Linksys BEFSX41 Cable/DSL Firewall Router

2 1/2 months into using our new Linksys BEFSX41 router I went to connect to the Internet and the router was dead (this was last night…I’m using an 8 year old HP Gateway Router right now). I have included what lead to my reason why I only give the router 3 stars to save others from wasting their time with product support.

With 25+ years of working with computer software and hardware, it didn’t take me long to surmise that the power adapter was no longer functioning-it wasn’t warm despite being plugged into a functioning surge suppressor overnight. I doubted it was the router that was the problem. My husband further tested the power adapter with a power meter and the adapter was indeed dead (we also checked another adapter that we knew was working to verify the power meter was functioning properly, it was).

I checked the Linksys web site to see about a warranty issue since it was past the 30 day Amazon warranty. I found that there was an option to replace a defective power adapter with no need to return the defective unit (that was a clue that there is obviously an “issue” with the power adapters if they have their own RMA Option). I figured “cool, this should be easy”…famous last words. I now needed to get an RMA# to have a new adapter sent…unfortunately, this meant calling the Linksys/Cisco “outsourced to god knows where” tech support (I have a better name…”waste of time NO-support”.

I ended up having to call THREE times because the first person didn’t give me an RMA# before hanging up (although he did agree with me that it was most likely the power adapter). My second call I was put on hold for just shy of 15 minutes with dead air before I finally hung up. My third and final call stuck me with an unbelievable airhead. After starting to ask me questions about an “ethernet card” (NIC), which had NOTHING to do with the router, she proceeded to ask me the same questions over and over, even though I had already answered her (“when did you buy the router?”…March 19th, “where did you buy the router?”…Amazon.com…”how many lights are on the front of the router?”…None, there’s no power getting to it…”so the power light isn’t even on?”….No. (this went for three rounds!)

Even though I explained that there was no power getting to the router because the power adapter was not emitting power, she proceeded to have me “reset” the ROUTER using the reset button. HELLO? There’s no power getting to the router so resetting it won’t do any good. I went ahead and held the stinking button in for 30 seconds. Now she says “how many lights are on the front of the router?”…NONE! There’s no power getting to the router!… And do you know what her response was??? “Okay, your router is defective. You will need to return it”….I held my tongue. I didn’t say what I really wanted to say to this poor excuse for tech support.

I got the RMA# I needed, checked the box for “replace defective power supply” option on the Linksys RMA web site page and proceeded with my request to have a new power adapter sent.

So, the moral of my story…If you can help it, avoid the Linksys/Cisco “tech support”, because in my opinion, it’s a complete waste of time and another fine example of useless foreign outsourcing…corporate America, BRING THE JOBS BACK TO THE U.S. for pete’s sake!

This is the second of these units I have used over the years and I have found it easy enough for beginners to set up and plenty of scope for more advanced useage. We use Macintosh systems here exclusively with only the occasional PC in use and have experienced no problems at all setting up the Firewall using the Web based configuration system.

The price is right for a front end hardware based Firewall that prevents a lot of the more common attacks. OF course like anything it can only stop attacks it recognizes so a Software Firewall that is constantly modifiable is also a good idea. I do feel that I have at least a decent sentry on guard for my Home network and it’s ability to email a list of attempted entries is useful, especially as a lot of these attempts are legitimate and I have missed permitting them access.

For a SOHO operation this Firewall would suffice in many cases.

Buyer Beware – I have been using for the BEFSX41 for over six months now. Initially everything was great, easy setup, tests from GRC showed everything looks good. Then it started auto-booting. To say the least it is very annoying waiting for it to come back in middle of web browsing. Testing hasn’t produced a consistent pattern. Contacted technical support – their solution is to revert to older firmware version. Old firmware version has known exploitable vulnerabilities, but tried anyway (they are tech support right) which reduced frequency of problem, but has not truly corrected the problem. I then went searching for answers – I’m not the only one seeing this and other problems. Check out […] Do search on BEFSX41 and read up on their forum. I’m sorry, but I haven’t started buying competitive brands to do comparisons so I can’t recommend a better alternative. Personally though I’m working on building a Linux based firewall. I know that is not a solution for most people, but illustrates my frustration with Linksys and their parent Cisco in this product and it’s support.