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One radiator knob is losing connection every night

kleajmp
kleajmp
edited December 2022 in General Questions & Topics

I bought several tado° Smart Radiator Knobs in February this year (4 in total). They all work well except for one that is always (every night) losing connection with the hub/bridge. I tried all kinds of troubleshooting like:

  • replacing the battery.
  • doing a full reset (remove, reset knob and add it again to the app)
  • checking wifi reception

When I manually touch the knob in the morning, which is still in off-mode after the night, while it should be in on-mode, following its schedule, the next morning, it wakes up, connects again and goes on.

So it is not a "bad-reception" problem but a communication problem, the other knob, is next to it and never had problems. I can verify I have very goed wifi reception down-stares.

I guess the tado° system creates its own private vlan but uses the existing network/wifi structure for making its connections to the wireless tado° devices? (if anyone knows?)

I tried everything I could imagine, I think personally there is something wrong with this knob or maybe its firmware. Anyone, one last suggestion?

But my main question is: How can I return it to receive a new one in warranty?

Thanks in advance,

Glenn

Comments

  • luteijn
    luteijn
    Tado's devices don't use wifi, but (more or less) their own protocols on different frequencies.

    To get it replaced, you'd contact the (web)shop where you got it, they'll likely contact tado, which will investigate a bit more, and eventually ask for copies of the original receipts, and sent you a replacement. You'll get a return label to send back your faulty knob.
  • kleajmp
    kleajmp

    So with using their own frequency (radio) does it mean the send and receive antenna is in the internet bridge? So it is possible to be a bad reception problem I'm countering with?

    Anyway I will replace the knob and see the new one will do better. Thanks.

  • Chenks76
    Chenks76 ✭
    They communicate with the bridge via zigbee which is essentially WiFi just not your own WiFi connection
  • luteijn
    luteijn
    The position of the bridge can make a lot of difference, official advice seems to be to have int stand upright, but an angle might work better. Away from strong radiosignals (like wifi, microwave oven, cordless phones, other tado objects), so they don't drown out the signals, etc.
  • Unknown
    Unknown
    This content has been removed.

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