I have nearly the same situation. Got back to my Mac Studio for about some days in the morning, got a message that the mycloud firmware got updated and BAMM device is offline. Did so many reboots of the device, the router, tried different network cables with different CAT version ( i have high quality cables ) did everything. I mean everything what they mention in their FAQs and surely above, because i am not a beginner. I was able to download the debug log, because someone from the support told me on the phone i need to download, because they will setup a ticket, aske me a looooot of question and the better i can answer, the better they can help. They also told me that they need the debug-log as fast as possible
I did everything immediately in filled out every point in the form with all the details. and surely i uploaded the debug-log to WeTransfer, what they told me to upload there.
And you know what? Yesterday i got the mail from wetransfer that my upload will expire soon and no one downloaded anything. I replied to the ticket 3 times now and no one answered until now.
I am 100% sure nothing and no one will take this issue serious.
The alarm bells should ring immediately for everyone when they always recommend you to get your data recovered by experts which WD is partnered to. Ask yourself why WD isnt releasing a software you are able to extract your data when something like this happens.
I had lots of WD HDDs in my entire life until today and i had 4-5 headcrashs with the hardware. 2x WD Red. 1 time WD Blue and 1 time WD Green. And now the WD MCH.
I am the clown who always bought another one and another one. I spent around a week browsing through different forums and all i see is that people are disappointed by WD because they never help you.
I will never ever buy a WD product in my life again and i neve ever saw such a bad bad support from a company in my age of 50