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05-03-2019 07:37 AM in
Smart Home SupportSolved! Go to Solution.
1 Solution
Accepted Solutions

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05-03-2019 08:02 AM in
Smart Home SupportI would recommend reaching out to our Connect Home department directly: 866-813-2404 or support@connecthome.zendesk.com.
Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.
Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.

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05-03-2019 08:02 AM in
Smart Home SupportI would recommend reaching out to our Connect Home department directly: 866-813-2404 or support@connecthome.zendesk.com.
Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.
Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.
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05-10-2019 07:39 PM in
Smart Home Support- Mark as New
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07-09-2019 08:12 PM in
Smart Home SupportI have been having this same issue. I have to play with each hub, reset it, factory reset, and hope it works. It may for a day or two but then it crashes and I’m back to square one. Dare I hook up tv’s and a PS4 with a direct line. That’ll cause chaos.
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07-09-2019 08:56 PM in
Smart Home SupportI am bad about following up on my posts but I did get a response and I had to work with the Plume support. The issue for was a bug in the firmware that the router was not recognizing that internet was restored after even a brief loss in internet. The router then was not requesting an IP address from the ISP DHCP Server. They confirmed this by looking at the logs after I dropped the internet connection at the modem and restored it. They said they will have to put a fix in a firmware update but have no timeline when they believe the next update will be. Currently, the workaround is to place another router between the ISP modem and the Smartthings WiFi router. Not exactly acceptable from any product that wants to call itself reliable, but I no longer have any issues with this workaround.
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08-03-2019 08:25 PM in
Smart Home SupportI am having this same problem except I am dropping my internet through the Smartthings hub several times a day. My internet from my service provider has been steady with no interruptions. I've tried soft, hard and factory resets and still have the same problem. I'm now waiting on support to come up with a solution. They told me to stand by until they have an idea what the problem is.
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08-09-2020 09:03 AM in
Smart Home SupportThanks for posting this. I'm also having issues with my SmartThings Wifi hub losing connection randomly and then I need to reset all of my hubs and switches. I'm wondering what router you inserted between your SmartThings hub and your modem and if a firmware update ever occurred.
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08-09-2020 03:23 PM in
Smart Home SupportI put an apple AirPort Extreme between the main router and the modem. The Airport is configured with a NAT so there is a double NAT. Support will try to tell you that you can't double NAT, but I have been without issue for a year and a half. The only thing if you double NAT is be sure to configure port forwarding in the airport to forward to the main Samsung router.
My router has not received a firmware update so the issue has not been fixed. My guess is that Plume has quietly discontinued support since they are not getting any subscriptions through these.
I am highly disappointed in the support of this product.
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08-10-2019 04:35 PM in
Smart Home SupportI don't understand why my better I just installed is new and after changing it
At 75%is running down so fast?
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08-14-2019 02:00 PM in
Smart Home SupportI am having the same problem I upgraded from google wifi but this is Ridiculous
