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Complete WIFI Disc Pairing Problem

Told2009 — Wed, 06 Oct 2021 11:47:50 GMT

Hi,

I've been having recurring issues with one of the two wifi discs we have with our Complete WIFI bundle connecting to our SmartHub2.

One disc connects fine and if on occasion looses connection, resets and connects after switching on and off.

The other disc was troublesome from the initial setup, took me half an hour to get it connected to our hub, then it regularly disconnects, irrespective of location in the house. Switching off and on, 9 times out of 10 and it reconnects, however what I've found is when it fails to reconnect, it again has taken up to 30 minutes to pair with the hub.

In the last couple of days it's disconnected again (the other disc has been fine) an last night I spent best part of an hour trying to pair it again. Factory reset doesn't seem to work, or certainly doesn't produce the light patterns as per the online help I've found. As soon as I've paired it with the ethernet cable connected then disconnect the cable it keeps flashing blue for a few minutes, then flashed red for a minute then back to blue, left it for 20 minutes last night and gave up.

Any suggestions? Will be calling technical support tonight to discuss hopefully, but think it's a dud disc.

Thanks

Re: Complete WIFI Disc Pairing Problem

NeilO — Thu, 07 Oct 2021 15:40:21 GMT

Hi, @Told2009 welcome to the community and thanks for posting, it does sound like a faulty disc. Did you manage to call in and get a replacement sorted?

Thanks

Neil

Re: Complete WIFI Disc Pairing Problem

Told2009 — Thu, 07 Oct 2021 15:48:48 GMT

No I haven't busy with work and not managed unfortunately.

Can this be done offline or do I need to call?

Thanks

Re: Complete WIFI Disc Pairing Problem

NeilO — Thu, 07 Oct 2021 17:40:55 GMT

@Told2009 You'll need to go through some diagnostic checks with the helpdesk to get a replacement. Check out this contact us link for more info on how you can get in touch.

Thanks

Neil

Re: Complete WIFI Disc Pairing Problem

Told2009 — Thu, 07 Oct 2021 18:11:32 GMT

Will do thanks