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neoHub - LINK Light Is Red

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Use this article when the LINK light on the neoHub is red and does not change to green or orange.

This article covers situations where:

  • My neoHub LINK light is red.
  • The LINK light stays red.
  • The LINK light will not go green.
  • My neoHub is connected to the router but the LINK light is red.
  • My neoHub has stopped connecting to the network.
  • The LINK light became red after changing router or broadband provider.

This article does not cover:

  • The LINK light being green or orange.
  • The POWER light being off.
  • The STATUS light on the neoHub.
  • Individual thermostats showing offline while the LINK light is green or orange.
  • Pairing thermostats to the neoHub.
  • Pairing or adding a new neoHub to the neoApp.

Do not press or hold the Connect button on the neoHub at any point during this guide, as holding the button can reset the hub.

Part 1 - Check the neoHub Connections

  1. Unplug both leads from the back of the neoHub and then plug them back in again.
  2. Follow the thicker Ethernet cable from the neoHub to whatever it is connected to. Unplug the Ethernet cable at that end and plug it back in again.
  3. Wait a few seconds and check the LINK light.
  4. If the LINK light is still red, continue to Part 2.

Part 2 - Connect Directly to the Router

  1. If the neoHub is connected through a network switch, remove it from the switch and connect it directly to a LAN port on the router.
  2. Do not connect the neoHub to the router's WAN port.
  3. Try a different LAN port on the router. These are commonly yellow ports.
  4. Wait a few seconds and check the LINK light.
  5. If the LINK light is still red, continue to Part 3.

Part 3 - Check the Power Supply

  1. Try another suitable power adaptor. This is the plug that connects to the mains.
  2. The USB power cable can be disconnected from the power adaptor, allowing another suitable adaptor to be tried.
  3. Once connected, check the LINK light again.
  4. If the LINK light is still red, continue to Part 4.

Part 4 - Check the Ethernet Connection

The next step is to check whether the Ethernet connection being used by the neoHub is working.

  1. Remove the Ethernet cable from the back of the neoHub.
  2. Connect the same Ethernet cable to another device with an Ethernet connection, such as a laptop.
  3. Check whether the other device can connect to the internet using that connection.
  4. If the Ethernet connection does not work with another device, the network connection will need to be checked.
  5. If the Ethernet connection works with another device but the neoHub LINK light remains red, continue to Part 5.

Part 5 - Check the Router Settings

Contact your broadband provider and ask them to check the following settings on the router.

This is particularly important if the neoHub worked with a previous router but the LINK light became red after the router or broadband provider was changed.

Ask the broadband provider to confirm:

  • Port 8000 is open.
  • Port 2424 is open.
  • Port 443 is open.
  • Port 123 is open.
  • The neoHub is set to IPv4.
  • DNS is set to a UK-accessible provider, such as 8.8.8.8.

If you are currently speaking to support by telephone, ask to be transferred to an adviser who can assist further.

What Happens Next

Once the neoHub establishes its network connection, the LINK light should change from red to green or orange, depending on the neoHub version and age.

There is no need to reset the neoHub as part of these troubleshooting steps.

If the LINK light remains red after completing all of these checks, the guidance in this article has no further steps. An adviser can help further.