My Natede is disconnected

When the device has been disconnected for more than 24 hours, you will see the "disconnected" state in grey in the app. The device cannot be controlled, for this reason it is important to proceed with the reconnection.

First of all, check these things:

  • check if the device is plugged;
  • move the device closer to the router;
  • change or re-enter the WiFi network in the Vitesy Hub product settings;
  • if none of the three options work, remove the device from the app and connect it again - don't worry, you won't lose any data!

If none of the solutions provided work, contact support.

Please note: it is also possible to connect the device via hotspot, however, it is best to use a home network, since the phone should always be next to the device. Also, a hotspot connection is not as stable and lasting as that of a fixed router.


Still have questions?

Contact us - +39 3457904690
Our customer support team is available from 9:00 to 18:00 Central European Time (CET) from Monday to Friday.