Wiser Smart Plug keeps dropping off the Heat Hub and won't reconnect

[RobinTG]

I have an installation which has 13 Wiser Radiator Thermostats, 2 Room Thermostats, and 3 Smart Plugs (used as range extenders and to switch lamps on an off) plus a Heat Hub.

Every 2 or 3 months, one particular Smart Plug appears to crash and stops functioning and can no longer be seen on the system. Removing and reinserting the Smart Plug into the socket outlet doesn't get it to reconnect to the Heat Hub. Repeating the 'Join Smart Plug to the Heat Hub' process (press and hold ON/OFF button for 2 seconds) fails to reconnect the Smart Plug to the Heat Hub. I have to remove the Smart Plug from the Heat Hub using the app and do a factory reset of the Smart Plug and redo the joining process from scratch. I've now done this several times which is becoming a real pain!

The issue seems to occur only with one out of the three Smart Plugs. Is it possible that this particular unit has some sort of recurring fault?

What long term solution options do I have (short of replacing the Wiser system with one from another manufacturer)?

[andrew_]

I have this problem, but it's happened on more than one plug. One of them just decides it's had enough and will disconnect. Doing a reset and re-add is also painfully slow and unreliable. They're pretty flaky. Did you ever find a solution?

[volker81k]

Hi all,

I have a similar issue with one thermostat. It shows offline the odd time, but after re-seating the batteries the device shows normal operation again.

But it is only 1 of 9 showing this behaviour.

[Maude.wiser.]

Hello,

How are you doing ? I was wondering if you could contact our technical support as it seems to be a bug: 0333 6000 622 or support@schneider-electric.zendesk.com

Thanks in advance, 

[Maude.wiser.]

Hello,

How are you doing ? I was wondering if you could contact our technical support as it seems to be a bug: 0333 6000 622 or support@schneider-electric.zendesk.com

Thanks in advance, 

[RobinTG]

Hi Andrew, not yet! See message from Wiser person at the bottom of this thread!

[RobinTG]

Hi Maude, I've done as you suggested and sent an email. Let's see what they have to say!