Current Events > Ego is now working with their app support team (finally) about my generator

(+) Yeah! (+)

tl;dr: They have been trying to go around in circles for about 3 weeks now and trying to say it's a problem with my wifi. Even after I've tried 4 separate routers, including my wifi hotspot, they still tried to blame my wifi. They're finally working with their app support team to try to figure out what the problem is.

Trying to get them to actually help troubleshoot this generator has been a pain in the ass. It just won't connect to wifi.

I initially looked for resources online to see if a solution was known. The only thing I could find was to turn off 5GHz and force it to connect on 2.4GHz. That didn't work. So I called their support.

Ego: It shouldn't be this hard to get it to connect to wifi. Go ahead and get a replacement form Amazon.

Cool. Did that. Replacement doesn't connect to wifi either.

Ego: The problem is with your wifi. Here is a document that outlines steps you've already tried. Try those and get back to us if it doesn't work.
Me: I've tried that already.
Ego: OK, we'll escalate this to our technical team.
Ego technical team: The problem is with your wifi.
Me: How is the problem with my wifi? Everything connects to my wifi just fine except for this Ego Powerstation. I've also tried two separate routers. I was in the process of upgrading from a WIFI5 mesh system to a WIFI6 mesh system and it wouldn't connect to either one.
Ego technical team: Try using a hotspot instead from your phone.

I only have one device with android and hotspot capability. In order to get it to connect, you have to use their android/iOS app. A phone cannot discover itself as a wifi network, so I had to wait until Christmas to go to my mom's house and try it there. I installed the app on her phone and then used my wifi hotspot. The thing would not connect.

I used zoom to record me trying to get it to connect to my mom's wifi and my hotspot and it wouldn't connect to either. So at this point, I was sure it was either a problem with the app or the device itself. I sent them the videos and a detailed email explaining everything.

Ego technical team: The problem is with your wifi
Me: HOOOOOOOW!? I've tried 4 different routers at this point. 1) My old WIFI5 router, 2) My new WIFI6 router, 3) My mom's router, and 4) My hotspot. Everything connects just fine except for the ego Powerstation. I sent them a list of the ~12 devices I have connected to my wifi. Doorbell, smart TVs, phone, work laptop, game systems, etc.

They escalated the case to a manager and now they're working with their app support team to look into why it won't connect.