I’ve had the Zwift Hub since it came out. Always had lots of connection issues, drops, and no consistent best way to get it to run. Sometimes I’d run it on my phone in the Zwift app, sometimes on my laptop via the companion app.
I’d recently let the Hub sit for a few weeks with no activity, in part because I managed to drown my phone so much with my salty sweat that it would not display anything unless I squeezed the front screen display and the back panel of the phone together with my fingers.
Yesterday I wanted to do a ride. Updated Zwift on my PC and wanted to see if I could just connect via my laptop’s own bluetooth connection (has never worked). No, didn’t work. I squeezed my phone together will all my strength and got into the companion app. The app shows the firmware on the Hub needed to be updated. It did not want to do so. “Updated failed” and “Connection failed” and “Only connect one device at a time” messages again and again, per default. I still don’t believe I was doing anything wrong. Eventually the Hub showed up on my laptop screen showing the “no signal” error. It mentioned that a firmware update was available. Sure, great. I tried to get it to update in various ways in the companion app with no luck until I could not wrangle my phone together with my fingers anymore and I gave up.
Today I bought a new phone (Oneplus Nord 2T - does Bluetooth versions matter?) and figured I could finally set it all up. No, absolutely not. Hub wakes up when connected to power chord, seemingly goes into pairing mode but nothing turns up in the companion app on my new phone. Tried downloading the Zwift app on the new phone as well, nothing shows up. Updates, reinstalls, nothing. My laptop was switched off, battery in old phone off, nothing else it could be connected to. And it was blinking blue. Nothing.
I tried various orders of doing things - first powering up the hub, then opening the companion app, then the zwift app on my laptop, or any order of those. Nothing.
Then, to my surprise, when I decided to power on my old phone, it was still showing the update available in the companion app on that phone. And for some reason,all of a sudden the Hub looked as though it was paired (no more blinking) and it showed up on my laptop. First with no signal, but all of a sudden working. My laptop was set to pair via bluetooth (which, again, has never worked for me), not via the companion app. Utterly bizarre. Still couldn’t update the firmware.
So, as absurd as it sounds, it looks like my old phone is “keeping the Zwift Hub captive”, even when the phone isn’t even on and although the Hub is still here blinking at me like a blueeyed cyclops from ****. Factory reset? Try the companion app, right? F… annoying.
I figured my old phone might release my hostage Hub if I deleted the companion and Zwift app. Nope, didn’t work. All the while, my technique of squeezing the front screen and back panel together on that old phone is turning my fingers into acid and I’m getting desperate. After uninstalling and reinstalling the companion app and still seeing the message in the main feed that a firmware update was available, I finally managed to squeeze the phone so hard that I made that whole problem worse. Basically the phone is inaccessible now, the screen is dead.
So, now I have a hostage Zwift hub on a phone that no longer works - i.e. I threw away the key. I even signed up for Rouvy - didn’t find the Hub.
I’ve obviously looked through all the generic guides (yes, I made sure the Hub isn’t connected elsewhere, yes I tried to limit the amount of bluetooth action going on in the room, yes, I’ve tried to update this and that) and it seems there’s nothing out there. If nothing else, I guess it could be a cautionary tale for those considering whether to buy the Zwift Hub.
How do I fix this problem? How do I even reach customer support?!?!