If your WIFIPLUG device is falling offline every now and again please follow the steps below.
This article applies to all WIFIPLUG devices unless specified otherwise.
If your WIFIPLUG is currently offline and you are also having difficulty logging into your WIFIPLUG app, please check our status page to see if there is currently any downtime.
Note for customers with WIFIPLUG HOME
If your WIFIPLUG HOME plug is falling offline every now and again please update the firmware on your plug. To learn how to update the firmware on your plug click here to learn how on iOS or click here to learn how on Android.
Restart your router. Restarting your router allows it to start fresh and will remove any potential barriers blocking the connection of your WIFIPLUG device. Your WIFIPLUG device is designed to automatically reconnect after the restart but should it remain offline please delete it and start setup again. For help setting up your WIFIPLUG, click here to return to the Support Home Page, select your WIFIPLUG device then select the setup guide for your mobile platform.
Check that your WIFIPLUG device is located within stable range of your Wi-Fi network. Your WIFIPLUG device must be positioned within range of your home router in order to connect initially and them remain connected. If your device is located quite far from your router please move it closer to avoid it dropping offline.
Another thing to look out for it areas of weak Wi-Fi signal sometimes referred to as 'Wi-Fi black spots'. These are areas where your Wi-Fi signal isn't as strong as others which can cause wireless drop outs on any wireless device. Wi-Fi black spots are usually found where there are multiple obstacles between your device and your router such as walls and furniture.
Check that your WIFIPLUG device is not suffering from electrical interference. If your WIFIPLUG device is located near large electrical appliances your device may receive interference from those nearby appliances. Such appliances can include washing machines, refrigerators, dish washers etc.
Electrical interference is rare and may only affect a small number of users. If your device is located directly behind an appliance such as a washing machine it may receive some interference. However, a device is simply located in the same room as an appliance such as a washing machine it is highly unlikely that electrical interference is the cause.
Make sure that your WIFIPLUG device has access to a constant supply of electricity and Internet. If you experience power outages this may be the cause of your connectivity problems. If your WIFIPLUG device loses power it can no longer operate and as a result will show offline. In the same sense, your router may lose power causing your WIFIPLUG device to disconnect.
Some routers have an automatic restart feature that occurs every now and again to make sure that the router is always performing at its best or to install updates from the manufacturer. During this time your WIFIPLUG device will be offline. On most routers you can disable this feature and we recommend contacting your network provider or router manufacturer for assistance should you want to stop this from happening.
Isolate the 2.4 GHz frequency for use with your WIFIPLUG device. Most modern routers have the ability to separate the 2.4 GHz and 5 GHz frequencies onto different networks but on some routers the only option available is to disable the 5 GHz frequency. Click here for our 2.4 GHz setup guides for select routers. If we don't have a guide for your router please contact your network provider or router manufacturer for assistance.
Stop your router from changing wireless channels. Your wireless router has multiple wireless channels it can use. By default, it will most likely be set to an 'auto' or 'smart' setting which allows the router to switch channels whenever it needs to. When your router switches channels some devices can temporarily lose their connection while they adapt to the new setting.
However, most routers have the ability to select one channel to use only. This prevents your router from switching wireless channels and keeps your devices connected.
Please contact your network provider or router manufacturer for assistance if you are unsure on how to make these changes.