Forums

Forums
Renewable Heating
Air Source Heat Pum...
MelCloud Outage
 
Notifications
Clear all

MelCloud Outage

 
Page 4 / 5
Air Source Heat Pumps (ASHPs)
Last Post by Morgan 4 months ago
59 Posts
14 Users
23 Reactions
6,470 Views
RSS
Abernyte
 Abernyte
(@abernyte)
Honorable Member Member
4154 kWhs
Joined: 2 years ago
Posts: 213
Topic starter 25/04/2024 8:05 pm  

The temporary fix has reconnected about 60% of users, according to the support guy who called me today. Those who reset their interface during the outage are still getting rejected by the server. Work in progress. Mitsubishi's support have been both helpful and attentive now that the dust is settling.


   
👍
1
ReplyQuote
 Chivers
(@chivers)
Active Member Member
76 kWhs
Joined: 11 months ago
Posts: 11
10/05/2024 4:27 pm  

Today I was finally able to sort out my WiFi interface pairing to get the Melcloud app communicating again.

A couple of frustrating hours were wasted trying WPS until I discovered it doesn't work on 5g.  The non-wps option was unworkable.

So I figured out how to change the router settings to select 2.4g and then it paired immediately.

How my router came to move from 2.4g to 5g is a mystery.  

I can only surmise that the recent change in ownership of my broadband provider has something to do with it. Will I end up in the same situation when it changes again from Octopus to TalkTalk? 

This post was modified 10 months ago by Mars

   
👍
2
ReplyQuote
 HCas
(@hcas)
Estimable Member Member
760 kWhs
Expert
Joined: 11 months ago
Posts: 85
10/05/2024 8:33 pm  

@chivers Glad to hear you managed to connect! Quite a journey...

CEO and co-founder at HavenWise


   
👍
1
ReplyQuote



Mars
 Mars
(@editor)
Illustrious Member Admin
26254 kWhs
Veteran
Joined: 4 years ago
Posts: 2979
10/05/2024 8:56 pm  

Posted by: @chivers
↑

How my router came to move from 2.4g to 5g is a mystery.  

It's fascinating how many devices struggle with the 5GHz band. All our Apple devices thrive on this band, while pretty much everything else sticks to 2.4GHz.

Buy Bodge Buster – Homeowner Air Source Heat Pump Installation Guide: https://amzn.to/3NVndlU
From Zero to Heat Pump Hero: https://amzn.to/4bWkPFb

Subscribe and follow our Homeowners’ Q&A heat pump podcast


   
👍
1
ReplyQuote
MikeFl
 MikeFl
(@mikefl)
Reputable Member Member
1257 kWhs
Joined: 2 years ago
Posts: 121
11/05/2024 8:42 am  

@editor I find most of the 'smart' devices still insist on 2.4GHz and can't handle (consistently) connecting to a network that supports both frequencies - have to split them out. 

 

Top tip for when you get a new router - just change the SSID and password to what the old router used. Saves you having to reconfigure all of your WiFi devices (if you can even recall the obscure routine they use).

Grant Aerona 3 10kW


   
ReplyQuote
Abernyte
 Abernyte
(@abernyte)
Honorable Member Member
4154 kWhs
Joined: 2 years ago
Posts: 213
Topic starter 11/05/2024 4:48 pm  

I did another reconnection/ reconfiguration session with the MelCloud interface this morning and bingo I am back connected. It uses the 2.4GHz band and yes, hitting the internal wifi configuration page was very hit or miss.

This post was modified 10 months ago by Abernyte

   
👍
1
ReplyQuote
Abernyte
 Abernyte
(@abernyte)
Honorable Member Member
4154 kWhs
Joined: 2 years ago
Posts: 213
Topic starter 24/05/2024 9:23 am  

Well it seems that Mitsubishi's problems are not over yet. While they have not yet got a full fix for the system controller communication break to Melcloud, although the temp fix does seem to have restored most customers, last night I could not access the MelCloud app. It had logged me out and refused to reconnect. I tried again this morning and discovered that it works on Windows but not on Android.  A call to the Mitsubishi help line confirmed that the issue is with their system and is confined to Android login. Work in progress!

They really are having nae luck at present.


   
👍
2
ReplyQuote
Abernyte
 Abernyte
(@abernyte)
Honorable Member Member
4154 kWhs
Joined: 2 years ago
Posts: 213
Topic starter 24/05/2024 9:28 am  

One thing that does impress is the response time and frankness at the customer support line. It has all the usual multiple option to listen carefully to but once in the correct queue the call is answered very quickly and the person you get through to is helpful, open, honest and frank.  It is a most refreshing change from my normal experience with CS lines, quite surprising!


   
👍
2
ReplyQuote
Toodles
 Toodles
(@toodles)
Famed Member Contributor
11253 kWhs
Veteran
Joined: 2 years ago
Posts: 1818
24/05/2024 9:54 am  

@abernyte Perhaps we might have a place in a Forum for rating CS from various companies? Toodles.

Toodles, he heats his home with cold draughts and cooks his food with magnets.


   
👍
1
ReplyQuote



Majordennisbloodnok
 Majordennisbloodnok
(@majordennisbloodnok)
Noble Member Moderator
7253 kWhs
Joined: 3 years ago
Posts: 743
24/05/2024 10:39 am  

Posted by: @toodles
↑

@abernyte Perhaps we might have a place in a Forum for rating CS from various companies? Toodles.

I suspect it would need ti be a two-part score, though; how good is their customer service and how often do customers need to use it.

 

105 m2 bungalow in South East England
Mitsubishi Ecodan 8.5 kW air source heat pump
18 x 360W solar panels
1 x 6 kW GroWatt battery and SPH5000 inverter
1 x Myenergi Zappi
1 x VW ID3
Raised beds for home-grown veg and chickens for eggs

"Semper in excretia; suus solum profundum variat"


   
ReplyQuote
Toodles
 Toodles
(@toodles)
Famed Member Contributor
11253 kWhs
Veteran
Joined: 2 years ago
Posts: 1818
24/05/2024 10:51 am  

@majordennisbloodnok That’s true, after all, one rarely knows how good the service might be - until it is needed! Toodles.

Toodles, he heats his home with cold draughts and cooks his food with magnets.


   
ReplyQuote
 HCas
(@hcas)
Estimable Member Member
760 kWhs
Expert
Joined: 11 months ago
Posts: 85
24/05/2024 5:58 pm  

@abernyte We haven't experienced an issue with the API so seems like an app-specific issue indeed

CEO and co-founder at HavenWise


   
ReplyQuote
Page 4 / 5
Forum Jump:
  Previous Topic
Next Topic  
Share:

Join Us!

Heat Pump Dramas?

Thinking about installing a heat pump but unsure where to start? Already have one but it’s not performing as expected? Or are you locked in a frustrating dispute with an installer or manufacturer? We’re here to help.

✅ Pre-Installation Planning
✅ Post-Installation Troubleshooting
✅ Performance Optimisation
✅ Complaint Support (Manufacturer & Installer)

👉 Book a one-to-one consultation now.

Latest Posts

x Powerful Protection for WordPress, from Shield Security
This Site Is Protected By
Shield Security →