[10:02 AM] Customer: Hi, my HomeLink Hub stopped controlling my living room lights this morning. The app says the hub is online, but every device shows “No response.”

[10:03 AM] Support: Hi! I’m Maya. I’m sorry you’re dealing with that. Are all connected devices affected, or only the living room lights?

[10:03 AM] Customer: All of them—lights, thermostat, and the front-door sensor.

[10:04 AM] Support: Thanks. That suggests the issue is with the hub rather than an individual device. Is the status light on the hub solid blue, blinking blue, or another color?

[10:05 AM] Customer: It’s solid blue.

[10:05 AM] Support: Good—the hub is connected to your network. Let’s restart it without resetting your configuration. Please unplug its power cable, wait 30 seconds, and plug it back in. Don’t press the reset button.

[10:07 AM] Customer: Done. The light is blinking blue now.

[10:07 AM] Support: That’s expected during startup. It should become solid within about two minutes.

[10:09 AM] Customer: It’s solid blue again, but the devices still say “No response.”

[10:10 AM] Support: Understood. Did anything change on your home network recently, such as a new router, Wi-Fi password, or security setting?

[10:10 AM] Customer: We installed a new router yesterday. I reused the same Wi-Fi name and password.

[10:11 AM] Support: That explains the timing. Even with the same credentials, the new router may have assigned the hub a different address while its device network retained the old connection state. Please open the HomeLink app, go to Settings > Hub > Network, and select “Refresh connection.”

[10:12 AM] Customer: It’s asking whether I want to rebuild the device network. Is that safe?

[10:12 AM] Support: Yes. Choose “Refresh only,” not “Factory reset.” Your rooms, routines, and paired devices will remain intact.

[10:13 AM] Customer: Okay. It says, “Refreshing device network.”

[10:14 AM] Support: Great. That usually takes one to three minutes. Devices may briefly appear offline during the process.

[10:16 AM] Customer: The thermostat is back, and most of the lights are working. One lamp still shows “No response.”

[10:17 AM] Support: We can refresh that device individually. Please turn the lamp’s physical switch off for 10 seconds, turn it back on, then tap the device tile in the app.

[10:18 AM] Customer: That worked. Everything is responding now.

[10:18 AM] Support: Excellent. The new router caused the hub’s device network to lose its active route, and refreshing the connection restored it. Your automations should run normally, but I recommend testing your most important routine once.

[10:19 AM] Customer: I tested the “Good Night” routine, and it worked.

[10:19 AM] Support: Perfect. Is there anything else I can help you with today?

[10:20 AM] Customer: No, that’s all. Thanks for the quick help!

[10:20 AM] Support: You’re welcome! Have a great day.