WeMo Switch Setup Guide

Authored by: Support.com Tech Pro Team

1. Variable

Don't forget to mark steps complete as you go through GPs.

Don't forget to ask the guest how they heard about us and document it in the Session Properties.

2. Setup Type

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Is this an initial setup or helping the guest with a setup that they already started?

3. Plug it in

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Have the guest plug the WeMo switch into the outlet they plan on using it with.

Once it's plugged in and receiving power the small LED on the top will flash blue. In a few moments when the device is ready to be setup, it will start flashing blue and red.

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4. Get the App

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Have the guest install the WeMo app from the App Store or Google Play.

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5. Get Started

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Have the guest open the app and tap "Get Started" or "Let's Get Started on Android.

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6. Select Switch

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Next we will need to select the product type. In this case have the guest tap "Switch/Insight".

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7. Jump Networks

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Now we will need to temporarily connect to the WeMo's wireless SSID. Have the guest exit the app and connect to the Wi-Fi network with "WeMo" in the name (there isn't a password).

Please use the decision point to see more options.

8. Back to the App

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Once connected to the WeMo's SSID, go back to the WeMo app and it will automatically begin setting up the switch.

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9. Customize

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Next the guest will have the option to give the switch a custom name. This is helpful if the guest has or plans to have multiple WeMo devices but leaving all of the default names is fine too. Once done, tap "Proceed" to finish this part of the setup.

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10. Reconnect to the Main SSID

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Now we'll need to reconnect the phone/tablet back to the guest's normal wireless network. Since they were already connected before, their phone or tablet should not prompt for the password as it is already stored.

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11. Finish

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Now let's go back to the app and the WeMo switch should show up in the list on the main page and the guest can begin using it immediately!

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12. IoT Reminder

Take this opportunity to inform the guest that Target has a large inventory of IoT devices and can be a one-stop shop for the modern connected home!

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13. Disposition

Disposition the Session

1. Ask the guest if they would like to participate in a survey for the service they received.

If the guest accepts, warm transfer them to 1-855-302-1599, enter the Session # from this Cloud session and then complete the transfer ensuring the guest hears the rest of the IVR prompts. Do not give the guest the aforementioned phone number. That number is only intended for us to transfer to.

2. Click "Session Info" at the top of the session window and update all of the applicable fields to the best of your ability.

3. Click Done in the left pane

4. Click Close at the top of this session window.

A. Resolved: All calls where a service or path to a resolution was provided.

B. Not Resolved: Dropped calls / Ghost Calls / Guest needs to call back

14. Connect to the Network - Android

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Walk the guest through the following steps:

• Method 1 - The Drop Down Menu
• Method 2 - Settings

Drop Down Menu

1. Have the guest swipe down if it's a phone and up if it's a tablet (near the time, to access the menu).

2. Locate the Wi-Fi Icon.

3. Press and hold the Wi-Fi icon until the network list is displayed.

4. Within that menu you will see the available networks.

5. Tap on the network you wish to join, enter the network password and tap Connect.

Android Settings Menu

1. Locate the Apps Menu.

2. Tap on the Settings cog wheel. 

3. Tap Wi-Fi from the settings menu. 

4. Within that menu you will see the available networks.

5. Tap on the network you wish to join, enter the network password and tap Connect.

Don't forget to mark steps complete as you go through GPs.

15. Connect to the Network - iOS

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Walk the guest through the following steps:

1. Open Settings

2. Open Wifi

3. Locate and tap the guest's SSID

4. Enter WEP/WPA/WPA2 Password

5. Tap Join

6. Wait for connection (indicated by check mark)

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16. Collect Info

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

In an effort to avoid walking the guest through repeated steps, ask them what they have done so far and where things went wrong.

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17. Check Network

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Let's see if the network is functioning properly. Check and see if the guest's smart phone or tablet is connected to the wireless network and is able to connect to the internet.

Be sure to check that it's actually connected through the Wi-Fi and not falling back on 4G / LTE

18. Power Cycle

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Please have the guest do the following in this order:

1. Power off the device.
2. Power off their router.
3. Wait 30 seconds.
4. Power on their router.
5. Wait until all applicable lights are on and the router is ready.
6. Power on the device.
7. See if the connection is working now.

19. Refer to ISP/Router OEM for Network Support

If multiple devices are unable to connect to the wireless network, there is a network issue.

Please refer the guest to their ISP or Router OEM for network assistance.

Don't forget to mark steps complete as you go through GPs.