Frequently Asked Questions

                   CONNECTED LAUNDRY : F.A.Q

 

Q: Which machines are able to be connected?

A: At this stage (early 2018) only the AEG 9000 washing machine and 8000 Tumble dryer have connectivity.  To be certain the specific model is “connectable”; there should be a WI-FI symbol present alongside the model identification on the dispenser/condensate drawer at top left of the machine.

 

Q:  My new appliance has been installed but I can’t connect my mobile device to it.  Why not? 

A:  Check the appliance is definitely WI-FI enabled:  The machine will be either an AEG 9000 washing machine or a 8000 Tumble dryer.  There will also be a WI-FI symbol present alongside the model identification on the dispenser/condensate drawer at top left of the machine.

 

Q: I have a “connected” machine what do I do next?

A: Do you have the “My AEG” app installed on your smart device? You can download this from the appropriate online store depending on the operating system of your smart device; Android/IOS?

 

Q:  I have the “my AEG” app installed but I can’t connect my mobile device to it.  Why not? 

A:  Is your home WI-FI available?  Ensure this doesn’t require a second stage of log-in like many “free Wi-Fi’s” (Electrolux guestnet, MacDonald's etc).

 

Q:  I have the “my AEG” app installed but I can’t connect my mobile device to it.  Why not? 

A:  Have you followed the “on boarding” process and connected both your app AND the machine to your home WIFI?....  If not follow the “on boarding” steps in your user manual along with the on screen prompts

 

Q: Where do I get the “my AEG” app?

A: Depnding on what operating system your mobile device has (Android/IOS): Download the MY AEG app from either google play or the apple store.

 

Q:  How do I connect my machine to the internet? 

A:The machine doesn’t connect to the internet. You must have Wi-Fi in the home and follow the “on-boarding” process to remote control the machine using your smart device.

 

Q: Is my Wi-Fi router the right one?

A:  The Wi-Fi router must operate at the correct frequency:  2.4Mhz

 

Q: Is my Wi-Fi router the right one?

A:  The Wi-Fi router must have open capacity.  IE:  some routers have a limit to the number of devices which can be connected to them.  

 

Q:  What else do I need to know about the router?

A:  The router must be located in a position to provide a strong signal to both the mobile device and the appliance to be connected.

 

Q:  I have WI-FI available but I cant connect/pair my machine/device.  What is the issue?

A:  For the “on boarding” (connection/pairing) process to be successful the signal is required to be at least 4/5.  It maybe necessary to reposition the router and/or the appliance/device to ensure sufficient signal strength is available.  The signal strength can be checked on the appliance via: settings - Wi-Fi - “Check network”.

 

Q:  I keep losing connection to my appliance especially if I go upstairs/into the garden.  How do I stop this?

A: Once “on boarded”; reasonable signal strength must be maintained to preserve contact between devices.  In a large house, the router may not provide suitable coverage in all rooms.  Similarly outside of the house is unlikely to have sufficient signal strength/coverage.

 

Q: Do I have to reconnect the appliance/device when I turn the machine on/off? 

A:  When you first on-board the machine the app will ask if you wish to remember the network.  If you answer yes to this, the app/machine will connect automatically when switched on

 

Q:  When I turn the machine on, the Wi-Fi takes a long time to connect and I have to stand alongside for ages.

A:  Although the machine will automatically re acquire the network when switched on, this will take around a minute whilst essential checks and tests are carried out and the status of the appliance is determined.  Provided both devices remain within the range of the WI-FI, the connection will remain and the appliance can be remote controlled. 

 

Q: Can I get WI-FI added to my current 9000/other washing machine/Dryer/appliance ? 

A:  Unfortunately this is not possible.  Only machines factory fitted with the correct hardware and software are able to be connected to Wi-FI. 

 

Q:  Why cant I connect to my machine outside of my home, will it not connect through the internet?

A:  Although this will be possible in the near future, currently the software requires both devices to be connected to the same WI-FI network and so, this means the remote control function will only work within the home environment.  

 

 Q:  When will I be able to connect via the internet, will I need to buy something extra for this, what extra benefits will this bring?

A: It is expected “connectivity” will, in the near future expand to encompass a “cloud based” facility, this will then mean the benefits currently limited to “in house” use, will be available anywhere the internet can be reached.   It is widely believed that extra benefits will come with this functionality and even see machines; “future proofed”, with upgrades and extra programmes becoming available online.  This will ensure “connected” appliances are always up to date with the latest technology. 

 

Q: Do I have to reconnect the appliance/device when I turn the machine on/off? 

A:  When you first on-board the machine the app will ask if you wish to remember the network.  If you answer yes to this, the app/machine will connect automatically when switched on

 

Q:  When I turn the machine on the Wi-Fi takes ages to connect and I have to stand alongside for ages.

A:  Although the machine will automatically re acquire the network when switched on, this will take around a minute whilst essential checks and tests are carried out and the status of the appliance is determined.  Provided both devices remain within the range of the WI-FI, the connection will remain and the appliance can be remote controlled. 

 

Q: Can I get WI-FI added to my current 9000/other washing machine/Dryer/appliance ? 

A:  Unfortunately this is not possible.  Only machines factory fitted with the correct hardware and software are able to be connected to Wi-Fi. 

 

Q:  Care advisor – It is possible to scan the care label?

A:  Although not at this stage, this is another future development currently under evaluation.  It is hoped  to bring this ongoing development within “Care advisor” in the future, to further simplify the “care” process.

 

Q:  When will I be able to connect via the internet, will I need to buy something extra for this, what extra benefits will this bring?

A: It is expected “connectivity” will, in the near future expand to encompass a “cloud based” facility, this will then mean the benefits currently limited to “in house” use, will be available anywhere the internet can be reached.   It is widely believed that extra benefits will come with this functionality and may even see machines; “future proofed”, with upgrades and extra programmes becoming available online.  This will ensure “connected” appliances are always up to date with the latest technology. 

 

Q: Do I have to reconnect the appliance/device when I turn the machine on/off? 

A:  When you first on-board the machine the app will ask if you wish to remember the network.  If you answer yes to this, the app/machine will connect automatically when switched on

 

Q:  When I turn the machine on the Wi-Fi takes ages to connect and I have to stand alongside for ages.

A:  Although the machine will automatically re acquire the network when switched on, this will take around a minute whilst essential checks and tests are carried out and the status of the appliance is determined.  Provided both devices remain within the range of the WI-FI, the connection will remain and the appliance can be remote controlled. 

 

Q: Can I get WI-FI added to my current 9000/other washing machine/Dryer/appliance ? 

A:  Unfortunately this is not possible.  Only machines factory fitted with the correct hardware and software are able to be connected to Wi-Fi. 

 

Q:  Care advisor – It is possible to scan the care label?

A:  Although not at this stage this is another future development currently under evaluation.  The ambition is to launch this ongoing development within “Care advisor” to further simplify the “care” process.

 

Q:  Is it possible to tailor/save special programmes?

A:  Cycles from care advisor can be saved for future use and given a name to be easily recalled for future washes. The heart symbol enables the save function and the on screen prompts should be followed. 

 

Q:  Services – How will I obtain after sales and or maintenance services on my connected machines?

A:  The app is connected to the Web Self Service online portal, which can help in the case of error codes or other issues.  Consumers can easily access additional information and some diagnostic procedures.  The app can also assist if more specialist assistance is required and can provide access to the consumer contact centre.  However is service is required the same process as for non-connected appliances can be followed.