number/info.

Thanks.

/york

Well, I was asked if I had a T-Mobile account, then asked if I was interested in getting one. I explained that I get my service from a third party provider through T-Mobile and was happy with the service.

It wasn't long after that the conversation turned cold. They had previously promised to get in touch with an engineer, but now all of a sudden, they don't do that and I am stuck with ASUS even though ASUS specifically said the T-Mobile provides the support for the router.

Basically, since I am not a customer, they won't help me and apparently don't want me to ever be a customer in the future by the way they treated me afterward.

I have the same router and sometimes it just resets itself to original specs.  If for some reason you attempt to connect to the router and can't find your customized access name and instead see CellSpot the router probably resetted itself.  I don't understand why this keeps happening but it only happens infrequently.

Glad you got some resolve. I'm less hopeful that I will get a fixed firmware. I may have to download it from elsewhere on the web. I'm tempted at that point to jailbreak it and put the ASUS firmware, or maybe even DD-WRT firmware, on it for all the trouble it's been worth.

Thank you for the tip, I will try contacting them via Facebook.  Hopefully I can also get this problem resolved.  I'll post an update if successful.

I've been trying to get the problem resolved for 2 months with no luck.  But I contacted T-Mobile's social media team yesterday (via facebook: https://www.facebook.com/TMobile/)  and explained the situation and linked to this page.

Within 24 hours I was contacted and offered a refund for my router.  So at least this has now finally been resolved to my satisfaction. I recommend you do the same in hopes this gets resolved for you also.  Good luck!

Unfortunately, I wouldn't hold your breath for a response at this point. I have not received a reply to my message from over 3 weeks ago. I even sent Amanda a private message, and still nothing. It looks like I will also be filing a complaint with the BBB, FCC, and the state attorney generals office. Maybe then somebody will help me. Keep us posted on how your BBB complaint goes.

Hi Amanda, please let me know if you can help me as well.  I've been having the identical problem and have been trying to get the problem resolved for the last two months.  As a final attempt, I actually just filed a complaint with the Better Business Bureau today.

Great news @mnagali

I am glad that T-Mo finally came through for you.

You deserve some kind of special award for tenacity and patience.

Happy 4th.

Art

I am thankful to say that I finally received my replacement router!  Thank you @tmo_amanda​ for helping move my case along.  As I am reading in this thread, this may not be an isolated scenario, but hopefully these guys will be able to get help faster than the nearly 5 months it took me!

Hello Amanda,

My issue is exactly the same as the OP and Travis above.  I do not have a T-Mobile phone number but purchased the TM-AC1900 last November from the T-Mobile website.  I only started using the router last month, but after less than 2 weeks of actual use I am having the same problem with the wifi signal failing and only being able to connect if I am 1-2 feet away from the router.  Of course I tried resetting to factory defaults and restoring the firmware, but none of that worked.  I have called T-Mobile customer service twice and was told I needed to speak to the specialized technical department.  After speaking to them and explaining the issue (even referencing this thread and that ASUS will not offer service for the product since it is a T-Mobile branded item), they still transferred me to ASUS technical support (who surprise surprise told me there was nothing they could do).  I would appreciate it if there is anything you can do to help and can provide my order number/info.

Thanks,

Brian

Userlevel 5

Hey, Travis!

I'm glad you stumbled upon this thread. I'm happy to take a look to see what we can do. I'm going to send you a private message within the next couple of minutes. You can check your inbox here.

Hi Amanda,

I just found this thread and I'm glad to hear things are still moving forward. I'm in the same boat as the OP. I purchased the TM-AC1900 router from T-Mobile's website last November but do not have a T-Mobile account. My router recently stopped working and I've had multiple conversations with both T-Mobile and ASUS support and each claim that the other side is responsible for providing service. Are you able to offer any help? I'm happy to provide proof of purchase and any other necessary information.

Many thanks,

Travis

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