December 2024: Linksys Router Blocking App

JDB008

Hi, thermostat has been working flawlessly for 2 years+ but now I can't access the app when on local network. I can connect via 4g on phone or local WiFi with VPN. I'm using Synology router where I've made no resent changes. Any suggestions welcome. Thanks

Emcee

Hello everyone

We have reports that Linksys Routers' DNS is causing problems. If you change your DNS to Google DNS, the issue should be resolved.

If you don't use Linksys, could you let us know...

1. Is the issue ongoing?
2. What ISP do you have? (internet service provider)
3. What is the make/model of your router/modem?

hardlyhphil

HI,

I am baffled by an issue I am having. I noticed this morning that I was unable to connect to the tado app on my phone when connected to wifi, I was not able to even go to www.tado.com. Rebooted wifi and same problem. However, I can connect to both the app and website when using my computer, connected to the same wifi. So both android/apple phones when connected to wifi can't connect, but a computer can.

Has anyone seen anything vaguely similar??

hardlyhphil

is this just today? Can you connect to www.tado.com on your phone when connected to wifi? Can you connect to www.tado.com on your computer (connected to same wifi)

This is the problem I have, no idea how to solve it yet…

JDB008

Hi Phil, yes, should have added that - my first searches for a fix led to tado.com which is also blocked. If not unique to single user, hopefully a fix will come soon

hardlyhphil

it's baffling. Feels like the tado app/website may be blocking phones over wifi, but surely we can't be the only two people in the world with the issue if that was the problem… :)

JDB008

I tried disabling security services on the router but that's made no difference. I'll carry on using VPN for access to the app (and tado.com) in the hope a fix comes soon.

Tado receiver BP1210135040 on firmware 94.2, internet bridge IB1610232064 on 92.1 and room thermostat SU1805987840 on 215.1

wrightal123

Just a suggestion, but I had a none Tado site stop being accessible in the same way you describe. I went into my router settings and put the website on the 'whitelist'. May be worth trying??

DesignerLondon

I have also been unable to use the app on my iPhone over Wi-Fi, I haven’t been able to access any of the websites support help community. Then I saw somebody suggest on Twitter that it was something to do with using Wi-Fi. I found when I turn Wi-Fi off and you just use data everything works

eezytiger

Just spitballing a guess, but maybe the problem is with either security software or DNS settings on the phone. Don't ask me about iPhones, but on Android it is easy enough to change the DNS settings in case a DNS is playing up.

CR76

I’ve got exactly same issue - how random

It literally only starting happening yesterday - works on 5g but not WiFi and nothing has change in my side

Anyone else?

@tado - can you help

ChrisJ83

Had a really strange situation pop up randomly the last few days. I appear to have been permanently blocked from reaching tado websites on my home network.
Looks like the bridge can still connect, but all other devices are prevented from either accessing the tado.com website or the app from connecting. If i disconnect from the network, to 5g, a device can connect.

Anyone got any clues?

JDB008

thanks all, think I'll try the whitelisting first and take it from there, the VPN workaround is pretty decent for the time being

dayal

Hey. Having same issue here - in London with a Linksys router provided by communityfibre - both app and tado wwws not accessible when on WiFi, but fine on mobile data. Started yesterday afternoon, but I haven't touched anything. Thought it might be a broken update from tado rather than router. Linksys says I don't have any websites blacklisted, and doesn't seem to give me option to whitelist so maybe some firewall setting, but I'm stumped!

Tomtom12345678

Exactly the same issue here.

Can Tado fix it asap？

Nadeem

Dayal same here, London/Community Fibre/Linksys domain blocked over WiFi

JDB008

I'm with community fibre but not using their kit, Synology router off of their ONT

imkha

Same here - Community Fibre Linksys Router and Tado Kit. Can happily control heating when on Mobile Data, website and app blocked on home wifi

eezytiger

According to downdetector all the fault reports are localised to London and Community Fibre seems a common element. My guess is that this is an ISP problem and not a Tado fault.

https://downdetector.co.uk/status/tado/

FWIW I'm with Vodafone and no problems here.

eezytiger

Are you guys using Community Fibre? That appears to be a common theme in fault reports I've seen.

Staticplaya

Hi, I'm another community fibre user. Same fault checked everything with the router. The app works off the WiFi and VPN. It seems like Community Fibre has blocked the site all of the sudden on the 14/12/24.

Need to find a way of contacting them to get it sorted.

hardlyhphil

Yes I am with community fibre+linksys.

FWIW setting manual DNS on the Wi-Fi in my phones settings “fixes” the issue. But obviously not long term solution.

eezytiger

Community Fibre? They appear to be the problem, not Tado.

Staticplaya

I submitted a support ticket on the community fibre website (https://communityfibre.co.uk/contact-us-new).

cdmstr

On your computer, open a command prompt by doing Start - Run and typing the three letters "cmd" without the quotes.

When the prompt opens, type "nslookup www.tado.com" (again without quotes)

If it resolves to an IP, the problem is likely routing in your ISP'S infrastructure. If it doesn't resolve, the problem is your DNS provider. The easiest way to test or solve a resolver issue like this is to switch your DNS servers to a public trusted service like Google. See here: https://developers.google.com/speed/public-dns

Use the 2 IP addresses in the article for your primary and secondary DNS servers and it will solve the problem.

cdmstr

Change your DNS servers to Google for a temporary fix: https://developers.google.com/speed/public-dns

The disparity between your devices can be caused by cacheing etc, don't get hung up on it.

ac2107

I am with Community Fibre and having the same issues accessing tado.com from my home broadband. However, my windows laptop works fine while my iphone and macbook do not. So it might not be a Community Fibre issues.

ac2107

I am using Community Fibre, I cannot access tado.com from my iPhone and macbook, but a Windows machine works fine (I am typing on my win11 laptop now). Can Tado clarify what is the problem?

dazzystar

Got the same problem as above. Started a couple of days ago. Sent a support email to Community Fibre as well as Tado.com to see if they can help. I'll try pointing the DNS manually on both my iPhone and my PC to 8.8.8.8 when I get home tonight.

cdmstr

It's not a Tado issue so they won't be able to help. From all the other posts on this, it sounds like Community fibre have an issue with their DNS resolvers.

The difference in behaviour that you're seeing can be explained in many ways. Unless you've got sufficient tech knowledge of network infrastructure and DNS, it's best to just accept there is probably a fault with Community fibre DNS. Switch to using the Google DNS servers for now, to solve it.

Staticplaya

I changed the DNS on my router to 8.8.8.8 and 8.8.4.4 and it now works.