- The neoHub uses a system called Zigbee which is a closed Zigbee system running on 2.4Ghz. This is an independent system to your broadband WIFI. Therefore WIFI repeaters will not help the signal.
- Hard wired neoStats such as the neoStat V2, the neoStat Touch and neoStat Pro will act as repeaters and will boost the network.
- Battery powered thermostats like the neoAir V3 do not act as repeaters, however if they can connect to a hard wired neoStat then the hard wired thermostats will do the boosting.
- Our own repeaters like the neoPlug of the Heatmiser Boost V2 are designed to repeat the signal to the neoHub, however they need to be added as an accessory on the App.
In all systems, the neoHub is not required for your heating to operate - you can always use your thermostats on the wall to control your heating whilst you troubleshoot the issue.
If you have just a few thermostats offline.
If they are mains powered
- Check if there is a display on the thermostat, if they are blank it could suggest an issue with the thermostat or an issue with power going to the units, see All of my thermostats are blank and NeoStat has a blank screen
- If the thermostat is only showing a power icon, press the tick button to turn the unit back on.
- If the thermostat is showing SETUP and CLOCK
- Use the left and right button to move to the Power icon
- Press the Tick button
- Wait for a few minutes for the thermostat to go back online on the App
- If the thermostat has been through a factory reset, it will also show as offline.
- How to Factory Reset a Hard Wired neoStat or neoStat V2 (hard wired neoStats will have a single screw underneath without a WIFI sticker).
- How to Factory Reset a NeoStat Touch
- How to Factory Reset a neoStat Pro
- Go to Edit in the App, delete the zone and try adding it again.
- Take the front off and try the front on another working unit.
If they are battery powered
- Check that there is display
- If you see SETUP and CLOCK, go to the power icon and press tick
- Try another set of batteries
- The thermostat may have been reset, therefore delete it from the App and follow the following instructions.
- Move the thermostats close to the neoHub, they are battery powered so can be removed from the wall
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If you have neoPlugs/Boost V2, have you added them as an accessories via the App?
If all the thermostats are showing as offline
See All Devices Offline or Thermostats Offline
Remember that not all sources of interference are visible such as in-wall insulation.
Check these items;
- Ensure your neoHub is not positioned close, especially behind or above your WiFi Router.
- Determine if you have neoStat (mains powered) or neoAir (battery powered) and identify/remove any possible cause of interference between the neoHub and the thermostat showing as offline.
- If you are unable to re-locate the thermostat or have wired neoStat then you need to consider using the neoPlug or Boost to extend the communication distance.
- If all of your thermostats are showing offline, it could be that your WiFi router is using a channel that is conflicting with the neoHub. In that case, please try to obtain your WiFi Channel from your router and email that to us at support@heatmiser.com from your registered email address. We can then check if that does conflict with your router. You can of course try to change the WiFi channel to see if that resolves the issue. See also All Devices Offline.
Ensure you email from your registered email address, we cannot help if you email from another email address.