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Home Connect Remote Diagnostics by a member of the Home Connect support team

Home Connect Remote Diagnostics

Help is never far away – get assistance immediately over the phone or arrange an appointment with the Home Connect Customer Service for our Remote Diagnostics service. Our experts will always provide you with a quick analysis of the situation along with the right service for your Home Connect appliance.

Available from October 2017.

How does Remote Diagnostics work?

A woman checking Remote Diagnostics in the Home Connect app

Step 1: Check availability and call our Home Connect Customer Service

In the unlikely event that one of your Home Connect appliances develops a fault, first check whether it is equipped with Remote Diagnostics. To do this, go to "Remote Diagnostics" in the Home Connect app. Select "Service" > "Diagnostics and Help" > "Diagnostics" and select the home appliance for which you require assistance. NB: Your home appliance will only be displayed if it has Remote Diagnostics. If you are unable to solve the problem in this way, our customer hotline will also be glad to assist you further. Have the appliance number of your Home Connect appliance to hand. Our service team can then check whether your appliance has Remote Diagnostics.

It could be that Remote Diagnostics is not yet available for your Home Connect appliance in your country. We are continually working to extend the coverage of Remote Diagnostics and to expand the Remote Diagnostics service.

A woman noting down the date for Home Connect Remote Diagnostics in her calendar.

Step 2: Direct assistance or appointment for remote diagnostics

In many cases, our service engineers can use the Remote Diagnostics service to access your home appliance remotely, provide direct support and remedy the problem. In the case of very specific issues, you can arrange an appointment for Remote Diagnostics with our Customer Service.

Consent for remote access to the Wi-Fi-enabled Home Connect appliance via the Home Connect app

Step 3: Consent to remote access to your home appliance

Your consent enables a trained Home Connect service engineer to access your home appliance. You can give your consent either directly via the appliance or, on selected appliances, also via the Home Connect app. The service engineer then checks all the appliance functions and can even read out the memory to follow up on any error messages.

A Home Connect service employee solving a problem via Remote Diagnostics

Step 4: Problem-solving using Remote Diagnostics

Many issues can be resolved using Remote Diagnostics so that you are caused no further inconvenience. In the unlikely event that the issue is not resolved, the Home Connect service engineer can then use the analysis data acquired so that he is optimally prepared to carry out maintenance or repair work at your home.

Contact and Customer Service

Telephone support from the Home Connect Service Centre

How can we help you?

Do you have questions about Home Connect or the home appliances equipped with the Home Connect function? Then get in touch and use our Customer Service. We are happy to help.

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