Connection troubleshooting

Ethernet connections 

If the tank is offline: 

• Confirm the Ethernet cable is securely connected 

• Check that the router or switch is powered 

• Try a different Ethernet port 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. 

Fixing pairing failures with the TP-Link

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: 

• Ensure both adapters are plugged directly into wall sockets 

• Try moving the adapters closer temporarily 

• Repeat the pairing process 

• Avoid extension leads or surge protectors 

• If all the above is correct, then please try pairing at least 3 times  

If the adapters still do not pair, contact our Homeowners & Resident line.  

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 

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.