Wi-Fi setup and troubleshooting

This guide connects your myenergi device to your home Wi-Fi in about 10 minutes. Pick your device, then follow the steps in order.

Who helps with what

We help you get your myenergi device onto your home Wi-Fi. Your broadband provider looks after your router, your Wi-Fi signal and your internet connection.

myenergi helps with:

  • Getting your device ready to connect
  • The connection between your phone and your device
  • The myenergi app
  • Your device once it is online

Your broadband provider helps with:

  • Router settings, such as 2.4GHz, WPA2 and MAC filtering
  • Your Wi-Fi name and password
  • Wi-Fi signal at your device
  • Internet dropouts

Quick test: if your device shows your home Wi-Fi in its network list, its Wi-Fi works. Problems after this point come from your router or signal. We have no access to your router and are unable to change its settings.

Pick your device

  • Screen and buttons on the front? You have a zappi, eddi or libbi. Open the zappi, eddi, libbi tab.
  • No screen, lights only? You have a zappi GLO. Open the zappi GLO tab.

Device keeps going offline? Go to Fix a problem.

zappi, eddi and libbi

Before you start

  1. Find your home Wi-Fi name and password. Most routers have them on a sticker.
  2. Stand next to your device with your phone.
  3. Turn off mobile data on your phone until you finish.

You need two passwords. The myenergi password shows on your device screen. Use it to join the device's network on your phone. Your home Wi-Fi password is on your router sticker. Use it on the setup page.

Part 1: On your device

Step 1. Clear old Wi-Fi details
Only for a new router or provider. First-time setup? Go to Step 2.

  1. Press Menu.
  2. Go to Other/Device Settings > Advanced/Installer Settings > System > Reset Wi-Fi Config. No System option? Go to Advanced > Reset Wi-Fi Config.
  3. Asked for a PIN? Enter your Installer PIN from your installation paperwork.
  4. Press ✓ or +.

You should see: the previous menu. No message shows. This is normal.

Step 2. Turn on Wi-Fi

  1. Go to Other Settings > Internet > Wi-Fi > Wi-Fi Config…

    Device screen showing the Wi-Fi Config menu
     
  2. Wi-Fi says Off? Select it, press +/TICK and wait 5 seconds.
  3. Access Point says Off? Select it, press +/TICK and wait 10 seconds.

You should see: Wi-Fi On and Access Point On.

Step 3. Photo the screen

  1. Press Menu to go back to the Wi-Fi screen.
  2. Take a photo. It shows the myenergi network name and password.

    Device screen showing the myenergi network name and password

Part 2: On your phone

iPhone or iPad

Step 4. Join the myenergi network

  1. Open Settings > Wi-Fi.
  2. Tap the myenergi network from your photo. Not your home Wi-Fi.

    iPhone Wi-Fi list with the myenergi network
  3. Enter the myenergi password from your photo.

    iPhone password box for the myenergi network

You should see: a tick next to myenergi and "No Internet Connection". This is normal. Stay on it.

Step 5. Open the setup page

It opens on its own within 10 seconds. If not, open Safari and type 192.168.4.1 in the address bar.

Browser address bar with 192.168.4.1 typed in

Step 6. Connect to your home Wi-Fi

  1. Tap your home Wi-Fi in the list.

    Setup page with the Detected Networks list
  2. Enter your home Wi-Fi password.
  3. Leave Show IP Settings unticked.
  4. Tap Connect and wait 15 seconds.

    Setup page updating after Connect is pressed

You should see: Connected: True, and a Wi-Fi icon on your device screen.

Setup page showing Connected: True

Done. Turn mobile data back on.

Android

Step 4. Join the myenergi network

  1. Open Settings > Wi-Fi.
  2. Tap the myenergi network from your photo. Not your home Wi-Fi.

    Android Wi-Fi list with the myenergi network
  3. Enter the myenergi password from your photo.

    Android password box for the myenergi network

You should see: a "No internet" warning. Tap Yes or Keep to stay connected.

Step 5. Create a settings password

This is a new password to protect your device settings. Not your home Wi-Fi password. Use 9 or more characters, with one capital letter and one number, and no symbols. Write it down.

Android screen asking you to create a settings password

Step 6. Open the setup page

It opens on its own within 10 seconds. If not, open your browser and type 192.168.4.1 in the address bar.

Step 7. Connect to your home Wi-Fi

  1. Tap your home Wi-Fi in the list.

    Setup page with the Detected Networks list
  2. Enter your home Wi-Fi password.
  3. Leave Show IP Settings unticked.
  4. Tap Connect and wait 15 seconds.

You should see: Connected: True, and a Wi-Fi icon on your device screen.

Setup page showing Connected: True

Done. Turn mobile data back on.

Good to know

zappi GLO

Power cycle your zappi GLO first

Switch it off, wait 10 seconds, switch it on. zappi GLO only accepts a phone connection for 15 minutes after power-up. Start setup straight away.

Before you start

  1. Turn on Bluetooth on your phone.
  2. Stand next to your zappi GLO.
  3. Have ready: your serial number (starts with 3), your registration code (in your handover email), your Bluetooth PIN (in your manual) and your home Wi-Fi password.

No Bluetooth PIN? Contact us. We send it once we confirm you own the device.

Homeowner: myenergi app

zappi GLO already in your app? Go to Step 7.

Add zappi GLO to your app

Step 1. Start

Open the myenergi app. Tap + Tap here to add your first eco-system.

myenergi app home screen with the add eco-system button

Step 2. Pick a location

Tap your home, or tap Add new location. Fill in any empty boxes.

App screen to pick a location App screen to add a new location App screen to name the location App screen to enter the address

Step 3. Pick your tariff

Tap Single rate or Dual rate. Dual rate? Enter your cheap rate times.

App screen to pick single or dual rate tariff App screen to enter dual rate times

Step 4. Pick GLO

Scroll to GLO and tap +.

App device list with GLO App screen asking for the registration code

Step 5. Enter your details

Enter your serial number and registration code. Name your eco-system, for example "Home".

App screen to enter serial number and registration code App screen to name the eco-system

Step 6. Finish

You should see: the lights flash and the app says setup is complete. Your zappi GLO shows Offline. This is normal until you finish Step 9.

App screen confirming setup is complete App showing zappi GLO as Offline

Connect zappi GLO to Wi-Fi

Step 7. Open Wi-Fi settings

Tap the menu icon, top left. Tap Settings > Device settings > Update Wi-Fi settings.

App menu icon, top left App Settings screen App Device settings screen Update Wi-Fi settings option

Step 8. Connect to your zappi GLO

Tap your serial number. Wait for the app to connect, then enter your Bluetooth PIN.

Serial number missing? Power cycle your zappi GLO and try again.

App list of devices found over Bluetooth App screen to enter the Bluetooth PIN

Step 9. Join your home Wi-Fi

Tap your home Wi-Fi. Not listed? Pull down to refresh. Enter your home Wi-Fi password and tap Finish Wi-Fi setup.

App list of Wi-Fi networks App screen to enter the Wi-Fi password Finish Wi-Fi setup button

Step 10. Wait 10 minutes

Leave your zappi GLO for 10 minutes. Do not repeat the steps during this time.

You should see: your zappi GLO change from Offline to online in the app. Done.

Still Offline? Go to Fix a problem.

Installer: Installer Assistant app

Connect Wi-Fi during commissioning, before you leave site.

  1. Open Installer Assistant. Tap Set up device, the zappi GLO, then Continue.
  2. Go to Internet. Set the connection type to Installer (me).
  3. Turn on Wi-Fi. Tap Available Networks and pick the customer's Wi-Fi.
  4. Enter the customer's Wi-Fi password.
  5. Tap Save, then Install.

Installer tips

  • Check phone signal at the install spot before you mount the unit.
  • Connecting Wi-Fi after commissioning? No need to resend the handover email.
  • Password over 32 characters, or with emojis or accented letters? Ask the customer to change it on the router first.

Fix a problem

Open the problem you see. Try each fix in order.

What does my home Wi-Fi need?

Who helps: your broadband provider

  • 2.4GHz Wi-Fi. myenergi devices use 2.4GHz (802.11 b/g/n) and do not join 5GHz-only networks.
  • WPA2 security. WPA3 causes problems on some routers.
  • A visible network name. Hidden networks do not always show.
  • MAC filtering off, or your device on the router's allowed list.
  • A password of 32 characters or fewer, with no emojis or accented letters.
No myenergi network on my phone (zappi, eddi, libbi)

Who helps: myenergi

  1. Check Wi-Fi and Access Point both say On (Step 2).
  2. Stand closer to the device.
  3. Turn your phone's Wi-Fi off and on, then look again.

Still missing? Contact us.

The setup page does not load

Who helps: myenergi

  1. Check your phone is still on the myenergi network.
  2. Turn off mobile data.
  3. Type 192.168.4.1 in the address bar, not the search bar.
  4. Try a different browser.
The app does not find my zappi GLO

Who helps: myenergi

  1. Power cycle your zappi GLO. The connection window closes 15 minutes after power-up.
  2. Check Bluetooth is on, and the app has permission to find nearby devices.
  3. Stand next to the zappi GLO.
  4. Close the app fully, reopen it and try again.

Still not found? Contact us.

My home Wi-Fi is not in the list

Who helps: your broadband provider

  1. Pull down to refresh, or wait 30 seconds.
  2. Check your router has 2.4GHz turned on.
  3. Check your network name is not hidden.
  4. Check your phone gets a signal next to the device.
It will not connect, but my password is right

Who helps: your broadband provider

  1. Check the password letter by letter. Capitals count.
  2. Check it is 32 characters or fewer, with no emojis or accented letters. zappi GLO shows a message if it is too long. zappi, eddi, libbi and harvi fail with no message.
  3. Restart your router. Switch it off, wait 10 seconds and switch it on.
  4. Ask your provider to switch WPA3 to WPA2, or to WPA2/WPA3 mixed mode.
  5. Ask your provider to turn off MAC filtering, or add your device to the allowed list.
It connects, then keeps going offline

Who helps: your broadband provider

Your device connected, so its Wi-Fi works. Dropouts come from your signal or router.

  1. Check the signal at the device. How to check Wi-Fi signal strength.
  2. Does your router use one name for 2.4GHz and 5GHz? Ask your provider to give 2.4GHz its own name.
  3. Using a mesh system? Some move devices between access points and drop the connection.
  4. Do other devices drop out too? The problem is your broadband.
My Wi-Fi signal is weak at the device

Who helps: your broadband provider, or a myenergi hub

Chargers often sit outside or in a garage, far from the router. Try these, simplest first:

  1. Move your router closer to the device.
  2. Add a Wi-Fi extender between the router and the device.
  3. Use powerline adapters, which carry internet through your home's wiring.
  4. Use a myenergi hub. It plugs into your router by cable and talks to your devices by radio. No Wi-Fi needed at the device. Order a myenergi hub.

Still need help?

Router or signal problem? Contact your broadband provider. Device or app problem? Contact us with these details. We solve it faster.

  • Your device type and serial number
  • The step you reached
  • A photo of the screen or a screenshot of the app
  • Your router make and model

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