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Home › LG ThinQ

Washer shows as disconnected in summary page of app

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  • AngelaAngela Member
    August 28, 2019, 10:19 pm
    Does anybody from LG even read these posts?
    YOU SHOULD BE ASHAMED 
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  • Liquid5050Liquid5050 Member
    August 29, 2019, 5:38 pm edited August 2019
    Its almost September. Have these issues been addressed? I just bought a washer and dryer and im having the same issues with the washer. Won't stay connected 
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  • wms1982wms1982 Member
    August 30, 2019, 3:30 pm
    If LG doesn’t know of this issue, why is Jamal telling us a fix is in the works? I want this fixed so bad. 
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  • wms1982wms1982 Member
    August 30, 2019, 3:31 pm
    “We never thought customers would connect their WIFI ENABLED machines to WiFi.” 🤦🏼‍♂️ 
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  • amoctezumaamoctezuma Member
    September 1, 2019, 6:14 pm
    Same issue. Got both dryer and washer set up on wifi. The dryer stays connected even when powered off and is giving notifications correctly. The washer wifi seems to turn off on it’s own and does not reconnect when the washer is powered back on
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  • mrn66mrn66 Member
    September 4, 2019, 1:28 pm
    @JamalofLG is the September update to fix this issue still on schedule? Do you have a date yet? Thanks. 
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  • mrn66mrn66 Member
    September 4, 2019, 9:16 pm
    I just noticed this thread has 3.7k views! This is obviously a wide spread problem! 
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  • AngelaAngela Member
    September 4, 2019, 9:31 pm
     So out of frustration I called LG again to find out what’s going on since a Service  Technician visited my house and documented the Wi-Fi disconnecting on the washing machine and on the dryer.  
    This time the Smart ThinQ  app people send me an email asking me a ton of stupid questions like what model is my router, and my phone model and  the GHZ of the router. 
     
    So I answered all the dumb questions let’s see what happens next?
     
    We all know what needs to be done.  Either LG needs to release software that actually works,  or the motherboards all need to be replaced.  So instead of fixing this they ask me dumb ass questions.   They shouldn’t have anymore questions since the service technician was was here for over an hour. 
     
    It is time they fix this problem that has  dragged on for nine months!!!  No more questions should be asked of LG Customers. 
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  • mrn66mrn66 Member
    September 4, 2019, 10:38 pm
    Angela, I agree! Let us know if you hear back from them. I keep checking this thread hoping there is confirmation of the “update” coming this month but nothing so far. 🙄
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  • wms1982wms1982 Member
    September 6, 2019, 3:16 pm
    LG claims in Twitter messages to me that the fix came out 9/2. It didn’t. Currently my washer shows as power off in the app but it’s been running for an hour. I don’t know how hard this is. They got it right for the dryer! 
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  • AngelaAngela Member
    September 6, 2019, 4:49 pm
    Wms1982
    My washer does the exact same thing yours does.  
     Most of the time it just shows disconnected. 
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  • anonymousanonymous Member
    September 7, 2019, 9:47 pm
    I have numerous problems with WM3500CW washing machine with smart ThinQ app on iPhone and iPad (iOS 12). When I purchased it a couple weeks ago and first registered through the app, it showed “disconnected” while the machine was powered off. When the washer runs, it correctly displayed the status for a while (rinsing, etc.), but then stops updating the progress as it gets closer to the end of cycle. Eventually the app stops updating when 20-30 minutes are left, and it fails to send any notification when the cycle is finished. LG seems to have released an updated firmware a few days ago. With the new firmware, now it says “power off” instead of “disconnected”,  yet that seems to be the only difference. Other problems have not been resolved at all. The app still stops updating toward the end of washing cycle and it doesn’t send any notification when finished. This problem essentially makes smart ThinQ app useless with the machine.

    On the contrary, The LG companion dryer has been working perfect from day 1 with smart ThinQ app, including correct notifications to iOS. Why can’t LG make the washer work with the smart ThinQ app when their dryer is working fine? 
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  • mrn66mrn66 Member
    September 8, 2019, 1:55 am edited September 2019
    Thank you for the heads up on the new firmware update release on 9/2. You would think an LG Moderator would have made an effort to post a comment on this thread to let us all know! Nothing automatically updated on my washer when I tried using app, so I deleted the washer from the app and set it up as new and another updated downloaded. So far I did 4 loads of laundry today and received notification for end of cycle on 3 out of 4 cycles/loads. Not sure why I didn’t get notification on the 3rd Load but prior to this update my washer would disconnect before a cycle finished. So far the app and washer have stayed connected all day. I will update this post in a few days. 
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  • AngelaAngela Member
    September 8, 2019, 1:58 pm
     I deleted the washer and reinstalled it on the app and the firmware  updated  I think it’s ridiculous that you have to go through this procedure for a firmware  update.  it doesn’t do it automatically, and you can’t just push a button that says check for  updates. 
     It’s too early to tell if this works for me yet. I just updated. 
     
    You would think LG would make you aware of any updates but they don’t   

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  • mrn66mrn66 Member
    September 8, 2019, 2:23 pm
    Update: Washer showing disconnected again this morning. Put a load in the washer and WiFi doesn’t even come on (WiFi symbol does not light up). Needs to be set up AGAIN! Wifi wont activate (flash) after I hold WiFi button, then a while later all of a sudden it decides it will let me set up again. Come on LG - looking like an issue with WiFi module on the control panel, not a problem with the app. App cant connect if WiFi module not staying connected. The WiFi set up should not have to be done everyday (or multiple times a day). It appears from previous posts that service is not replacing WiFi units in the washers, how is this issue going to be fixed? The dryer has worked without issue since day one, why didn’t you make the washer with the same technology? 
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  • AngelaAngela Member
    September 8, 2019, 5:15 pm
     The failure continues!

     The washing machine said power off, but when I turn the washing machine on ( still says power off ) during the entire wash cycle. 
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  • steinbchsteinbch Member
    September 9, 2019, 1:34 am
    Fingers crossed, but once my washer synced up with the app (originally showed Power Off no matter what setting), it correctly showed two loads of laundry today. Hoping this may finally do the trick. Version 202.15 clip_hna v1.9.041
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  • wms1982wms1982 Member
    September 9, 2019, 5:45 am
    Steinbch: that’s the version mine is on and it doesn’t work. 
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  • wms1982wms1982 Member
    September 9, 2019, 5:46 am
    In addition to showing disconnected, I’m also never getting notifications that the washer is done even though the notifications are turned on. 
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  • AngelaAngela Member
    September 9, 2019, 11:57 am
     I have the same version it doesn’t work  
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  • mrn66mrn66 Member
    September 9, 2019, 1:24 pm
    Same here. 
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  • LAZZZERSLAZZZERS Member
    September 9, 2019, 3:44 pm

    I'm going to throw my hat in the ring here because I find it sort of ridiculous that this problem is so widespread and hasn't been addressed yet.

    To summarize my issues, I basically have the exact problem as listed above. The dryer I have works fine.

    202.13: Seemed to work, but i didn't have the washer that long before 202.14 was pushed so it may have been broken then too.
    202.14: This completely broke the wifi connectivity leading to the "disconnected" bug
    202.15: Now lists "power off" instead of disconnected. Also the wifi icon on the washer goes off, which it did not do previously. App does not update and you have to delete and re add. It basically doesn't make it through one full cycle before it will stop updating 

    I've also called customer support (before I looked here) and they claimed they were unaware of the issue, sent me through multiple troubleshooting steps over multiple phone calls. None of which worked. To which they told me someone from their SmartThinQ team would call me back. They never did.

    •             SmartThinQ App version: 3.0.130015

    •             Cell phone model number and software version: iPhone X

    •             SmartThinQ User ID: *Not disclosing for privacy

    •             Product(s) model name & Serial Number: WM3900HWA 902tnnh07607

    •             Router Manufacturer:   Actiontec

    •             Router Model Number: MI424WR 

    •             Internet Provider: Frontier

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  • AngelaAngela Member
    September 9, 2019, 4:31 pm
    LAZZZERS  SmartthinQ  team has not gotten back to me I did the exact same thing as you nine days ago.  Of course when I call LG they have no idea what I am even talking about.  
     They are a bunch of liars and I’m really sick of them.
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  • PatentBoyPatentBoy Member
    September 11, 2019, 5:14 pm
    Bump - Keeping this thread alive.

    I am also having the same issue with the Washer WM3700 - Always states "Disconnected" on the app when powered off.  I suspect the program indicates this when it can't reach the Washer on the network.  Accordingly, I believe the washer inadvertently disconnects from the network when it powers off.

    I have 202.15 firmware on the washer.
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  • AngelaAngela Member
    September 12, 2019, 12:02 am
    PatentBoy:
    It will  disconnect from the network even if the power is not off   
     So I submitted the  email to the Smart ThinQ  app team and they never responded so I called today and I was told it is being expedited which means I think they’re doing nothing because every single time I call they say it’s being expedited. 

     So today I told them why don’t you just be honest with me if you’re not going to  fix it tell me. I’ll  simply return it to the store.
     
    Now they tell me I’m supposed to get a phone call within 24 hours.  I’m pretty sure I’m not going to be getting a phone call.

     This is the reason why no  appliance stores  in my area stocks  LG products,  and you have to special order them. 



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  • mrn66mrn66 Member
    September 13, 2019, 2:02 pm edited September 2019
    So fed up, still no word from LG! My machine sometimes shows powered off in the app regardless if I am running a cycle or not, sometimes it shows a disconnected status. If I unplug the washer and reset the WiFi it might work for a cycle or 2 then it always disconnects again. The WiFi symbol doesn’t come on sometimes or it goes off during a cycle (but dryer WiFi stays on/lit with no issues). Really would like to get notifications when wash is done, or check and see how much longer wash cycle has! The recent firmware fix did not fix the disconnect problem.
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  • steinbchsteinbch Member
    September 16, 2019, 2:03 am
    Still having the same issues as others. One data point is that this latest firmware 202.15 is the first time that the LG washer would remain connected to my network based on my Eero data (despite showing in the app as disconnected). That’s a little progress at least. 
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  • AngelaAngela Member
    September 16, 2019, 9:42 pm
     I just got off the phone with LG. I spent over 1 hour  asking them what they are going to do about the Wi-Fi disconnecting from the washing machine.  
     
    This time I spoke to the Executive Resolutions Department.   I explained to them how this problem has been going on now for about nine months.   I told them  about this website and all the people that are having this problem.  
     
    I also told them an LG service person was here and saw the machine disconnect from Wi-Fi. 
    I also mentioned how every time I call LG this problem is supposed to be escalated.   The Smart Thin Q Team is supposed to get back to me within 48 hours and they never call or update me.

     Now here is the reply I was given:

     Nothing is going to be done to correct this problem because  LG feels  the machine washes clothes therefore it does what it is intended to do.  
    It doesn’t matter that a deciding factor to purchase this machine was because it did connect to Wi-Fi and was advertised with Wi-Fi connectivity.  

     LG considers the machine to wash clothes therefore it is working.   NO fix is in the works to fix the Wi-Fi. Disconnect Problem. This is not even considered a problem and they refuse to replace the machine or refund my money.  

     This is the last and final time I ever purchase any LG products    Now I know why all the dealers in my area don’t carry LG and strongly recommend against purchasing them.  They even told me to please reconsider when I special ordered.  
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  • mrn66mrn66 Member
    September 16, 2019, 11:02 pm edited September 2019
    Angela:
    I cant believe they had the nerve to say that to you! That is complete misrepresentation of their product. On their website for my washer the first words in description are “4.5 cu. ft.  smart WiFi enabled front load washer”. In the bullets listed below the description, the 2nd major selling point is listed as “SmartThinQ® Technology” (2nd only to turbo wash technology).
    Then they have a whole thing (and a video) about how you can do laundry on the go and check your wash time and stop, start cycle and get notifications when wash is finished. Also boasts that it works with Alexa and google assistant. It does none of that. This isn’t a small little feature that doesn’t work right, it is a highly advertised feature that is at the top of the website to promote their washers. Without the WiFi module working correctly there is no “SmartThinQ® Technology” or WiFi enabled anything (including app use) and no Alexa or google compatibility. All they do is talk about how “Smart” the machine is and highlight its capabilities to connect on the go. Without a properly working WiFi module this machine is not a “smart” washer therefore we should not have paid for a smart washer. I would have spent less money and purchased a machine without smart features. LG should be held accountable for selling a product that does not function as advertised. How can it be legal for them to do this to people?
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  • AngelaAngela Member
    September 17, 2019, 11:23 pm
     I am interested in a class action lawsuit 
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