Vitoconnect

[fc007]

Hi,

My vitoconnect app was working perfectly since the installation in 2018.

Suddenly, impossible to reconnect it.

I tried everything, and check few solutions from the community web site posted on this subject.

- Vitoconnect serial number is : 2770722713F17D92

Can anybody help?

Regards

François

[CustomerCareChris]

Hi fc007,

I would like to take a deeper look to this case, could you please provide the serial number of the Vitoconnect?

(The number you posted seems to be the ID, the serial number has 16 digits and starts with a 7).

Best regards

Chris - Customer Care Team

[fc007]

sorry.. number is : 7571381710527202

[CustomerCareChris]

Hi fc007,

thanks for providing the number.

Right now the device is offline, I would recommend to reset the network configuration:

If that does not work, please tell me which LED glows / flashes in which color.

Best regards.

[fc007]

Thanks a lot Chris for trying to solve my problem. 
I did that procedure several time with no success. 
everything is going smoothly up to the confirmation of my WiFi password, then after few seconds : 
The middle led is flashing red. 
Error message on my iPhone : VItoconnect is not connected. 

what more can I do?

regards

francois 

[CustomerCareChris]

Hi fc007,

please be sure that your 2.4GHz WiFi meets the requirements:

If it already does, try using the hotspot from your mobile phone and connect the Vitoconnect to this WiFi to check if the device is capable of connecting to our servers.

Best regards.

[fc007]

Thanks Chris.

I will try this

Regards

[fc007 · Accepted solution]

Very strange. I had the connection for one hour, then the system went back to default. Middle led flashing red again??

Nothing apparently has changed on my side? What can it be?

[CustomerCareChris · Accepted solution]

Hi fc007,

was that connection established via your home-wifi or via the mobile hotspot?

Best regards.

[fc007]

Hi Chris.

The connection went through WIFI for an hour, then collapse.

Impossible to connect again, even through hotspot.

I'm a bit down with solutions.

Thanks for you help.

Do you have other ideas?

Regards

[CustomerCareChris]

Hi fc007,

that is pretty strange.

Please reset your Vitoconnect to factory settings and try again:

If that does not change anything I would ask you to contact your heating specialist / the shop you bought the Vitoconnect from and ask them to test the unit. They can also replace it in case it is broken.

Best regards

[fc007]

I did what you recommended and no more success.

I am afraid I will have to go to the next step. The problem is, I had a bad experience with the specialist who installed the boiler and I do not want to give him more business. If I buy a vitoconnect 100 to replace this one, and plug it by myself, will it work?

Let me know

François

[CustomerCareChris]

Hi fc007,

since I cannot guarantee that it is an issue with the device and that replacing the unit will change it, you should contact whoever sold you the Vitoconnect and ask them to replace it.

Depending on how old the device is, there might still be warrenty left.

Best regards.

[fc007]

Thanks Chris,

The device has been installed in 2018 and is not on guarantee anymore. 

Could you refer me another Viessmann specialist close from my place (61440 Oberursel) I could call to fix the problem.

Best regards

François

[CustomerCareChris]

Hi fc007,

you can use the "Fachpartnersuche" on our website to find a specialist close to you that suits your needs.

Best regards.