I hope all is well with you. This is Larabelle, one of the Specialists from Wyze. I’m sorry to hear about your Wyze Cam Pan v2 not working outside of your local network despite the troubleshooting steps you’ve taken. I understand how frustrating it must have been for you, and I deeply regret any inconvenience caused. Please allow me to assist you further on behalf of my colleague.
The Wyze team is aware and actively investigating this concern. We sincerely apologize for any confusion or inconvenience that you may experience while our team works to get things back on track. Please feel free to keep an eye out for updates on the Service Status & Known Issues page as we work towards a resolution.
Thank you for being a part of Wyze! Take care and have a great day ahead!
All i read from that is that they know of the issue and are “working” on it which hasnt changed since i first heard of them identifying the problem and discovering the root cause. So essentially you got the same response i got but in a more friendly, professional message. Zero help or information as to what is actually going on.
I just looked into this issue and confirm it is a known issue for some people, but the CSR quoted the wrong page to keep track of the status. They included this link and it is incorrect:
The correct place to keep track of the status for this issue is here:
Go down to the section titled “Other Wyze Cam and Wyze Smart Home Known Issues” and open that up. In that section one of them will say this:
We can hope the issue will be fixed for people with the next app update whenever it launches. If I were experiencing this, I would personally consider enrolling in the beta program and seeing if the new beta app helps resolve the issue for me. Wyze has been saying that the new beta migrates a person’s account to a new backend system for some big services changes they are working on implementing. But be forewarned that it also says it will cause:
camera attaching will not be available until the public (non-beta) release of Wyze app 2.50.
Which means you may not be able to add or remove cameras to and from from Cam Plus [unlimited] until everything launches publicly. So it might be better for many of you to just wait until the app exits Beta, especially since I don’t know if the Beta itself will actually help. I am just saying that if it were me, I’d probably give it a try.
I am on the Beta myself right now, but I have never experienced this issue of not being able to connect away from home, so I can’t tell anyone if the Beta helps or not, since it was never an issue for me.
Mostly, I thought some people would appreciate a link for where the issue is being tracked. Sorry to hear some of you are experiencing this.
Nice catch. I am not sure why it’s not on there. I know it is being looked into.
I didn’t even realize this page was there until a few hours ago though. I’m used to looking at the service outage page instead.
Wyze support just gets better and better as I did a follow up on my ticket and it came back as “solved”??? I guess wyze doesn’t care about customer support and just keeps on doing what they do best in frustrating the customer with there garbage service and support…
Tier 1 support will sometimes close an issue when they know there is nothing further that Tier 1 can do. They have escalated the issue and confirmed that it is being worked on by the engineers, so all that is left is to wait for the engineers to push out an app/firmware update to resolve it, but there is no further troubleshooting they can do with you to resolve this (which is the job of Tier 1). Therefore they close the ticket because there is no point leaving it open when it is actively being worked on and will get fixed as soon as an update for everyone is ready.
I’m guessing it is a limitation of their software. I agree that they should have a status option that reflects this more accurately because it is misleading to imply the issue is resolved when the solution is still pending and hasn’t been released yet. This leads to a lot of frustration.
I am currently out in Rural New York State and just viewed all 12 of my cameras in California using cell data. I know there are many post about the issue of no remote access but it only happens to some folks?
I have the same problem on my android Galaxy S22 phone but it works fine on my wife’s iPhone. I think it might be related to the wyze app on android. Anyone else try this same test? I’m going to remove the wyze app and reinstall to see if that helps.
Thanks for the response but support has had the logs for a very long time and it’s an issue from both phones. The issue is the version and it’s happening on version 2, it looks like newer versions are not affected…
Same here. I contacted them more so many times, Got lots of tickets (too bad they are not free movie tickets ) and always got a different tech support replying, saying they are sorry and will look into the issue ASAP. Guess what, that was 3 months ago and I am still experiencing the same problem on all my 9 Cameras, V2 & V3.
I don’t think they are doing S**** and I am switching to some other brand. It has become a pain in the a** to own a WYZE camera.
) and always got a different tech support replying, saying they are sorry and will look into the issue ASAP. Guess what, that was 3 months ago and I am still experiencing the same problem on all my 9 Cameras, V2 & V3.