A good place to start is refreshing your mesh network's connections via network repair. See the steps below depending on which app you're using:
For new SmartThings app users:
For Classic app users:
First disable the Health Check in your SmartThings app before performing Network Repair. Here is how to disable Health Check:
And here's how to perform Network Repair:
Before sending any commands to your Double Plug, wait until you see the "Z-Wave Network Repair finished" message - this can take up to 15 minutes. Once repair is completed, try including the device back into your network.
If Network Repair doesn't help, try excluding and re-including the Double Plug directly from its installation location. It's possible that the communication route between SmartThings and the plug wasn't established correctly the first time. Exclusion might help the hub find the best route to the device.
If that doesn't help, try installing the Double Plug closer to your hub. This is a good way to see if the issue really is range or if there's a better spot for your strip. Once you've moved the device, remember to exclude and re-include it to give them a chance to connect properly.
If you've tried all of the above and are still seeing the same issue, please don't hesitate to reach out! We'll be happy to help find a solution to the issue.