Unable to control Smart Home Monitoring Devices Remotely

Your Smart Home Monitoring system requires broadband internet connectivity for the remote control features to function properly.

If you experience any of the following, it’s likely that your Smart Home Monitoring system is having difficulty connecting via broadband:

  • Timeout errors while attempting to control your Smart Home Monitoring devices.
  • Cannot view cameras via the mobile app.
  • Cannot control light bulbs, light switches, thermostat, or door locks via the mobile app.
  • Voice commands via Google Home and Google Assistant do not work.
  • Must wait up to 3 minutes to arm/disarm remotely.

To resolve your connectivity issues, please follow these steps:

1. Check your connections and power

  • Verify that your home internet connection is up by accessing the internet with a laptop or any internet-connected device (e.g., smartphone, computer, tablet). If home internet is down, please contact your internet service provider to resolve.
  • Ensure that the touchpad is plugged in and powered on. Broadband connectivity goes down while running on backup battery to conserve power for essential security services.
  • Ensure that the Smart Home Monitoring device you are trying to control is powered on and is not experiencing low battery warnings.
    • Check the touchpad for any low battery warnings. Replace the batteries if required. If you’re unsure whether the device is powered properly, please refer to the installation guide for your device located at www.rogers.com/install

If your home internet is up and running and your Smart Home Monitoring devices are plugged in and powered up, go to step 2.

2. Conduct touchpad connectivity check

To determine whether your Smart Home Monitoring touchpad is connected to broadband:

  • Open the Settings app on your Smart Home Monitoring touchpad.
  • Enter your 4-digit Master Access Code.
  • Click on Advanced Settings.
  • Click on Connectivity.
  • Perform Connectivity Test.
  • Ensure check marks appear next to the Broadband and Cellular indicators on the touchpad.

If broadband is up, and you still cannot control your devices remotely, please contact a Smart Home Monitoring Technical Support Consultant to further troubleshoot your issue.

If broadband is down, go to step 3.

3. Restore broadband connectivity

To restore broadband connectivity to your Smart Home Monitoring system:

  • Locate your Smart Home Monitoring router near your internet gateway and ensure that it is powered on.
  • Ensure that the Ethernet cable is connected from the yellow port of Smart Home Monitoring router to one of the LAN ports of your internet gateway. Make sure both ends of the cable are securely plugged in.

After performing steps 1 & 2, if the issue persists, complete the following:

  • Unplug the power cable to your internet gateway and Smart Home Monitoring router.
  • Plug the power cable back into the internet gateway and wait up to 3 minutes for internet connectivity to be restored.
  • Plug the power cable back into the Smart Home Monitoring router and wait up to 3 minutes for connectivity to be established with the internet.

If issue still persists:

  • Reboot the Smart Home Monitoring Touch Pad and wait up to 3 minutes to establish a connection to the internet.
  • Perform the broadband connectivity check outlined in the previous section to ensure broadband connectivity is restored.

If your broadband connectivity isn’t restored, please contact a Smart Home Monitoring Technical Support Consultant.