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HELP & SUPPORT

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

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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 HOME APP - Compatible thermostats include T-Series and Round Smart Thermostats. Continue to the Honeywell Home subsection.
  • TOTAL CONNECT COMFORT APP – Compatible thermostats include Wi-Fi FocusPRO, VisionPRO, Prestige and Wi-Fi programmable thermostats. Continue to the TCC subsection.

Honeywell Home

2. When did your Wi-Fi connection fail?


App-Thermostat Pairing Issues

3. Make sure your app is up to date, and 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!
  • NO – Contact Support at 1-800-633-3991 or 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 the device you are connecting is on the same Wi-Fi network as the mobile device.

  • “Forget” all other networks, and turn off mobile data.
    OR
  • Turn on “Airplane Mode” and then turn on Wi-Fi and connect to the same Wi-Fi network the thermostat will be connected to.

10. Make sure the network is a standard home network and does not require logging in from a web page, such as a guest network or business network.


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

  • This specifically speaks to "Dual Band" routers which support both 2.4 GHz and 5 GHz networks.
  • Many of these routers will allow you to configure separate Networks to connect to on your phone or computer.
  • These networks must be named discretely (HomeWiFi - 2.4 and HomeWiFi - 5) in order for Honeywell Home products to connect.

12. Make sure you're 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. Refer to your router support or Internet Service Provider for assistance.


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 such as after-market firewalls, or connected to any network device, such as a switch or gateway which may have its own security.

Make sure Wi-Fi network is using one of the following security protocols. Other security protocols are not recommended. • OPEN • WEP PSK • WPA TKIP PSK • WPA2 AES PSK • WPA2 MIXED PSK.


16. Reset your thermostat.

Power cycle the device for 30 seconds or perform a hard reset by pressing and holding the reset button for 30 seconds. This clears short term memory. Power cycle the router for 30 seconds. This clears short term memory and resets router tasks.

Is your network pairing with your thermostat now?

  • YES – Congratulations! You've fixed your Wi-Fi issue!
  • NO – Contact Support at 1-800-633-3991 or 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 HOME APP - Examples include the Lyric thermostats.
TOTAL CONNECT COMFORT APP – Compatible thermostats include Wi-Fi FocusPRO, VisionPRO, Prestige, and Wi-Fi programmable thermostats.

Lost Wi-Fi on App/Thermostat

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

Go to your thermostat.


22. Is the thermostat showing offline?

  • YES – Reset your Wi-Fi on your router.
  • 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!
  • 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!
  • NO – Contact Support at 1-855-733-5465 to find a pro-installer in your area.

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