New House - Struggling with Tado!

Wilric

So I've recently moved into a new house that has Tado installed, however the previous owner took parts away (just got them back) and we have taken over the account. Being new to all this, we are finding it very hard to work out what to do,(we don't even know if there's a subscription haha)

We have virgin media internet with a Hub 5 router and the pairing button is just flashing. I have read other threads on here but being honest, I don't understand them.

Wondering if anyone has any sort of guides for connecting and setting this all up.

Basically any help would be appreciated.

davidlyall

What did the previous owner remove? Just the bridge connected to the router or additional items?

You'll potentially need to pair all the devices with the bridge again. If it's a new bridge, you'll definitely need to do that.

Can you post screenshots of what you see on the app? Front screen and devices screens would be useful

Emcee

Hello @Wilric ,

I could not find your tado° Home in the backend (I looked using the email address linked to your community account). That means there are a lot of open questions here. Are you sure you are an official user in your tado° Home?

Could you also let us know which device generation you are working with?

Wilric

I believe the previous owner gave the details to my wife and she adopted that profile, then removed her from that account, so I assume it is now under my wife's email? The previous owner did take the internet bridge but we have retrieved that back.

We are new to this kind of system so we have no idea what to do or how this works. All we know currently is that we have Tado in the house with every radiator (aside from towel rails) being on the smart thermostats. How do I even find out what generation it is?

Wilric

I can't post screenshots unfortunately, and I believe she only removed the internet bridge. However, we have had Virgin Hub 5 installed and have obtained the bridge back from the previous owner.

davidlyall

I think they're might be done issues with connecting the bridge direct to Virgin routers. The bridge uses a 10Mbps half duplex connection which not all routers support. Might be worth checking with virgin

If that's the case then easiest option is to get a small network switch that does support that route of connection. You'd place it between the bridge and router

I think there are some recommendations on older threads. Search for switch and it might come up