Note: this support article will help you troubleshoot 'No Response' issues that happen even when you're connected to your home Wi-Fi network. If you only have 'No Response' issues when you're away from home, please see our support page on out-of-home issues instead.
Starling Home Hub is designed to run 24/7/365. It is self-healing, automatically handles and recovers from issues with the Nest service or with your Internet provider, and should never need rebooting or restarting.
If your hub is not 24/7 stable, even when your iPhone is connected to your home Wi-Fi network - for example, you sometimes see 'No Response' on the Nest device tiles in the Apple Home app, or your Nest devices previously worked in the Apple Home app but now show 'No Response' - it usually means your network is not set up correctly.
If you are using a separate modem and router, your Starling Home Hub (along with all other Ethernet devices) must be connected to your router, not your modem.
- If you are using a mesh network like Eero or Google Wi-Fi, your Starling Home Hub (along with all other Ethernet devices) must be connected to the same mesh router that your modem is connected to, not to a satellite mesh router or your modem.
If you do not have enough Ethernet ports on your router to accommodate all your devices, you will need a switch, for example, the Netgear GS308. Connect your modem to one Ethernet port on the router, and your switch to another Ethernet port on the router. Then, connect all other Ethernet devices to the switch.
CenturyLink, Netgear (including Orbi), Deco, UniFi and Linksys Velop routers
If you are using an Arris G36 or CenturyLink C4000-series router, note that some versions of firmware on those routers have bugs that can cause pairing problems with HomeKit devices like Starling Home Hub. Please contact Starling Support for further assistance.
If you are using a Netgear router (including Orbi), go into the Netgear admin portal in your browser (www.routerlogin.net), navigate to the ADVANCED > Setup > WAN Setup section, and make sure that Disable IGMP Proxying is unchecked.
If you are using a TP-Link Deco router, go into the Deco app, navigate to the More > Advanced section, and turn off Beamforming.
If you are using a UniFi system (like the UDM Pro), you will need to make sure in the UniFi settings that Multicast DNS is enabled, IGMP Snooping is enabled, and Block LAN to WLAN Multicast and Broadcast Data is disabled.
If you are using a Linksys Velop router, go into the Velop admin portal in your browser (not the app). In Linksys Security Settings, under Internet filters please make sure that Filter multicast is checked.
What to do if you still have issues
Starling Home Hub (connected by Ethernet) to router model XXX (connected by Ethernet) to cable modem model YYY
iPhone (connected by Wi-Fi) to the same router
Also, please tell us if the issues you are having happen only when your iPhone is connected to your home Wi-Fi network, only when away from home, or both.