I have the Pph Ember app which will no longer connect. Keep putting in my password but the gateway

[Lonalaming]

The ember app allows you to control the heating from your phone.   It stopped connecting last weekend and I can't get it to reconnect 

[caesarome]

Are you a Sky Broadband customer ?

[Lonalaming]

Yes I am 

[Chrisee]

@Lonalaming assuming other apps work on that phone it is unlikely to be caused by your Sky Broadband connection unless you have changed any settings yourself

.Heating apps need communication with the heating system etc some things like smart thermostats can be battery powered if your's is check that the problem isnt simply a flat battery. Otherwise I would contact the support for the app here https://emberapp.ephcontrols.com

[Lonalaming]

Hi Chrisse.    I have been communicating with the app support team and they are aware of the issue.   They have contacted sky but as they are not customers they will not speak to them.   They have several customers who have the same issue 

[Chrisee]

@Lonalaming can you get them to give you detail of what they think is the issue (or they can post in this thread as you dont need to be a Sky customervto post here) and if you tag me I will try to get an answer from Sky.

[adamtjames88]

I am also one of these customers.

Our connection dropped on 3rd November, started working again on the 5th and since moving the Ember hub closer to the router yesterday it has dropped again and will not reconnect.

Ember have asked me to speak to sky as there are several customers impacted and all are sky broadband customers.

[Stim07]

I am also a new user of the Ember App, I recently had new smart EPH thermostats fitted which are working fine manually, when I try to connect my gateway to the sky hub to be able to use the app to control my heating , it will not connect. I have been speaking to EPH technicians who talked me through the whole process but still no connection. They sent me a new gateway to try but still nothing.they also mentioned many other Sky users are having problems and suggested I speak to sky to see if the gateway code is being blocked and why. Problem is finding the correct way past all the suggestions of solutions and actually speaking to someone. These thermostats are not exactly cheap and it seems that Sky are preventing me from using them how they are designed to? 
Any suggestions or answers would be greatly appreciated.

[Stim07]

I have added the message from EPH technical support below.

[PC49]

I have the PPH EMBER APP problem. Both ember and sky have been helpful. Mine dropped out about week ago. I'm in constant touch with EMBER who can't find a solution sky replaced my old router and things worked brilliant for an hour. Then it lost contact AGAIN. I've emailed EMBER again and I'm getting very frustrated!

[Chrisee]

@Lonalaming & @Stim07 I have drawn Sky's attention to this thread and asked them to check internally if it is an issue at their end. 

[Chloe-W22]

Hi everyone, thanks for posting.

I'll have our backend teams look into this but I need some details in order to investigate.

Please Private Message me the following:

Sky Account Number:

MAC address:
Device Make and Model customer using the app with:
What error shows on the app and what is the full name of the app being used?:
What Sky Hub Model/Version customer is using:

Thank you 🙂

[Lonalaming]

Thank you Chrisee, 

I have sent information to Chloe and I am awaiting an answer 

[Terence444]

Hi everyone,

I have been working on this issue with EPH EMBER for a week or so.

EPH Controls kindly , tested and configured and shipped a gateway to me, it is successfully connecting to the sky router but not the outside server.  I can log into my SKY router and see the device connecting.

Could this be a DNS issue?

[adamtjames88]

Hi Chloe I will send you a private message when I am back in the house tomorrow.

I moved the gateway to another room and bizarrely it has started working, it was previously in the same room as my sky router but now it is more equidistant to the boiler and receiver. It's strange as I get full wifi signal at the boiler and full signal for RF on my gateway at the sky hub so have no idea why it is suddenly working.

It has dropped out twice now after working for a period of time so not counting on it working long term until we have a proper fix.