Filling out a ticket is good; it can help them assess the scope of the problem.
I did and was given the option of starting a return (which I declined).
If there is something going on that requires a vacuum at your house in these few days that your new vacuum is not connecting to the app, the vacuum will run manually (as others have pointed out). And there is always the option of using the other vacuum that you (presumably) already own.
All valid. Still no reason to not update us in 24+ hours 
No updates for this today but I know we’re still working on it! Thanks for checking in. 
I had the same network WiFi issues but finally got mine to work. Not sure why WYZE couldn’t include a $2.00 5G chip so the vacuum can connect to 2.4G and 5G WiFi networks. Setting your phone to 2.4G won’t work. You need to go into your routers admin panel and turn off the 5G radio. Your vacuum install will now work. Remember the first SSID the install asks for is your router’s and the password is your network password. Only after that succeeds switch over to the vacuums network and continue. Please WYZE, it’s 2021, make your products compatible with 5G WiFi networks already!
Dude my network does not even have 5G. Not every connection fail is related to the network band. It can be the same conclusion but different issues causing it. 2.4G solution has been known for weeks and doesn’t work for a lot of us. I am amazed that a lot of people here think of us as shmucks. We know how to turn off the 5G. We know how to turn off, restart, and reset things. LOL The robot drops its WIFI, Its not even remotely related to the home network band. This is related to the API and connection to the Wyze server.
I love that everyone having issues is talking about it. But after having a vacuum for almost a week with out full functionality, it’s discouraging.
I hope @UserCustomerGwen and her team can get us an update soon.
I have spent hours the last five days trying to get my new vacuum to work. Probably just gonna return it…not worth all this hassle. This does not seem to be a priority or Wyze to address this.
The last thing Wyze is going to want is for half of the ~23,000 early backers return their units because they have junk software. Whatever the profit margin is just disappears to handle returns on that scale. I’m confident Wyze is working on it, but I’ve given myself until Friday afternoon. Then, I will make a determination to return it and continue to use my Ecovacs Deebot 901 which already has Lidar.
Another option:
Stop obsessing. Set the vacuum aside. Wait for them to fix it.
As long as Wyze promises an eventual return if it can’t fix the problem, I don’t understand this impatience - unless you need the $200. We all already agreed to them holding our $200 while we waited (in exchange for the discount, or out of support for the company and its goals). So we wait another few days, or a week.
Yes that’s what I’ve done. Helpdesk keeps sending me Solutions, as if it’s my problem with my network. I’ve tried everything they’ve sent. But what they haven’t said to me, is it’s their problem and they will fix it.
We didn’t pay $200 to be beta testers though…
Again - this is a very different product and price point than the $20 camera that got us all here. We just expected more I guess.
Some - some - folks undoubtedly have problems that can be addressed. I’m sure Wyze is doing this so 1.) People can get their vacuums working properly and 2.) To cull out those who may require an expensive return. Not necessarily in that order - feel free to adjust based on your cynicism/experience.
First Wyze support email to me:
Second:
All emphases were mine.
We did pay $99 less than the eventual price for the thrill of being on the cutting edge.
Edit to add:
I’m not arguing that we should be thrilled about it, by any means.
I know it’s easy for me to say, my vacuum is working, but it’s very telling (in a good way) that Wyze has said the problem is on their end and they are working on a resolution. They didn’t say “It’s not us, it must be your network settings/security/firewall so continue to troubleshoot on your own”.
I do wonder though, have they gathered information from people whom it worked for out of the box and info from those where it hasn’t worked? Maybe a trend can be found to help further troubleshoot instead of guessing the million things in could be. (Unless they know the exact cause already).
That was not my experience. When I inquired, they did not indicate that there was a problem. I wasted a lot of time, troubleshooting on my end based on their guidance. I have received five emails from them, trying to troubleshoot my system. It is not until I started researching that I found that there was an Issue on their end. They have not still taken responsibility, or promised a fix. Maybe their helpdesk is not informed? I don’t know, but I have wasted a lot of time on a product that does not work. Their cameras are great, I have a bunch of them and they all work well. However the sensors and bulbs leave a lot to be desired. Those are in the trash now, I hope the vacuum cleaner does not end up in the trash.
I was one of the first to report this issue. As long as I know they are working on it I am not going to return. I have an old robot vacuum and a good upright one that I can use in the meanwhile. Its silly to lose my mind over this. A robot vacuum should be 100th in the list of things that can ruin my day. If you do not support companies like Wyze, they will be taken out and you’ll end up paying $600 for a similar device. I think patience right now is beneficial for all parties involved.
Ok ok. Fair point, Fair point.
1/28/21 10:50 AM PT - We have identified a timing issue that could cause devices to fail the setup starting when the issue was first reported. We deployed a fix that will prevent it from happening again and are waiting for verification that this fully addressed the problem.
However, devices that failed setup between 1/21 and 1/27 will not be able to be recovered by customers. If you have been impacted by this issue, please reach out to Wyze Customer Support for a replacement.
At least we know what to do now
Kinda unfortunate that shipping was delayed to fix this issue, yet it still occured, but I have no doubt that wyze will fix the problem as quickly as possible.
So all of us impacted need to return the device, how long are we looking to have them replaced, a few weeks or a couple months?
