Unable to connect new Main Module

claus.bak
After having continous problem with my old Main Module loosing connection to the wifi, I have bought a new package including the Main Module and Outdoor module. No matter whether I try to connect using the scan label function or say no label on backside of the module the module never connects through my Iphone 15 PRO mobile phone Netatmo app. I have deleted and downloaded the app again but still no luck. Any help outthere?
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Comments

13 comments

Date Votes
  • Comment author
    Giada Community manager
    • Official comment

    Hi all,

    I would like to clarify some points.

    Please note that the email address contact-support@netatmo.com no longer receives incoming messages. This does not imply that we have ceased responding to our customers; rather, there is now a single official channel to contact our support team. You can find detailed information about this process in the following article: Welcome - Forum guidelines

    I also kindly invite you to review the forum rules, which appear to be misunderstood or overlooked by some.

    For instance, the moderation team is not obligated to respond to every comment. For personalized assistance, please submit a support request through our Help Center. Our customer service is exclusively provided via email. Please be cautious about phone numbers found online.

    Regarding the chatbot, we understand that wording can sometimes be confusing.

    When our chatbot asks you to “share” your invoice, it is intended as a general term that means uploading or attaching the file, so our support team can quickly access the information and assist you more efficiently.

    Our goal is to make the process as simple as possible for everyone, and we appreciate your understanding.

    @Henrik Aldrin: You should have received a no-reply email explaining how to contact us, as your message from Friday was automatically closed.

    Have a nice day.

  • Comment author
    Permanently deleted user

    I have this same problem and i have found no solution , problem is the new update

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  • Comment author
    claus.bak

    Hi Sebastian.
    I realised that ny problem was my mesh router running 5GHz.
    After setting it to 2.4GHz under installation of the main indoor module all works now.
    Hope I wouldn’t get into your problem at a later stage.
    Good luck :-)

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  • Comment author
    Permanently deleted user

    But i tried with a WIFI repeater 2.4 GHz , no connection

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  • Comment author
    Permanently deleted user

    im deleting after 8 years this account i get no help

    -1
  • Comment author
    Henrik Aldrin

    Same problem here!

    I sent the email below, but "Customer support" could'nt reply no more on "contact-support@netatmo.com". I was told to go to this community in FRENCH (I do not speak a single word!):

    Software that sucks and brilliant hardware!?

    I'm an old user since 2019 and decided to invest in the new Weather Station, gen 2.
    Lucky me, I think I was one of those chosen10 persons that got a refund!? At least I think I'm worth it, considering all frustrations and pain during 6 years! No, a return will instead certainly give me the money back!
     
    I am so sick and tired of that the same problems from 2019 are still present in 2025. "Customer support" is nothing else but a bunch of articles to explore on Internet. And the wording you'll find on the Internet reflect entirely the bad instructions in the software! This is unbelievable, since you by all means lose customers!
     
    I tried to install the new weather station and wanted at the same time keep the old station on the same account. Nothing worked, of course. One article on Internet suggested the same procedure as the one that just failed for me.
     
    Really puzzling is the fact that the app gave me the options to provide a QR code och not. Not even the new Station package provided a QR code, but that choice was the only one that gave me the opportunity to set up a new home on the same account! I did not in fact need to provide a QR code, hurray! There was indeed an option to provide a CODE instead. WHAT CODE AND WHERE DO YOU HIDE THE QR CODE!?
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  • Comment author
    claus.bak

    The fact that it is customers only discussing problems here with no interaction from the Netatmo company makes me choose another product as first given chance.
    Good luck out there.

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  • Comment author
    Permanently deleted user

    And the netatmo chat requires me to "share" the invoice before the AI !!! can answer a question.

    I'm so frustrated by the choice of words in their documentation.  Perhaps it's a french company and native english speakers:  

    In the chat I'd "attach" the invoice not share it.

    Optional "support" (tech support?) is a mounting device.

    and on...

    it's likely I'll be returning this as well.

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  • Comment author
    Henrik Aldrin

    What does the heading "Netatmo help" signify in this community?

    Emails are no longer being replied to!

    A customer service phone number is not available!

    Customer concerns regarding BASIC issues in this thread (perhaps all threads) are not being addressed!

    Is there another reason for this situation, or is Netatmo in dire straits?

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  • Comment author
    Henrik Aldrin

    Dear Giada,

    No, I did not receive any no-reply email explaining how to contact you.

     

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  • Comment author
    Giada Community manager

    Please check the spam folder 😉

    To contact our support team and receive technical assistance, please visit: https://helpcenter.netatmo.com/hc/.
    Select your product, find the article that fits your case, and click 'Submit a request' at the bottom. Fill in your request by describing the situation you are facing off, our team will reply via email.
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  • Comment author
    Henrik Aldrin

    Dear Netatmo,

    I am requesting a refund due to unhelpful customer service and poor communication. I received just one response (ticket 3324541) on how to connect the new Weather station to Windows, not iOS(!), using a cable. However, when I inquired about the specific type of cable needed, they were unable to read my emails and reported receiving four empty messages!!!

    My queries about connecting the Weather Station have in other words gone largely unanswered, and my follow-up email since July 16th remains still ignored:

    “It appears that your system is blocking my messages. After several attempts, I have determined that you can only receive text files. How can we communicate under these circumstances?

    I have removed my digital signature. Can you read this now?”

    I paid Netatmo SAS (from Sweden) 1,939 SEK on July 5th, after receiving an invoice on June 5th. With no contact information provided, please advise how and where I can return the product and receive a full refund without additional charges, such as freight costs.

    Regards,

    Henrik Aldrin

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  • Comment author
    Giada Community manager

    Hello Henrik,

    I confirm we received your last email.

    Our agent will get back to you asap. If you need to send a screenshot, please try with a different email address.

    We appreciate your patience.

    Have a nice day.

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