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Home › LG ThinQ

Washer shows as disconnected in summary page of app

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  • ▲ 0 ▼
    wms1982wms1982 Member
    August 30, 2019, 3:31 pm
    “We never thought customers would connect their WIFI ENABLED machines to WiFi.” 🤦🏼‍♂️ 
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  • ▲ 0 ▼
    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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  • ▲ 0 ▼
    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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  • ▲ 0 ▼
    AngelaAngela Member
    August 28, 2019, 10:19 pm
    Does anybody from LG even read these posts?
    YOU SHOULD BE ASHAMED 
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  • ▲ 0 ▼
    mrn66mrn66 Member
    August 28, 2019, 5:40 pm
    You have got to be kidding me! They claim they don’t know about it and no fix being worked on? They didn’t change the WiFi module (or mother board)? So they acknowledge machine doesn’t work as intended then they don’t fix it?? I am beyond my return period. Even though I knew this was an issue within 3 days of purchase, I took the word of Jamal@LG that they were aware and would push an update to correct. Maybe LG should refund us for non working features! 
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  • ▲ 0 ▼
    AngelaAngela Member
    August 28, 2019, 4:38 pm
     LG had a cancellation, so service came out today   I demonstrated the problem for the service tech and he acknowledged it. 
     
    The service technician called LG. LG claims they don’t know anything about this problem and that there is no bulletin or repair in the works for it.  
     
    The service technician gave me a case number, and told me that if he learns anything further he will contact me.   The service technician also told me it is rare for a customer to actually connect these devices to Wi-Fi.  Duh  that’s why I purchased it in the first place.

    LG  you suck!!!    Not only are you lying to my face,  but you honestly don’t seem to care if I ever make another purchase from you again.   Don’t worry this is my last and final purchase from LG.
     
    I am debating whether or not to send back the washer and dryer,  It is not an easy delivery. I’m not really very  keen on risking any type of damage to the walls.
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  • ▲ 0 ▼
    mrn66mrn66 Member
    August 28, 2019, 12:56 am
    Angela, let us know if the service call fixes the issue, or what they diagnose the problem being. Thanks!
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  • ▲ 0 ▼
    AngelaAngela Member
    August 27, 2019, 9:37 pm
     I spoke too soon it doesn’t work I am having LG service come out Friday 
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  • ▲ 0 ▼
    AngelaAngela Member
    August 26, 2019, 5:54 pm
     Version 202.15 seems to be working for me   
     Going on seven hours everything is still connected. 
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  • ▲ 0 ▼
    AngelaAngela Member
    August 26, 2019, 9:58 am
    WM3900HWA  keeps losing the  wi-Fi connection.  It will stay connected for about three hours  
    The dryer DLGX7801WE   Will lose the connection overnight   As others have said you have to reconnect it which is inconvenient 
      I see this problem has gone on now for several months. 
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  • ▲ 0 ▼
    unhappyLGwasherOwnerunhappyLGwasherOwner Member
    August 25, 2019, 5:37 pm edited August 2019
    I don’t know when exactly the firmware updated to the latest version, but it’s been at least 3 days without any dropouts. The washer suddenly connected to WiFi and started functioning properly for the past few days. Will update if it drops again.

    UPDATE 08/26/2019: Nope, it wasn’t fixed. Today it shows disconnected again.
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  • ▲ 0 ▼
    RGS1RGS1 Member
    August 24, 2019, 4:18 pm
    I just purchased a WM3500CW front-load washer, and I'm having exactly the same "disconnect" problems with Smart ThinQ that are described above.  Basically, the WiFi functions are useless, although the dryer WiFi functions are fine.  Normally, I would be tempted to just arrange a service call, but this long discussion string leads me to believe that LG has no fix for this problem.  Is there any plan (app updates, whatever) to address this issue?
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  • ▲ 0 ▼
    mrn66mrn66 Member
    August 24, 2019, 2:36 pm
    Steinbch, same here! My machine disconnected last night after 30 minutes, the the WiFi light wouldn’t come on at all after the disconnect. I had to unplug, wait a few minutes and plug back in for WiFi symbol to light up. I connected to app again but it disconnected before wash finished 🙄. I noticed the WiFi symbol light was actually going off and on periodically during wash cycle but never reconnected. 
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  • ▲ 0 ▼
    steinbchsteinbch Member
    August 24, 2019, 1:43 am
    Well, that lasted only one night. Washer is back to showing disconnected. So much for 202.15 fixing things. :-/
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  • ▲ 0 ▼
    mrn66mrn66 Member
    August 23, 2019, 10:54 pm
    Steinbch, thanks for the heads up. I just unplugged my washer, plugged back in, deleted washer from app and added again. My software version also updated to 202.15. Washer, as of now, is showing as powered off. I will update tomorrow after I do a couple loads. Thanks again!
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  • ▲ 5 ▼
    steinbchsteinbch Member
    August 23, 2019, 2:16 am
    Just unplugged and replugged my washer and I’m now showing version 202.15. Fingers crossed that the disconnect issue is resolved. At this point my washer is correctly showing as powered off and sent me a notification when my last laundry load was done. 
    mrn66
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  • ▲ 0 ▼
    SumSum Member
    August 19, 2019, 4:23 am
    Any updates on this issue??????
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  • ▲ 0 ▼
    sstefanicksstefanick Member
    August 17, 2019, 8:31 pm
    I too am experiencing the same constant disconnect issue on my WMA3900.  How do we get the update pushed to the washer?
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  • ▲ 0 ▼
    mrn66mrn66 Member
    August 17, 2019, 4:10 pm edited August 2019
    Jamal,

    Updated 8/17/19: Previously the washer WiFi symbol was always lit even when app showed as disconnected. After my washer software version was updated about a week ago ( went from version 202.13 to 202.14) the WiFi light goes off and won’t come back on unless I press and hold WiFi button on machine, which causes light to blink and require setup again. Once set up again the light goes out a few minutes later and disconnects from app and does not come back on. This is a new issue as of August 8/9th and not how the WiFi was functioning previously. After that update through the app on the 8th my WiFi wouldn’t come on at all for a couple cycles when pressing/holding WiFi button. I feel like we are taking a step backwards now. So does this mean the motherboard needs replacing? Or is the next update in September going to address this new issue also? 

    Thanks for any info info you can provide and please let LG know that there are new WiFi issues after the last update. 
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  • ▲ 0 ▼
    unhappyLGwasherOwnerunhappyLGwasherOwner Member
    August 14, 2019, 6:52 pm
    Thank you Jamal, hopefully it works.
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  • ▲ 0 ▼
    LGModerator1LGModerator1 LG Moderator
    August 14, 2019, 4:10 pm
    unhappyLGwasherOwner, I would not say it is defective but the upcoming update will be to correct the problem with Wi-Fi not connecting automatically on the washer.
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  • ▲ 0 ▼
    unhappyLGwasherOwnerunhappyLGwasherOwner Member
    August 14, 2019, 3:33 pm edited August 2019
    “QUOTE FROM - JamalofLG  LG Moderator
    Posted on 2019-08-05 20:43:07  Flag

    The update will be pushed through the app, but will be for the unit itself. It will be automatic if connected.“

    Jamal, this is misleading. Did LG just now decide that’s the actual function? If it works properly, the status shows Powered Off not Disconnected. That’s how it has been, that’s how it is and that’s how the dryer has been and is now.

    I suspect the WiFi modules are all defective on these units. I was monitoring my network and noticed the washer was connected to 2.4 GHz access point the farthest from it, when no other devices were connected to this access point. I then checked the washer status in the app and it showed disconnected. I turned on the washer and the WiFi never connected, but in my router’s device list it still showed up connected to 2.4.

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  • ▲ 0 ▼
    LGModerator1LGModerator1 LG Moderator
    August 14, 2019, 3:33 pm

    This would be the current release window. If there are any other changes to the timetable, I will advise at that time.  

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  • ▲ 0 ▼
    DanielJDanielJ Member
    August 14, 2019, 5:41 am
    I just bought the new 3900 series washer & dryer set.  I'm experiencing the same issue with the washer disconnecting from WiFi, and I agree with all the others that we paid a premium for the connected 'smart' features and expect them to work as advertised.  I hope the fix gets pushed out by mid-September as promised or I can guarantee I'll be sending these machines back to Costco and buying a different brand.
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  • ▲ 5 ▼
    G2forLGG2forLG Member
    August 14, 2019, 2:15 am
    This is ridiculous.  We all paid for these ‘smart’ features.  The last time I saw an update on the Firmware it said it would be pushed in late August, and not this says mid-September.  Is this going to continue to be pushed back?  Or will it actually be resolved?
    catdoc
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  • ▲ 0 ▼
    LGModerator1LGModerator1 LG Moderator
    August 13, 2019, 3:32 pm
    rmccabe1kc, it would go into disconnect status once turned off but should connect again once the unit is turned on. If it isn't reconnecting automatically when powered on, this would be getting corrected with the upcoming update.
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  • ▲ 0 ▼
    maistelmanmaistelman Member
    August 13, 2019, 2:27 am
    I just purchased a smart washer and dryer. Same exact problems as previously mentioned... wtf??
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  • ▲ 5 ▼
    rmccabe1kcrmccabe1kc Member
    August 12, 2019, 9:28 pm
    I'm having the same issue; no issues with dryer, but washer goes into 'disconnected' status.  Looking forward to a solution.
    maistelman
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  • ▲ 5 ▼
    mrn66mrn66 Member
    August 9, 2019, 1:04 pm edited August 2019
    All of a sudden my WiFi on washer won’t enable, the WiFi symbol on front of washer will not light up at all and neither will remote start. Up until last night these both were enabled and would light up but would disconnect from app within 2 hours or less, now neither option functions at all. Was something pushed through the app yesterday?

    Update 8/11/19: After running a couple wash cycles the WiFi light started working again so I deleted the washer and added it back to the app. Another update was downloaded to the washer, the washer software version was updated to 202.14 (was 202.13). I ran a cycle but washer disconnected from app before cycle ended and I never got a notification the cycle ended. Washer still showing disconnected after most recent washer update. 

    Update 8/17/19: Previously the washer WiFi symbol was always lit even when app showed as disconnected. After my washer software version was updated about a week ago from version 202.13 to 202.14 the WiFi light goes off and won’t come back on unless I press and hold WiFi button on machine which causes light to blink and require setup again. Once set up again the light goes out a few minutes later and disconnects from app and does not come back on. This is a new issue as of August 8/9th and not how the WiFi was functioning previously. I feel like we are taking a step backwards now. So does this mean the motherboard needs replacing? Or is the next update in September going to address this new issue also? 
    catdoc
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  • ▲ 5 ▼
    ccdd55ccdd55 Member
    August 7, 2019, 2:09 am
    I had my new WM3900 ONE DAY when I encountered this problem.  How disappointing that this is an ongoing known but unresolved problem.  It’s part of what sold me on this model. 
    unhappyLGwasherOwner
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