After 6 devices, two months worth of emails and returns, then two days of phone calls with members of the Energenie team I (note I !!) have worked out that there is a potential issue when pairing new devices.

When you go to pair a new device you have the option to select various different devices types (Monitor, Adapter Plus, Adapter, etc). These are all different colours. If you select one of the cyan (/ blue) devices it is possible to pair with “nothing”, ie you think you have paired the device because it appears in your console but really this is a phantom device as you have not really paired with anything. Hence if you try and switch this device off or on – via the web console or your mobile phone – nothing will happen!

Therefore when you pair your device you must follow the instructions exactly –

1/ Click “Pair New Device” within the web console
2/ Select the correct device (Monitor, Adapter Plus, Adapter, etc)
3/ Click “Pair Device”4/ At this point – and not before – hold the physical power button on the device you wish to pair until the power light starts to flash
5/ Click “Start Pairing”
6/ Wait for the “Pairing In Progress” prompt and click “Finish Pairing”
7/ Ensure the power light on your device stops flashing

Following this exact sequence of events you should then be able to control your device via the web console or your mobile phone.

It seems this issue is only possible with the cyan (/ blue) devices. If you select any other colour device it will not pair with “nothing”.

I would hazard a guess that this is because the cyan (/ blue) devices don’t “feed back”, ie neither the web console nor the mobile phone app know whether the devices are switched on or off, but that’s just a guess.

Hope this helps somebody out there! 🙂