Heating constantly on. Anyway to get a quicker response from contact

Huseyin

Good morning all,

I know this thread has been covered a million times but my frustration with getting help is impossible. My heating is constantly staying on unless I turn my boiler off which isn’t ideal. I have tried to use the live chat which has a response time of 2 days ?! Which is ridiculous!! I had an email this morning at 7am asking for pictures of my installation. I responded straight away and now still to receive a response. I mean I would class this as an emergency which would deserve an immediate response. I I’ve seen for others a simple remote calibration solved this for them but getting through to someone to do this that wouldn’t have me wait 2 days for a simple response would be helpful !

Was there anything someone done which would help in the meantime or anyway I can get a direct response to solve this issue please ?

davidlyall

HI @Huseyin

Some questions

• Is this a new installation? If not new, has it previously worked properly and now does not?
• Can you give some more detail on the Tado components you have installed and how they are set up in the app.
• Please also post pictures of your wiring on here

The community will then try to assist as much as possible

Huseyin

Hello thank you for your response. My installation was all fitted by a boiler engineer with new wiring so we are certain there’s no issue there. I’ve tried to post pictures but there no options on here to add an imagine ?

davidlyall

HI @Huseyin

In that case, I would suggest you get the boiler engineer back as I suspect they have made an error on the installation.

To post pictures, you'll need to access this forum from a PC or Mac or set your phone browser to display the desktop version of the site. You'll then get options in the reply window to attach pictures

Huseyin

@davidlyall Thank you for your response. I don’t think it’s my wiring as when I move the wire from CH NO to P1 the heating no longer comes on constantly but the hot water works as it should. Seems like a recalibration would work well as it has done for others on the forum ?

davidlyall

Thanks @Huseyin

I assume you have a wireless receiver managing your CH and HW? It sounds like the relay for the CH is stuck. Please try turning off the mains power and tapping lightly on the case of the wireless receiver to try to release the relay

If that works, I would still recommend you get a warranty replacement for the receiver as there have been quite a few reports of this issue recently with Tado X products although I note that you've tagged your original post as a V1-V3+ system but I would expect the relay components used are identical.

From personal experience, I did have an issue very early on with my Extension Kit (Wireless Receiver predecessor) relay sticking but after tapping the casing to release it, it's worked correctly for the last 5+ years

Huseyin

Thank you @davidlyall

Yes this is the V3 should have probably mentioned this. Yes it controls both. Hot water is working fine but the CH is going crazy.

I’ve tried your advice of tapping lightly all over but unfortunately no luck. Again I’ve had one response from a chat representative and they have left me to it. Customer service isn’t great. Worries me a bit about keeping the system if anything goes wrong I’m going to be stuck without heating/hot water for days until I get a response even though the chat representatives will be active and not responding

davidlyall

Did you buy the equipment yourself or did the installing engineer supply it?

If you bought it, go back to the supplier (if not Tado) and request a warranty replacement.

If the engineer supplied it, I would be pressuring them to replace the unit as your contract is with them

Huseyin

@davidlyall i brought this from tado myself but failing to get anywhere other than one response telling me to try the CH NO to P1 every since I’ve done that and it’s been fine they are not responding to me which is becoming a big issue for myself. Tempted to completely return and go another brand such as hive. I have messaged my representative 6 times over the space of 2 hours telling him the issue while he is active I am just getting no response. This is unacceptable and poor

davidlyall

Yes, not a great response. I would give them the day to resolve before requesting a return

@Emcee , can you assist?

Huseyin

@davidlyall thank you for all your help. I had 0 choice but to call the professional installers line and tell them as I’ve getting no help from anywhere else. The new system tado are trying to migrate to does not work they need to heavily reconsider it.

I luckily got someone very nice and willing to help. Within 2 minutes he identified there’s an issue with my box and it needs to be returned and swapped for a new one. That simple.

My only worry now is I have heating constantly on and hot water which can be controlled by switching the boiler completely off if I can’t get a new replacement unit sent before sending this one back I will have nothing for however long this process takes.