w.Intercom = i;img.ProfilePhoto.ProfilePhotoMedium { padding: 10px; }Why is my brand new system (V3+ wireless) showing that it is already registered to another home? — tado° Community

Why is my brand new system (V3+ wireless) showing that it is already registered to another home?

flowapot2
flowapot2
in General Questions & Topics
Bought yesterday, installed professionally when new boiler was fitted, but all 3 items of kit (thermostat, controller and bridge) are unable to register as already registered.
How can this happen?
Partner is trying to get a response from the bot and becoming frustrated with the lack of response. Feel like ripping the system out to be frank.
We have pics of all serial numbers on each item and receipt/invoice, but I suspect this will be a long road to stressville.

Any ideas welcomed.

Answers

  • GrilledCheese2
    GrilledCheese2 ✭✭✭

    Did you buy refurbished, therefore paying less for the devices?

  • flowapot2
    flowapot2
    If we did, it was without this being advertised as such. Bought from Screwfix.
  • GrilledCheese2
    GrilledCheese2 ✭✭✭

    Doesn't surprise me it was Screwfix. Their no quibble returns policy is good, but some tradesmen abuse it. At least you've bought from an authorised seller, so Tado should be willing to help. Customer support is notoriously slow at this time of year, you could try twitter if they fail to respond with the chat service.

  • flowapot2
    flowapot2
    I’ve just double checked and nowhere does it mention refurbished/reconditioned etc in the advert or description.
    Thank you, I may resort to twitter.
  • pcone
    pcone ✭✭✭

    I had a similar issue when mine was first installed - the installer paired the bridge/thermostat/extender together, and when I tried to add them to my existing account it said the devices were already registered. I spoke to customer services (using the professional installers phone line), and they said that when the devices were paired together they are added to a 'virtual' house (hence why it was saying it was already registered), but they were able to transfer them to my account from their end.

  • wateroakley
    wateroakley Volunteer Moderator

    Some items we have bought from screwfix are returns. No way to know until we look into the box. If the Tado purchase does not work, first port of call would be Tado support. Otherwise send it back to Screwfix for a refund or ask for a replacement.

  • flowapot2
    flowapot2
    It’s sorted now. It was a new non refurbished item (it’s illegal for them not to declare that btw), but it was registered to a virtual house on installation as the items weren’t registered to our home before installation.
  • rafm5
    rafm5 Volunteer Moderator

    Posible a returned unit put back to stock & sold again as a brand new device.

  • Unknown
    Unknown
    edited October 2022
    This content has been removed.
  • Sobron
    Sobron
    I have the same problem. Bought from Amazon.co.uk brand new. Package was sealed on arrival.
    I don’t know if they have the right to sell you a refurbished or returned unit but they could at least wipe their internet history.
    On turning on the pack there were Halloween screen messages.
    In any case, I installed on a Saturday afternoon and they can’t be bothered with you until Monday. Not good.

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