What should I do if my ZEB is offline?
Learn how to check if your ZEB is connected, what happens if it goes offline, and step-by-step solutions to restore connectivity.
Use this article to:
- Check your ZEB’s connection status
- Restore ZEB connectivity using Wi-Fi or Ethernet
- Restart your ZEB if connectivity issues persist
- Contact tepeo Support for further help
Why is it important for my ZEB to stay connected?
Keeping your ZEB online ensures it receives the latest charging schedule, tailored to your home’s needs, and lets it send notifications if something requires attention. If your ZEB is offline, it cannot update its schedule or alert you or our support team about faults or issues.
How can I tell if my ZEB is offline?
Your ZEB may be offline if:
- The tepeo App displays “ZEB is offline.”
- The ‘Connection’ LED on the Comms Box is not illuminated.
How do I check my ZEB’s connectivity?
- Open the tepeo App Home screen and scroll to view your Wi-Fi signal strength.
- If the signal displays ‘Poor’, ‘Unstable’, or ‘Unknown’, your ZEB may have trouble maintaining a reliable connection.
What can I do to get my ZEB back online?
Try these steps:
- Connect your ZEB to your network using an Ethernet cable.
- Move your router or existing Wi-Fi extenders closer to your ZEB.
- Consider adding a new Wi-Fi extender to boost the signal.
- For the best results, consult your internet service provider.
If these steps don’t resolve the problem, you can restart your ZEB:
- Turn off the power at your local isolator switch (for example, rotate a rotary isolator 90° to the OFF position).
- Wait 10 seconds.
- Turn the switch back ON.
What if my ZEB still won’t connect?
If your ZEB remains offline after restarting, please contact our Support Team through the App or at www.tepeo.com/contact-us.
Tips for optimal connectivity
Aim for a Wi-Fi signal strength of ‘Excellent’ or ‘Good’ to keep your ZEB connected and working reliably.