Wyze told me they changed the company that handles payments and they charged me in advance. So they refunded payment and apparently put me on a trial period until January as “good will” token. So then the app in the monitoring tab keep saying there’s no payment method on file. I inquired and could see my card listed online in the account section of My.Wyze.Com. Then the representative put me on hold and returned after about 10 minutes and told me they’d fixed something and now we need to reset the hub. Press the button and add it back into the system. That broke the whole thing. Now it’s stuck on step 3/15, shows my full information on the address page, but when attempting to Save and continue the process it reports “Failed”. Now Wyze tells me the hub needs to be replaced. I maintain this is not a hardware issue but a software issue from their intervention. I ask to speak to technical people but only get front line persons who are not bit & byte knowledgeable about their own technology. I worked in tech most of my life and never seen anything like this…they offer pro-rated refund. How is that a solution? There are no problem solvers here. Only apologies. If I can replace this system that would be my best solution. No help from their support worth anything.
Frustrating.
I have had something similar happen with a Wyze sense hub and the subscription in the past.
I don’t fully recall exactly how I recovered the system from the issues, but I probably factory reset the hub, then went through setup again multiple times, sometimes after other things like clearing my cache, and other kinds of reset attempts. I just remember I did eventually get it to recover and didn’t require a replacement. It’s been a long time since that happened though, so I can’t remember all the details.
I do know some people that had hubs brick on them after resetting them and they required a replacement to get things back up and running. Hopefully that’s not the case for you, but it’s possible it’s just bad timing that something caused the hub to randomly stop working with the proper setup. If they’re offering to send you a [free] replacement, I would let them. Then you’ll at least have a backup hub even if the original isn’t actually the problem. At least then they will have ruled out the hardware being the problem and focus more on the backend issues like you keep telling them.
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