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Posts: 4
Registered: ‎01-15-2019

Two issues with my Insignia refrigerator/freezers when connected to Insignia Connect

Hello,

 

I purchased two of these for my garage: Insignia 2101 Cu Ft FrostFree Upright WiFi Convertible FreezerRefrigerator White
Model: NS-UZ21XWH7
SKU: 5560300

 

I was able to connect to my wifi with the app. I added an extender so the signal is very strong. I have one set to a freezer and one set to a refrigerator. For some reason, the app regularly alerts me that they have lost the wifi connection. That isn't a big deal but here are two issues that are. First, occasionally, the refrigerator on the app says that the temperature range is 95 to 115 degrees F. The refrigerator does heat up above my initial setting. This has happened several times. I have unplugged and restarted the refrigerator/app which seems to fix the issue but this is a serious bug.

 

The second issue that just happened yesterday is that my freezer changed itself to a refrigerator and raised the temperature from -10 up to 40 degrees, which is a huge deal! Some of my food was ruined.

 

I have since disconnected the units from the mobile app. I shouldn't have to do this. Can you help me figure out what is going on?

 

 

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New Member
Posts: 4
Registered: ‎01-15-2019

Re: Two issues with my Insignia refrigerator/freezers when connected to Insignia Connect

Update - Since I disconnected the units from the app, the freezer has still randomly changed into refrigerator mode and the temperature has gone from -10 up to 40 degrees. I called Best Buy support and their Geek Squad came out. They ordered new circuit boards and will replace them next week. Hopefully that will fix the issue. 

Posts: 9,082
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Registered: ‎09-29-2008

Re: Two issues with my Insignia refrigerator/freezers when connected to Insignia Connect

Hello jhlearn,

 

Welcome to our community; I apologize for the late reply.

 

I'm happy to hear that Geek Squad was able to diagnose the issue and appears to have a plan to get you on your feet. Please be sure to let us know how your service call goes.

 

Thank you for writing to us and for sharing the update!

John|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎01-15-2019

Re: Two issues with my Insignia refrigerator/freezers when connected to Insignia Connect

The geek squad technician just left. He replaced all circuit boards on both units. I'm not too thrilled that he had to chip the paint around the front display panels in order to replace them. I connected them to the wifi and added them to the app. The app for the refrigerator shows it in Freezer mode when the front panel shows it in Refrigerator mode. The app shows the Refrigerator cooling down to 10 degrees. This is concerning. Also, when I looked at the Freezer in the app, the app unexpectedly closed. When I re-opened it, it seems to be displaying the Freezer correctly. I just hope it doesn't randomly change from Freezer back to Refrigerator mode again like it has been doing almost every day since I bought it. The circuit boards have all been replaced so is there something else that can be done to fix these bugs?
Posts: 6,746
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Registered: ‎11-30-2015

Re: Two issues with my Insignia refrigerator/freezers when connected to Insignia Connect

Hello, jhlearn,

 

Thanks for sharing an update with us regarding your repair. We’re happy to hear that both units appear to be working at this time. If you happen to notice any other issues, please give us a call at (877) 467-4289. Our phone support teams would be best positioned to help you troubleshoot in the moment or offer additional assistance.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎02-26-2019

Re: Two issues with my Insignia refrigerator/freezers when connected to Insignia Connect

The technicians with figure out and provide you with the best solution.
New Member
Posts: 4
Registered: ‎01-15-2019

Re: Two issues with my Insignia refrigerator/freezers when connected to Insignia Connect

Hello again. I do have some updates to share.

 

First, I had both units replaced completely under warranty because I found out that the technicians had replaced the wifi module with a chest freezer part insteady of the correct part (apparently they look exactly the same). That resulted in the refrigerator saying it was a freezer and the freezer was not reporting correctly either. I'm still not sure why the freezer was randomly changing mode into a refrigerator before the boards were swapped out.

 

Second, I actually spoke with an Insignia developer. He was able to connect to both units via the cloud and run some tests to tell me about the first issue. Some insight - he told me that the app didn't work very well with Fahrenheit and said that it should work more accurately in Celsius. This is a known issue. He said that the Apple version of the app doesn't work as well as the Android version. If at all possible, he suggested configuring devices with an android. Once they are configured, the iPhone or iPad can connect and should be able to read the data.

 

I haven't connected my new units to the app yet. I'm afraid they'll get all buggy again. So far, they seem to be functioning properly aside from a high pitch whine that comes from the freezer sometimes when I close the door. Hopefully all of the issues can be worked out soon and I'll give the wifi another try so I can see the true internal temperatures and get notifications if the doors are ever left open.