Complaints

This profile includes complaints for Linksys's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Linksys

  121 Theory Dr Irvine, CA 92617

• 

  Linksys

  17401 Armstrong Ave. Irvine, CA 92614

• 

  Linksys

  121 Theory Irvine, CA 92617-3045

• 

  Linksys

  Linksys 120 Theory Dr Irvine, CA 92617

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the MX8500 triple router system for $600. Within 1 year, one of the nodes went bad. I have spent over 8 hours on the phone with various technicians to have it reconnect, but all to no avail. It was finally determined that the node is non-functional and likely needs to be replaced but instead of replacing the node, they stated that the issue had been escalated to "higher authorities" for review. They stated that I would get a response within ***** hours. I have called daily and still every representative states that the case is "pending review" despite the fact that it has been over 14 days now. All I want is a replacement node so that my system will work adequately again. If they cannot do that, then I want a full refund.

• Initial Complaint

  Date:01/01/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 10, 2024, Linksys Customer Support Product Replacements sent me a claim form to wire transfer $345.91 to my bank account for defective equipment that I shipped to them. It was estimated that it would take 3 - 5 days for the transaction to be processed. On December 20, 2024 I contacted them again and was told that the ticket was escalated. On December 30, 2024 I emailed them to let them know I was contacting the Better Business Bureau as I had still not received a wire transfer/refund. I have not heard from them yet.

• Initial Complaint

  Date:12/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 6 refurbished MX5300 routers from an authorized retailer that came with a 90 day Linksys warranty. One of those mesh routers has experienced a failure within the 90 day warranty period. I attempted all the steps that customer service provided and after approximately 90 min in chat was told that they will not provide a remedy for this issue.

• Initial Complaint

  Date:12/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an entry-level Linksys home router ("AC1200", model E5350) via (*******? Best Buy?) around 2020 for maybe $20 (I don't have a receipt). The router was (and actively is; this is why I am reporting this) advertised as gigabit-capable in the user manual and on high-activity ******* (third party), Best Buy (first party?), and Amazon (first party) online product listings (links provided).********************************************************************************************************* ************************************ ************************************ ************************************** Across these sources, the "1.0 Gbps" (Amazon) / "1000 Mbps" (manual) router is said to provide speeds "up to 1000 Mbps" (manual, Best Buy) / "up to 1.0 Gbps" (*******, ******), with a transfer rate of "1 Gigabits [sic] Per Second" (*******) by using its "4 Gigabit Ethernet ports" (Amazon). The Best Buy link even erroneously wrote "1000 gigabits per second" as its Wi-Fi speed. In its "Compare with similar items" section, Amazon correctly notes that the device has a "data transfer rate" and "max upstream rate" of "100 megabits per second", despite this information being ignored elsewhere in the ********** actuality, the manual's "Specifications" section and third-party specification website reveal that all five of the "Fast Ethernet 10/100 Ports[,] 1x WAN [and] 4x LAN" are limited to 100 Mbps, making all of these claims of gigabit speeds impossible to achieve, by an order of magnitude.I, and many others, purchased this router because it provided an affordable way of achieving high internet/network speeds.

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family purchased a wireless internet router in October 2024 from ************ in ****. They mailed it to me and they paid $160.00 for the box. When I got the box and tried to connect it to my internet I was having problems. I called the 1800 number and they asked me for the serial number. After I gave it to the customer service representative he said " I can't help you because your past our one year warranty." I explained that we just bought it October of 2024. He did not care he refused to help me at all. The call ended. So here I am with this router I'm having a hard time connecting to any devices without tech support. I can't use it if they can't help me. My complaint is purchased in October 2024 I'm still under the one year warranty and Linksys refuses to honor my warranty and help me. Now I can't use it.

  Business Response

  Date: 11/26/2024

  Update for customer ******** ******** - Our escalation team assisted with adding a TV and printer to her network using the Linksys EA7450. The TV was successfully connected, but the printer could not be added. Since the router is functioning and other devices are online, the customer was advised to contact the printer manufacturer for further assistance.

• Initial Complaint

  Date:08/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After numerous support chats and calls with Linksys customer service, referrals to level 2 tech support, and many hours on the phone repeating same troubleshooting steps over and over, I was finally told that my MX6200 Access Points (x3) were defective and needed to be replaced. They were purchased about 8 months ago at Best Buy and are still under warranty. But despite all this, I am being refused warranty service and not being granted an RMA. The only resolution I got is to return the units to the store I purchased them from, but Best Buy won't (and is under no obligation to) take them back at this point. I just want an RMA.

  Business Response

  Date: 08/20/2024

  Update for customer *******************************. We have reached out to the customer to inform that in order for us to process his replacement request, he needs to return the defective units back to Linksys so we can ship out the replacement. ******** responded and advised that he already sent it back. We are still awaiting return of the defective unit. 

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since the purchase, the router has been experiencing severe connectivity issues, with frequent drops in internet access. I have diligently followed all troubleshooting steps provided in the user manual and have contacted your customer service department multiple times for assistance.Unfortunately, my experience with the support team has been unsatisfactory. On each occasion, the responses have been slow and unhelpful, and I have spent an excessive amount of time attempting to resolve the issue without success. Furthermore, when I sought a replacement or repair, I was informed that because the router was purchased from ***** it does not qualify for warranty service.I find this stance unacceptable. The purchase was made from a reputable source, and the warranty should be honored. Denying warranty coverage based on the purchase platform is not only unfair but also contrary to the expectations of consumer protection.

  Business Response

  Date: 08/01/2024

  Update for customer *******************. We attempted to contact *********************** regarding his recent support request but were unable to reach him by phone. Our technical support team has also sent a follow-up email but has not received a response as of now.
  For further assistance, please feel free to contact Linksys Technical Support at ************.

• Initial Complaint

  Date:05/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August of 2023, I purchased the MX6203 Mesh Wifi 6E system from Linksys, drawn by 20+ years of using Linksys networking components and the companys commitment to delivering reliable, innovative, and future-ready wireless technologies. These units are still under warranty. Unfortunately, my experience has significantly deviated from these expectations. Since shortly after purchase, my household has faced continuous issues with disconnects and inconsistent coverage, which I have determined stem from configuration and firmware problems, not from power supply and other external issues.Despite numerous interactions over the past almost two months with Linksyss technical support team, a resolution has not been forthcoming. I have requested replacements for all three units, only to encounter numerous suggestions for reconfiguration and testing of the system. We have tried all possible configurations, and now the issue has been escalated to engineering, with no response back. On May 3rd, 2024, I emailed *******************, the Chief Products Officer ***** at Linksys, to seek his direct involvement in resolving these ongoing issues, which are negatively impacting my business operations and household security. I have not heard back from **************, nor anyone in his office.We are seeking assistance from the BBB to address business disruptions and risks associated with our household security system being offline throughout our ongoing dealings with Linksys.

  Business Response

  Date: 05/22/2024

  The concern reported by customer ******************* has been reported to our engineering team and they are currently investigating the matter. Additional information was requested and that is to gather the sysinfo logs  which can provide a deeper analysis on what is happening to the router. We are waiting for their detailed feedback and share this as soon as we have more information.

  Customer Answer

  Date: 05/24/2024

  I am now at about 2.5 month into a Linksys case that still is not resolved.

  When I request an update, I am told that they are planning to replace my equipment, and get my current equipment back to their quality department for a deeper test, but they just need me to do another test, or get another file from it. Once done, I don't hear anyting again until I request another update!

  I still have to reboot my system one to two times a day, and I still cannot get any further. Not sure if I need to replace the linksys equipment and purchase something different, I have no information about what kind of problem this really is, and how confident Linksys is that they can actually solve it, and that even though I don't believe my setup is especially unique. I feel like I am being stringed along. I need to get to a resolution and get equipment that work.

   

  Business Response

  Date: 05/31/2024

  We greatly appreciate your patience and cooperation during this process. I wanted to inform you that the concern reported by the customer has been escalated to our engineering team, and as part of our efforts, new firmware has been released to address the problem encountered. We are maintaining ongoing communication with our escalation team and the customer to gather the logs as requested by the engineering team to provide further feedback. 

• Initial Complaint

  Date:05/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been a happy Linksys customer for a long time; as time to time if a router would stop working I could call Linksys and within a hour my router would be working again. Today I had a issue with my Linksys ea9500 router because I had a phone line issue where and I had to unplug my ************** but after that my Linksys router stopped working. So I called Linksys, they tell me my ea9500 is expired for help but they help me anyways, I got the 192 code I needed and I logged to get the router working again but my issue was my router ea9500, I love it, it's a great router which is still their fastest router but they said it's old and I should buy another one because they can't provide customer support but it works so why should I replace it. The Interesting thing is that router isn't that old, it's still considered a highly rated router so I don't want to replace it especially if it's doing everything I want it to do. Because they don't support it anymore so they won't allow a extended warranty, I have to buy another ea9500 router to get a 3 years service protection on it but I don't need another one if my works just fine.

  Business Response

  Date: 05/13/2024

  Update for customer *************************** who has the *************************** ********** AC5400 Gigabit WiFi Router. After reviewing the case, we found that the router is now beyond its 3-year warranty period. During the recent contact with us, we provided technical assistance and attempted to follow up, but we were unable to connect with them. Currently, we do not offer an option for customers to pay to extend the warranty beyond the initial 3-year period. We have a comprehensive Knowledge Base on our support site that offers a wealth of information and can help answer many technical questions you might have. Please feel free to visit our Linksys Support Knowledge Base for troubleshooting tips, guides, and solutions. (*********************************************************************)
  
  "Linksys provides Complimentary Assisted Technical Support for the Warranty Period to get your hardware up and running. Complimentary Assisted Technical Support includes technical support (by phone) and live chat (through your computer)." (******************************************************************************************************* )

  Customer Answer

  Date: 05/14/2024

  The ea9500 router it's still a widely used router regardless if it's not in warranty anymore. If I bought another same router they would supply the 3-year warranty would proof of purchase. So it doesn't make sense to me you can still buy these routers on the market brand new and they're highly talked about yet they don't want to come to terms that good routers they don't want to support customer service for anymore. They want you to buy new products when products are not that old like this one the ea9500 works perfectly fine. Did they try to reach out to me I've already said that the router works right now. There's nothing wrong with it. When there's something wrong with it I like to call them for any technical support but it is a very good router. 

  They should be happy that a customer is telling they they make good products and all I asked for is they should continue service on products that are widely used. Them not providing service for a router like the ea9500 just seems ridiculous. So I'm just rejecting their input because all they want me to do is buy a new router when the one that I have the ea9500 is working right now, I've never had any real issues with it. Basically simple login information and you're back online again. 

  So I'm asking them they need to reconsider providing technical service on products that are still widely used and are very well liked by their customers not to tell them to walk away and buy another product. If they're good products out there their headquarters should continue to provide some customer support. That's what I'm asking.

  Business Response

  Date: 05/22/2024

  We truly appreciate the loyalty to the Linksys brand and fully understand where they are coming from. It is true that the EA9500 is a rock-solid product, and we are happy to know that their router is still performing well. We offer a 3-year warranty and support on these products and beyond that warranty period, we have an extensive list of knowledge base articles to help with configuration and setup issues. We are happy to provide phone and chat support to all in-warranty products, but we cannot provide that support indefinitely due to the costs associated with doing so.
  
  Over the years, Wi-Fi technology has greatly improved,and we would love our customers to be able to experience the benefits of having a future-proof network. We do understand that ******************** do not have a need for such technology now and we will look into your suggestion of having a service offering as an alternative option.

• Initial Complaint

  Date:04/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Despite multiple attempts to address and rectify the situation through Linksys's customer service channels, my efforts have been met with inadequate responses and a lack of accountability, culminating in an unresolved refund discrepancy.The core issue stems from the purchase and subsequent return of a Linksys - Velop Pro 7 BE11000 Tri-Band Mesh Wi-Fi 7 System, consisting of four nodes. The system failed to perform as advertised, leading to significant disruptions in my daily activities and work. Despite following the company's recommended troubleshooting steps and engaging with their Tier 2 support team, the issues persisted. I was informed by Tier 2 support that the problems were due to a known engineering flaw, which had not been disclosed to customers at the time of purchase.Given the unresolved nature of the product's defects, I initiated a return and requested a full refund. I submitted all required documentation, including two receipts, through Linksys's Return Merchandise Authorization (RMA) process. However, I only received a refund check for $799, which covers only three of the four returned nodes. This partial refund does not reflect the total cost incurred for the defective product.Moreover, my recent attempts to resolve this discrepancy have been met with a concerning lack of response from Linksys. Despite multiple emails and a phone conversation with a representative named *******, who assured me that the matter would be escalated to customer service, I have received no further communication or resolution.This lack of responsiveness and accountability is unacceptable and not indicative of the customer service standards one would expect from a reputable technology provider. As such, I am seeking the Better Business Bureau's assistance in addressing and resolving this matter. I request a full refund for the fourth Velop unit, in accordance with the documentation provided and the products returned.

  Business Response

  Date: 04/22/2024

  Posting an update for customer ***************************. Customer was provided a refund for all 4 nodes that were returned to Linksys (1 MBE7003 and 1 MBE7001). Our warehouse initially responded that based on the description on the package it was for an MBE7003 (3 nodes only). After sorting out the package, we were able to validate the total number of units received. Refund process started as of April 15,2024 and customer has been notified that it usually takes about 30 days for the return and refund process. 

  Customer Answer

  Date: 04/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me assuming I receive my refund. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************