Support
We are here long after the installation.
If something is not working the way you expect, tell us. Most issues are solved remotely, with no visit and nothing for you to fiddle with.
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Remote help
With your permission, we connect securely to your NIX Hub and look into the problem from our office.
Support request
Tell us what is happening. We will look into it promptly.
The more specific you are, the faster we can fix it. If you remember when it started, mention that too.
The app
Your home on your phone, for the whole family.
On your phone you use the Home Assistant Companion app, connected to your own NIX Hub. It is free, with no subscription and no third-party cloud account.
We set it up
At handover, the NIX team installs the app and connects it on the phones of everyone who lives in the house.
Personal accounts
Each family member has their own account, so permissions can differ from person to person.
New member or new phone
Ask us, or your home's admin. Adding someone takes a few minutes.
Common issues
Quick fixes for what you ask most often.
The internet is down. Will everything stop?
No. The NIX Hub works locally, so lights, climate, locks, the alarm and automations carry on as normal inside the house. Only remote access and phone notifications pause until the connection is back.
A light is not responding.
First check that the wall switch is on and that the circuit has power. If someone switched it off, turn it back on and wait about a minute for it to reconnect. If it persists, send us a request with the room.
The app shows a device as “unavailable”.
It means the hub cannot see that device right now. Usually the cause is a power cut, a switch turned off or a flat battery. If it does not come back within a few minutes, we can check it remotely.
I have a new phone. What do I do?
Download the Home Assistant Companion app and get in touch with us or your home's admin. We will help you sign in to your account in a few minutes. If the old phone was lost, tell us and we will disconnect it.
The alarm goes off for no reason.
The most common causes are a window that does not close properly, a pet, or a curtain moving in front of a sensor. The app shows which sensor was triggered. Tell us which one and we will adjust its sensitivity or position.
A sensor has a low battery.
The app warns you well before it runs out. Most sensors use a CR2032 or AA battery, which is easy to replace. If you prefer, we will change it on our next visit.
There was a power cut.
When power returns, the NIX Hub restarts on its own and devices reconnect within a few minutes. If your home has a UPS, the hub and network keep running through the outage.
How do updates work?
We look after them. The NIX Hub is built on Home Assistant, which releases updates regularly. We test them first and apply them to your home only once we are confident they will not affect what already works.
Want to add something new?
Another room, cameras or solar: the NIX Hub grows with your home.