SmartWifi Pods Installation problem

[TimUK]

I am trying to install hexagonal SmartWifi pods, and first had issues scanning the barcode in the Smart Wi-Fi app, but then it appeared to work, however now they do not seem to be able to connect with the modem. I have moved house since I bought these, but don’t think they were ever installed in the old house but wondering now whether I set them up and this could be a problem ?

[Wim C.]

Hi @TimUK 

Welcome to this customer-helps-customer community where I am also a customer.

Have you tried installing the SmartWifi Pods via the SmartWifi app? There are two versions of this app: the app on a phone or tablet or via the web version of this SmartWifi app.

[TimUK]

Hi Wim 

Thanks for responding. I used the mobile version. I tried with 2 SmartWifi pods using the mobile app. They are now both registered in the App as “not connected”. Based on comments in the installation guide, I only had one plugged in at a time. I think that it might be because I held 2 Ziggo accounts for a while while moving from one house to the other, so reading through some other comments, I think I might have registered against 1 account and now I am trying to connect them to another account …. Hence maybe need “resetting” via Ziggo ? 

[Bert]

Place the serial numbers in your profile under Persoonlijke opmerkingen, so that a Ziggo employee can take action: https://community.ziggo.nl/t5/user/myprofilepage/tab/personal-profile:personal-info 

[TimUK]

Thanks Bert, have included in Persoonlijke Opmerkingen. Do I need to notify someone now ?

[Marije]

Hey @TimUK , welcome here to the Community!

You're not exactly getting along with the WifiPods, if I understand correctly. There's still some room for improvement for sure! I'd love to help you work things out. 

How and where did you get the Pods? I don't see an order for them under your account and they're not registered to the active products under your subscription. My guess is that's what's stopping it from working properly. 

[TimUK]

Hi Marije

At one point I had 2 Ziggo accounts for 2 houses, and I purchased the Pods under the other account, however now have moved from the house with the old account into the house with the new account. I think this is the problem indeed. I have put the codes for the pods in my Persoonlijke Opmerkingen and hope that now they can be reset ? ? ? 

Tim

Tim

[Marije]

I reckon that's indeed where the issue originates, @TimUK . It's a settings issue, the Pods were still connected to the old costumer number, which is why they wouldn't work under the one you use now. I've asked someone to remove the old customer number now, which has been done. So you should now be able to connect the Pods to the modem properly and use them 🙂

[TimUK]

Hi Marije

afraid ithey are still not working. Tried restarting modem several times, but no joy. Also note that using the app i can’t do a modem speed test ….. it only comes up with “oops”. Any further advice ??? Really want to get them working

[Carlien]

Hi @TimUK !

I'm sorry to hear that it's still not working! Is your modem working properly and do you have internetconnection with the modem? How did you installed the Pods and how did you connect the the smart wifi app? 

[TimUK]

Hi Carlien,

I scanned the SmartWiFi serial numbers into the App and then tried to install. 

The modem seems to be working well, as I have good WiFi and when I do a network scan the mobile App says it is all good, however when I try to do a “test modemsnelheid” it comes up with the “Oops” statement. However a Modem restart is possible. Installation of the WiFi pods results in it just never connects the pods. 

[Welmoed]

Hi @TimUK, thanks for the information! Can you let me know what the light on the SmartWifi pod is doing as soon as you connect them? Do you see a quick pulsing white light or something else?

When I take a look in our systems I can see one SmartWifi pod is installed, that's the one with number ******39A.
Do you see this SmartWifi pod when you login to the app?