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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:

  1. The tepeo App displays “ZEB is offline.”
  2. 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.
  • On occasion the ZEB may we showing as connected on the comms box but unavailable in the App Home screen, please restart your ZEB by following the instructions below.

What can I do to get my ZEB back online?

Try these steps:

  • Connect your ZEB to your network using an Ethernet cable.
  • Restart you internet router.
  • Move your router or existing Wi-Fi extenders closer to your ZEB.
  • Consider adding a Wi-Fi extender to boost the signal, these can be supplied by your internet provider.
  • Confirm your router is providing a 2.4Ghz connection (more information can be found here)

If these steps don’t resolve the problem, please restart your ZEB.

How do I restart my ZEB?

  1. Turn off the power at your local isolator switch (for example, rotate a rotary isolator 90° to the OFF position).
  2. Wait 10 seconds.
  3. 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.