Hive heating and hot water- hub offline problem

[doris67]

Our broadband went done and since then our Hive devices Hub and also Thermostat are showing as offline on the Hive App.  We have tried everything to get it back working, unplugging and following the Hive help videos but nothing has helped.  The Hive box from the router has a green solid light and also the receiver from the boiler.

Has anyone got any ideas of how to resolve this please or who to contact? 
thank you 

[Michelle-TalkTalk]

Morning,

Thanks for the update.

Michelle

[fr8ys]

That is good news.

[doris67]

After contacting Hive they sent us a new Hive Hub and cables and this has resolved the issue. 

[Michelle-TalkTalk]

Hi doris,

Thanks for the update and please let us know how you get on.

Thanks

Michelle

[fr8ys]

Let us know how you get on please.

@Michelle-TalkTalk may have some other thoughts that may help.

[doris67]

Thanks for your help, I have just emailed Hive to see if they can help with the issue.

[fr8ys]

I've had a look at the internet and find this seems to be quite common with some saying the Hive Hub may be faulty.

Others recommend turning the Hive off for half an hour and trying again.

Some seem to suggest it needs to connect to the 2.4ghz channel depending on model number.

If this is the case go into the router settings and turn off 5ghz temporarily and try again. If you connect, you can the reinstate 5ghz.

It is probably an issue with the hive rather than router if other devices connect ok, so as I suggested, it may be worth posting on the hive forum, detailing your model number, for help in reconnecting if the above suggestions do not work 

[doris67]

I’ve reset the router with a pin snd unplugged the Hive Ethernet cable and reconnected and this hasn’t worked.  The Hive is showing a solid green light. 

[Michelle-TalkTalk]

Morning,

Thanks for confirming. Have you tried factory resetting the router and then re-setting the router back up again?

Michelle

[doris67]

Hi it’s only affecting the Hive, everything else is working.  We’ve tried rebooting the router, I really don’t know what to do next, thanks 

[Debbie-TalkTalk]

Hi @doris67 

I'm sorry to hear this.

Are all other devices connecting ok? Is this only affecting Hive?

[fr8ys]

Maybe consult the Hive Forum for help?

https://community.hivehome.com/s/

of you haven't done so, maybe reboot the router and try the hive set-up again