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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.
  • If the ZEB shows as connected on the Comms Box but is unavailable in the App Home screen, restart your ZEB by following the instructions below.

What can I do to get my ZEB back online?

Try these steps in order until your ZEB reconnects:

  1. Restart your internet router.
  2. Confirm your router is providing a 2.4GHz connection — some modern routers broadcast 5GHz by default, which may not be compatible. (For more details, see how to improve your ZEB's internet connectivity.)
  3. Move your router or existing Wi-Fi extenders closer to your ZEB.
  4. Add a Wi-Fi extender to boost the signal; these can be supplied by your internet provider.
  5. If Wi-Fi steps do not resolve the issue, connect your ZEB directly to your router using an Ethernet cable for the most stable connection.

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

How do I restart my ZEB?

    To restart your ZEB, turn off the isolator switch, wait 10 seconds until all Comms Box LEDs go out, then turn the switch back on.

    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, and confirm that all LEDs on the Comms Box have gone out before proceeding.
    3. Turn the switch back ON.
    4. Wait up to 2 minutes for your ZEB to restart, then check that the Connection LED on the Comms Box is illuminated and that the tepeo App no longer shows "ZEB is offline."

What if my ZEB still won’t connect?

If your ZEB remains offline after restarting, please contact tepeo Support through the tepeo App or at www.tepeo.com/contact-us.

How can I maintain optimal ZEB connectivity?

Aim for a Wi-Fi signal strength of Excellent or Good to keep your ZEB connected and working reliably. If signal strength is persistently Poor or Unknown, consider switching to an Ethernet connection for the most stable link.