Heatmiser Not Connecting to App

NeoHub lost its IP address

If your router was reset or the NeoHub was unplugged, it may have received a new IP address that the Heatmiser cloud servers can no longer find. Fix: log into your router and assign a static IP to the NeoHub.

Heatmiser cloud server issue

Heatmiser's cloud service occasionally has outages. Check Heatmiser's status page or their social media before assuming a hardware fault.

App account or firmware mismatch

After a Heatmiser app update, older NeoHub firmware versions sometimes lose compatibility. Updating the NeoHub firmware (via the local web interface) resolves this.

NeoHub on Wi-Fi instead of Ethernet

NeoHubs connected via Wi-Fi are prone to connectivity drops. Heatmiser recommends wired Ethernet connection. We can relocate the NeoHub or install a network switch.

NeoStat lost pairing with NeoHub

Individual room stats can lose pairing after a power cut or router change. Re-pairing through the NeoHub web interface takes 2 minutes per stat.

Power cut or firmware corruption

A power cut mid-firmware update can corrupt the NeoHub. Heatmiser support can guide a recovery process. In severe cases, hub replacement is required.

My Heatmiser app says NeoHub offline but my heating is still working — why?

Your heating is running on its own local schedule stored in each NeoStat thermostat — it doesn't need the internet to run. The app connectivity is a separate issue. The heating will continue to function, but you have lost remote control.

Do I need a new NeoHub if it stops connecting?

Rarely. In over 90% of cases, Heatmiser connectivity issues are network configuration problems, not hardware failures. Our engineers have seen and resolved every variation of NeoHub connectivity issue across London properties.

My NeoHub won't connect after a house move or broadband change — what do I do?

Power cycle the NeoHub (unplug for 30 seconds), connect it to the new router via Ethernet, and give it 5 minutes to get an IP address. Then open the Heatmiser app and tap 'Add NeoHub'. If it still doesn't find it, call us.

Can you configure Heatmiser zones for underfloor heating and radiators separately?

Yes — this is one of our specialisms. We configure multi-zone Heatmiser systems with separate UFH and radiator zones, optimise schedules, and link weather compensation where compatible.