Could you try the following in order
- Reboot the router
- Make sure that the neoHub is connected directly to the router and not via a switch
- Reboot the neoHub by taking the power lead out and back in again.
- Reboot your iPhone/Pad.
- Then try it again.
If that fails to resolve the issue, could you send an email to support@heatmiser.com from the email address you use to log into the Heatmiser Neo App.