Heating stuck on - can't contact Tado support

CharlieWW

My Tado X controlled heating is stuck running with the room temp over 23 but Tado set to 17. I've tried turning it off in the app but nothing has changed. I've tried contacting Tado support but just get stuck in a chatbot loop, despite selecting the emergency option. Tried long press power cycling the thermostat and receiver, but didn't make any difference. Had to cut power to the boiler. The system has only been installed a few weeks and ran fine up until now. How do I contact support person??

wateroakley

@CharlieWW Hello. Sorry that your heating is playing up. To figure out what is going on:

1. Tado?

• What lights are on the Wireless Receiver? Are the CH and HW lights ON or OFF?
• If the lights are OFF, are you confident to check (with a multimeter or electrical tester) if the NO is Live or not?
• If the light is OFF and NO is Live, the relay contacts on the wireless receiver receiver may be stuck. The relay can sometimes be freed by a sharp tap on the box with the head of a screwdriver. If that sharp tap doesn't free the relay, then you will require a replacement receiver.

2. What type of boiler and heating system do you have?

• Combi boiler? Or system boiler with HW tank and typical S-PLan or Y-Plan with zone valves?
• I'd always be highly suspicious that a zone valve is faulty or has siezed.
• To check the zone valves …move the manual lever on the zone valve to the right with your thumb. Is it hard to move to the right or lightly sprung?

After you've checked these, please post the replies and we'll look out for them.

wateroakley

@Manuel Hello Manuel. Can your team reach out and help this user, please? Thank you.

CharlieWW

Thanks @wateroakley, I haven't had a chance to do much fault finding as was heading to bed when discovered the heating was stuck on (we're in NZ). The family were all overheating so tried the app off command and power cycles and after 30mins ran out patience and cut the power. Just woke up and am armed with my multimeter so will see what going on. Hope it's not stuck relays! I have a very simple setup - Baxi boiler with the Tado receiver NO contacts connected direct to the boiler control contacts. No valves or other other contactors etc in the path.

CharlieWW

So it seams to be operating normally this morning. Calls for heat when room temp drops below set point, stops when set point is reached, and responds when turned off in the app. Maybe cutting the power to the Xreceiver reset it?

wateroakley

@CharlieWW Glad to hear that your heating is operating normally.

I'd be suspicious of loss of connection to the cloud, leaving the heating ON. Maybe an internet issue? Or maybe a host server issue affecting a small proportion of users?