Hub Connection/Communication Failure
Written by Naomi Ramirez
Updated at September 4th, 2025
Table of Contents
Your Hub is built for reliability — it uses both internet (via Ethernet) and cellular connections to stay in contact with our monitoring center and to report alarms or system alerts.
If your internet goes down, no worries — your Hub will automatically switch over to the cellular network to keep your system connected and protected.
Experiencing a Communication Failure?
Here’s what to do if your Hub shows a communication error or loss of signal:
Step 1: Perform a Communications Test
To test your Hub’s connection to our monitoring center:
- On the Hub, go to:
More > Settings > Panel - Enter your 4-digit master passcode
- Select Communication Test
- Tap the arrow to start the test
- Wait about a minute for the results
You’ll see one of the following results:
- Best
- Good
- Acceptable
Step 2: Check Signal Strength
During the test, check the dB reading (signal strength):
- If the signal is below 20 dB, we recommend:
- Moving the Hub to a new location, closer to a window
- Or, plugging in an Ethernet cable to ensure a more stable connection
Step 3: Still Having Issues?
If your signal doesn’t improve or stays low over a few days, reach out to our Support Team for further help