[2026-07-10 09:14:22] Customer: Hi, my HomeLink Hub has been offline since last night. The app says "Hub unreachable," but my internet is working.

[2026-07-10 09:14:48] Support: Hi, this is Maya. I can help with that. To confirm, is the LED on the hub solid, blinking, or off?

[2026-07-10 09:15:10] Customer: It's blinking blue about once every second.

[2026-07-10 09:15:36] Support: Thanks. Blinking blue usually means the hub is trying to reconnect to Wi-Fi. Did anything change recently, like a new router, Wi-Fi password, or power outage?

[2026-07-10 09:16:02] Customer: We had a short power outage yesterday evening. Router came back fine, but the hub didn't.

[2026-07-10 09:16:31] Support: Understood. Please unplug the hub from power for 30 seconds, then plug it back in. Leave it connected by power only, and don't press the reset button.

[2026-07-10 09:17:29] Customer: Done. It's blinking white now.

[2026-07-10 09:17:55] Support: Great. Blinking white means it's booting. It may take up to two minutes. Let me know if it changes to solid green or starts blinking blue again.

[2026-07-10 09:19:18] Customer: Back to blinking blue.

[2026-07-10 09:19:44] Support: Thanks for checking. Let's reconnect it to Wi-Fi through the app. Open HomeLink, go to Settings > Hubs > HomeLink Hub > Network, then choose "Update Wi-Fi."

[2026-07-10 09:20:37] Customer: I see it. It asks me to hold the pairing button until the light pulses amber.

[2026-07-10 09:20:59] Support: Correct. Hold the pairing button for about five seconds, then release when it pulses amber. This won't erase your devices or automations.

[2026-07-10 09:21:42] Customer: Okay, it's pulsing amber now.

[2026-07-10 09:22:08] Support: Select your 2.4 GHz Wi-Fi network and enter the password. The hub doesn't connect to 5 GHz-only networks.

[2026-07-10 09:22:54] Customer: That might be the problem. My phone shows "MapleHouse," but not 2.4 or 5.

[2026-07-10 09:23:21] Support: Many routers use one combined name. That's usually fine as long as 2.4 GHz is enabled. Go ahead and select MapleHouse.

[2026-07-10 09:24:36] Customer: It says connecting. The hub is blinking green now.

[2026-07-10 09:25:03] Support: Blinking green means it's authenticating with our service. It should turn solid green shortly.

[2026-07-10 09:25:41] Customer: Solid green now. The app says online.

[2026-07-10 09:26:04] Support: Good. Can you try controlling one device, like a light or plug, to confirm commands are going through?

[2026-07-10 09:26:39] Customer: The kitchen lights turned on. But my hallway motion sensor still says offline.

[2026-07-10 09:27:12] Support: That can happen after the hub is offline for a while. Press the small wake button inside the motion sensor once, or trigger motion in front of it for 10 seconds.

[2026-07-10 09:28:26] Customer: I walked in front of it and now it updated. Shows motion detected.

[2026-07-10 09:28:51] Support: Perfect. Your hub is back online, and the sensor has checked in. I recommend keeping the hub at least three feet from the router to reduce interference, but close enough for a strong signal.

[2026-07-10 09:29:20] Customer: It's sitting right on top of the router. I'll move it to the shelf beside it.

[2026-07-10 09:29:44] Support: That should help. Is there anything else not responding right now?

[2026-07-10 09:30:11] Customer: No, everything looks normal again. Thanks for the quick help.

[2026-07-10 09:30:29] Support: You're welcome. The issue appears to have been the hub failing to rejoin Wi-Fi after the outage. We've reconnected it without resetting your devices or automations. Have a good day!