A complaint with Best Business Bureau has been launched as well. I cannot deal with these threads and blatant disregard by LG. I paid premium price for product and expect them to work as advertised.
LG - Don’t you have quality assurance engineers in your development team? This is a basic stuff for any WiFi product development and testing, and this kind of bug should have been caught and fixed long before any product launch. Very disappointed at your product management and engineering competency.
I found another clue. The washer connects to WiFi properly if I push the power button back on less than a couple of hours after it was powered off. However, it does not connect properly if the time lapse between the use cycles is longer than that. What seems to work in this case is to unplug the power cord, wait until all lights are off, plug it back, and push the power button. Then the WiFi connects again. Obviously this is not a permanent fix.
This observation tells me that the initialization process of WiFi module when power button is pushed on may be the problem. Probably the WiFi module is not going through a clean reboot and missing some important steps when power button is pushed on.
Again, this is a basic quality assurance issue during product development. I hope LG gets their acts together and implement a proper QA process for WiFi connectivity when releasing a product or updating firmware.
Also, in addition to the "disconnected" issue, this morning when I ran a cycle, the washer managed to stay connected for the duration of the cycle (I checked the app periodically and was always able to see the current status), however I never received a notification that the cycle had finished. Notifications are turned on for the app because I still receive notifications for the dryer.
I have the same disconnect problem on my WM3900 washer like everyone else. I discovered a workaround for now, I'll do a Smart Diagnosis on the washer with my Iphone even if it shows disconnected using the Iphone microphone, after it completes, the washer will connect and works with the wifi & app. Hope LG have a permanent fix soon. BTW, I have a mesh Orbi network, so no problem on wifi signal.
When the washer does connect to wifi and the SmartThinQ app, it often never triggers an alert on my phone once the cycle is complete. It would be great if the washer could send an email when complete instead of relying on push notifications with SmartThinQ.
I got another email From LG asking me for the same information I already provided them 2 times.
Instead of reading my answers they just ask me The same questions over And over again.
SmartThinQ app version
Cell phone model number and software version:
SmartThinQ User ID:
Product(s) model # and serial number:
Router Manufacturer:
Router Model Number:
Internet Provider:
How many times are you going to ask me for this information over and over again LG? I provided you the answers to all these questions but it seems pretty stupid that you keep asking me the same questions over and over again
I too have similar issue with my brand new washer and dryer. Dryer works as expected. Washer not. It disconnect, does not always report activity, and is not reporting product usage. So far customer service has been totally useless.
Alan_ Guggenheim I even had a LG service technician come to my house and observe the wifi disconnect. He asked LG what to do. They told us it is not a problem as long as the machine washes clothes. It doesn’t matter if being WiFi capable was the most important reason the purchase was made.
@MisterCylert I also direct messaged 2 LG moderators with information, per their request, including description of problems and screenshots. I have not had a reply either, very frustrating. This is the second time I provided them with the same information.
LG Electronics USA replied and asked me to send a private message, so I did. Their response asked me "Have you ever called in to LG?"
That number is 800-243-0000. Has anyone here had any luck with them providing decent support over the phone? I'd prefer to not sit on hold for long periods of time since it cuts into my workday.
I made this purchase based on the high rating from “Consume Reports“ for reliability and quality.
They failed to mention the Wi-Fi problem and horrible customer service. If anybody has a subscription to Consumer Reports you should call them and tell them about this. I got my copy from the library. I don’t have a subscription or I would make the phone call.
With 200 comments and well over 6,000 views this is by far the most active discussion in the forum, yet 9 months after it was started there is still no resolution.
How sad is it that LG, a technology company, cant get the WiFi to work? All I've seen so far are endless boilerplate replies and broken promises to follow up.
If they’re not going to provide updates or reply to our messages then making it more public on their Facebook page might help. People need to know before buying that the WiFi on the washer does not work.
I just received an email to write a review for the washer. Well guess what my review is going to look like? If they would just be more forthcoming about the issue and how they’re going to make it right, it would go a long way towards healing the ill will for us customers.
I’ve been in this thread for awhile and still having washer issues. Tonight I started having dryer connection issues. It just stopped connecting to my network altogether and I didn’t make any changes to my network. Anyone else?
Wirecutter is about to give the W3900H a high recommendation in its forthcoming article ranking the best washers. I left a comment on their pending story alerting them to the WiFi issue and suggested they withhold their recommendation until LG fixes it. It may be helpful for some of you to upvote my comment there or add your own.
Same issues hooked up my 3700 today. Dryer fine but washer shows disconnected. Wish I read about this issue before purchase. Big hassle to return. Also no back lit display was just ignorant.
LgSucky: Your are so right about about the big hassle it would be to return the washer. That is the only reason I put up with it. If I knew LG had zero intention of ever repairing this, and had terrible customer service I never would’ve bought it. I am sorry I purchased Lg products.
A local restaurant near me needs to buy 17 TVs and they were going to buy LG TVs at $5000 apiece. I’m so happy I spoke to them and told them about the terrible customer service and showed them this thread.
They thanked me and now they are going to buy Samsung TVs instead.
Screw you LG. I will go out of my way every single day to let everybody know about you.
Help please! I contacted lg about this issue. He said if I redo the set up and set up washer first it could solve the issue? Has anyone done this washer before dryer? I told him about this thread he said if I’m unhappy I should just return it to Lowe’s and he has their number if I want it! Crazy hunh? He’s suggesting I return their product lol . I had trouble with setting up WiFi with app to begin with so I don’t want to redo it if this isn’t a viable fix thoughts?
Answers
LG are scum bags that don’t care about their customers.
As I said before LG told me they have no intention of fixing the WiFi. Exact words from LG:
The washing machine washes clothes that is all that matters. If the WiFi does not work it is not a problem’.
LG is a scumbag company.
This observation tells me that the initialization process of WiFi module when power button is pushed on may be the problem. Probably the WiFi module is not going through a clean reboot and missing some important steps when power button is pushed on.
When the washer does connect to wifi and the SmartThinQ app, it often never triggers an alert on my phone once the cycle is complete. It would be great if the washer could send an email when complete instead of relying on push notifications with SmartThinQ.
I provided you the answers to all these questions but it seems pretty stupid that you keep asking me the same questions over and over again
I even had a LG service technician come to my house and observe the wifi disconnect. He asked LG what to do. They told us it is not a problem as long as the machine washes clothes. It doesn’t matter if being WiFi capable was the most important reason the purchase was made.
I also direct messaged 2 LG moderators with information, per their request, including description of problems and screenshots. I have not had a reply either, very frustrating. This is the second time I provided them with the same information.
LG Electronics USA replied and asked me to send a private message, so I did. Their response asked me "Have you ever called in to LG?"
That number is 800-243-0000. Has anyone here had any luck with them providing decent support over the phone? I'd prefer to not sit on hold for long periods of time since it cuts into my workday.
How sad is it that LG, a technology company, cant get the WiFi to work? All I've seen so far are endless boilerplate replies and broken promises to follow up.
https://thewirecutter.com/reviews/the-best-washer-and-dryer
Your are so right about about the big hassle it would be to return the washer. That is the only reason I put up with it. If I knew LG had zero intention of ever repairing this, and had terrible customer service I never would’ve bought it. I am sorry I purchased Lg products.
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