¶ Connectivity Troubleshooting
¶ Charger Not Connecting to Wi-Fi
Sometimes Wi-Fi routers block the connection of devices. There are many reasons why and they could be related to the total number of connected devices, password issues, potential bugs in the router’s ARP table, and other system settings. We test every single charger rigorously before it leaves our factory, this includes a crucial step dedicated to connecting them to Wi-Fi, so we are absolutely confident that the Wi-Fi on our chargers works.
We have listed some common issues with network connections below :
- Dual band networks : Our chargers can only connect to 2.4 GHz networks. If you have a dual band network, please ensure you are connecting to the 2.4 GHz network.
- Security protocol : Please ensure your network is using WPA2 security protocol, our chargers cannot connect to networks using WPA3, or a combination.
- Guest networks : With some devices and networks, such as Google Wi-Fi, you may need to create a guest network for our charger to connect to. You can create a guest network in the settings of the relevant device, or by contacting your Internet Service Provider (ISP).
- Password : Please ensure you are definitely putting in the correct password.
- Signal issues : Your Wi-Fi signal might be too weak at the location of the charger, we would recommend using suitable Wi-Fi boosters for indoor or outdoor applications, to boost the signal in the vicinity of the charger.
- Maximum Limits : Some routers have a maximum limit of connected devices they can support. If possible, try removing a device from your network and try connecting the charger. If this solves the issue, then you may need to upgrade your router to allow more devices.
¶ Wi-Fi Connection No Longer Working
If the S&P app is no longer connecting to the charger using Wi-Fi, for example after a phone upgrade, please try the following steps to get reconnected.
1. Switch the charger off at the consumer unit / fuse board, wait 2 minutes, then switch it back on again.
2. Uninstall the app and install it again. You might also need to delete the app data -
- https://www.wikihow.com/Delete-Application-Data-in-iOS
- https://www.aiseesoft.com/how-to/clear-app-data-iphone.html
3. Connect to the charger using Bluetooth. To do this switch Wi-Fi off, enable Bluetooth and stand next to the charger. You should be able to enter the PIN and connect to the charger. The charger can only connect to one device at a time using Bluetooth, so make sure Bluetooth is switched off on any other devices where the S&P app is installed. The charger can connect to more than one device using Wi-Fi, but please connect with Bluetooth first.
4. Once connected with Bluetooth, connect with Wi-Fi again -
5. If this doesn't work, use the app to Forget the Device.
- From the app settings (cog in top right), scroll down, select Forget Device.
- Then go back to the main menu to select Chargepoints and start again.
¶ Intermittent Wi-Fi Connection
Your Wi-Fi signal might be too weak at the location of the charger, we recommend using suitable Wi-Fi boosters for indoor or outdoor applications to boost the signal in the vicinity of the charger.
¶ Message in App "Data is not being reported because chargepoint is offline"
This message is a warning that your charger has disconnected from your Wi-Fi network.
The chargers do not rely on a Wi-Fi connection for charging, and the majority of the smart features can be accessed via Bluetooth, which is why your charger is charging and the app is working.
The only feature the Wi-Fi connectivity affects is the reporting of Charge History data because the charge logs cannot be stored on the charger.
To resolve this you need to reconnect your charger back to your Wi-Fi network.