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How to troubleshoot Wi-Fi connectivity issues

Some known compatibility issues exist with Xfinity and TP-Link routers. If you’re experiencing connectivity problems between your Matic robot and these routers, follow these troubleshooting steps to resolve the issue.

1. Reboot your Matic.

  • Hold the play/pause button on your Matic down for ~8 seconds until the screen fully powers off.

  • Let your Matic sit for ~8 seconds.

  • Power your Matic back on by holding the play/pause button down for ~8 seconds until the screen turns on.

2. Try to connect to your phone's hotspot.

We ask you to do this so we can isolate the issue. If you're able to connect to your phone's hotspot but not your Wifi network, the problem is likely related to your router.

  • Turn on your phone's hotspot

  • Search for the hotspot in your Matic's list of wifi networks

  • Let me know whether you're able to connect to hotspot

Did you know?

We’ve identified compatibility issues between Matic and certain router types. Disabling the 5GHz setting on your router may help improve connectivity

Xfinity Routers

To disable the 5GHz band on Xfinity routers:

  • Connect a device to the Gateway
  • Open a web browser and go to http://10.0.0.1
  • Log in to the Admin Tool
  • Navigate to Connection > Wi-Fi
  • Click EDIT next to the 5 GHz Frequency Band
  • Select Disable and click SAVE SETTINGS
  • Set up your Matic using the Matic app
  • After setup, you may re-enable the 5 GHz band in the Admin Tool if desired

TP-Link Routers

For TP-Link routers, follow these steps:

  • Connect to your Adapter wirelessly
  • Open the tpPLC app on your phone
  • Select your router device
  • Tap on Wi-Fi settings
  • Select the 5GHz band
  • Disable it by unchecking “wireless radio”
  • Set up your Matic using the Matic app
  • After setup, you may re-enable the 5GHz band in the tpPLC app if desired

If disabling the 5GHz band doesn’t resolve the issue, contact us at support@maticrobots.com for assistance in manually setting your Matic to connect using only the 2.4 GHz band.

Need more help?

If you have any questions or need further assistance, please submit a ticket in the Matic app (Settings > Support > Contact Us). Thank you for being a valued part of the Matic community!

Please include the following in your ticket to help our engineers resolve the issue:

  • Note whether you've already rebooted your Matic.
  • Note whether or not you were able to connect your Matic to your phone's hotspot.

Thank you for being a valued part of the Matic community!