TADO X head: non connecting

mariodb

Hi

I've bought a TADO X Smart Start Kit (2 heads + Bridge + Thermostat)

No way to have the 2 Heads connected (the Bridge is in the same room as the 2 heads)

I've also bought (separately) n. 4 Heads TADO X (installed in different rooms) and I have connected them without any probelm (same WiFi, same Bridge, same Phone as previous ones).

How is possible?

Could be that the 2 heads included in the Start Kit are broken?

Thanks for any support!

mariodb

Update: yesterday Support wrote me that is not possible to solve my problem from remote so it will be necessary to replace the devices (accordingly to the 24 months guarantee).

Now I'm waiting for more info about the replacement.

Emcee

Hello @mariodb

I doubt the 2 heads included in the kit were broken (never say never…but highly unlikely).
I see you've opened a ticket with support. This is the best course of action. Please stay in touch with support and, if you have the time, share with the community how the problem was ultimately fixed.

mariodb

I'm still waiting for an answer from support.

I've also tried to switch the position of the not-working Head with the good one: same result, the not-working ins not connected also in the new position (and the good one is coinnected also in the new position).

the problem is related to the 2 not working heads and is not related to the position (I've always resetted the Head before any connection tentative)

I hope the Support could give me soon an answer as the withdrawal period is 30 days and so far I have not received any supporting answer.

mariodb

The free replacement of the 2 heads is going on: 2 new Heads arriving and already sent back the 2 notworking Heads with free shipping (just enough to pack the Heads, print the shipping label and drop the package to a UPS facilities)