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MelCloud Outage

 
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Air Source Heat Pumps (ASHPs)
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Abernyte
 Abernyte
(@abernyte)
Reputable Member Member
Joined: 3 years ago
Posts: 260
Topic starter 25/04/2024 9:05 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.



   
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 Chivers
(@chivers)
Active Member Member
Joined: 2 years ago
Posts: 11
10/05/2024 5:27 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? 



   
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 HCas
(@hcas)
Estimable Member Member
Joined: 2 years ago
Posts: 132
10/05/2024 9:33 pm  

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


CEO and co-founder at HavenWise


   
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Mars
 Mars
(@editor)
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Joined: 5 years ago
Posts: 4567
10/05/2024 9:56 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.


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MikeFl
 MikeFl
(@mikefl)
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Joined: 3 years ago
Posts: 132
11/05/2024 9:42 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


   
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Abernyte
 Abernyte
(@abernyte)
Reputable Member Member
Joined: 3 years ago
Posts: 260
Topic starter 11/05/2024 5:48 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.



   
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Abernyte
 Abernyte
(@abernyte)
Reputable Member Member
Joined: 3 years ago
Posts: 260
Topic starter 24/05/2024 10:23 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.



   
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Abernyte
 Abernyte
(@abernyte)
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Joined: 3 years ago
Posts: 260
Topic starter 24/05/2024 10:28 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!



   
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Toodles
 Toodles
(@toodles)
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24/05/2024 10:54 am  

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


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


   
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Majordennisbloodnok
 Majordennisbloodnok
(@majordennisbloodnok)
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Joined: 4 years ago
Posts: 1768
24/05/2024 11:39 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.

 


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Toodles
 Toodles
(@toodles)
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24/05/2024 11:51 am  

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


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


   
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 HCas
(@hcas)
Estimable Member Member
Joined: 2 years ago
Posts: 132
24/05/2024 6:58 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


   
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