Upgrade to X and lifetime auto assist

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Hi! I am wondering whether upon upgrade to X tado will honour the lifetime Auto Assist subscription that was available with some of the previous editions of the kits. I understand that V2/V3/V3+ can't co-exist in one account with X, but I am wondering if it upon upgrade and removal of the old bridge, the subscription would be kept.
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  • royi
    royi ✭✭
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    @SGT Tado X is a total diffent system and is not compatible, so the answer is no. Search for Tado X launch video on You Tube.

  • Mooncake
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    @royi The subscription system came in place with the release of the V3+ kit. All new customers from there on would need to pay the subscription to access Auto-Assist. But those who bought the V2 and V3 kits and registered a new account with these kits would have the lifetime access to Auto Assist, and retain this benefit should they then upgrade to the V3+ kit.

    I'm lead to believe that the lifetime Auto Assist is tied to the account and not the kit you are using. So I would think that removing all V2/V3/V3+ accessories from your account to then add the Tado X kit will not revoke the lifetime Auto Assist. Only deleting your account to create a new one would lead to loosing that benefit. That's my opinion.

    @SGT this is something I'd like to know too. Would be great if Tado could make a comment on this matter. If we loose the lifetime Auto Assist when moving to Tado X, I'm just going to stick with my V3+ system until it dies and then move to another subscription free system when time comes.

  • Joead
    Joead ✭✭
    edited June 15
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    I’m pretty certain the lifetime Auto Assist is linked to the Tado “Home” in the setting section of the tado app.

    According to their upgrade support doc you need to delete the Home to upgrade to X.

    https://support.tado.com/en/articles/9263876-is-tado-x-compatible-with-other-tado-product-lines

    This would indicate the lifetime Auto Assist would not carry over. Perhaps someone from Tado could clarify this?

    May I suggest tado include lifetime Auto Assist for customers who make a significant investment into tado X devices - ie purchase over {x} number of tado X devices, get AA for free? This would reward users like myself who spend a very large sum on tado hardware (13 trvs, 4 thermos, extension kit and bridge). Eero follow this model - free subscription features if you have a certain number of nodes in your account.
  • rafm5
    rafm5 Volunteer Moderator
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    Tado X is a total diffent system and is not compatible

    This isn't the case. Auto Assist is just a software add-on, so it should work across the entire range.
    Tado can technically release it for free if they want to.

  • Joead
    Joead ✭✭
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    @Emcee could you comment on this to clarify what has been said above?
  • Emcee
    Emcee Admin
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    Hello @Joead and @SGT and others,

    To me, it seems that life-time Auto-Assist should mean life-time Auto-Assist. But as long as there haven't been any official announcements, I cannot confirm for sure.

  • cbd20
    cbd20 ✭✭✭
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    My understanding of this is slightly different.

    When the subscription was first introduced it was announced that any customer who had a V3 or older bridge would keep Auto-Assist for the life of that product. They could add any V3+ devices they wanted, provided they kept the original bridge. If they changed the bridge to a newer V3+, then the subscription would kick in.

    Checking the Auto-Assist section of the app I think confirms this, where it says "Auto-Assist is included in your tado Starter Kit". Change your "starter kit" i.e bridge and it goes away…

  • martini
    martini Volunteer Moderator
    edited June 21
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    From seeing how things worked in the past, where the grant for free Auto Assist was tied to the Internet Bridge (and replacing it involved writing to tado to have them transfer the "free for legacy users"-subscription"), I'm fairly sure that changing for Line X will not automagically grant Auto Assist beyond the "one year free with a new starter kit"-offer.

    (I'm also part of the "Auto Assist is such a simple feature, I would be ashamed to charge for that"-crew - but that's besides the point)

    When the whole Auto Assist subscription drama originally started in 2018, they published an (now taken offline) blog-post explaining their reasoning - it can be retrieved from the Internet Archive here (german version, sorry): https://web.archive.org/web/20220702173244/https%3A//www.tado.com/t/de/update-warum-wir-die-neuen-v3plus-produkte-entwickelt-haben/#app-upgrade

    Die V3+ App wurde gezielt für die neuen V3+ Hardware Produkte entwickelt. Wenn du jedoch bereits Geräte der Versionen V1, V2 oder V3 nutzt, kannst du ein Upgrade auf die neue App erwerben.

    The V3+ App (judging by the screenshots: the current tado app as we know it right now) was made for V3+ hardware; but if you already own V1, V2 or V3 hardware, you may upgrade to the new app. OK.

    Dafür zahlst du einmalig eine Gebühr von 19,99 €. Das Upgrade beinhaltet die kostenlose Nutzung des Auto-Assist Skills (regulärer Preis 24,99 €).

    You have to pay a one-time fee of 19,99€ for the upgrade, and the upgrade includes the Auto-Assist Skill. Cool.

    Für Bestandskunden, die von einem V1, V2 oder V3 tado° Produkt upgraden, entstehen demnach für den Auto-Assist Skill keine Kosten – solange sie tado° nutzen.

    For existing customers that upgrade from a V1, V2 or V3 product, Auto-Assist does not incur any costs - as long as they are using tado.

    So from just a technical point of view, they did not say "Auto Assist is free for as long as you are using V1, V2 or V3 hardware" but "as long as you're using tado…

    Now good luck convincing support of the same ;-)