on 26-04-2023 19:31
I’ve just changed broadband provider to Virgin and since then my best thermostat has stopped working. I’ve been through all the trouble shooting with google support and tried advice on here but nothing works. I’m left with a useless but expensive piece of kit and have to turn my heating on manually now. Incredibly frustrating. Any advice would be appreciated
on 28-04-2023 20:37
Hi Gepvyt, thanks for the message and welcome to the forums.
Can you confirm id the thermostat has worked since the connection has been installed?
What error are you getting when connecting?
Can you do a pin hole reset and connect only the thermostat to see if it connects?
Have you scanned for black spots with the connect app?
Kind regards, Chris.
on 29-04-2023 09:03
Lots of ways to overcome this issue. What provider were you with before? What hub/router did you have? Do you still have it? Things to try include;
and so on....
on 08-05-2023 21:17
No the thermostat has not worked since I had virgin broadband installed in January, it was fine before when I had shell and I have had the thermostat right in front of the boiler and it won’t connect. There are no black spots, the wifi works fine everywhere in the house
on 08-05-2023 21:19
Sorry I don’t really know how to do any of these things, could you explain in more detail please? I’ve only ever plugged in the router and connected it I wouldn’t know how to do the above? Thank you
on 11-05-2023 09:03
Hey Gepvyt, thanks for reaching out on our help forums and welcome to our community recently.
We're sorry to hear you're having issues connecting your smart thermostat since VM services were installed, we'd love to best assist with this.
Firstly, please visit this link here to view how to perform a pin-hole reset and please let us know if once this is done you're able to connect the thermostat only to the Wi Fi.
If not, could you please advise what error you get or is it that your thermostat does not find the network at all?
Let us know more and we're eager to assist further with this.
on 11-05-2023 10:21
If you are not confident in all the changes that @g0akc suggested try the below.
It's a cheap and cheerful wifi extender for 2.4Ghz only that may help. If it doesn't work, simply return it. Just plug this in somewhere in-between the Hub and the thermostat. The adapter connects to the Hub via a simple WPS button press so not technical at all.
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on 23-05-2023 20:15
I have done a pinhole reset, it doesn’t work. I don’t understand how to put the router into modem mode or change the channels as others have suggested so can someone tell me how to do this please?
on 23-05-2023 21:03
Who configured the thermostat to work with the Shell internet router ?
Do you have the thermostat's manuals detailing the steps of that process ?
on 26-05-2023 10:27
Thank you for your reply Gepvyt.
Information on modem mode and also how to configure your Hub settings can be found here.
Please let us know if you have any further questions.
Thanks,