Before beginning, you need to identify which gateway you are using.  If you have the ATOM, please click here.  

Confirm the following before beginning:

  • Make sure the devices (phone) Wi-Fi is switched on. 
  • Make sure the Wi-Fi's router is connected to the internet.
  • Refresh the phones Wi-Fi settings page so it searches for available Wi-Fi networks in range. 

When first powering the Gateway for a new setup, it should start broadcasting a small Wi-Fi network called PlugHub_#### (the numbers represent the serial number of the Gateway). 

If the Gateway is not broadcasting the PlugHub_#### network do the following:

  • Power cycle the gateway by unplugging for approximately 45 seconds.
  • Perform a Wi-Fi reset on the Gateway by doing the following:

    • With the Gateway plugged in, press and HOLD the programming button on the gateway for 5-9 seconds. 
    • Allow the gateway to complete the reset process.   Once it is rebooted, it should begin broadcasting the PlugHub network. 

  • If the Wi-Fi reset on the Gateway did not work; next reset the firmware by doing the following:
    • Unplug the Gateway
    • Press and HOLD the program button on the gateway
    • Without releasing the program button, plug the gateway back into outlet.  Continue to hold the program button for 6 seconds after being plugged back into outlet.  Then release. 
    • The gateway will begin resetting its firmware.  This can take a few minutes. 
    • Once the reset is complete the gateway should begin broadcasting the Plug-Hub

For additional support:

  • App:  On the main account screen or login page, click on “?” Icon – this will generate an email template – be sure to fill in all information requested,  
  • Email:,  
  • Customer Service Team: 1-800-221-6352

Note: Responses could take up to 24 hours