This may be my last post, so before I leave I want to say some important things:
This problem has been going on for almost a full year. LG has failed to correct it or do anything to try to fix it reasonably in that time period. I even had an LG repair man come to my home and saw the Wi-Fi disconnect. He was told by LG they did not consider it a problem as long as the machine washes clothes. The repair man was so embarrassed that he actually apologized to me.
A conversation with the LG President's Office told me if the Wi-Fi doesn’t work it is not a problem they need to be involved in. Doesn’t matter if you bought the machine because it was Wi-Fi compatible.
I was so fed up that I contacted the Better Business Bureau which is worthless. Then I contacted the Attorney Generals Office and they did start to get involved. They also put me in touch with some lawyers to start a class action lawsuit. I also contacted Consumer Reports Who told me they were going to revise the ratings. At the present time the rating was very high for LG.
LG has made it very clear that they don’t care about the customer, and their customer service is crap of the lowest level.
After all this: I am sure LG was contacted by the Attorney Generals Office, Consumer Reports, and a law firm that specializes in class action lawsuits, This FINALLY got the attention of LG. Now they’re actually getting nervous. So now they release a firmware update for the washing machine that actually works!!!!!
I have used the washing machine for several days now. I am satisfied the update is reliable and works. It reliably and consistently connects to Wi-F I. I always get a notification when the cycle is finished.
I think it is disgusting that I had to waste so much time making phone calls, and gathering documents for a class action lawsuit. I am positive this is the only reason LG has fixed the washing machine. LG has no remorse for the aggravation they have caused their customers.
The only reason LG made it finally work was to save their own skin.
@chrismac88 - Perhaps you can reach out to @ambsmi2001 ;(who seems to be an LG moderator - take a look at the postings in previous pages). I hope she can help.
Oh no! I can’t believe I hadn’t noticed before now that I have a different WiFi module than y’all! Great, so it looks like this latest fix is not for me . Do they even know some of their washers have the Qualcomm modem? Sigh. I hope they eventually get around to fixing mine too.
@Chrismac88 - Your WM3500 seems to have a different WiFi modem than mine (and possibly many others in this forum). The label “QC_modem” seem to imply your machine has a WiFi modem manufactured by Qualcomm. (I can’t confirm this unless I see the schematics, but it’s likely.) I also have a WM3500CW, but my updated firmware version is “202.18/clip_hna_v1.9.048”, which seems to imply that the WiFi modem in my washer is manufactured by a different modem company than yours. So, I think your issue cannot be resolved by the latest firmware update.
Ironically, my dryer has the firmware version “QC_modem_1.2.79” which implies that it has the same WiFi modem as the one in your washer, and my dryer has been working fine without any issue. But I guess the same QC_modem doesn’t work well in a washer.
So far, the updated washer software v1.9.048 has been working fine for me for a couple of loads. I am not ready to declare success yet, but it looks promising. Will update if I see any issue.
how did you all receive the update? did you have to do anything specific for the washer firmware to be updated? for those that have the update, are you on iOS? or Android? the last iOS SmartthinQ app update was 2 weeks ago, so if there's a newer version, it's not on the iOS App Store yet.
@chrismac88 did you reset your network? The last time I went through a full reset I forgot to reset my network and my dryer was giving me that same error message. I disconnected power from machine, deleted the unit from the app, turned off my router for 30 seconds, turned router on, added unit back to app. I use an iPhone, if the WiFi doesn’t give me the option of entering the password I click “forget this network” on my phone and then enter the password for the machine and it should set up normally. I never had that issue again after that.
As far as the last washer update my machine has been working properly for the last 2 days, very happy 😁
For those of you who say it’s working, are you able to download a cycle to the washer when it’s powered off like you can the dryer? Or do you still have to power the washer on first?
sorry for all the messages this morning......not sure what happened, but I'm no longer receiving the "network instability" message. I turned the washer on, ran a smart diagnosis on it (which passed fine), and now I no longer get the "network instability" pop up. However the washer will still go from Power Off to disconnected, and my software version doesn't seem to have changed.
So since it's been working for some of you this morning, but not for me, I decided to go thru the steps I've previously done per instructions from LG support (1. unplug washer, 2. delete washer from app, 3. delete app, 4. reinstall app and sign in, 4. restore power to washer, 5. add washer to app) and now I'm worse off than before. It goes thru like it has successfully connected to the network and added to the app. And the main product status screen correctly shows that it's powered on and in standby. But if I tap on Washer (to download cycle, or whatever, even to just view software version), I get a pop up saying "Network Instability - Washer is either off or not connected to the network"......I have no way now of even checking the software version of the washer. Because once I tap ok on that error, it takes me back to the main status screen. Now what????
Where are you all seeing the 9.048 part of the version number? When I look at the version number of my WM3500 it says: 202.18 / QC_Modem_1.2.79 / SAA40090903.0000635f.0,SAA40175703.00007abb.0
I got the prompt to accept new terms this morning, but my washer is still showing disconnected in the app, even though I did a load of laundry earlier.
I was at work this morning and suddenly my washer WM3900 reported "cycle completed, take out clothes...." I was wondering why it did that for the first time (I never saw it ever since I got the washer few weeks ago). Finally when I got home the app ask to agree with "Term & Conditions", I did. Alas, I tried to turn ON and OFF the washer several times and my Iphone synch-up with it. Looks like it is working good! I checked the software, I got the latest.
We successfully completed a load of laundry today with the washer performing flawlessly. The washer has remained connected in the SmartThinQ app all day. Status is reporting correctly. Push notifications worked at the end of cycle, and I was able to power off the washer using the app (just for fun!). It is looking like this latest software update has resolved the issues. I will post again if we have problems. I hope that others are seeing good result with the new software!
We sent you a private message to obtain information from you so that we could assist, sadly, we never received a reply. Please uninstall the App and reinstall, if it does not prompt you to accept new Terms & Conditions, it is not on the newest software.
This morning I did a wash, and it connected to Wi-Fi automatically.
It actually worked properly this morning. The new software update may have finally fixed this mess.
I’m not ready to say it is a actually fixed yet. This is only my first day checking out the new software update I hope it did not connect on a fluke and that it actually is fixed but I won’t know for a few days because it may have just been a fluke that it worked properly.
Our washer just updated to 202.18 9.048 this morning. It was previously at 202.18 9.041. I am encouraged to report that the washer properly reported Standby and Power Off status AFTER I did the reset routine shown above. I then turned it on and off three times. The SmartThinQ app properly reported the status. I am leaving the washer powered off. We will see if it stays connected. I plan on doing some laundry this weekend, so let's hope that we have good results in completing a couple of cycles successfully.
Just received my washer and dryer, I have the same issues with wifi as everyone. Sad to see that LG has no announced plan of fixing the issue, nor any Firmware update roadmap. I will be returning the units. Thank you Costco.
I just tested my washer with version 202.18. The new firmware didn’t solve anything. Same problem exists as before.
LG - Don’t you ever test the firmware before releasing it? This problem is so obvious that anyone should be able to reproduce the issue during your quality assurance process. What’s the point of releasing a new firmware if it doesn’t fix the most fundamental and pressing issue? I thought you were just ignoring the issue, but now I am beginning to think your firmware and QA teams are completely incompetent and incapable of basic engineering. What a mess.
A representative from the presidents office of LG said as long as the washing machine washes clothes if the Wi-Fi doesn’t work we don’t consider it to be an issue or problem that needs to be fixed!!!!!!!!!!!!!!! If I wasn’t worried about wall and stair damage I would’ve returned the washing machine Right after this immediately.
LG has no plans on fixing this EVER. they made that very clear to me
Hello JamalofLG. My problem is the same as the others. You already have all of my info as this has been going on since I purchased the unit in January 2019 (Dryer works fine but washer goes into "DISCONNECTED" state after cycle complete, and thus I cannot remotely control.) My posts from that issue are still on this thread. A factory rep came out and determined that the issue is in the firmware and he supposedly escalated the issue. Then there was a firmware update in May but it did not resolve this issue for myself and all others on this forum. Now I am approaching the one year warranty expiration and there is still no resolution. Clearly this is an obvious problem across the board. Can you discuss with the developers and engineers at LG and let me know of the status. Many others are waiting on this same issue. Please advise.
By the way, I've come to the realization that the moisture sensor in the matching dryer doesn't seem to do anything on mine. If you have the same dryer, could you jump over to this new topic I created and let me know if yours behaves the same way?
That's the version I have. I actually just went through the whole uplugging-replugging ritual last night to force a connection to check the version number, and then when I just checked now it's "Disconnected" again. So no, this version doesn't work.
I don’t know if this fixed it because I only did one load of wash and I did force it to connect to Wi-Fi. I have not had a chance to try it yet. Version 202.18 9.041
I received two surveys and never heard a word back. They send the surveys out, but nobody ever reads the answers. Or they simply don’t care. Top management told me on the phone as long as the washing machine works it doesn’t matter if the Wi-Fi doesn’t.
I contacted Consumer Reports and they are going to revise their ratings. I strongly suggest that everyone contacts Consumer Reports as well because there is power in numbers
I got an email from LG. It was a survey. After clicking on the link, it had 1 question yes again 1 question. “Did a presidential escalation specialist contact you”. The answer I added was no. Page said thanks for participating in a survey. I was quite funny!
Answers
This problem has been going on for almost a full year. LG has failed to correct it or do anything to try to fix it reasonably in that time period. I even had an LG repair man come to my home and saw the Wi-Fi disconnect. He was told by LG they did not consider it a problem as long as the machine washes clothes. The repair man was so embarrassed that he actually apologized to me.
I am sure LG was contacted by the Attorney Generals Office, Consumer Reports, and a law firm that specializes in class action lawsuits, This FINALLY got the attention of LG. Now they’re actually getting nervous. So now they release a firmware update for the washing machine that actually works!!!!!
I have used the washing machine for several days now. I am satisfied the update is reliable and works. It reliably and consistently connects to Wi-F I. I always get a notification when the cycle is finished.
I got the prompt to accept new terms this morning, but my washer is still showing disconnected in the app, even though I did a load of laundry earlier.
We successfully completed a load of laundry today with the washer performing flawlessly. The washer has remained connected in the SmartThinQ app all day. Status is reporting correctly. Push notifications worked at the end of cycle, and I was able to power off the washer using the app (just for fun!). It is looking like this latest software update has resolved the issues. I will post again if we have problems. I hope that others are seeing good result with the new software!
We sent you a private message to obtain information from you so that we could assist, sadly, we never received a reply. Please uninstall the App and reinstall, if it does not prompt you to accept new Terms & Conditions, it is not on the newest software.
The update was issued to correct the problem reported. You should have experience the issue once you have connected and received the update.
New software update
I have no idea if it works yet. I would not be surprised if it is another failure!!!!
I too had an LG repair man come to my home.
If I wasn’t worried about wall and stair damage I would’ve returned the washing machine Right after this immediately.
LG is never going to fix this.
https://lgcommunity.us.com/discussion/6959/sensor-dry
Thanks.
That's the version I have. I actually just went through the whole uplugging-replugging ritual last night to force a connection to check the version number, and then when I just checked now it's "Disconnected" again. So no, this version doesn't work.
I don’t know if this fixed it because I only did one load of wash and I did force it to connect to Wi-Fi. I have not had a chance to try it yet. Version 202.18 9.041
I received two surveys and never heard a word back. They send the surveys out, but nobody ever reads the answers. Or they simply don’t care. Top management told me on the phone as long as the washing machine works it doesn’t matter if the Wi-Fi doesn’t.
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