I recently bought a Zwift Ride bike and needed (or so Zwift advised in their video) to upgrade the cog on my Zwift Hub One trainer (which is still under warranty – bought March 2024). While trying to swap the cog, my friend (who is more experienced with bikes) had to remove the freehub body, and during this process, found that a thin metal retaining ring or coil inside the freehub had snapped. We can’t reinstall the freehub now, and I’m waiting to hear back from Zwift support.
Does anyone know if it’s possible to source this part myself if Zwift takes a while to respond? Or if I should just look for a full freehub replacement, and if so, what the freehub is that I am seeking? Any advice would be much appreciated!
While you’re waiting for a reply from my Support colleagues - I’m going to venture a guess you’re talking about a circular wire spring? Is that the one that holds the three pawl teeth in place? A photo would be helpful so we can see what you’re seeing.
Thanks for your patience! My support colleagues are the ones who’ll directly assist you with any replacement parts that are needed, but I wanted to set you up for success by helping us all identify which bits are needed.
Thanks for sharing the picture! Just wanted to let you know that I found the ticket you opened and I’ve already responded to you via email! Take a peek at your inbox and you’ll see that we’ll be providing you with a new freehub body!
Thank you Fernanda. I have already had the Free Hub order confirmation email, and have just replied to your email. I will be asking a bike repair shop to install the parts to minimise the risk of problems. I cannot fault your response. I only wish I had contacted you last week when the problem occured, instead of first trying to find answers on the internet and through bike shops. I am looking forward to Zwifting again soon.
Thank you Fernanda. The free hub arrived today, and after a brief test, it seems everything works! I am very grateful for your help.
By way of feedback, it seems a number of people have experienced the same problem as me. The original free hub does not seem to disassemble from the Zift Hub One cleanly and is prone to breaking. So perhaps Zwift should either include the free hub with the Ride upon purchase, or at least give people the choice of adding it to their order. I have found the last week very stressful wondering how the issue occured and whether it would be resolved under warranty, or whether the parts would even still be available since the Hub One has been discontinued.
Anyway, that’s all done and dusted for me at least. Thanks again. Ride on!
