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Heatmiser Neo Hub Connection Issue
I have a heatmiser neo hub heating system which is working fine in my house with the remote controls, however I am having issues connecting to my heatmiser app on iphone with it saying 'All devices offline'.
Heatmiser support have sent me the following..
'The BT engineer is mistaken. The BT smart hub only searches for other Wi-Fi devices, the neohub system does not use Wi-Fi so the BT hub would not even see it. But they both use the 2.4Ghz ISM band so the router which is between 10 and 100 times more powerful than the neohub can block the radio signals. The feature that automatically changes channel actually makes things worse, because it allows the bt hub to change channel and cause problems where there were none before.
Your neohub is operating on ZigBee channel 11, if your BT hub is operating on any channel below Wi-Fi channel 5 it will interfere with the signals being sent to and from the neohub effectively cutting the connection, which results in all devices being offline.
The solution is to fix your router channel so it does not change in this case any channel from 6 upwards.'
I sent the above message to the bt support chat team and their response was the following...
' Ranik: Good afternoon! Hope you are doing well today 🙂 I understand that you are facing an issue connecting the heating app to your iphone, and you have messaged the heating company and they have informed you that it will work on the 2.4Ghz network and ISM band. I appreciate you letting us know. However, as you are through to me now I will definitely go ahead and try my best to get this sorted for you.
Just to let you know, as they have stated the BT engineer is mistaken, he is not. He knows the hub configuration better than the heating company, these are the special tech engineer's whose only work is to make sure that you are connected with the devices. All of the devices are connected I assure, then why only the heater is not getting connected, this has nothing to do with the bandwidth if you have a Smart hub, as they have an auto channel scan the devices will only get connected to the best channel available. However, still I will definitely check this for you and try my best to get this sorted.
it will get connected with the 2.4Ghz.However, as these devices work on the 2,4Ghz only, I can do one thing which will be best. I will go ahead and disable the 5Ghz band and only open the 2.4Ghz band which will help the heating device to get connected and once that is connected we can open both the bandwidth. It is possible to turn one or both of the 2.4Ghz & 5Ghz bands off. Some IoT devices may require 5Ghz to be disabled to install them. Re-enable 5Ghz after IoT is successfully connected.
Ranik: Please wait while updating the Wi-Fi settings The process should take no longer than 2 minutes......
15:29, Jan 11
Ranik: The changes you have selected have now been made.
15:29, Jan 11
Ranik: Band 2.4Ghz 5Ghz Current Setting Enabled Disabled
15:31, Jan 11
Ranik: I have now made the changes, now can you please go ahead and press the WPS button at the back of the hub and then
try to connect the heating system. Reboot it once and then try to connect. I'm right here. No need to rush 🙂
15:46, Jan 11
Ranik: We have also sent an engineer and checked the whole connection, if there was any issue I can assure you the engineer
would have detected it.
15:47, Jan 11
Ranik: I feel sorry that you have to go through this and you have to contact the company, and I wish I could make it any better. However, we have tried everything that is possible from our end now.'
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Re: Heatmiser Neo Hub Connection Issue
That's far too much text to wade through.
Summary seems to be that all of the heating is working correctly, you just can't connect the app?
Heatmiser seem to be barking up the wrong tree, as presumably their Hub is already talking to the rest of the system to make it work. Therefore if the issue was with interference, the system wouldn't work at all.
Do they have access via a web browser you can test control access with?
If not, try turning the WiFi off on your phone & see if you can connect using 4G.
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Re: Heatmiser Neo Hub Connection Issue
If the heatmiser hub is attempting to connect to your phone in ad-hoc mode at 2.4Ghz, your phone won't see it if it connecting to your BT hub at 5Ghz. You need to force the phone to 2.4Ghz either by turning off the 5 Ghz WiFi on the BT hub or move further away so that your phone switches to 2.4Ghz.
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Re: Heatmiser Neo Hub Connection Issue
A poor response from BT there. Your neohub connects to your BT Smarthub by ethernet cable, not wifi. Have you checked that the ethernet cable is fully plugged in? The neohub then uses the entirely separate Zigbee wireless system to communicate with the other components of your heating system, your BT wifi isn't involved.
If what the heatmiser rep says about interference between wifi and Zigbee wireless is correct then that is a bad design feature of Zigbee. The workaround they gave is to switch off smart channel selection on your Smarthub and fix the 2.4Ghz band to a channel higher than 6 - try 11.
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Re: Heatmiser Neo Hub Connection Issue
@steephill wrote:
A poor response from BT there. Your neohub connects to your BT Smarthub by ethernet cable, not wifi.
How on earth would BT be expected to know that.
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Re: Heatmiser Neo Hub Connection Issue
BT chat - "Everything is connected with the network, and all the devices are getting connected through WiFi and ethernet cable."
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Re: Heatmiser Neo Hub Connection Issue
????
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Re: Heatmiser Neo Hub Connection Issue
I have the same problem and I don't know what to do. Did you manage to fix it in the end?
thanks!
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Re: Heatmiser Neo Hub Connection Issue
There is a lot of interesting reading and charts online about ZigBee and WiFi, showing how they sit on the spectrum. Depending on your local environment and traffic, you may wish to consider having ZigBee set to 25 on your Neo Hub and setting your router 2.4 GHz to a fixed channel 1. I would be very interested how things go for you.