Learn more about optimizing your hub's connection and how to use ethernet instead of a cellular connection.
If you have received a gateway offline alert, please take the following steps to correct this issue:
1. Locate your hub.
2. If you see two flashing lights on your hub, unplug the hub, wait 90 seconds, and plug it back in.
3. If the globe icon and power icon are not solid red after 15 minutes, try resetting the hub again. This time, remove and reinsert the SIM Card in the rear before plugging your hub back in.
4. If the globe icon and power icon are not solid red after 15 minutes, try relocating your hub to an area that might establish a better connection. Then, repeat steps 2 and 4 as needed until your lights turn solid.
5. If you have tried relocating your hub multiple times and still cannot establish a connection, please contact customer support at support@hellotherma.com.
My hub won't connect to the cellular network. Is there another option?
If you are having trouble getting your hub to connect to the cellular network in your area, and you have an ethernet cable available at your location, you can alternatively connect your hub to the ethernet cable in order to establish internet connection.
The hub will default to the ethernet when it is plugged in. There is no need to remove the SIM Card to utilize this feature. Simply ensure the ethernet cable is plugged into the WAN port in the rear of your hub.