Tado X Offline

TomRadiator

So I woke up today and found my whole system offline, I've tried resetting / factory reseeting everything to no prevail. Really not sure how to continue is this common with other users I am thinking of returning as I now have no way of controlling my heating in my house. I thought buying the tado x with matter support would mean I didn't have to deal with these issues. Also there seems to be no ability to contact customer support reliably which adds to further frustration when trying to solve this.

Emcee

Hello @TomRadiator

I see my colleague Sandra has already escalated your case to our hardware specialists. You should expect a reply within the next day. As this is our busiest time of year, so some patience will unfortuntately be necessary.

royi

Majority of users in the UK are still using the old version and haven't upgraded to X yet. With any new products coming out/upgrade you would normally wait up to 6 months for bugs / software issues are ironed out. Your only option is to wait for the Support Team to contact you.

@Emcee Even though this is your busiest time of year. What is your SLA for dealing with critical issues now that Winter is nearly upon us.

Emcee

@royi

It depends on how quickly customers answer the preliminary questions they are asked by the bot before being forwarded to an agent.

Less than 24 hours is the norm during the work week. Customers who write us in the evening, for instance, can usually expect a response by noon the next day. Customers to write in the morning can expect an answer in the afternoon.

During the weekend, wait times are longer.

royi

@Emcee Thanks for responding. Wouldn't it be better to have a dedicated team dealing for the next couple of months of users who are experiencing X issues and bypass the bot and allow them to email Support directly. Up to 24 hours is a long time without heating or hot water or longer over the weekends.

I remember I had a problem with V3+ nearly 2 years ago and I was able to contact Suppot by email and received an instant response. It was escalated to the technical team and sorted.

This is the type of support is required. I would even pay for this service if the cost is reasonable (pay as you go or a fixed subscription) and have direct access to the technical team. The cost of calling out a plumber or electrician isn't cheap and the issue might only take 10 minutes to resolve. It might be worth thinking about.

Anth8910

I have the same issue. The install went fine with all devices connected but twice now all devices with the exception of the wireless receiver and two Tado bridges go offline. All offline now and I have given up.

Thinking of requesting a full refund and abandoning Tado all together, I had connectivity issues with v3 but it was manageable. Tado x was supposed to cure this via thread mesh network but obviously not.

royi

@Anth8910 I'm surprised the new system X are having the same issues as V1,2,3+ when they say the new system has a better and longer range and there will be less or no disconnects.

This really needs to be fixed with a timeline or it will create reputational damage.

Anth8910

What is odd is since it’s gone offline I have managed to operate areas by adding individual devices showing up to apple home.

roger68

Woke up in a cold house this Sunday morning with all devices offline and no support until monday. No means of controlling my boiler. Joy… and great SL.

I migrated from my old evohome to tado X earlier in the week as this offers control of boilertemperature whereas evohome does not.

More people having this issue apparently. Come on Tado, what is this??

jtdesai

Guess what? I am yet another user that upgraded to Tado X from V3 plus and experiencing the same issues as devices going off-line at random. It is absolutely ridiculous having spent so much money upgrading.

roger68

This is very quickly becoming a fish dead in the water for me reading all the comments on and issues with the "Alpha-release of Tado X". Using your customer base to flush out design issues, both hardware and software? German engineers delivering German quality? What happened to good engineering design practices, what-if analyses and a proper design review plus stress-testing before rolling it out to the market? It seems more like German marketeers delivering Chinese crap governed by a cash-flow driven CEO. All warning signs are glowing red on my side!