Abacus70
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Ziggo SmartWifi app cannot connect to the router

Hello,

I recently installed Ziggo SmartWifi modem.

Internet is working ok, but I want to install also the Wifi booster and the SmartWifi app (on my Android phone) cannot connect to the modem.

Any idea how to solve this?

Thank you!

  

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Serkan
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@Abacus70 
We just talked with each other and i have activated your pod in our back-end systems.

We are also investigating why your modem is not reachable at the moment and once i have an answer for that specific issue, i will come back to you. 

 

Please let us know if the pods are working fine now, or if we can help you out with something else.

Bekijk in context

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Bert
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There is a problem with the app.

Try several times by swiping down from the modem.

Then it usually works.

Ziggo is working on it.

Abacus70
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Unfortunately this doesn't work.

I spoke several times with customer support, they reset my modem to factory settings and they disabled wifi spots, but still it doesn't work.

I also installed the smartwifi app on another phone, but still no success, the app cannot connect to the modem.

Anything else I should try? 

Bert
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Welke Wifi booster heb je?

Abacus70
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The hexagonal one

Bert
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Have you been able to register it in the app yet?

Is there a white led light on the front or is it already off?

Abacus70
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No, I can't register it in the app.

There's a white led blinking in the front of it.

Bert
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OK, clearly, this isn't going well.

Tomorrow a Ziggo moderator will visit this topic.

They can look deep into the systems and take the right steps or reach the right people.

 

This is a customer help customer forum where Ziggo moderators/employees, they have Ziggo in front of their name, usually drop by in every topic within one working day.


Make sure that your zip code and house number are in your Ziggo community profile, they cannot be seen publicly, so the correct information can be obtained immediately.


After clicking on the link below, scroll down on the next page: https://community.ziggo.nl/t5/user/myprofilepage/tab/personal-profile:personal-info 

Osiek95
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I have the same issue

 

Bert
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@Osiek95 

Make sure that your zip code and house number are in your Ziggo community profile, they cannot be seen publicly, so the correct information can be obtained immediately.


After clicking on the link below, scroll down on the next page: https://community.ziggo.nl/t5/user/myprofilepage/tab/personal-profile:personal-info 

Lotte
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Welcome at the Ziggo Community @Abacus70! I do see you had a phone call with one of our experts. A cable has been sent and your WiFi spots have been switched off. Did it succeed in the meantime? If this is not the case. Can 1 pod be connected wired? If so, we would like to leave it connected for logging. Only share the serial numbers of the pods in a private message or in brackets behind your zipcode at your account. Otherwise, these will be visible to everyone.

 

 

Welcome @Osiek95! In your case the story is a bit different. I can't find the serial number off your modem in our system. Enter the number in brackets behind your zipcode at your account details. These are only visible to me.I will make sure you modem will be activated. 

Osiek95
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I have put it the serial number from modem behind my zip code, thank you very much for your help

Lotte
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Thank you @Osiek95! We are going to put the modem in our system. It takes 2-3 days to process this. After that we can turn off the Wifi-Spots and you can use the pods. 

Abacus70
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I added the SN of the pod in my profile.

Also, the pod is now connected to the modem via an Ethernet cable.

Erik P
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Perfect, thanks @Abacus70  .We are going to put the SN of the pod in our system. Can you do a hard reset of the modem if it doesn't work tomorrow? 

@Osiek95 The modem is activated 🙂 I will switch of the wifispots, can you check if it's working right now?  

Abacus70
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Thank you, @Erik P. Can I remove now the cable between the modem and the pod?

 

Serkan
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@Abacus70 
We just talked with each other and i have activated your pod in our back-end systems.

We are also investigating why your modem is not reachable at the moment and once i have an answer for that specific issue, i will come back to you. 

 

Please let us know if the pods are working fine now, or if we can help you out with something else.

Bekijk in context

Abacus70
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Thank you, the pod is working now.

Osiek95
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I got email that wifi spots are off now, but still cannot connect with the modem using the app, is there is something I should do before I try connect ?

Bert
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@Osiek95 It may help uninstalling and reinstalling the app, there was an update yesterday.

It may have a better result.

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