The location of your system components is extremely important for maintaining a reliable radio signal between devices.
The signal travels in a straight line between units and weakens over distance.
However, the number and type of objects the signal passes through will usually have a much greater effect than distance alone.
Every home is different, so this cannot be guaranteed, but as a general guide your units should be able to communicate through up to two single-skin brick walls or stud walls.
If your units cannot connect, or frequently disconnect, this may indicate a signal issue.
Checking Signal Strength
You can check the signal strength of your devices in your account:
Log in to your account
Click Setup
Select Diagnostics
Scroll down to view the signal strength of each unit
If any units show:
Signal strength below 5, and
A high reconnection count
this usually indicates a radio signal problem.
Improving Signal Strength
If you suspect a signal issue, try the following:
Ensure the Gateway is not positioned:
On top of your router
On the floor
On a windowsill
Buried under cables or other equipment
Move the Gateway to a more central location in the property.
If possible, plug the Gateway into another Ethernet socket in the home.
If another Ethernet point is not available, you can use:
HomePlug / Powerline adapters, or
Wi-Fi range extenders with an Ethernet port
Example of Poor Positioning
In the example shown in the image, the devices are poorly positioned for the following reasons:
The Relay Module (if applicable) is installed directly under the boiler, which places it too close to a large metal object that can interfere with radio signals.
The signal between the Relay Module and Gateway must pass through:
Three walls
A staircase
Multiple kitchen appliances and cabinets (such as ovens, fridges, and cupboards)
All of these obstacles significantly reduce signal strength.
Example of Good Positioning
With a few simple adjustments, the signal strength can be greatly improved:
The Relay Module (if applicable) is positioned away from large metal objects
The Gateway is placed centrally between the Thermostat and Relay Module
The Room Thermostat is positioned to avoid the staircase
These changes help create a clearer signal path between the devices and improve system reliability.