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What is wrong with the support team

T_H_E-Voice
Explorer

Getting support is worst that pulling teeth these days. Are you understaffed? I sent my Pro in for a issue in December and I didn't get it back until February.  YOU say you have a 3 business day turn around to evaluate and send back the replacement. We exchanged more than 67 email for that service. P.S. I was given $50 store credit for my troubles with that service.

I have the Air Bridge now and that wont work like it is suppose (never worked) too. Using that chat support option is a joke because it takes more than 5 mins for the tech to respond to any statement. Sometimes there response is so slow I find myself asking are you still there. I got so frustrated with the delay in the chat that I closed the chat ticket and scheduled a phone support call. Wouldn't you know it, no one called so I opened another chat support (1hr past my appointment time)  to ask if someone was going to call.  I was fed a lot of boiler plate responses, bunch of apologies and one statement that blew my mind (direct from conversation)

"I truly understand your situation. As of now, our team is currently handling a high volume of call request. However, I have highlight this issue to our team so that you will be receiving a call from us soon. Please be advised to wait for our team to call you for now. I apologize for the delayed and inconvenience caused."

Well isn't that why your scheduling appointments to manage your call volume? 

Support Team,  You know you spend a lot of time apologizing. That should be a indication that you all are not servicing your customers well. 

I've been a owner of a Quest since day one of the very first release. I received my first Quest 2 day one of its release(purchased 8 of then in total)  and the same for the pro day one.  I guess you grew to quickly because support used to be good.  I'm so disappointed with support now.   Since I can't get support help with the Air bridge I'm just going to return it and get my money back. Thanks for not supporting!!!

1 ACCEPTED SOLUTION

Accepted Solutions

T_H_E-Voice
Explorer

Air Bridge. Review earlier messages. I've clearly have given pics of what I have done. This is why I prefer to talk with someone, so I don't have to keep explaining things as your shift changes.

You know what, I'm just going to return the device and use that money elsewhere.  I can continue to use my AP's like I've done for years with Air Link. You can close my support request as unresolved.  

View solution in original post

9 REPLIES 9

MetaQuestSupport
Community Manager
Community Manager

Hey there @T_H_E-Voice! We would love to give you the support you clearly deserve by looking into this Air Bridge issue for you, if it isn't too late. Please let us know what exactly is going on with the Air Bridge and we'll see what needs to be done to get you back up and running as quickly as possible! You can also send us a PM if you would like us to look more in depth to the chats you experienced by selecting our name to get to our profile page, or clicking here, then clicking "Send a Message" to privately message us. 

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

Let me first say the air bridge has never worked. This is the issue I'm facing is when the HMD connects to the air bridge, the air bridge shows up as an available PC but is greyed out. See Attached pictures. In the foreground pic from HMD you can see that the air bridge is in the list and shows as not connected. In the background you can see it is the selected Wi-Fi.

In the desktop app pic you can see the Air bridge is connected and the HMD in not connected there is a general device problem. If I connect to my own WiFI I don't have this issue HMD PicHMD PicDesktop Pic while connected to Air BridgeDesktop Pic while connected to Air BridgeDesktop While connected to my WiFIDesktop While connected to my WiFI

Thank you for explaining the issue in great detail (and for the screenshots), @T_H_E-Voice! There are some troubleshooting steps we can definitely recommend for you in this case. Please try these out:

 

  • Make sure you aren't using a VPN
  • Reboot the PC
  • Reboot the headset
  • And Factory Reset the VR Air Bridge within the Meta Quest PC app

 

Please let us know if it works for you or not and we'll see what route we need to take from there.

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

Not on a VPN and I've tried your suggestions several times before reaching out to support. I have tried all the suggestion that are applicable in https://www.meta.com/help/quest/articles/headsets-and-accessories/oculus-link/d-link-vr-air-bridge-t...

Can you let us know what specs your PC is running? This could be a indicator as why the Air Bridge could be acting wonky. You can check the requirements here.

 

Also, we do want to make sure you are connecting to the Wi-Fi's 5Ghz bandwidth (although ethernet is preferred). 

 

Can you also check a few things for us:

  • Has your internet provider set any connection restrictions?
  • Do you have any internet or packet managers?
  • Any firewalls or antivirus enabled?
  • Make sure your headset is up-to-date.
  • If you’ve set up Air Bridge in the past and gone through the new user experience tutorial, you can factory reset your device from the PC app. To do this:
    1. Open the PC app
    2. Click Devices
    3. Click VR Air Bridge.
    4. Click factory reset.
    5. Click Reset to confirm.

We hope to hear back from you soon!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

16gb ram, Ryzen 7 2700 8 core, RTX 3060ti 

Yes I have firewalls or antivirus enabled!

Yes, My headset is up-to-date.

No I've not set up Air Bridge in the past and gone through the new user experience tutorial. 

I have factory reset a dozen times. To keep doing the same thing and expecting a different result...

I have a Support call in for 11 am PST Right now it is 12 noon PST and I have not heard from your team yet. I bet you will say you tried to call and couldn't get me. 

For clarification, did you factory the Air Bridge or your headset? You said you haven't setup the Air Bridge, but were able to reset it?

 

 

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

T_H_E-Voice
Explorer

Air Bridge. Review earlier messages. I've clearly have given pics of what I have done. This is why I prefer to talk with someone, so I don't have to keep explaining things as your shift changes.

You know what, I'm just going to return the device and use that money elsewhere.  I can continue to use my AP's like I've done for years with Air Link. You can close my support request as unresolved.  

@T_H_E-Voice I took the liberty to look up your ticket number and talk with some people. 

I went ahead and noted your ticket for someone to look at because it appears you're already with the specialist team who can look at any possible options. I'd suggest continuing there. 

Sometimes it's okay to be a little Bing Chilling