I would recommend reaching out to our Connect Home department directly: 866-813-2404 or firstname.lastname@example.org.
I 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.
I 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.
I 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.
Thanks 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.
I 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.