Please help. After a storm knocked my internet out my hub will not reconnect through wifi. I’ve emailed service back and forth and they continue sending me the same steps to try. I’ve turned off everything. Reset everything. Nothing works. It continues to say connection timed out. It will connect via Ethernet cable but not WiFi. Service won’t call me only email and nothing is working
What is your ticket number with support?
3588946
Welcome to the forum @shannonlee0423
What troubleshooting steps did they take you through?
Or how did they have you reset the WYZE Sense Hub?
And did they have you reboot your wifi router/ and or modem?
Here’s what they sent me in multiple emails
via WiFi. You can try these things:
- Reboot your router and connect again.
- You may add the hub instead through Wyze app>Home>Add Device instead.
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- Ensure you are connected to a 2.4 GHz Wi-Fi network.
- 5 GHz Wi-Fi networks are not supported.
- Check the status lights on your Wyze Sense Hub.
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If there is no status light on your Wyze Sense Hub, it is likely that it is not receiving power.
- Make sure it is securely plugged into a power outlet.
- Try a different power outlet.
- Try a different power cable.
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If you see flashing lights, the Wyze Sense Hub may still be trying to connect to the Wi-Fi network.
- Try to re-enter the password into the network confirmation page.
- Make sure your Wi-Fi network is working properly.
- If possible, try an Ethernet connection.
- A mobile device’s hotspot may not always work.
- Note: The brand Ubiquiti is known to have issues with our Wyze Home Monitoring Service.
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Reboot your router.
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Power cycle Wyze Sense Hub.
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Press and hold the reset button on the back of the hub for 10-15 seconds.
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The light will start flashing from left to right until it settles into the solid 3-light pattern, then release the button.
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Let the connection re-establish, then refresh the app.
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If you’ve confirmed that your Internet is stable and online, try to add the hub to your account again.
- In the Wyze app, tap the + sign > Add Device.
- Tap Sensors > Wyze Sense Hub.
- Single-press the Reset button on the back of the hub.
- Follow the in-app instructions to set up the hub.
- You will not need to delete the hub in the app or re-add your sensors.
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Please provide the following details
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The Date and time when the hub went offline?
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How was the hub set up? via ethernet or wifi?
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What was the connection (ethernet or wifi) when the hub lose the internet connection?
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If the hub can reconnect, how often does the hub go offline after the hub reconnect?
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If none of the above steps have worked please submit a BLE Log
- On the top pop-up, click on “Report an issue”
- After the “Get the latest log” page is shown, wait for a few seconds
- “Get the latest log” should be changed to “Log gathered!” and the continue button should be enabled.
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I’m having the same issues.
I rebooted my internet, and the Sense Hub did not show connected.
I reset the hub, tried to add it again (deleted it and then tried to re-add it) and it gets to the point where the lights on top of the hub are all flashing, then it give me a “timed out” verbal message.
Please help!
Did you ever get a resolution from Wyze? None of my devices are working and when I’ve deleted and tried to reinstall it says the connection has times out but everything is working on my end with WIFI. And I can’t get anyone on the phone, I was on hold for an hour.
I’m having the same issue and was told there’s nothing they could do. They said they couldn’t cover it under the warranty because I bought it 3 years ago. I was told to buy another which is completely unfair and not right.
I believe it has to do with the security breach they had a few months ago and they may have discounted the first generation hubs.
If Wyze is going to do that they should replace the originals like a true recall. This feel so wrong. Everyone have the same issue and they mentioned nothing about it or desire to cover it with a new replacement is bad business.
This is ridiculous. I have 7 devices and none work because the hub won’t connect. How did you even get in contact with support? I sat on hold for an hour and never got through.
Same issues, somethng happened around the Apr 15 and I had to add every device back and now I no longer get the 12 second videos that I did as part of the deal when I bought all mine but they will let me “buy” a subscription to get the same features I already had before they knocked all my devices off line. I’m done with them when I next upgrade and will add no new devices because of this scheme. They should have made this right.
Try replacing the usb power supply.
I found out the ones from wyze have a habit of slowly dying.
There no battery warning or any other sign beyond a brief change in the lights.
When it happens it knocks the hub offline and wont allow it to reconnect.
Replacing the usb power supply with a working one restores function if this is whats causing your issue.
Adding one more to the list. April 15th was the day home monitoring went down for us as well. Sounds consistent here with other complaints. Clearly not “our issue”. Home monitoring has not been active since then nor will the sense hub reconnect. Indicates " connection has timed out". What gives Wyze?!
Include me to the list as well. My ticket # is 3795493. We lost our internet service around April 12. Tried resetting the hub by following the outlined procedure. Have called 8 times at the phone number for support but get the same set of procedures emailed back to me. They sent me a replacement hub but that also failed by timing out repeatedly. Not sure what the next steps are as no one with authority ever gets on the phone to discuss and support. The first line of support is just not knowledgeable to help resolve the problem besides reiterating the procedure. This is very frustrating!!
Can’t explain some of these, but I too have had troubles with my hub recently. For me, I did the 10-second hub reset button.
I thought I remember someone saying this is a known issue that is being worked on. I am holding off purchasing a hub till it is fixed.
Did that work for you?
My hub connection is not lost, but some of it’s sensors are. So not exactly the same problem, but something that needs to be investigated. I have alerted who I can at Wyze.
I have the same issue with my sense hub. Lost connectivity out of nowhere around April 15. No power hit, no internet loss. Followed all the steps posted here and their site. Submitted support request today. Not confident of a positive resolution.
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Konige,
I have had the same problem and after communicating with WYZE first line of support and getting no where, I repeated their outlined procedure and made sure that I reset the router (pressing the reset button with a pin) and the Hub connected. You will have to unplug the router and then reset the router with the pin by inserting in the hole for 5-10 seconds. After the reboot and then adding the hub from the app, I was successful.
I then had issues with the sensors not pairing. The WYZE outlined procedure is clear as mud and then after many hours of frustration, I was able to pair them by adding the sensor thru the app and pressing the reset button on the sensor. They have to be done one by one for all of the sensors that are in place. Hope this helps.
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