Why is my thermostat's Wi-Fi not working?

If your thermostat's Wi-Fi isn't working, the solution depends on what you're experiencing.

What are you experiencing?


New Thermostat, New Installation

1. Which app does your thermostat work with?

  • HONEYWELL HOMES APP - Examples include the Lyric thermostats and Honeywell Home Smart thermostats. Continue to the Honeywell Homes subsection.
  • TOTAL CONNECT COMFORT APP – Examples include the Total Connect Comfort (TCC) thermostats. Continue to the TCC subsection.


Honeywell Homes

2. When did your Wi-Fi connection fail?


App-Thermostat Pairing Issues

3. Make sure your mobile phone is within 3-5 feet of your thermostat.


4. Make sure thermostat is broadcasting to your app.

In your app, you should see "Lyric XXXXXX" as an option to connect to.


5. Go to your phone's settings and forget other networks.


6. Is your app pairing with your thermostat now?

  • YES – Congratulations! You've fixed your Wi-Fi issue! You are now complete.
  • NO – Contact Support at 1-855-733-5465 to find a pro-installer in your area.


Thermostat-Network Pairing Issues

7. Turn off your mobile phone's cellular/mobile data.


8. Turn on your mobile phone's Wi-Fi.

Connect your phone to the same network that you're connecting your thermostat too.


9. Make sure you're using the correct Wi-Fi password.


10. Make sure you're not connecting to a Guest network.


11. Make sure you're connecting to a 2.4 gigahertz (GHz) network.

Honeywell connected thermostats work best with a 2.4 GHz network.


12. Make sure your connecting directly to a router, and not a router accessory.

Examples of router accessories include repeaters and signal boosters.


13. Make sure your router hasn't reached its max number of devices.

Routers typically can only handle a specific number of devices.


14. Make sure your router is using Dynamic Host Configuration Protocol (DHCP).

When a router is using DHCP, it automatically assigns internet protocol (IP) addresses to each device. Honeywell connected devices work best with DHCP.


15. Make sure your router isn't using any advanced security settings.

Advanced security settings include VPNs and network switches with separate firewalls.


16. Is your app pairing with your thermostat now?

  • YES – Congratulations! You've fixed your Wi-Fi issue! You are now complete.
  • NO – Contact Support at 1-855-733-5465 to find a pro-installer in your area.


TCC

17. When did your Wi-Fi connection fail?


Thermostat Set Up

18. Go to your phone's settings and forget other networks.


19. Continue to the Thermostat-Network Pairing Issues subsection.


Old Thermostat, New Installation

20. Which app does your thermostat work with?

  • HONEYWELL HOMES APP - Examples include the Lyric thermostats.
  • Continue to the Honeywell Homes subsection.
  • TOTAL CONNECT COMFORT APP – Examples include the Total Connect Comfort (TCC) thermostats.
  • Continue to the TCC subsection.


Lost Wi-Fi on App/Thermostat

21. Have you recently changed your router or internet provider?

C-Wire Go to your thermostat.


22. Is the thermostat showing offline?

  • YES – Reset your Wi-Fi.
  • Continue to the next step.
  • NO – Continue to Step 26.


23. Is your thermostat still offline?

  • YES – The thermostat is still offline.
  • Contact Support at 1-855-733-5465 to find a pro-installer in your area.
  • NO – The thermostat is now online.
  • Continue to the next step.


24. Check your app: is the thermostat showing offline in your app?

  • YES – Your thermostat is online, but your app is showing that the thermostat is offline.
  • Contact Support at 1-855-733-5465 to find a pro-installer in your area.
  • NO – Continue to the next step.


25. Can you do anything in your app?

Try changing the temperature or anything.

  • YES – Congratulations! You've fixed your Wi-Fi issue! You are now complete.
  • NO – Restart the app, and then try again.
  • If that fails, update or reinstall your app, and then Continue to the next step.


26. Can you do anything in your app now?

Try changing the temperature or anything.

  • YES – Congratulations! You've fixed your Wi-Fi issue! You are now complete.
  • NO – Contact Support at 1-855-733-5465 to find a pro-installer in your area.


Last updated: October 19, 2018
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