All Tado X devices disconnected

cardella

A few days ago I contacted the support asking if there was an update on the issue resolution and as a result they asked me to book an appointment for a video call with a Tado representative to discuss the problem. I was surprised but pleased, at least there is some support happening. Today I had the call and this is a summary of it:

The guy I talked to was understanding of the frustration of the issue we are all having, he acknowledged that they are aware that multiple people are having this same problem and that resolving the issue is the top priority for the engineering team at this moment in time. In my case he confirmed I'm likely having two separate issues, one is the "all devices disconnecting" and one is the intermittent disconnection of some random TRVs. For the latter he also said that it's something the engineering team is working on, specifically there is the possibility it might be caused by the Thread network interfering with the WiFi 2.4.GHz frequency. More specifically it depends on what WiFi channel the access point is using. In my case my TPLink access points are using channel 2 and I can't manually change it. He mentioned that the Thread network used by Tado devices uses channel 15 of the 2.4GHz band which might overlap with the WiFi channel 2, hence causing intermittent disconnections. This is just a theory and unfortunately there is not much I can do to test it. I also have a Zigbee network running at home and that one is on channel 20 which should not interfere with anything else. He said that one thing they will likely implement is the capability of the Tado devices to change channel based on interference but there is not timeline for this.

So to recap:

• Tado is working on the "all devices disconnection" issue with high priority
• Tado is also looking at the intermittent disconnection problem, probably caused by radio interference (but really who knows what causes it?!)
• If you can, set your WiFi 2.4GHz network (and Zigbee if you have one) to a channel farthest from channel 15

So yes, we just have to wait and hope….

jalebra

Same issue. First got rid of tplink deco p9. Then it worked for quiet a time with Fritz!Box router and extenders. Last week, again all devices offline. Followed your advice and switched the 2.4ghz channel on my FRITZ!box network. Took a couple of hours but now all devices back online. Amazing!!!

shay223

Just had to press and hold boost on X receiver to reset as all devices were offline (4 srv and 5 wired stats). Wouldn’t re-connect using troubleshooting on app inc rescanning QR. No indication what caused it.

ErMejoo

I'm happy to report here all those issues seem solved, Receiver X reconnects without intervention and devices disconnections are rare and self-healing.