Connect to Drayton Hub from app is failed after WiFi cut

[JohnCg]

Hi, I have been using the Drayton system (hub and radiator thermostats) for more than a year and so far is satisfactory. However, I don't know why in the last two days, we couldn't connect to our hub / thermostats from app in the morning. WiFi / internet connection is fine during our investigation. We also tried power cycling the hub and it didn't help. At the end, we can only re-do the setup on the hub and re-pair all the thermostats one by one to resume the system to normal. The mobile app version we're using is 6.9.2 (Build 1630).

Please find the below photos of the hub and radiator taken during the 'disconnected' moment.

For your information, we do turn off the WiFi router before sleep and power it on again in the next morning. The hub was able to connect to the same WiFi network in the morning and resume working in the past year. Just don't understand why it could not achieve the same connection in the past two days and we don't want to reset the hub and re-pair the thermostat EVERY morning (nor keep the WiFi router powered all night long).

We would appreciate if a Wiser expert can assist and solve our problem.

@wiser

[JohnCg]

The problem still exists up to this moment and the only solution is to pair up the thermostat with the hub again. I am so disappointed that no solution was offered from Schneider professionals or technical support. 😠

[BrianT58 · Accepted solution]

Hi John apologies if you've already contacted support but I would certainly get in touch with them if you haven't.
This is a community forum and as far as I'm aware no one from the tech support team reads these posts and so you may have a long wait.
I had a similar issue earlier in the year I called support Contact Us | Wiser (draytoncontrols.co.uk) and they were most helpful and although I did have to effectively start from scratch I've not had an issue since.

[TheTom]

Hi John, you sould definitely reach out to Contact Us | Wiser (draytoncontrols.co.uk), as Brian suggests. 
Support there will undoubtedly ask you for your hub's MAC address and help you out or replace any faulty device 😉

[JohnCg]

Thanks @BrianT58 and @TheTom for your suggestions. Will contact support via the official channel and see how it goes. Cheers!

[Maude.wiser. · Accepted solution]

Hello John 🙂

Thanks a lot Tom and Brian for your help, yes better to call the support as it seems to be a bug! 

In case you do not have the good contact: 0333 6000 622 or email support@schneider-electric.zendesk.com