Smart devices keep going offline

[#1]

Morning,
Appreciate the reply
Yes it was a different radiator that went offline today, is it normal to see so many entries for that ie going offline.
It was actually on at the time which is strange.
I used the same SSID name it gave me, just had ext at the end.
Definitely reluctant to try that again as I think as you said just mirrored the same issues.

I've got a WiFi extender app on my phone to check signal and seems ok to me in all locations, my apartment is roughly 47sqm so not a big area to cover in all honesty.

What I've done this morning is switch it to mode 3 to try that.
So far so good but I've lost faith it haha.

I don't unfortunately have another router to try, none of my other devices have any issues so I'd be reluctant to buy another router but is that an option?.
Depends on the costs and whether it's likely to make a difference?
I've not heard back from the radiator manufacturer as yet but I'll chase

It's not a disaster of I just had to use them without WiFi but it would be a shame.

[#2]

These type of wireless issues are a pain to resolve, a fix for one is not necessarily the fix for you. 

I'd chase the manufacture so what they have to say. What are the models of the Reina Ode heaters are you using?

[#3]

Totally agree it's a real pain and obviously only so much you can do.
I wonder if this is an actual issue with the radiators themselves and maybe need specific settings or something.
Obviously can't do anything on the actual radiators other than a full reset then reconnect.
I'm at a loss really so see how mode 3 goes.
Nothing else I can try really now.
I don't know of anyone who has these radiators so don't know for sure if this issue is common.
The model numbers are -
Reina Odet -
EODT060W
EODT082W
EODT099W
They are manufactured by Atay Global Ltd.

[#4]

"This radiator is WiFi-enabled, allowing control via an app on iOS or Android, and supports integration with smart home systems such as Google Home and Alexa."

I'd mildly suggest that the s/w on the radiators isn't "majoring" in more traditional networking stuff.

"I'd chase the manufacture so what they have to say."

You may have to chase the importer.

Atay Global Ltd.
Unit 6 Weybridge Farm, Stambourne Road, Great Yeldham, Essex, CO9 4RB

(that's the available details at https://media.diy.com/is/content/KingfisherDigital/Marketplace/8800161331645_MNL_MP)

[#5]

Thank you for your message, I've raised this directly with Atay technical today who are liaising directly with the manufacturer and tuya who own the smart life app they connect too.
Not holding much hope as there message back today hardly inspires confidence they have any idea.
Apparently they said my radiators arent activated which is odd as they were online in the app at the time!
Sent them a screenshot to prove it.
Will see what they come back with

[#6]

@Dan_the_Van 

Morning, I've been thinking about this and do you know of the reason/s why my router would think one of the devices has gone offline?. Are there any settings that can be changed in the router to prevent this happening?. Or can someone at Plusnet access it remotely to change a setting?

I've chased the manufacturer this morning and they are still waiting for an update there side

I just thought I'd ask the question!.

[#7]

Hi,

I won't be around much today (Monday) or tomorrow.

The devices should be sending an 'I am here' message regularly to prevent the connection drop, these messages can get lost if the airways are a bit congested in the location of the device. Also signal strength being weak wouldn't help.

Do the devices have a eco setting for when off/standby. I have smart powerplugs and led lights which worked on a Hub two.

Is there a control system or do these devices connect to a cloud server?

Some wireless access points and router do have settings for 'tuning' the wireless beacon, the Hub two appears not to have.

[#8]

@Dan_the_Van 

Thanks for your reply, I understand what you are saying reference the device so wonder as you say whether those messages are always getting through.

I'm not at home tonight but I can go into the smart life app to check the devices for signal strength so taken a screenshot of that for one of them as well as reference to any device update which doesn't seem to be any.

There is an eco setting but only relating to when it's in operation as.a heater, I don't have this activated.

When it's off the WiFi symbol is on and always shows it's connected.  The only control I have is via the smart life app but can't see any specific settings relating to system or how it connects etc but you can run diagnostics although it doesn't seem to give me any kind of breakdown only it's ok.

Not sure if these attachments are of any help.

[#9]

"Is there a control system or do these devices connect to a cloud server?"

I'm thinking cloud server based on this comment from the OP.

"Thank you for your message, I've raised this directly with Atay technical today who are liaising directly with the manufacturer and tuya who own the smart life app they connect too."

"Apparently they said my radiators arent activated which is odd as they were online in the app at the time!"

(message 50).

The smart phone app has direct connectivity to the rads (when close enough)?

[#10]

The smart life app is fully functional away from the radiators and I can control them from anywhere as long as I have WiFi.
Aa I said in my reply earlier although the app has lots of features a lot just look like gimmicks to me and AI type stuff.
Although I can fully control the rads and programme them to come on and go off so does offer good stuff when they are connected.
It's just the issue where the router thinks one or more has gone offline and then removes it from the active list
I've been trying to see if there is anywhere in the app where I could change a setting or something to prevent this.

[#11]

It does appear to be a cloud-based application. I'm assuming that initial set-up of the rads is using a smart phone (with no other option). If I'm wrong then please advise.

I still think it may be a 'feature' on the firmware of the rads. I could also be wrong.

[#12]

@Simon_James 

It's a long thread, you might have been asked.

When the app no longer sees a device, does it still switch on at the programmed time, then does it then recover it's WiFi connection?

Is it always the same device dropping off it could it be any?

If let alone, does a device(s) eventually reappear in the app?

In the app I would look for a firmware update option and sure the devices are up to date.

I might be tempted to try the TP-Link extender again but use a different wireless (SSID) name.

[#13]

@Dan_the_Van 

To be honest Ive never set a program up on it to come on at certain times but I imagine it would as it wouldn't need the WiFi connection I don't think once it's programmed in but could be worth a try. I just tend to swich.them on and set the temperature and they work off a temperature sensor.

When one or more go offline they have never self recovered they just stay offline which if they did go back online would be ideal because reconnecting them isn't that quick.

It can be any of them so don't think signal is an issue as one closest to the router has gone before.

They all stay in the app but just has offline underneath it and it's stuck then.

The only reference I can see to an update is that screenshot I sent you and says it's upto date.

I can have another look though.

I could try the extender agsin, the SSID name was different as in ext on the end so not sure if I'd have the same issues?

I did have.a thought and not sure if this has any bearing on it but I did switch 5ghz back on and it's on mode 1 as it was dropping offline more on mode 2 and mode 3 was that slow couldn't use anything!. I've turned smart off on 2.4 now on channel 11 still left smart on 5ghz

I've added as much as I can to 5,GHz to free up 2.4 for the rads but I think my Alexa can also go under 5 so I'll try and move it. That leaves more or less all 2.4 for just the radiators.

At the moment they are holding up but of course I've been here before!!

It's a bit annoying as the manufacturer don't seem to be much help but I'd like to know what if anything can be done via the app or an update.

[#14]

@Simon_James 

From the past there were some wifi devices would struggle to connect to a wifi network where both the 2.4 and 5 GHz signals shared the same name. With the Hub One this was easy to resolve as the wifi names could be split. For the Hub two this is not possible, that is the reasoning behind the suggestion of either turning off 5 Ghz or by using a second wifi name (SSID) from a wifi extender. This would also give you the advantage of using default settings on the hub two.

To confirm you are using a DSL connection with nothing connected to the WAN port located next to the dc power plug of the hub?

I'm sort of at a loss what to do next as we've tried everything with the hub two, yes disappointing the manufacture has not come up with any thoughts, not sure if their silence is tell us something.

Last thought would be to try a different modem/router assuming you're a copper broadband connection, plusnet have no issues with third part devices, you would be looking for a ADSL/VDSL modem router with the option to split the wifi SSID names.

ebay or CEX stores are an option for buying a used device which would be cheaper.

To clarify

copper connection = modem / router.

full fibre = router only.

[#15]

@Dan_the_Van 

Thank you for your reply 😊
I thought I was doing well but the one closest to the router with an excellent signal according to app for the radiators has gone offline today 😊
Frustrating isn't the word as I bought these solely for having control when I wasn't at home especially when it's dropped cold.
I've definitely had slightly more stability off them by increasing lead time and maybe by manually selecting the channel on 2.4ghz.
Agree we've tried everything and I don't think turning off 5ghz or using the extender made much if any difference sadly.
Other than removing another device from 2.4ghz to 5 and freeing that up a bit more not sure what else to do.
My internet connection for my other stuff is fast and seems reliable so reluctant to change to another router but that might well solve it.
I don't think even leaving the radiators switched on all the time would help either as it's obvious something is wrong with the communication from the radiators to the hub to say I'm here as you pointed out so that's the key to fixing it.
What's making them stop that communication so they disappear off the active list, I wish there was some settings to look at this either on the rads or the router.
Can't see anything on Google from anyone with these radiators having issues but it's all the radiators not just one so that rules out a faulty radiator really.
I do wonder if this is a manufacturer issue but it's silence from them and no way of getting into any radiators settings other than via smart life app and that says no update whatsoever available.
The lease time is 21 days I might try 7.
As of now three radiators are still online so only lost one.
I wonder if there is some interference or something with the signal from the radiators to the router to say I'm here that's going wrong.
I'll just try what I can again ie take as much off 2.4 and change lease time to 7.
The extender could possibly try but didn't seem to make a difference and I was connecting to the SSID name with EXT on the end.
They still eventually went offline.
Wouldn't be so bad if they auto reconnected but they don't!! 😞

P.s nothing connected to WAN port at the back.