If your iPhone is correctly connected to your home Wi-Fi, and the Starling app cannot find your hub, it 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 (including Starling Home Hub) 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.
Usage with Wi-Fi range extenders
In common with other HomeKit device vendors, we do not recommend using Wi-Fi range extenders. Many Wi-Fi range extenders do not fully support wired-to-wireless multicast routing, and so do not work reliably with HomeKit, in addition to slowing down your home network. Issues caused by Wi-Fi range extenders can often appear to be intermittent, or manifest after an extended period of time of correct operation, due to the way Wi-Fi range extenders handle device associations.
If you have a large home and a single router does not provide sufficient Wi-Fi coverage, do not use Wi-Fi range extenders. Instead, use a good mesh system like Eero or Google Wi-Fi.
Please contact Starling Support if you require further advice.
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
We are here to help, but please note that we will be unable to assist you unless you provide us with both the video, and connectivity information for your Starling Home Hub and iPhone, as requested above.