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App settings causing unexpected heating

Check pairing, connection and the settings that change when the cylinder heats.

These faults come from configuration rather than hardware or connectivity. Smart charging, the sterilisation cycle and the PV diverter schedule can all heat the cylinder outside the schedule the customer sees. Mixergy support can adjust most settings remotely and monitor the cylinder for 24 hours.

Follow these checks in order

1. Check the customer can see the cylinder in the app

  • If not, check the correct MX number has been entered and that the account email is the one registered to the cylinder. If either is wrong, support can remove the old email so the customer can pair, or correct the pairing.
  • If yes, go to step 2.

2. Check the cylinder is online

Check the gauge Wi-Fi light and the router. Offline cylinders lose smart features and app control.

3. Check the customer understands what changes the schedule

Boost, maintain levels, the smart schedule, tariff windows, the sterilisation (legionella) cycle and the PV diverter schedule all affect when the cylinder heats.

  • If not, walk them through the schedule screen and explain that sterilisation and smart charging heat outside the visible schedule by design.
  • If yes, go to step 4.

4. Check the heat source and diverter settings

Check the default heat source (electric, or boiler or heat pump), the PV Diverter start and end times, export control, and the target temperature and charge.

  • If any are wrong, adjust them in the app or ask support to set them remotely and monitor for 24 hours. The boiler flow should sit at least 10°C above the Mixergy target.
  • If they're right, go to step 5.

5. Check for missing data after an app update

Is data missing from the app (for example Insights blank, or PV not showing on the graph) since an app update?