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: [email protected],
- Customer Service Team: 1-800-221-6352
Note: Responses could take up to 24 hours