If your water is intentionally turned off, Phyn will send this alert once per day. This is expected behavior for homes where water is shut off.
If your water is not turned off and you receive the alert:
“Your Phyn device at [Home name] is not sending data and is unable to monitor usage or detect leaks at this time”
Phyn is temporarily unable to upload sensor data. When this happens, Phyn cannot monitor water usage, run plumbing checks, or detect leaks until communication is restored.
Step 1: Reboot your Phyn device
Unplug the Phyn device from the electrical outlet.
Wait 30 seconds.
Plug the device back into the outlet.
If the issue persists, continue troubleshooting below.
Common causes and solutions
Mesh Wi-Fi routers
Phyn operates only on the 2.4 GHz Wi-Fi band. Many mesh routers broadcast a single SSID that dynamically switches between 2.4 GHz and 5 GHz, which can interrupt Phyn’s connection.
When this happens, you may see these alerts:
“Your Phyn device at [Home name] is not sending data and is unable to monitor usage or detect leaks at this time”
“Your Phyn device at [Home name] is back online and working normally”
To resolve this, you may need to:
Create a dedicated 2.4 GHz SSID
Use a 2.4 GHz guest network
Temporarily disable 5 GHz during pairing
Refer to the Mesh Network Help article for detailed steps.
Internet service provider (ISP) limitations
Slow or restricted internet connections can prevent Phyn from uploading data.
This commonly occurs with:
DSL connections
Satellite internet
4G or SIM-based internet
Plans with data caps or throttling
Check with your ISP to confirm:
Upload speed is at least 5 Mbps
Your plan does not throttle or cap upload speeds
If necessary, upgrade to a higher-tier internet plan.
Check for a DNS or ad-blocking issue
Signs of a DNS issue
Launch the Phyn app.
Tap Menu > Water Use Plus.
Tap different days on the calendar.
If total gallons appear but zero events are shown, data may not be uploading.
Next:
Launch the Phyn app.
Run a Plumbing Check.
If plumbing checks always fail with:
“I wasn’t able to run a plumbing check. Please try again”
This strongly indicates a DNS or ad-blocking issue.
Common DNS-related causes
ISP router DNS settings blocking AWS Kinesis traffic
Certain Cox and Comcast Xfinity router models
Modified router DNS settings
pi-hole configured as your DNS server
pi-hole blocking in-app or background traffic
AWS Kinesis (kinesis.us-east-1.amazonaws.com) blocked
Port blocking enabled on the router
How to fix DNS-related issues
Change your router’s DNS settings
You can switch to a public DNS provider such as:
Google Public DNS
Primary: 8.8.8.8
Secondary: 8.8.4.4
OpenDNS
Primary: 208.67.222.222
Secondary: 208.67.220.220
Cloudflare
Primary: 1.1.1.1
Secondary: 1.0.0.1
Additional steps
Disable pi-hole as your DNS server
Disable port blocking on your router
Once network communication is restored, Phyn will automatically resume uploading data and you should receive a “back online” message.
If issues continue after completing these steps, contact Phyn Customer Support for assistance.