Somfy electric blinds customer support

Our Electric Support FAQ’s

I’m pressing the remote but nothing is happening

Make sure you’ve set the remote to the right channel for your blind, and change channel if necessary. Look at the red LEDs at the bottom of the remote to know which channel is selected.

I have the right channel selected on my remote, but my blind still isn’t working

The motor may need to be recharged.

Charge the motor using the mains charger supplied with your blinds. It will take 4 to 6 hours for the motor to fully charge.

If this doesn’t help, you might need to replace the battery in your remote.

Contact your local Hillarys advisor or Download the PDF programming instructions.

Tip: If you’ve had your blinds for more than 2 years, the remote battery may need to be changed. You’ll need a CR2032 coin battery.

If the remote still doesn’t work after you have changed the battery, the external battery might be disconnected. Check that the motor is plugged in to the battery correctly.

How do I replace the batteries in my remote?

Remove the back cover of your remote by using a + head screw driver.

Carefully pull the back cover off your remote. This is held in place with plastic clips.

Tip: To help lever the cover off, use an old loyalty or credit card. Don’t use a flat head screwdriver as this may cause damage to the plastic.

What kind of batteries do I need for my remote?

CR2032 coin battery

How long will the motor charge last?

On an average sized blind of 120cmx 120cm operating twice a day, the motor battery should last 6 to 9 months. This will vary depending on the size of your blind and how often you use the motor system.

My blind won’t charge

Look at the charging port to see if the pins are damaged or broken. If you find a pin that is bent, don’t try to straighten it. You will need a replacement motor to solve this issue. Please contact Hillarys’ customer service on 0808 239 7438

Blinds are no longer operating via the app

Check the Hub is online via the small LED on the bottom of the Smart Hub. Each LED light indicates a different situation:

• Red LED = an issue with the internet connection. Reboot the hub by turning it off then back on. If the issue persists, customer needs to contact their internet provider for assistance with their internet connection
• White LED = System is online. Check the device’s connection to the internet and try again.
• Amber LED = system update in progress wait 10 minutes and try again. A message will also be displayed in the app if an update is occurring.

If the device is online then proceed to test the blind with the remote. if the blind does not operate it may require charging.

The voice assistant is not operating the blinds

Check that the device has an internet connection by asking the below commands:

• Google Home – “Hey Google, are you connected to the internet?”
• Alexa – “Alexa, how are you feeling?”

 

If you don’t have an internet connection Alexa should answer with ‘I’m having trouble understanding right now’ and the light ring will turn red.

If the device is not connected to the internet it’s likely your internet is down, so contact your internet provider.

If the device is connected to the internet, make sure you’re using the correct command to operate the blinds. Test this, by seeing if you can open all blinds in a single room by stating the relevant command:  

• “Hey Google, open the kitchen.”
• “Alexa, open the living room.”

Timers are set but not operating the blinds

Ensure the timers are switched on by opening the app. Navigate to the Timer screen and ensure the switch in the centre of the screen is green. If this isn’t green simply click it to activate.