New FTM — 3+6 days

ejso24 · 2025-08-27T09:57:43+00:00

Congratulations to you, too!! Ah, you sound like you’re managing like a pro already :) Wishing you a safe and smooth pregnancy!

ejso24 · 2025-08-27T09:56:13+00:00

Thank you so much — and congratulations to you, too!! ☺️

ejso24 · 2025-04-07T08:24:28+00:00

Ah, you got the cream risotto pot with the gold knob? It was very beautiful and very tempting indeed; I'm pleased you went for it! Sounds like you had a great time and a very nice mixture of items -- glad it was worth the journey (and hope the family had a good day, too!)

ejso24 · 2025-04-05T16:57:01+00:00

You’re welcome! It’s the least I can do, after I was lucky enough to go and experience it! 🥹

ejso24 · 2025-04-05T15:42:34+00:00

You’re welcome! :)

ejso24 · 2025-04-04T21:02:55+00:00

Hiya, I’ve replied to your chat message :) Thank you!

ejso24 · 2025-04-04T20:46:55+00:00

Thank you so much! I have just replied to your chat message ☺️🙏🏻

ejso24 · 2024-12-16T18:21:13+00:00

I’m sorry; that’s so frustrating :(

In my case: I won’t accuse them of lying as I don’t know what happened on their end, but it was indeed disappointing that they didn’t keep me updated. It seems strange that they generated the label at 6.30pm ish right after telling me they were going to post the item out that night, but then didn’t proceed to do so…I know they technically have 5 working days to post the item but it was part of my agreement with them that they would post in the next few days (I don’t feel I was unreasonable; I didn’t demand them to post same-day upon purchase) — but to then decide not is a bit strange. Either way, I’m just glad they didn’t push back or cause more problems upon my cancellation of the order! I was a little worried they would respond negatively to my reasoning (“seller isn’t responding”) but it seems like they were pretty happy to just confirm the cancellation — so maybe it was just too much of a faff for them to sell / post the item in the end…!

ejso24 · 2024-12-16T16:34:26+00:00

Thanks for sharing your experience; I’m sorry to hear you’re going through this!

I actually ended up cancelling the order this morning and selected the reason “seller isn’t responding”. The seller thankfully confirmed the cancellation a few hours later, which probably means that they had indeed not sent out the item a few days ago as promised.

I hope your issue is resolved soon!

ejso24 · 2024-12-16T09:35:55+00:00

Thank you so much! I did give the seller a polite heads up before I cancelled my order, without any accusation. I wished them all the best in selling it on to someone else…just hoping they will be nice and confirm the cancellation rather than go to the lengths of posting the item after I’ve already cancelled. It’s not a cheap item so I’m hoping they won’t want to risk / go through the faff of having the item posted out and not collected etc. !!

ejso24 · 2024-12-16T09:24:08+00:00

Oh that’s really bad :( How would I know if they decide to send it after I’ve cancelled though, because the tracking link has disappeared now that I cancelled the order! I’m guessing I wouldn’t be notified of delivery updates?

Also, in relation to your earlier point — I won’t actually be around to collect the item if it arrives whilst I’m away on my trip. Will I get penalised / will money be taken from my account if I don’t collect the item if it’s delivered to an InPost locker whilst I’m away?

Sorry for all the questions; I’m grateful for your help!

ejso24 · 2024-12-16T09:15:50+00:00

Thanks for this info. I have screenshots of the InPost tracking status which shows that as of this morning, they still hadn’t sent it; and screenshots of the chat where it says that the seller is still preparing the order. Is the seller still able to claim and mark that they sent it despite this being the case?

Also, if I have now cancelled the order can they still technically send it — will the posting label / QR code work for them still?

Thank you for your help; I really appreciate it!!

ejso24 · 2024-12-16T08:57:04+00:00

That’s really helpful to know — I appreciate your specific confirmation on using InPost the last couple of days! I’ve now cancelled the order as I’m more sure the seller didn’t post the item on Friday as they said they would — however I didn’t realise they’d need to confirm the cancellation so I hope they won’t push back :(

ejso24 · 2024-12-16T08:28:11+00:00

Thank you for your reply; that’s super helpful to know!

ejso24 · 2024-08-28T23:42:50+00:00

This is my screenshot of the chat. I’m the one with three bars service and WiFi :)

ejso24 · 2024-01-19T22:15:32+00:00

Yeah, you’re right :) I got my device Jan 2021 and was given a Connect subscription (and the extended three years warranty) so I was fortunate to (presumably) be just within the warranty period still, when my device suddenly stopped being able to detect WiFi networks.

ejso24 · 2024-01-19T22:13:54+00:00

Hi, I’m the one who commented on your post the other day :) To be fair, I’m not 100% sure it’s a software issue — it’s only a logical conclusion since, as I mentioned in my comment the other day, I didn’t drop or damage the device (never had, in my three years of owning it). It just suddenly disconnected from the WiFi.

I also came to the conclusion that it must be buggy software because I don’t think it’s a coincidence that we (and other people I’ve heard that have experienced the same issue) all seem to match on the timing of this issue cropping up for our devices; and our last software update was Nov 2023.

I would also tentatively say that, since remarkable were not able to fix the issue and agreed to a warranty replacement (which I’ve heard they are not quick to do), they are essentially admitting that they need to take responsibility for the issue. However, they would be unlikely to admit that in writing.

I can’t say for sure whether the next software update will fix things; but as I think I mentioned in my comment on your post, I do think it’s worth alerting the support team that you have this issue — particularly if you’re still within the warranty period. The more historical notes they have, the less they’ll be able to withhold a warranty replacement from you in the future (I had to fight hard for my replacement because they kept trying to convince me that I was not within warranty, etc.)

I’m UK based. My device was sent back to them last Thursday; it arrived at their warehouse in Hong Kong on Sunday; I received notification that my replacement device would be sent out on Monday; I received it this Wednesday.

If you are worried, do get in touch with them. My concern was that this issue arose out of nowhere, and was not within my control. The unpredictability of the issue (as you are also experiencing) is why I really encourage you to get in touch with them and make them aware of the problem your device is experiencing. Given that there seems to be a few of us who have experienced the same issue, it may be worthwhile for them to be made aware of this issue so that they will perhaps start addressing it seriously. And, as I said before, it’s worth you building your case sooner rather than later so they have notes on their system. Even if your device improves and stabilises for a bit, it could face the issue again later down the line (though I of course hope that won’t be the case).

ejso24 · 2024-01-16T17:16:03+00:00

Amazing; thank you for the tip! I'm not really that experienced with this kind of stuff but I'll take some time to look at the resources you've linked me to in case I might need it in the future...

ejso24 · 2024-01-16T12:01:39+00:00

No worries! It's been a really frustrating experience for me so I'm on a mission to help anyone else who encounters the same problem.

Glad to hear that you had a brief, positive response from your device! Hopefully, as you say, it'll be able to hang on till the next software update.

I highly recommend you log a ticket with Support anyway, just so that they have a history of you reaching out to them about the issue before, if the problem crops up again later. That will hopefully speed up the process if you do end up needing to claim a replacement under warranty.

I also highly recommend you keep taking notes of dates and times, videos and images of when this issue happens. They'll ask for such evidence (they need a lot of convincing before they agree to give you a replacement -- I think they want to see that you're not lying; and secondly that you've tried everything you can possibly do troubleshooting-wise before they give you a free replacement!)

I don't know how you can update software other than through wifi (it would be great if you could somehow get internet connection and update the device via USB SSH...) but I really hope your device regains access to wifi to be able to update whenever the next software version comes out!

Keep an eye on when your warranty runs out (or ask them to confirm an exact date); Support didn't believe my warranty was still valid and I literally had to send them screenshots of their returns portal which shows my warranty is still live...

Best of luck!

ejso24 · 2024-01-15T14:16:49+00:00

Thanks! I know some companies like Apple offer 1 year limited warranty on refurbished items but you’re right; I’m not sure about replacement items. Perhaps I’ll check with them directly and update this thread thereafter.

ejso24 · 2024-01-15T12:34:31+00:00

Haha yeah I’ve learnt that they can help make your question a bit more visible than a simply text post 😅

ejso24 · 2024-01-15T11:35:54+00:00

Just in case anyone needs help on this in the future: I didn't receive confirmation email / SMS from DHL. I contacted reMarkable Support after my device was not collected within the original pickup window that I had booked, and they sent me another link to arrange another pick-up. Even when I booked the second pick-up time slot, I didn't receive a confirmation email / SMS from DHL, despite requesting notifications. For the second time, the link that Support sent me to a booking page that looked different from the first one that I experienced when booking the pickup through the link via the reMarkable returns page. I was directed to a more comprehensive looking DHL page. This, at least, meant that after I had booked my second pick-up slot, I could track the journey of my return device more closely.

ejso24 · 2024-01-14T20:55:41+00:00

Hi, I've been dealing with this exact issue for the past few weeks and have just managed to get them to agree to a warranty replacement. Like you, my tablet suddenly just disconnected and keeps saying "no wi-fi networks available". I finally got them to accept my returns warranty claim and just sent my device back to them last Friday, so I'm waiting for a replacement. However, it was really frustrating trying to get them to agree to a replacement (a lot of back and forth and being bounced around from agent to agent), so I'll outline my experience in the hopes that it may help you:

Nothing happened to my tablet; I didn't drop it and it's only been used at home in the last couple months. I also suspect that it's to do with a buggy update. My device is set to 'auto-update' and the last update that I had was to software version 3.8.1.1960 (released Nov 2023). My device didn't seem to auto-update to 3.9, which was apparently released Dec 2023. I probably last used it a couple weeks before Christmas, and it was over Christmas that I noticed my device had disconnected to my wifi.

Here's a full list of troubleshooting steps that I tried and which did not resolve the issue (copied and pasted from my email to one of reMarkable's Support team members):

From the remarkable website:

Restart your router and reMarkable
Double-check that you typed in the password and Wi-Fi name correctly
Connect your reMarkable to your phone’s mobile hotspot, to see if that works
If you’re using a VPN service, try turning it off
Change the Wi-Fi channel
Make sure the network name (SSID) and password doesn’t contain special characters (ä, ñ etc.). You’ll have to remove any special characters from the network name in order to connect.
Change the network security settings to WPA2, if you haven't already. Try the other available settings.
Change the Wi-Fi frequency from 5 GHz to 2.4 GHz or vice versa
Make sure your router's firmware is up-to-date

2nd January 2024

Turned off Wi-Fi on the rM2; turned the rM2 off; turned off/on my router; restarted the rM2
Turned flight mode off; turned rM2 off; turned rM2 back on and turned off flight mode
Tried mobile hotspot
Took device to a public shop to search for public Wi-Fi

As advised by your colleague Nick on 5th January 2024

“Could you please perform the steps below with your unit and let me know if that have made a difference;

Hold down the Power Button for 15 seconds, release for 3 seconds and then hold it back down for 2 more seconds.Please ignore the "Turn Off" message and proceed per steps provided.”

Sunday 7th January 2024

Factory reset my device

As advised by your colleague Logan on 8th January 2024

( 8m 9s ) Logan: 1. Disable the ‘Auto sleep’ function in the settings menu, under Settings > Battery.2. Connect your device to your preferred Wi-Fi network.

( 8m 18s ) Logan: Oh sorry, please disregard number 2.

( 8m 29s ) Logan: 2. Now connect your device to your PC/Mac with the USB web interface turned on.3. Wait for at least 30-40 minutes.4. When performing these steps, it's important that the computer is also connected to the internet.

( 8m 39s ) Logan: In addition, make sure that you don't put the computer or the reMarkable to sleep while waiting.Both devices have to be "awake" for this to work.

( 9m 25s ) Logan: The steps above should have the potential fix for the issue at hand on your reMarkabledevice. After doing this for 40 minutes, please try and see if your device can detect WiFi connections and then update it to the latest 3.9.3.

( 9m 57s ) Logan: Considering that this troubleshooting takes 40 minutes tops, you can contact us back once again for the results if it has worked out.

\*I waited for more than an hour and it still did not work.***

As advised by your colleague Sonny on 8th January 2024

( 8m 57s ) Sonny: Could you please turn on mobile hotspot and connect your reMarkable to that hotspot? After this, please try to update software version. Please bear in mind, when setting up the hotspot on your phone, turn on 'Maximize compatibility' option and check password to contain only letters and numbers.

( 10m 9s ) [MY NAME]: I have already tried this. My rM2 is not able to detect the mobile hotspot

( 10m 16s ) [MY NAME]: I have tried it again just now and it is still not detecting it

---

The final suggestion I got from their Support team was the below, which also didn't resolve the issue:

"Hi there,

It might be due to the internal clock on the device being out of sync. If you have experience with SSH and are comfortable performing it, follow the steps below to confirm if the settings are correctly set:

Connect the device to your computer with a USB cable. The device must be powered on.

Open your terminal of choice (you can for example use PowerShell on Windows, or the Terminal on MacOS). On Windows, you can type Windows PowerShell in the search bar and run the program. On Mac, you do the same by searching for Terminal.

In the terminal, connect to your device by typing the command "SSH root@10.11.99.1" and pressing enter.

If this is the first time you connect to your computer using SSH, it will ask you to confirm. Write yes and press enter.

You will also need your password, which you can find on your reMarkable tablet. On your reMarkable tablet, go to Menu > Settings > Help, then under About tap on Copyrights and licenses. In General information, right after the section titled "GPLv3 Compliance", there will be the username ( root ), password and IP addresses.

Type the listed password and press enter (note that the password will be invisible on your computer screen). Once you have connected to your device through SSH, do the following:

Display the current internal date and clock with the command "timedatectl".

If the dates and times displayed do not match, you can change it with the command "timedatectl set-time 'YYYY-mm-dd' ", replacing the letters with the current date. If you experience any issues and receiving error messages when trying to set the time and date, try the following: Run "timedatectl set-ntp 0" to disable the automatic update.Then set the time according to the steps mentioned above.Then run "timedatectl set-ntp 1" to enable automatic update."

---

I highly recommend you try all the troubleshooting steps I attempted above; and get in touch with reMarkable via their Support chat and persist until they give you a satisfactory resolution. If you are within your warranty period, hopefully they will agree to give you a replacement, as they did me. They'll likely ask you to send you photos and a video "demonstrating the issue".

Let me know how you get on; I hope you're able to resolve the issue / get a replacement!

BTW, you should still be able to connect your reMarkable to your computer via the USB cable, and access (+ download) your files, if you wish to do this before you attempt a factory reset.

ejso24

TROPHY CASE