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On my mobile app it says “We cannot connect to your thermostat. Please ensure your thermostat is connected to Wi-Fi”. What should I do?

On my mobile app it says “We cannot connect to your thermostat. Please ensure your thermostat is connected to Wi-Fi”. What should I do?

In order to fix a Wi-Fi issue, you need to be at your ecobee3

On your ecobee3, click Quick Changes menu and look at the upper right corner.

  1. There are two icons one over the other (a mobile device icon and a Wi-Fi connectivity
  2. If the Wi-Fi connectivity icon is (!) and the mobile device icon is not red, please follow the instructions to setup Wi-Fi
  3. If the mobile device icon is red but Wi-Fi connectivity signal is not red, please follow instructions to connect to ecobee.com
  4. If both icons are red, please follow instructions to setup Wi-Fi and connect  to ecobee.com

If you are unsure about the icons in the Quick Changes Menu, an alternative method to determine connectivity is to click Menu -> About -> WiFi. Scroll down the list to find:

  1. “Connected to Wi-Fi router” and check if it says Yes or No. If it says No, please follow instructions to setup wi-fi
  2. “Connected to ecobee.com” and check if it says Yes or No. If it says No, please follow instructions to connect to ecobee.com

Setup WiFi:

  1. Please check your router is powered on
  2. Please check if other devices (such as laptop, tablet or mobile phone) are connected to WiFi. If not, try disconnecting the router from power source and re-connect
  3. If you have recently changed password to your Wi-Fi network, you will need to re-enter the information on ecobee3 as well. To update information please follow the steps below
    1. Go to Menu-> Settings -> WiFi
    2. Select Network and then your network name
    3. Click Next and type in the new password and try connecting

Setup connection to ecobee.com

  1. Please go to Menu -> Settings -> WiFi
  2. Click Network -> select your network and click Next
  3. Click Connect and observe if it connects to ecobee.com

If none of the above steps work, please call ecobee support

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