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Heat Pump Loses Wi-Fi or SIM Connection

Step-by-step guide to troubleshoot and resolve recurring connectivity issues

Why does my heat pump keep losing its connection?

Recurring connection drops are one of the most common support issues. This article walks you through the most likely causes and how to fix them.

Step 1: Check your SIM card

Qvantum heat pumps use a built-in SIM card for connectivity. If you received a letter asking you to replace your SIM card before a certain date and haven't done so, this is the most likely cause of the problem.

  • Check your mailbox for any letters from Qvantum about a SIM card replacement.
  • If you need a new SIM card, contact support@qvantum.com or call our support line.

Step 2: Verify your router settings

The Qvantum app communicates over the 2.4 GHz Wi-Fi band. If your router uses the 5 GHz band by default, the heat pump may not connect reliably.

  • Log in to your router settings and ensure the 2.4 GHz band is enabled and visible.
  • When reconnecting the heat pump, make sure it connects to the 2.4 GHz network specifically.

Step 3: Restart both devices

  1. Restart your router/modem.
  2. Power off the heat pump display (screen unit), wait 30 seconds, and power it back on.
  3. Wait 2–3 minutes for the connection to re-establish.

Step 4: Still dropping?

If the unit reconnects after a restart but drops again within hours or days, this may indicate a signal strength issue or a faulty SIM module. Please contact support with your serial number and a description of the frequency of drops.

Contact support

Email: support@qvantum.com
Include your serial number (found on the label on your unit) and a brief description of the issue.