New customer, HUB doesn't work...

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  • Updated 2 years ago
I recently ordered the 900WES-bundle with some extra add-ons.   Much like others posting here, my hub does not connected.  I have tried all the various steps of power cycling router, hub, etc.  It shows solid blue lights both for sensor and connection.  When I try and activate it on MyAccuRite I get the dreaded "Device must be registered and be reporting data to claim it" error.  This usually results in the Network light on the HUB turning off briefly.

It took a lot of effort to navigate www.myacurite.com, www.acurite.com, the knowledge base, the forums, etc. to gather all the information and try all the tips.  It is a pretty terrible new user experience.  The hub failure is one thing, stuff happens.  But when your customer has to hunt this hard to figure out what to do, that is bad customer service.  I still have no idea how to file a return claim or what the next step is.  That is before I mention the need for an account on MyAccurate which isn't the same as the account for Acurite which isn't the same as the account to be able to post here.... >.<

If I have to sit on a phone with some customer service rep to get this addressed, I'll definitely be leaving bad reviews.  If I can order online, I can return online.

So, after that little rant - plea for help?
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Spice OfLife

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Posted 2 years ago

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AcuRite Rachell, Employee

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Hello Spiceoflife,

We are sorry for the experience you have had.  Do you have this smartHUB plugged directly into your router or are you using a switch of any kind?  The smartHUB needs to be plugged directly into the router to connect.  Do you have batteries in your sensors?  You cannot register if the smartHUB is not connected to a device.  Please let us know the model number listed on the bottom of your smartHUB and if you continue to have this issue.  Thank you and have a great day!
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Spice OfLife

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I had it plugged into a switch but tried the router directly after this reply, same thing happens.  It reports two solid blue lights until I go to the webpage to register it and the Network light goes out.  After awhile it will turn itself back on.  I tried power cycling both the smartHUB and router.

Model number is 09150M. 

As stated I got the 900WES bundle, plus I added another internal sensor.  The hub shows the sensor status light as on, so I take it that it is connecting to at least one of the devices (internal or external PRO+ one).  Could the color display be interfering?
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AcuRite Rachell, Employee

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Hello Spice OfLife,

We have emailed you on file requesting your splash page.  Please check your inbox. Thank you and have a great day!