When you get the message stating ‘All Devices Offline’ it means that the neoHub is online and is working, however there are communication problems. The neoHub is aware of the thermostats however cannot pick up the signal from them.
Make sure that the neoStats are showing a display. If they are powered down and just have the power icon, then they will show as offline. If they are battery powered and there is no display, change the batteries. If they are hard wired (you will see a single screw) and they are completely blank, then there could be a power issue which is affecting all the units. In which case you may need an electrician to investigate.
Our system uses a Zigbee Mesh which runs on 2.4GHz which is like broadband Wi-Fi. It has been known that if routers have a ‘Smart’ capability then they can change channel themselves without any intervention. If this happens to be the channel that the neoHub is on, it can clash and cause interference.
This is the same with other wireless systems such as Wi-Fi extenders.
Also, the where the neoHub is placed can also cause issues. For example, I would avoid having the neoHub directly above or below your router as that is where the router’s signal is strongest.
Try and keep the neoHub at least 20cm away from the location of the router and to the side of the router. Remember if the neoHub is behind your router, the signal will try and get through to the router which could cause problems.
Restart both your router and the neoHub, whatever you do, please do not press the connect button on the neoHub which could cause the neoHub to reset, this will mean that you would need to reset and add all the thermostats again.
Disconnect any Wi-Fi extenders and wait for around 5 minutes to see if the thermostats return to being online again.
If after these checks have been done, if possible, could you try and find out the Wi-Fi Channel of your router. If you are not sure on how to do this, you may need to speak to your broadband provider or have a look at forums online.
What we are looking at is the 2.4GHz channel number of your router, it will be a number between 1 and 13.
Other ways of checking this is to download ‘Airport Utility’ if you are using iOS or ‘WIFI Analyser’ if it is an Android device. This will scan any networks and show what channel your broadband router is using.
You may have other wireless systems in your house such as Sonus, if so try and get the information on what channel that is using.
Then if you can send an email to email@example.com with your registered email address, we can get our server team to check if there are any clashes on the system. If you are unable to get the WIFI information, send the email to us anyway.