I opened another support ticket and Wyze finally agreed to replace the Sense Hub. I received the unit and - guess what - it has been 100% rock solid since the minute I installed it. So, the problem was NOT my network, the problem was a failed Wyze product, as I tried to tell them over many hours over several days trying to work with them.
My complaint is that the RouteThis app brings up false positives that unfairly blame the customer’s network, even in a very clear cut case of a failed product. Wyze tried to claim that even though my network routinely supports multiple 4K HD streams and video conferencing without blinking an eyelash, it was insufficient to support a Sense Hub, which requires, I’m just guessing, 0.001% as much bandwidth. It just doesn’t make any sense.
RouteThis claimed two “problems” with my network, the first being “too many devices”, 30 to be exact. I will hazard a guess that most networks have at least 30 devices, particularly if they are a Wyze customer. Wyze Plugs and my Wyze Vacuum count against this number, even though the bandwidth requirement of all of these together is basically zero.
The second “problem” claimed was “other wifi networks interfering”. OK, I have a printer and a thermostat that I haven’t bothered to shut off the access point, but the point is, neither of these interfere with anything else on the network. When I checked with the WiFi Analyzer app, the other wifi network signals were 20 decibels below my main wifi, and given that this is a logarithmic scale, these signals are 2 logs (100 times) less than my wifi signal. Since when is 1% of interference an issue?
My belief here is that the RouteThis app is measuring ticky tacky, basically irrelevant factors, and then Wyze is using those to blame the customer’s network, even in the case of a clearly failed product.
My request is either that, the RouteThis app be reworked to measure only relevant metrics, or the Wyze staff be better trained on interpreting the RouteThis output, or that Wyze stops using the RouteThis app.
I think conceptually, RouteThis is a great idea, it allows Wyze to get insight into the customer’s network that they otherwise could not get. But, as it is now implemented and used, it is not fairly representing what might be a product issue vs what might be a network issue.