All Tado X devices disconnected
Hi all, I upgraded from a Google Nest thermostat to a Tado X earlier in December and since the change I kind of had to battle with this system in a way or the other and I see in the forum I'm not the only (not sure if this is actually comforting). Anyway, after buying the second Bridge X I managed to have all the TRVs connected and working as expected (the range of these TRV is really bad). This lasted for a few weeks, until last weekend.
Yesterday I went out with the family and once back I noticed the house was freezing so I checked the app and I saw that all the TRVs and the one Wireless temperature sensor I have were all disconnected. Very peculiar that all of them disconnects at the same time. However the two bridges and the wireless receiver seems to be connected both in the App and by looking at the LEDs. (I contacted the support but not responses yet).
I tried restarting everything but it did not resolve the problem, I noticed that the wireless receives has been updated to firmware 249.1 which makes me think it could be the culprit but who knows!?
At the end of the day I find myself having spent £600+ for the whole kit, with the heating not working in the whole house while living in Scotland (with risk of pipe freezing) and a 6 month old baby to keep warm. This does not sound fair at all.
Am I the only one that had this problem with the Tado X system? Anybody has a suggestion?
On another note, when pressing the boost heating button in the wireless receiver, the boost only last for a short period of time and I keep finding it off every time I remember to go check. So I'm having to manually control the boiler myself and even that is not reliable. Is this expected?
(I know I could recommission the whole system but I'm worried that doing so would leave me with the same problem and wiwthout the schedule set in the TRVs, which would be worse than the current situation. Also we can't be forced to recommission everything at every software update)Comments
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For anybody having the same issue I now had this same "all devices offline at the same time" issue 3 times in the last week and I can temporarily fix it by restarting the 2 Bridges. No need to touch TRVs or thermostats. Still waiting on the support team to clarify what could be the problem. At least I can now heat the house.
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Hi, I have the same problem several times. I need to restart my 2 bridge and then the system work again.
The problem is present from when the bridge was updated to 245.1 firmware version. From that time the led of bridge are always lighted on.
I'm still waiting a response from support.
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I had an issue yesterday that sounds like it could be the same as you on this thread have been suffering.
7-Dec-2024: Installed Tado X smart radiator thermostats (x12) and wireless temperature sensor (x1); at the time was still waiting for release/order/delivery of Tado X UK Wireless Receiver, so WIFI via existing thread routers in house
20-Jan-2025: Installed Tado X UK Wireless Receiver (x1) and configured for WIFI connection; (no issues with Tado system from 7-Dec to 20-Jan)
28-Jan-2025: House freezing cold by evening; All Tado X radiator thermostats (x12) & wireless temperature sensor (x1) showing offline in Tado mobile app; Tado X Wireless Receiver network connection & general status looked normal in Tado mobile app; tried removing/re-fitting radiator thermostat battery, and various attempted re-connections in app, but that didn't help; in the end reset the Tado X Wireless Receiver (by pressing heating boost button for 9 seconds) and all the devices gradually reconnected over the next few minutes, and the heating came back on!
Tado X Wireless Receiver firmware version 249.1
Tado X Smart Radiator Thermostat firmware version 243.1
Tado X Wireless Temperature Sensor firmware version 246.2
So I interpret that in my case the culprit was quite likely to be the Tado X Wireless Receiver, since no issue from 7-Dec-2024 until 20-Jan-2025 when it was installed, then failure 8 days later on 28-Jan-2025; also resetting the radiator thermostat didn't help, but resetting the wireless receiver did.
I sincerely hope it doesn't keep happening, or at least that it doesn't get any more frequent and then gets resolved soon.
Has anyone here heard anything back on your questions to Tado support? … I propose to submit an issue/question myself too, to add my voice and hopefully be included on any overall updates
Best wishes one and all for stable Tado systems until and beyond this issue being fixed …
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It does sound indeed the same pattern and I believe it happened to me just after the update of the wireless receiver to firmware 245.1. Although I can recover the problem by power cycling the bridges, without touching the receiver. As of now I have had this problem 3 times. Today I randomly opened the app and I saw that the 2 TRV in the living room were offline, despite being both in line of sight to a Bridge X (one is literally 1 meter from it). The one in the Kitchen is also often offline, again despite having line of sight to the wireless receiver, maybe 5 meters away and just a doorway in the way.
With my Tado support conversation I'm at a stage where they asked me about the distances between TRVs and bridges/receiver. I'm planning to draw a simple floor map of the house so to make it clear, but I did not have time yet to do so.
I strongly suggest to open a case for your issue too so hopefully this can make them understand there is something wrong.
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I agree the problem start with the 245.1 firmware version. An other consition Is the 2 bridge, the main news of X serie.
I read the problem continue also with 249.1. Is It right?
The led of bridge are Always on? This Is an other difference occurred when arrived 245.10 -
I have this issue as documented in the thread linked below. Mine came back online yesterday afternoon and I am waiting on support telling me is it was anything they did at their end. I note here that restarting the Bridge X cured this for some. I don't have any of these and an Apple TV 4k acts as my border router. Restarting my wireless receiver several times did not fix the issue.
Edit: I thought this post had vanished and therefore wrote another without the link, thinking the link had caused the problem. Sorry for the duplicate.
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I had this issue on Tuesday and all came back online yesterday afternoon. I've asked support if it was anything they did behind the scenes and await their answer.
I differ from the above as an restart of the wireless receiver did not resolve it plus I don't have any Tado X bridges. I use an Apple TV 4k as my border router.
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Thanks and best wishes all. I raised a Tado Support request on 29-Jan, and had a couple of responses/interactions with Tado Support on 30-Jan.
The short summary is they were trying to rule in/out issues with mobile phone software versions or Thread mesh network e.g. due to exceeding number of devices, long distances or other placement issues.
I have answered all their (generic so far) suggestions & questions, which they understandably wanted before considering any further escalation. My own interpretation is that it still seems like a robustness issue with the Tado X Wireless Receiver (with at least some firmware versions including 249.1) affecting its onwards Thread mesh network to Tado X devices.
During the time our heating system was off due to Tado X devices (12x Radiator Thermostats & 1x Wireless Temp Sensor) being offline/unresponsive, the Wireless Receiver itself was still responding to the Tado mobile app, including saying "Connection verified" and "Configured". Therefore I interpret the Wireless Receiver was still connected to my home WiFi network without any visible issue. Looking at the Wireless Receiver LEDs, it was (and is) showing 2 WiFi LEDs on, which according to this Tado article means "sufficiently strong". The nearest Radiator Thermostats are close-by, so I assert it should be well positioned to set up the Thread mesh network.
So far I have been more fortunate than some of you in only having 1 failure in 9 days (so far), but the symptoms seem strikingly similar, therefore I interpret this is an ongoing Tado robustness issue which could easily recur at any time. Therefore I am keen to give any information that I can to help diagnose and resolve it as quickly as possible.
( Edit: @tulloch , I sympathise with your posting/duplicate … this post of mine seemed to have evaporated after submission without explanation, and I struggled last night and this morning trying to get a post to work. This morning I spotted a fleeting message about "moderation" after one of my apparently failed attempts, but it was gone before I fully read it, and I hadn't spotted one of those before. Being wise after the event, I suspect you are right to think it was hyperlinks … I suspect posts with hyperlinks, even to Tado web pages, probably trigger a manual inspection/moderation. If I had the ear of someone administering the platform I'd be tempted to suggest they increase the visibility & duration of the moderation pop-up message.)
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@colosb I think you are correct re moderation and links. I thought my URL would be posted as plain text as i have observed that in many posts but maybe that's just for new users. Understandable.
I'm still waiting to hear back from support to find out if it was any action from them that restored my system. Until Tado inform us that they have found the cause and applied a fix we can have no confidence in the system. I find myself now checking frequently is the system is online. Moreover, if there is a simple action to restore the system at home we need to know that as well. I was given something to try if it happens again which I will share below. I will also try a restart of my border router, i.e. my Apple TV 4k.
- try to use the tado° App Settings > Rooms & Devices > Wireless Receiver> “Configure” option.
- Wait until all three stages are shown as green.
- Then do a simple restart of the affected device(s)
••Wait 10 minutes, if it's not online after that, try to use the "Get Connected" option of the affected device(s)
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Trying to help with clarity & understanding … I interpret people here are seeing same/similar issue with two different tado router options?:
- Wireless Receiver X, firmware version 249.1; ( @tulloch, @cardella … though you have mentioned bridge & receiver and 245.1 & 249.1 ?, & me )
- Bridge X, firmware version 245.1; ( @Bluefox ? )
From other threads I interpret that Wireless Receiver X firmware version 249.1 was deployed in the UK on about 16-Jan-2025 (I only added Wireless Receiver X to my Tado system on 20-Jan-2025).
Before adding Wireless Receiver X, my Tado X system was connected via a Homey Pro (2023 version) as the thread border router, which is still there but I interpret/suspect is no longer relevant to my Tado X system (12x radiator valves + 1x wireless temp sensor) connection since the common point of failure & correction of my issue seems to be the Wireless Receiver X.
For my case, I interpret that something went wrong in Wireless Receiver X on the thread mesh network side of things, loosing connection with all of my Tado X devices at once, so they showed no network connection on their local screens and offline on Tado app. The Wireless Receiver X itself was still connected to WiFi, showed normal status and was responsive in Tado app.
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Adding for clarity: I have 9 TRVs all at version 243.1, one wireless temperature sensor at version 246.2, two bridges at version 245.1 and one wireless receiver connected to my combi boiler via open therm at version 249.1. Also for me the first time I had the issue was just after the update on the 16th of January. I also have a problem where the kitchen TRV occasionally disconnects despite being at line of sight to the wireless receiver but I suspect this is different so I am keeping it for a secon support case.1
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I have WR X on firmware 249.1 connected to a Baxi 820 combi via Opentherm, six SRVs firmware 243.1 and four Wireless Smart Thermostats X firmware 247.1. No Tado bridge. My border router is an Apple TV 4k, set as the preferred home hub. I also have an older Apple TV in another room and two homepod minis in the same room as the ATV 4k. My devices did not go offline at the same time. I first noticed three rooms entirely offline. Then the next morning all I had left was on SRT with which I was able to fire the boiler by raising the set temperature. Curiously, all the offline devices were online in Apple Home and the temperature could be adjusted. This was confirmed by observing the new set temperature on the device itself. However, there was no call for heat but I am sure the valves were opening.
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Interesting. I don't yet understand how the thread border router is determined when there are multiple devices capable of serving the role. I suspect there can only be one per thread device network, but I don't really know, and don't know if it can be read from any system config or status.
Re-summarising our systems and symptoms as I understand them so far … (it quickly gets long & complicated!):
Me:
- Tado X system
- 1x Tado X Wireless Receiver; firmware 249.1
- Wired (relay) connection to heating system (Mitsubishi Ecodan heat pump)
- WiFi connected, so this is the Thread Border Router for Tado X Thread mesh network
- 1x Tado X Wireless Temperature Sensor; firmware 246.2
- 12x Tado X Smart Radiator Thermostat; firmware 243.1
- (also a Homey Pro 2023 in the house, which used to serve as Thread Border Router before adding the Tado X Wireless Receiver, but I don't think it can be involved now)
- 1x Tado X Wireless Receiver; firmware 249.1
- Symptoms
- Lost Tado app connection with all (except wireless receiver) devices (12x radiator thermostats, 1x wireless temperature sensor) at once; they showed no connection on their local screen, and offline on Tado app
- Heating system could not be activated; house cold
- Problem occurred on 28-Jan-2025; after Wireless Receiver added to system on 20-Jan-2025
- Wireless Receiver was still connected to WiFi, showing normal status and responsive on Tado app
- Power-cycling Smart Radiator Thermostat didn't help
- Resetting Wireless Receiver restored full Tado system availability and heating system
- Tado X system
- 1x Tado X Wireless Receiver; firmware 249.1
- Wired (Opentherm) connection to heating system (Baxi 820 combi boiler)
- (would it have been connected to home WiFi or not? … if yes, then what determines that Apple TV is Thread Border Router? … if no then I assume it would simply be another device on Tado Thread mesh network)
- 4x Tado X Wireless Smart Thermostat; firmware 247.1
- (is this what I called wireless temperature sensor? … if so, curious that you have newer version than 246.2 that I still see on mine?)
- 6x Tado X Smart Radiator Thermostat; firmware 243.1
- Apple TV 4K as Thread Border Router for Tado X Thread mesh network
- (also older Apple TV and two HomePod Mini's in the house, but don't think involved in Tado)
- 1x Tado X Wireless Receiver; firmware 249.1
- Symptoms
- Lost Tado app connection with some devices: first 3 rooms offline, then next day only 1 smart radiator thermostat online
- Tado devices that were unavailable in Tado app were still available via Apple Home, and smart radiator valves responded to temperature set, however didn't trigger heating system (so not talking to/through Wireless Receiver)
- Tado device (1x Smart Radiator Thermostat) that was still available in Tado app could still trigger the heating system (via Thread network connection to Wireless Receiver)
- Tado devices came back online next day without further local actions (after contacting Tado Support); not sure what (if anything) was done
- Tado X system
- 1x Tado X Wireless Receiver; firmware 249.1
- Wired (Opentherm) connection to heating system
- Assume WiFi connected so this is the Thread Border Router for Tado X Thread mesh network
- 2x Tado X Bridge; firmware 245.1
- 1x Tado X Wireless Temperature Sensor; firmware 246.2
- 9x Tado X Smart Radiator Thermostat; firmware 243.1
- 1x Tado X Wireless Receiver; firmware 249.1
- Symptoms
- Lost Tado app connection with all (except wireless receiver and bridges) devices (9x radiator thermostats; 1x wireless temperature sensor)
- Heating system could not be activated; house cold
- Problem first occurred on 19-Jan-2025 after Wireless Receiver update to firmware 249.1; by 28-Jan-2025 the problem had occurred 3 times
- Wireless Receiver and 2x Bridges were still connected, showing normal status and responsive on Tado app
- Power-cycling 2x Tado Bridges (not the Wireless Receiver) restored full Tado system availability and heating system
@Bluefox [edit: sorry, put wrong person at first]
- Tado X system
- 2x Tado X Bridge; firmware 245.1
- +?
- Symptoms
- Assume lost connection with all smart radiator valves (by context in this thread; though didn't spot mentioned)
- Noticed that Tado Bridge LED is always on with firmware 245.1, which is different from before
- Problem first occurred after Bridge update to firmware 245.1
- Power-cycling 2x Tado Bridges restored full Tado system availability and heating system
1 - Tado X system
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Hello all,
Concerning the messages disappearing / moderation limits, new precautions had to be taken after the forum was 'spam bombed' last week. I will return the preferences to their usual state in a few days.
Looking through our bug repository, it doesn't look like any of the updates has caused widespread disconnection issues. This is likely why support agents are suggesting solutions to 'connectivity issues' rather than a problem-specific process.
I have informed my colleagues of this thread. Will keep you updated if anything comes up.1 -
Thank you @Emcee . As of now I have not experienced the problem anymore. It's unclear why as I have not moved any of the devices.
However I have done a change in my home network as I wanted to verify if this was the issue:
- I have assigned static IP addresses to the WR and the Bridges
- I have disabled the pihole filtering on the WR and the Bridges (however I did not see pihole blocking any DNS requests coming from the devices)
- I enabled the ipv6 in my router settings but on the WAN side so it should not have effect on the LAN devices
As of today I re enabled the pihole DNS filtering and I'll monitor if the issue reappears or if I see blocked request. I'll post an update here after.0 -
@colosb All during the "episode" my WR was displaying lights indicating it was connected to the Internet. I also confirmed for support that it was connected to 2.4 GHz by logging in to my router. I don't think I have any way of establishing which device is acting as the border router at any time. However, my ATV 4k is manually set to be the home hub. Whether that makes it the default border router or not I don't know. Someone with more thread knowledge that me may be able to help here.
The smart thermostats and temperature sensors are similar but different devices. Originally I had the temperature sensors but Tado replaced them with the thermostats as they thought, wrongly as it turned out, that it would resolve some Apple Home connectivity issues. The thermostats can be wired to the boiler, the temperature sensors cannot. I am effectively using the thermostats as temperature sensors.
The support team took no action and it would seem nor did the server team. They suggested that maybe I had another border router which was not NAT64 enabled. I confirmed that was not the case as all my Apple devices support NAT64, to the best of my knowledge. As mentioned above I am not sure which acts as the default border router, although as you can see from previous posts I orginally thought it was the device designated as the home hub. Since confirming this I have not heard back from support.
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@tulloch I'm not a Thread expert but my understanding is that Thread is similar to Zigbee and there is not a main border router device but rather all router devices in the Thread network work in the same way relaying packets to all devices as required. The more you have the stronger the network. This is similar to Zigbee. Your WR receiver should act as a coordinator of the Thread network and therefore as a bridge between the Thread network and your WiFi network and the internet. In theory you should be able to shutdown any of your router devices and the Thread network should still work as long as all devices have good connection to the network, however the WR is special because it's the device that is able to control the boiler.1
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This is my configuration:
2x Tado X Bridge; firmware 245.1
8x Tado X Wireless Temperature Sensor; firmware 246.2
17x Tado X Smart Radiator Thermostat; firmware 243.11 -
Hello again,
My colleagues pointed me to an issue recorded in December whereby Homes with multiple TBRs and/or (as is the case of @cardella) multiple Internet Bridges have a higher likelihood of losing their Thread connection. This is not related to software update.
A solution is being worked on.
My opinion (unsure what the official tado° stance would be, but I will inquire), is that if the devices keep disconnecting, it might be wise to try using only 1 Bridge or TBR until a final fix is deployed. If that's not possible, please use this thread to record your encounters with this issue so that they can be recorded.
I have now added this thread to the internal 'multiple TBR/IB' bug issue.2 -
Today I came home from work and I found that it happened again:
- the house was cold so that prompted me to check the app
- in the app all the TRVs were shown as offline but one
- only one TRV was online
- the wireless temperature sensor was displaying the disconnection blinking bars in its display
- all TRVs but one were NOT showing the disconnected blinking bars, it seemed as if they were connected
- the one TRV that was displaying the blinking bars was the one I already had issues with and I'm moving it around the house under suggestion of the support team, waiting for them to tell me what's the problem
- the bridges and wireless receiver were looking normal and connected
- looking at the TRV history in the app they all disconnected at the same time
I tried restarting the bridges as I did before but this time it did not solve the problem.
I checked my pihole query log and I can't find any blocked DNS request so it can't be that.
At the present I'm restarting things but without success0 -
@cardella , best wishes with your heating offline. I hope you get it working again soon. Puzzling that this time restarting bridges didn't resolve the issue … I hope we don't have another separate technical issue to grapple with.
Out of interest, when you say 1x TRV is still online … was that one able to trigger your heating system at all? (I'm guessing not based on your overall description) … i.e. was it seemingly able to talk to the Wireless Receiver, or not?
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Thank you, I just checked now the App and everything is back online. It seems that all devices came online at 2000, again all at the same time, so the restart of the bridges must have worked, just a bit delayed perhaps.
To answer your question, unfortunately I did not try to use the only TRV that was online, that's a good shout. Next time it happens I'll try to see if it was able to control the boiler.1 -
Hi all,
All of my thermostats have just gone offline, I have no internet or DNS issues, and even if I did - I would expect everything to stay online to work locally?
Just adding my details and version here while I try and working out how to get this all back online…
Wireless receiver v249.1
2 x Bridge both at v245.1All thermostats offline
2 x Smart Thermostats one at v247.1 and the other at v246.2
13 x Radiator Thermostats all at v250.10 -
Oh dear @TheBubble, I'm sorry to hear that. For comparison with some of our similar sounding issues, were the Wireless Receiver and Bridges still visible and apparently responding normally as seen in the Tado App? (while the Smart Thermostats & Radiator Thermostats were offline)
For some of us, it was enough to reset the Wireless Receiver (and/or Bridge(s)), and then the Thermostats would be re-connected. Did you try that already? How did you get on with getting your heating back up?
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Hi @colosb Thanks for your reply, yes the bridges and receivers were still visible and appeared to be responding in the app. They also all showed they had connectivity - e.g. the lights for signal were good. Two had full 3 lights and one has 2 lights.
I initially restarted a single wireless thermostat to see if it would come back online and it didn't.
I then tried the bridges - still everything was offline.
Oddly the apps care & protect area shows rooms that is it currently heating - I don't know if this is cached from some point earlier - or if it is accurate.
I hadn't reset the wireless receiver, but as you have suggested I have tried that - but it's still all offline, I did that around 10 minutes ago.
It could be worse, as it's all gone offline with the heating stuck on rather than off.
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My two radiator valves also went offline tonight showing a hint on how to mount them. Resetting both, added manually in app an now both are online again AND both have Matter linking again!!! Btw fw 250.11
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For info - Everything came back online overnight at 2:22am(GMT) going by the tracker charts on each room.
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Do everybody here have a mesh WiFi system at home or a single WiFi access point?
I have a TPLink Deco WiFi system with 4 access points0 -
Technicolour DGA0122 wifi 5 router with 2 Technicolour OWA013 wifi 6 extenders. The WR is connected to the router.
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I gave up on using the thread border router in the Tado wireless receiver X as I also got constant disconnections.
I instead have 6 homepods (mix of Gen 2 large ones, and minis) around the house and so factory reset everything, then added the Tado X TRV's and wireless thermostat to Apple HomeKit FIRST, which means they're on its thread network (and border router), then scanned each of the Matter QR Code cards into the Tado app. It'll hang and say it couldn't add them to Tado, ignore that, you'll see they are indeed in there, and for the rest you can exit out of the pairing after 5-10 seconds and see that they're there. Crucially, you can't put the TRV's into pairing mode in HomeKit and enter that code into the Tado app, it'll not work.
You now have a much more resilient, mesh, thread network handling connection, and Tado must be talking via matter via the HomePods. Haven't had a single droupout since I did that a week ago.
This leads me to suspect either the Tado thread radio isn't strong enough, or the firmware for the embedded OpenThread border router is problematic.
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