Tank won’t connect or shows offline

If the app says your tank is offline, the app and tank are not currently exchanging information. This affects app updates and remote controls, but it does not normally stop the tank heating water.

Check the Wi-Fi symbol on the Mixergy Gauge

The Mixergy Gauge is the slim black panel with lights and buttons on the tank. Look for the small Wi-Fi symbol near the top. This shows whether the tank has an internet connection. After this, we call it the gauge.

• A blue Wi-Fi symbol means the tank is connected to the internet.
• A white Wi-Fi symbol means the tank is switched on but offline.
• If the Wi-Fi symbol is not lit, the tank may have no power or the gauge may be in standby.

If the Wi-Fi symbol is blue

The tank is online, so the problem may be the app or your phone.

1. Check that your phone has an internet connection.
2. Close the Mixergy app fully, then open it again.
3. Check for an app update and sign in again if asked.
4. Make sure you are viewing the correct tank and account.

If the app says the tank belongs to another account, do not reset it if you rent. Contact your landlord or housing provider. Homeowners can contact Mixergy for help transferring access.

If the Wi-Fi symbol is white

A white Wi-Fi symbol means the tank is switched on but is not connected to the internet. Follow these two steps to find the right instructions.

1. Find your controller

The controller is the box on or beside the tank with Mixergy information on it. You do not need to open it.

• A metal box with the information printed directly on it is a 2.0 controller.
• A white plastic box with a large X on the front is a 1.0 controller.

If you are unsure, see Find your Mixergy code and controller version.

2. Check how your tank connects

If you have a 2.0 controller:

• If you can see an Ethernet cable running away from the controller, follow If your tank uses an Ethernet cable below. An Ethernet cable has a clear plastic plug at each end and looks like a wide telephone cable.
• If there is no Ethernet cable, follow If your 2.0 controller connects directly to Wi-Fi below.

If you have a 1.0 controller:

• If an Ethernet cable runs away from the controller, follow If your tank uses an Ethernet cable below.
• If you can see 1 TP Link plug adaptor, follow “If your 1.0 controller uses TP Link adaptor”

The TP-Link adapter plugs into the wall socket near your WiFi router, with an ethernet from the plug to the back of the router. There is a receiver built within the the controller on the cylinder that you do not need to have access to. They carry the internet connection through your home’s electrical wiring

If your 2.0 controller connects directly to Wi-Fi

Use this route if you have a metal 2.0 controller and no network cable is connected to it. This is also the most likely route if the tank went offline after you changed broadband provider, router or Wi-Fi password.

1. Turn on Wi-Fi on your phone.
2. Turn off your phone’s personal hotspot and any VPN temporarily.
3. Open the Mixergy app and choose the option to add or reconnect a tank.
4. Scan the QR code printed on the controller, or enter the code marked P/W if asked.
5. Choose your home Wi-Fi network and enter its password carefully.

Your phone may briefly connect directly to the tank during setup. Stay near the tank and keep the app open. When the Wi-Fi symbol on the gauge turns blue, the tank is online.

See Connect a Mixergy 2.0 controller to the internet for the full instructions.

If your tank uses an Ethernet cable

An Ethernet cable is a network cable with a clear plastic plug at each end. Follow this route if you can see one running between the tank’s controller and your router or a network socket.

1. Check that both accessible ends of the cable are firmly connected. Do not open the controller box to reach a cable.
2. Check that the router is switched on and that its internet connection works on another device.
3. If the cable connects directly to the router, try another numbered Ethernet socket on the router if one is available.

If your 1.0 controller uses a TP-Link adapter

The TP-Link adapter is a small plug-in device with TP-Link printed on the front. It plugs into a wall socket near your router, and its partner is built into your Mixergy controller, so there isn’t a second plug to find at the tank end.

1. Make sure the adapter is plugged directly into a wall socket, not an extension lead or multi-socket block.
2. Check that the Ethernet cable between the adapter and your router is plugged in firmly at both ends.
3. Check the three lights on the adapter. Power at the top shows it’s switched on, Tank in the middle shows it can reach your Mixergy controller, and Router at the bottom shows it’s connected to your router.

If all three lights are green, the adapter is working. If any are off or red, the adapter and controller may need pairing, so follow Reconnect your Mixergy tank using a TP-Link adapter for the full steps. You’ll find the controller’s Pair button on its bottom left, and you can press it with a pen or paperclip without opening the controller box.

Restart the connection safely

Use the power button on the gauge for this restart. Do not switch the tank off at the mains unless Mixergy or your installer tells you to.

1. Restart your router.
2. Wait until your phone or another device can connect to the internet through your home Wi-Fi.
3. Press the power button on the gauge once to put the tank into standby.
4. Wait about 20 seconds, then press the power button again to wake the tank.
5. Wait a few minutes for the Wi-Fi symbol on the gauge to turn blue.
6. Reopen the Mixergy app and check whether the tank now shows as online.

If the Wi-Fi symbol stays white, continue to If the tank remains offline below.

If the tank remains offline

Contact your landlord or housing provider if you rent. Homeowners can contact Mixergy’s Homeowners & Residents team on 01865 595 875, Monday to Friday, 9am to 5pm.

Tell them the controller version, the colour of the Wi-Fi symbol, how the tank connects, whether your router was recently changed and any message shown in the app.

Common questions

Will I still have hot water while the tank is offline?

Yes, normally. The tank can still heat water, and existing schedules should continue to run. Use the gauge to check how much hot water is ready or press the up arrow to heat more.

Can I use the app while the tank is offline?

No. The app needs an internet connection to show live information or send commands to the tank. You can still use the gauge.

Why does the app say the tank is offline when the Wi-Fi symbol is blue?

A blue Wi-Fi symbol means the tank is connected. Check that your phone is online, close and reopen the app, and make sure you are signed in to the account that contains the tank.

What should I do if I have changed my router, broadband provider or Wi-Fi password?

If your 2.0 controller connects directly to Wi-Fi, reconnect it through the Mixergy app using the new network details. If the tank uses an Ethernet cable or TP-Link adapters, check that they are connected to the new router.

Should I remove the tank from my account or reset its ownership?

No. An offline tank usually has an internet connection problem, not an ownership problem. Only reset ownership when the tank is being transferred to a new resident or Mixergy support tells you to. If you rent, speak to your landlord or housing provider first.

Related guides

Check your tank’s connection status

Connect a Mixergy 2.0 controller to the internet

Reconnect your Mixergy tank using TP-Link adapters

Find your Mixergy code and controller version