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Troubleshooting

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Not a problem, there are a number of resources available to help guide you through the setup of your home heating control. 

  • Support documentation in the documents and downloads section below.
  • Specific FAQs to help below
  • Installation and quick user guides that came in the packaging of your device
  • Or if that is still not solving your issue, we are here to help +44 (0) 333 6000 622 or Email Us.
  • If you’re having trouble with your Wiser system, you have a number of resources from the quick start guide and installation instructions that will have come with your product (in the box)
  • Or check the FAQ’s below to see if any of these help in resolving your problem
  • And finally if all the above has not helped, we are always available to take your call or email on +44 (0) 333 6000 622 or customer.care@draytoncontrols.co.uk
  • Ensure your e-mail address has been typed correctly in the username field
  • Your password has met the min specified requirements, and is the same in both fields of the app
  • Ensure that your Wi-Fi is enabled on your smartphone and has been previously connected to the Wi-Fi network you have now connected your Wiser system to.
  • Confirm that your Wiser system has successfully connected to your Wi-Fi network of choice and that you are not having any internet issues with your router (usually indicated by a red light on your router above broadband or internet LED display)
  • If you forget your password, don’t worry, on the login screen of the app please select the forgotten password link and we will e-mail you with a link that will allow you to change your password. You will then be able to login into the app and your device using this. Remember your password will need to meet the minimum criteria to be accepted.

In the unlikely case that your account has not paired follow the steps below:

  1. Register the account again. The best way to do this is to close or logout of the app, and power cycle your Wiser Hub (not reset)
  2. Put the Hub into setup mode - flashing green led once powered back on
  3. Open the app and select - setup new system / create account in app
  4. Skip adding rooms and devices as you have already done this
  5. Complete the WiFi journey again - it should remember your details
  6. You will then be able to create user account
  7. Once that is done and you have verified the user account via email go back to the app
  8. You can then put your address details in the app
  9. This will then pair your account to the device and you can use the app outside the home
  10. The app will log into your system automatically

If the supplied adapters don’t enable you to fit your Wiser Radiator Thermostat to your existing radiator, please see our handy Wiser Radiator Thermostat Adapter Guide, which offers suggested alternatives and where you can find them to buy. This is located in the Documents & Downloads section below.

This is perfectly normal and your system is working correctly. The flame symbol shows your room/zone has not yet reached the set point, however your boiler will go on and off according to the algorithm. As the room/zone gets close to the set point, the time the boiler is on will decrease. This basically means the boiler is ensuring that your room doesn’t over heat and you don’t waste energy.

After a power failure please give your Wiser system up to 15 minutes to fully recover. There is no need to reset or disconnect any of your Wiser devices during this period.

  • This usually means that the username and/or password you’ve entered does not match our database; please try re-entering carefully.
  • If this remains a problem you can hit the ‘reset’ password option in the app and this will send a temporary password to your e-mail. You’ll be asked to change this once you’ve logged in successfully.
  • Also if outside the home check that your smartphone or tablet that you are using has an internet connection, otherwise you won’t be able to have remote control of your heating system.
  • If you are having issues connecting to your system via the app outside the home ensure that you are not connected via Wi-Fi to a corporate or workplace Wi-Fi network. If so turn off your Wi-Fi and attempt connection via 3G/4G to see if this resolves your issue. (This is because some workplace Wi-Fi may have security restrictions on what app/sites can be accessed in the office.)
  • This can happen if your home internet connection is not working for any reason. If your Wiser Heat HubR cannot connect to the internet (via your router) for whatever reason this will be indicated by a flashing red LED above the SETUP button on the Heat HubR
  • If the LED is solid red above the setup button on the Heat HubR it means that the Hub cannot connect to the cloud, if this happens please confirm that your home internet is still up and working – you can do this by connecting another device such as smart phone or tablet to the Wi-Fi and checking that you can still access a website.
  • If your home internet is not working please contact your internet service provider to raise a fault.
  • If everything looks ok try restarting your home router, and force closing the app, then try logging in again after 5 minutes, if the problem persists please get in touch.
  • Top tip -  a stable connection to the cloud via the internet is shown on the Heat HubR as a solid green LED
  • Firstly make sure the app is up to date, and that you are running the latest version. You can do this by going to the app store or Google Play store and seeing if there are any updates available.
  • If this is up to date please check the LED status on the Heat HubR, if solid RED LED light is on above the setup button this means that the connection to the home Wi-Fi router has been lost, your internet is down, or there is a cloud issue. If you believe that your router and internet are fine please get in touch with us, so that we can help resolve any issue our end.

​​​​​If you cannot access the Wiser app outside the home it may be because your account hasn’t paired correctly. If this happens please don’t worry, contact customer services providing the email address you attempted to register with, they can then confirm how to proceed.

  • If for whatever reason your internet connection stops working, if you are at home and your smartphone and/or tablet is connected to the same WIFI network, you should still be able to use the app to control your heating and hot water.
  • If outside the home and your internet / home Wi-Fi fails for whatever reason, you will not be able to control your heating or hot water via the app. Don’t worry though, your heating and hot water will still work and will run to any pre-programmed schedule.
  • There is also manual override on the Heat HubR directly. By pressing either the hot water or heating buttons (depending on 1 channel or 2 channel variants) this will override any pre-programmed schedules and engage the heating and or hot water directly for a period of 1 hour for hot water and 2 hours for heating.

​​​​​If you cannot access the Wiser app outside the home it may be because your account hasn’t paired correctly. If this happens please don’t worry, contact customer services providing the email address you attempted to register with, they can then confirm how to proceed.

Yes – One bar indicates that the system is connected to the Heat HubR and will be fully functioning. User experience won't be affected by the number of signal bars displayed. The lack of a connection is indicated by a red ! . If this is the case, please contact Customer Support on 0333 6000 622

If your signal strength is low then you may need a WiFi repeater to be installed to improve the coverage, but if your system is operating as you’d expect then this may not be necessary. The nature of WiFi networks mean that some ‘low signal’ system will work with no issues as the environment may be favourable. WiFi repeaters are available from any good electrical retailer.

You can find your signal strength by navigating to ‘Settings’ > ‘Rooms & Devices’ and scroll down to the Hub.

  • Please refer to the detailed instructions either via the app or in conjunction with the app use the detailed printed instructions that came with the heating control to help guide you through the process.
  • If that still does not help, feel free to give us a call or email, and we will endeavour to guide you through the process.

The screen of the Wiser room thermostat is designed to time out several seconds after use, in order to save battery life. If you have just installed your Wiser HubR you may find that 30 minutes to an hour after installation and first connection to your wifi netwrok, the room thermostat screen goes blank for up to 30 mins - this is the point at which your HubR will download the latest firmware and therefore the thermostat will go blank in order to accept updated graphics. There is no cause for concern, but please follow the steps below if this happens:

  1. Do not remove batteries
  2. Do not attempt to reset the room stat
  3. Do not remove the device from the app in rooms and devices
  4. Wait 30 minutes, and when attempting to wake the thermostat up the screen will come back
  5. If you still experience issues please contact customer services

If the supplied adapters don’t enable you to fit your Wiser Radiator Thermostat to your existing radiator, please see our handy Wiser Radiator Thermostat Adapter Guide, which offers suggested alternatives and where you can find them to buy. This is located in the Documents & Downloads section below.

Videos

Wiser Heating Controls

How To Commission Your Wiser Multi-zone Kit

How To Commission Your Wiser Thermostat Kit

Control Your Heating Room-To-Room

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