Varilight smart dimmer switch loses connection

[Aileena]

Hi,

I have the smart dimmer switch (https://www.varilight.co.uk/configurato ... e=JQSM101W) connected with a Philips Clear LED Globe Lamp (https://www.downlightsdirect.co.uk/phil ... bulbs.html).

I'm having issues where every so often the light randomly turns off, and/or it cycles between 100-0-100-0% a few times, then the switch becomes unresponsive and I have to re-login to the Supla app, then turn the light off and on again on the app, which reconnects the switch and the light starts working again. I have 1 switch controlling 1 bulb.

I have all lights set to Dimming Mode 1.

I am using the Xiaomi 14T pro phone when accessing the Supla app.

After setting up the lights I don't go on the app to use the lights unless it's to reset it due to this issue.

With the bathroom and kitchen lights which are using the Philips Master Value 3.7W GU10 LED Dimmable (https://www.downlightsdirect.co.uk/phil ... mable.html) bulbs it seems to work fine (1 switch controlling 4 bulbs).

I've also noticed that everytime I go on the app, it asks me to login again so I'm wondering if the issue could be the app?

We have 6 dimmer switches that run 8 circuits:
- Bedroom 1 gang -> 1 bulb (Has issue)
- Office 1 gang -> 1 bulb (Has issue)
- Hallway 1 gang -> 1 bulb (Has issue)
- Living Room 1 gang -> 1 bulb (Has issue)
- Bathroom 2 gang with 3 recessed led lights (No issue)
- Extractor fan (untested, not hooked up yet)
- Kitchen 3 gang with 4 recessed led lights, under cabinet led strip and outside light (No issue)

The bathroom, kitchen, kitchen led and outside light haven't had any problems (at least, not seen any issues), only the bedroom, office, hallway and living room have had issues (bulb loses connection altogether or suddenly cycles between 100-0-100-0% a few times)

Another thing to mention is that we've tried turning off the fuse, but this completely resets the lights so I have to go back into the Supla app and set them all up again one by one as they lose their dimming mode.

Even after this, not long after the lights will lose connection again.

I've also tried reinstalling the Supla app, as well as trying on a different device (Xiaomi 12T pro instead) but the issue still remains.

The router is in the office room yet the light in the office room is one of the ones with the issue.

Many thanks

[JackVarilight]

Good afternoon,

I believe that myself and my colleague Josh in Varilight Customer services have been assisting you with this enquiry over on our own website. I can confirm that your replacement modules are in production and will be available within the next 5-10 working days.

Kind Regards,
Jack
Varilight Customer Services

[Aileena]

Hi Jack,

Thanks for confirming, Josh asked me to contact someone from Supla whilst we wait for the new modules to be manufactured.

I went on the Supla app and followed the Help button which took me to the forums so I posted the issue here, let me know if it's supposed to be somewhere else though!

Many thanks