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Why is my charger offline after changing router?

If you changed router, broadband provider, Wi-Fi name, or Wi-Fi password, your PlugStream charger may no longer be able to connect to the internet.

Why this happens

The charger stores the network details it was given during setup. If those details change, the charger keeps trying to connect to the old network until its settings are updated.

This can also happen if:

  • the new router uses a different Wi-Fi name
  • the Wi-Fi password changed
  • the router was moved further away from the charger
  • the new router has stricter firewall or security settings
  • a network extender or mesh system has changed
  • the charger uses Ethernet and the cable is now connected to a different port or switch

Quick fix to try first

If possible, set the new router's Wi-Fi name and password to match the old router.

If the charger still has those saved details, it may reconnect without needing a full Wi-Fi setup.

Updating Wi-Fi details

PlugStream chargers support two Wi-Fi setup routes:

  • Bluetooth setup through the app
  • the charger's setup hotspot and setup page

Use the route recommended by the MyPlugStream app, your installer, or PlugStream Support for your charger and installation.

If the charger can't join its saved Wi-Fi network, it turns on its setup hotspot, called PlugStream-XXXX, after about 2 minutes. To join it you need the hotspot password:

  • Firmware 1.72 or later: the charger's local access password, on the Local access card in the box or in the MyPlugStream app under Charger settings > Local access
  • Older firmware: the adoption code on the charger's shipping-box label

The steps are in Change Wi-Fi or router.

Still need help?

Contact PlugStream Support and include enough detail for the team to find your charger and understand what happened.

Please include:

  • charger serial number, if you have it
  • MyPlugStream account email or site contact email
  • LED colour or Charger readiness message
  • what you expected to happen and what happened instead
  • photos of the charger, cable, connector, or installation area if relevant
  • screenshots from the MyPlugStream app if relevant

See How to contact PlugStream Support.