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Connection troubleshooting

What to do if you are experiencing difficulty in connecting or re-connecting your tank

First, check what controller you have

The 1.0 controller is a white box mounted on your tank with a large X logo on the front. The connection label sits on the bottom of the controller. 

The 2.0 controller is a plain white box mounted on the front of your tank, marked "mixergy" and "Smart controller". The connection label sits on the bottom right of the controller. 

What-controller-do-you-have

Next establish what connection you have:

Ethernet connection (1.0 or 2.0 Controller)

If a network cable runs directly from your controller to your router, you have an Ethernet setup.  

Ethernet-setup

TP-Link (1.0 Controller)

If you have a TP-Link plug in the wall with a cable running to your controller, you have a TP-Link setup. 

Fig 18_MDC0001_19

Wireless (2.0 Controller)

If you have a wireless setup, there will be a USB dongle plugged in bottom of the controller.

Wifi-setup

Ethernet (hardwired) troubleshooting (1.0 or 2.0 Controllers)

If the tank is offline: 

  • Confirm the Ethernet cable is securely connected into your router and the controller
  • Check that your router or switch is powered 
  • Try a different Ethernet port in your router if available 
  • Check that the wall plate or access point is active 

If you are unsure where the cable routes to, your installer or developer may need to trace the connection for you. 

If the property has solar PV and a hardwired connection

Where a property has solar panels and a hardwired internet connection, two network cables usually run into the cupboard with your tank, and they plug into a double wall ethernet socket. One carries your internet connection. The other carries a signal from your electricity supply to the solar diverter on the tank. Both cables look similar, and if they're in the wrong ports the tank won't come online.

You can test this yourself:

  1. Find the double wall ethernet socket in the cupboard with your tank. Two network leads run from it to the tank (one into the Solar Diverter and the other into the Controller)
  2. Unplug both leads in the double wall socket and swap them over, so each one goes into the other port.
  3. Check that your Wi-Fi is working and wait 5 minutes, then check the Wi-Fi symbol on the Gauge. Blue means the tank is online.

4ac09436-b586-48a0-a177-ef6b631f1fb9

If nothing changes, put the leads back the way you found them and contact your installer. They'll need to check how the cables have been run.

TP-Link troubleshooting (1.0 Controller)

If the tank is offline, re-pairing may be required before a connection can be re-established, see connect your tank to the internet for more information.

If pairing fails: 

  • Both adapters plugged directly into wall sockets, not extension leads or surge-protected strips.
  • Adapters kept away from heavy electrical interference.
  • Sockets on the same electrical circuit where possible.
  • Run the pairing process at least 3 times before deciding it's failed.
Move the adapter closer to the tank

Move the TP-Link nearest the tank to a wall socket closer to the cylinder. The signal travels through your home's wiring, so a shorter run makes a real difference. Moving one socket along is sometimes enough.

Reset both units and let them reconnect

If that hasn't worked after a few attempts, reset both ends instead:

  • Press and hold the Pair button on the TP-Link for 10 seconds, then let go (2).
  • Press and hold the Pair button on the tank controller for 10 seconds, then let go (1).

Both units restart and clear their old settings. Give them a couple of minutes and they should find each other and connect on their own. If they don't, run through the pairing steps again.

Fig 23_MDC0001_19

Check for surge protection in your fuse box

Some properties have a surge protection device fitted inside the consumer unit (your fuse box). Surge protection can interfere with the signal the TP-Link adapters send through your wiring, and stop them pairing no matter how many times you try.

If you've worked through everything above and the adapters still won't pair, ask your installer whether surge protection is fitted. Don't investigate this yourself. Your installer or a qualified electrician needs to look at it, and they can advise on the options.

TP-Link placement best practices 

For best performance: 

  • Plug adapters directly into wall sockets 
  • Avoid extension leads 
  • Keep adapters away from heavy electrical interference 
  • Use sockets on the same electrical circuit where possible 

Wireless troubleshooting (2.0 Controller)

First, check the following on your phone:

  • Wi-Fi is enabled
  • Mobile hotspot is turned off
  • VPNs are disconnected during setup

If your phone settings are correct, check the Wi-Fi light on the Gauge on the side of your tank for the following options:

  • If the light is white, the tank is ready to connect. Try again.
  • If the light is blue, the tank is already connected to the internet (this may be via Ethernet). Close the app fully, log back in and check if your tank appears.
  • If the light is any other colour, restart the tank by turning the Gauge off and on, then try again.
  • If there's no light, make sure the tank is powered on. See this article to learn more about how to use the Gauge.

 Still stuck?

If the tank still isn’t connecting after these checks, call our Homeowners & Residents line on 01865 595 875. Hours: Monday to Friday, 09:00 – 17:00.