Connectivity issues with Samsung SmartThings mesh routers, can't be configured due to region restrictions on a Mexican SmartThings account

Devices & Integrations
1

Hi everyone,

I recently purchased Samsung SmartThings mesh routers from eBay USA to set up my home network. However, I’m having trouble configuring them. The SmartThings app informs me that my account in Mexico doesn’t allow these devices, but it still gives me the option to connect them in another way. I’ve tried all the available options, but I haven’t been able to connect them.

I suspect it might be an issue related to my region. Additionally, I tried connecting to each router via direct Wi-Fi but couldn’t find the passwords. The serial numbers don’t work as passwords either.

Could anyone please help me find a solution? If the Samsung team can do something to update this situation, I would really appreciate it.

Thank you in advance for your help!

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my advice - return them and get your money back. by yourself a ST hub by itself if you want one and go for another product for wifi. :slight_smile:

if you wish to continue with your current situation - you should reach out to Support directly and hope you get a response in your region. In the ST app… tap on Menu and select Contact us.

4 Likes
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Hi, @Jorge_Ivan_Gortarez. Welcome to the SmartThings Community!
Do you know the model of those hubs? We’ve seen that buying second-hand devices from eBay hasn’t been successful because people sell hubs that have been disconnected for a long time which caused them to miss important updates required to connect to the platform.
Check with Customer Support to see if they can help you investigate further.

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Hi Nayely.

Thanks for your reply, the model is ET-WV520, I am opening a case now with technical support, hopefully we can find a solution. Thank you very much.

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I did a bridge with my laptop and it got actualized by following the steps with the smartthings app in my phone. Thans to all.

1 Like
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How can i do that bridge