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Smartthinq device constantly loses connection

After owning a Smartthinq air conditioner for 2 months now, and becoming very dependent on the wifi connection, I am very frustrated with the sensitivity of the wifi card in the unit.

Smartthinq device constantly loses connection

Posted on 2018-08-05 12:34:14 LG ThinQ Vote Up0Vote Down
After owning a Smartthinq air conditioner for 2 months now, and becoming very dependent on the wifi connection, I am very frustrated with the sensitivity of the wifi card in the unit. I have noticed that least little hiccup on my network causes the wifi card to disconnect, requiring me to setup the air conditioner in the app again. Merely reconnecting it is not enough either, this ill not work unless I fully delete the device from the app and then add it again as if  it were a new device. My first thought to stabilize it was to give it a static IP address in my router, but even this is not enough. I had to reset my modem yesterday and again today and found that even though my router had not been reset, the air conditioner still lost its connection, requiring me to reestablish it again. It's sort of defeating the purpose of having a smart appliance, if I constantly have to recheck connectivity every time I go to leave the house.  Are we due for a firmware update that will correct this? I cannot predict what the cable company will do to the connection, but recently they have been sending code down to my modem that makes it unable to reach, on a daily basis. I do not have this reconnection problem with any other device on my network, only with the Smartthinq.
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    RE: Smartthinq device constantly loses connection

    Posted on 2018-11-26 16:55:52 Vote Up5Vote Down
    @momcat1, Good day,

    I fully understand that the Smart ThinQ should be able to "auto" reconnect, I have submitted a Voice of the Customer (VOC) to our engineering department and hope they are able to make a firmware update to help with this.
    momcat1KenRiccimaitel
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14 Comments

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    RE: Smartthinq device constantly loses connection

    crisscrosscrisscross Member
    Posted on 2019-04-09 14:34:01 Vote Up5Vote Down
    I have same the problem with a washer and not with a dryer that I bought last week. So they didn't fix the firmware.  I called LG support and was told to do a system reset - pull the plug then hold the power button for 15 seconds or more then plug it back in and connect the wifi again.
    KenRicci
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    RE: Smartthinq device constantly loses connection

    KenRicciKenRicci Member
    Posted on 2019-06-26 15:20:48 Vote Up0Vote Down
    My washer does the same thing. Just bought in May. Dryer will stay connected and say powered down but washer constantly disconnects and requires pulling the plug and a reset. WM4900HWA
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    RE: Smartthinq device constantly loses connection

    KenRicciKenRicci Member
    Posted on 2019-06-26 15:22:26 Vote Up0Vote Down
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    RE: Smartthinq device constantly loses connection

    LarryHLarryH Member
    Posted on 2019-06-27 04:13:43 Vote Up10Vote Down
    I'm having this identical problem on my WM3700HVA washer.  It disconnects from WiFi daily.  The wifi symbol looks normal, but it is disconnected from my wifi. I do the 3 second press, which makes the wifi symbol flash, then turn solid.  This gets the washer back online.  However, 15 minutes later, it would be back offline.

    The DLEX3700W dryer has stayed connected quite faithfully.

    The appliances sit side by side, so distance from router shouldn't be the issue. Is there a solution to this frustrating problem?  
    KenRicciunhappyLGwasherOwner
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    RE: Smartthinq device constantly loses connection

    KenRicciKenRicci Member
    Posted on 2019-06-27 22:13:19 Vote Up0Vote Down
    So I just called customer service and went through all the trouble shooting I did with the rep. Reset, reinstall app, create separate 2.4ghz net work etc. and they reached out to the service department. Service said that you can’t have the dryer and washer connected to WiFi at the same time, which makes absolutely no sense.  How is that useful to anyone to only have the dryer or washer connected?  Anyways I’ve removed the dryer and reset the washer WiFi again. If it disconnects I’ll be calling back with my case number. Also my model is WM3900HWA I mistyped it earlier 
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    RE: Smartthinq device constantly loses connection

    KenRicciKenRicci Member
    Posted on 2019-06-28 11:49:20 Vote Up0Vote Down
    Removing the dryer did not help.

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    RE: Smartthinq device constantly loses connection

    DrAnthonyDrAnthony Member
    Posted on 2019-06-28 20:05:49 Vote Up0Vote Down
    Lg doesn’t know what to do.  My new LG refrigerator lost connectivity a month ago with the SmartThinQ app and I have done everything you are supposed to.  I also emailed that specific department and they never got back to me.  I guess when you aren’t skilled enough to know how to fix something you don’t respond.  I won’t ever buy another LG product again - their service is terrible.  The main folks respond and say the SmartThinQ dept. will get back to you but they never do.  Lesson learned folks - their service is terrible and they don’t know how to support their technology.
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    RE: Smartthinq device constantly loses connection

    sirmesirme Member
    Posted on 2019-07-05 18:57:58 Vote Up0Vote Down
    I am having the same issue. I bought more than 20 AC units for the reason to control them form distance. I managed to connect all of them to my network and everything was fine, but one after another got disconnected.  Now, all of them are disconnected!!! I have been waiting for LG to come up with a solution but it seems not possible.
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    RE: Smartthinq device constantly loses connection

    momcat1momcat1 Member
    Posted on 2019-07-15 00:38:54 Vote Up0Vote Down
    After a year of fighting with this, and of course now my warranty is expired, I took matters in my own hands. I bought an IR to wifi bridge unit, which solves the problem. I disconnected the air conditioner from my network and Alexa. Now the bridge connects to the network and holds the scheduling. I can access it from its app or from its website anywhere. If my network goes down, it comes back up automatically as soon as the network is restored. If someone needs to control the air conditioner manually, they can. In the meantime, I can check in on it from work, and I get alerts each day when it turns the AC on and off. Yes, it cost me some more cash, but at this point even if I could get LG to fix the problem it was going to cost me anyway. After experimenting with the cheaper ones, I settled on a Sensibo Sky. The cheaper ones really don't give the functionality needed. I looked at Cielo Breeze as well, but they couldn't guarantee compatibility without a purchase of their device.
    I don't believe the problem was ever LG's app. It was a either a faulty wifi card or a poorly configured wifi card in the AC.
  • Reply Title Icon

    RE: Smartthinq device constantly loses connection

    G_ManG_Man Member
    Posted on 2019-07-17 14:11:37 Vote Up0Vote Down
    Same issue with LG Washer WiFi (WM3900).  Just set it up for the first time on 7/15/19 and it constantly disconnects (dryer connection remain solid).  It sets up (and re-sets up) fairly easily, but there is no apparent reason for it to continuously drop the connection.  

    When I set it up, the washer downloaded a firmware update, but the dryer did not.  So, they may be working on a solution, but it's still not right.  

    The other thing is that when I set up the washer, I set it up with a non-LG account, but when I set up the dryer, it asked for me to set up an LG account.  Both appliances are showing up in the app and it only mentions the non-LG account when I removed the washer and set it up again (twice).

    I'll wait a few more days and see if I need to do a factory reset of the washer, and reload the app, to start over.

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    RE: Smartthinq device constantly loses connection

    crisscrosscrisscross Member
    Posted on 2019-07-25 17:25:08 Vote Up0Vote Down
    The LG specialist commented that the washer is an older design (it was brand new) and the wi-fi disconnects when the washer is not powered while the dryer is a new design that stays connected. I just upgraded to Android 9 and now both are disconnected. I have to try the set up again.
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    RE: Smartthinq device constantly loses connection

    lgfixyourwifilgfixyourwifi Member
    Posted on 2019-07-27 21:08:37 Vote Up10Vote Down
    I own brand new SmartThinQ-enabled washer and dryer set. The washer is a WM3900H*A.  It drops Wi-Fi constantly and Wi-Fi is one of the features that sold the machine. The washer Wi-Fi must be promptly fixed whether via firmware or field replacement of a defective or poorly equipped networking module. This is clearly a defect in design or build or both.

    To summarize what customers on this forum have said:

    - brand new 2019 washer regularly drops Wi-Fi connectivity 
    - brand new 2019 dryer does not; retains stable connection to wireless hub
    - LG rep allegedly states that the 2019 washer is fitted with “older” network equipment (if true, unacceptable design)
    - LG rep allegedly stated that the 2019 washer and dryer models are not meant to connect to Wi-Fi simultaneously (If true, ludicrous and unacceptable design)

    LG, we need a formal response because as you know there only a few people telling you about this problem in this forum but there are likely thousands of customers being affected by it. You are risking brand damage and therefore loyalty. 


    mrn66maitel
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    RE: Smartthinq device constantly loses connection

    robpayne3robpayne3 Member
    Posted on 2019-07-31 23:51:04 Vote Up0Vote Down
    I am having the EXACT same issue. Best Buy says to call LG.  LG sends a boilerplate "how to connect to WiFi" instruction sheet for non-tech savy people. Need a solution NOW.

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    RE: Smartthinq device constantly loses connection

    rkgriffinrkgriffin Member
    Posted on 2019-08-04 18:12:57 Vote Up0Vote Down
    Add me to the list of people that just bought the newly release WM3900HWA washer for it to have an older style WiFi module that always disconnects. I choose this washer mainly based on having WiFi. This is driving me mad. 

    LG definitely needs to recall this washer. 
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