Can't add Tado X devices to Google Home

JPRamos

Hi everyone,

I just installed Tado X and I have added all thermostats to the tado App. However I can't add them to Google home when following tado X official instructions (https://help.tado.com/en/articles/9184568-how-can-i-set-up-my-tado-x-devices-with-google-home):



In the tado° app:
Open the tado° app.

Select Settings > Rooms and devices and select the device that you want to add.

Scroll down and select Device linking.




The mentioned option Device linking is just not there in any of the devices. Or am I missing something?

I would like to avoid to do a factory reset and to first add to Google and then to tado as mentioned...

Thanks in advance.

Best regards,
Joao

brunoban

Having the same issue, the option is not present in the app anywhere.

Psp

I have te same issue. Because of this not alle to use the thermostat with google home.

nitrogen

Hi all, I've been able to add all devices (9 radiator thermostats, a bridge, and a central thermostat) in the tado app, and they work fantastic, I've also been able to add them to the Google home app via device linking, however they all show as offline. Removing and adding again does not help. I'd like to be able to build routines with my devices does anyone have an idea what might be going on?

Thanks,
Robin

sgroarke

As per the original poster, linking devices per the "instructions" is, quite literally, impossible. This needs addressing with some urgency please - you boast about compatibility with Google Home/Assistant - but utterly fail to deliver on that claim.

sgroarke

Additional: original poster wishes to avoid a factory reset and then adding directly to Google. Note that yesterday (new user… hope I do not regret it!) I did just that. Thermostat indeed appeared in the Home app…. with wrong information displayed on it. Hence I removed it and now wish to link using the fictitious instructions - and cannot.

danp

I'm also unable to add the devices to Google Home, even if I followed the instructions and contacted support.

gsavastano

this is very annoying, I have all my thermostats and valves in the Tado app, but only SOME of my devices have the option to link them to Google Home. Has anyone figure out how to solve this?

sgroarke

I have now contacted "Support" (laughable name…. a chatbot - do me a favour) twice and I note the utter absence of replies here from anyone at the company. Am seriously considering boxing it all back up and demanding a refund. A feature is promised. A feature is described in detail. That feature is not present. Sad that the company appears to not give a damn.

The hardware seems good. The software seems mediocre. The support is abysmal.

Emcee

Hello @sgroarke
I promise you we are here and paying very close attention.
However, our support team is better suited to answer these types of questions.

I see that in the past, you opened support chats through the article rating function.
Try opening a chat following the instructions here. A bot will collect necessary preliminary data and forward you to an agent. Please don't open more than 1 ticket.

This is our most busy time of year, so some patience is unfortunately necessary.

sgroarke

I thank you for your reply. In deed in the "Article Rating" chatbot, it wraps up the short dialogue with something like (approx) "To talk to Support, open a new chat window here" - with no indication of any sort as to how you actually do that! I tried, honestly…

Here's the thing though: companies need to talk back, even when the news is bad. In fact particularly when the news is bad. I've been in IT a lot longer than most people reading this might have been alive…. I'm old and cynical and grumpy and…:-) But: if a company simply 'fesses up and says "Yeah, problem there. We're working on it, hope to have it fixed by XXX" you would be amazed how much time you can buy yourselves. The tado doc pages should address this issue up-front. "Sorry folks… here's the plan…" Even old cynics like me will generally then be placated. Silence is not the solution. Trust me on that.

gsavastano

I agree, I also opened a ticket and got the standard reply "follow the instructions"... I then sent them a video recording of the app clearly showing the issue: the "device linking" option is not there at all.
Crazy enough, even the few valves I've managed previously to add to Google home... now don't have the linking option anymore.
Dead tado, I bought your equipment because it was supposed to work seamlessly with Google home, Apple Homekit, etc, and now I have a bunch of very expensive hardware that simply doesn't work as advertised.
You could at least let us know this is a known issue and you're focused on fixing it rather than flooding the market with more of your faulty products and ignore your existing customers
Telling us to check your help articles is not enough

Thinus

I have the same problem.

Have 5 thermostat X. 3 of them have the "device linking" options. 2 of them dont.

Emcee

Hello everyone,

@sgroarke, tado° could definitely "talk back" more, it's true. TBH, I am not sure if this problem is so widespread that it is understood by tado° as needing a resolution date…but nevertheless your point is taken.

Documentation for tado° X is still new and continues to be improved upon. Information about third-part home automation systems like Google Home is being worked on as we speak by our content team with the help of our engineers.

@gsavastano I had a look through your ticket. Unfortunately I can't add much to what our agent has already told you. I suspect your issue will be escalated to one of our more specialized agents.

For everyone else facing this problem, it would be useful if you reported it to our support as well. This is so we can collect data on the most common problems customers face with tado° X. If this issue is found to be especially prevalent, then our engineering team will place greater focus on it.

Looking at other tickets related to this issues, some customers have found success with re-configuring their Internet Bridge and performing a factory re-set. I know this is a pain, but it might be worth trying.

I'll be keeping an eye on this thread. If any other community members is facing this issue, please let me know here.

gsavastano

@Emcee thank you for replying, unfortunately the escalation only yielded insults towards me and the Tado community at large.

after an afternoon spent trying to follow the agent instruction, I found out that the reset process works only if the language is set to English. Once I found the workaround, I started the painful process of removing every device from the Tado app, uninstall the app, reinstalled it, reset every single valve, thermostat and bridge, and then finally I got the "linking option" back.
Unfortunately I stumbled upon a new problem: all devices now show OFFLINE in Google Home and there's no way to control them from there.

So I went back to the support team with my findings and my new problem and finally got a message back from someone inside the Tado technical team which…surprise surprise…BLAMED GOOGLE AND MATTER and told me to raise a ticket with Google, cause their software is perfect and works for them.

I explained that I have other Matter devices which work fine, and I also bought a TP-Link Smart TRV (with Matter) and that works perfectly. I told them I also tried using a different Matter hub (Samsung SmartThings) and even there I get 2 valves out of 7 working, proving once more that the issue with them, not the user or the platform of choice.

It's clear that the support team is toying with the customers, blaming everything and everyone except their software. I'm deeply disappointed, and I am now certain these valves (at least with the current firmware version) are a terrible buy.

Emcee

• Hello @gsavastano,
  
  I'm sorry our agents' tone was not ideal.
  
  Matter is a new technology and tado° spent many months trying to make its X line as usable as possible via said technology. Google Home is also navigating Matter and trying to make it more stable. Sometimes it happens that a confluence of factors (both on tado°'s and Google's side) make Matter devices and their associated apps not work as expected.
  
  Nevertheless, please stay in contact with support. Worst case scenario, if you choose to return your devices (I sincerely hope it does not come to this), they can help you navigate the process.
  
  If you are able to find a solution, please also come back to the community and share your findings 🙂

philstmei

I also still have the problem with all devices shown as offline. Support is no help. Any solution on your site yet?

Blak24

Installed Tado X yesterday. No option to link the thermostat on Android.

Paco_X

Same problem here. No device linking option. Can't be added neither from Google Home nor Tapo app

sgroarke

Emcee said "…I am not sure if this problem is so widespread that it is understood by tado° as needing a resolution date…" and then went off to talk of documentation improvements being required. Let's get that out of the way: the only part of this that is a "documentation issue" is that the documents say it works, while it demonstrably does not. Let's not get distracted by that please.

What none of us have been told is whether tado understand this issue and are planning to fix this issue. I would like an answer to both of those rather important items.

I sincerely cannot fathom which of these 3 is correct:

• tado are unable to see the importance of this (if this came across my desk professionally it would ring loud legal/financial/reputational alarm bells)
• tado are fully aware of the importance of the issue but have no idea how to fix it
• tado understand the importance, know in principle how to fix but are utterly unable to communicate any of that information back to us customers who have paid up-front for a non-existent feature

Whichever is right - it's a pretty poor show…

Emcee

Hello @sgroarke

Currently support chats are what inform tado°'s decisions on support. The community is peer-to-peer support network. Complaining here certainly gives us an inkling there might be a problem, but our support agents are those best placed to solve / report these problems.

As you can see, we have tado° employees keeping an eye on the community. We do care, but we ask that customers use the appropriate channels to seek support.