Upgrading from V3+ to X issue

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qmunity

I would agree about the support quality.

I am having sometimes serious issues with my tado X setup and then somebody sends back standard answers or simple things to try. Even if you try them and report back, it takes them 24h or more to respond.

I think tado is not respecting customers sitting in the cold for more than 24h. Heating in winter is a critical life support system and not a home entertainment system.

tado's support needs to be seriously improved and staffed up.

Emcee

Hello everyone,

Thank you for your valuable insights / feedback.

I am in contact with our content team to determine if this article should be edited so as not to include tado° Wireless Receiver X as a Thread Border router.

Emcee

@Treskelion1959

Thank you also for the guide.

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Emcee

Hello again everyone, @Treskelion1959

Preliminary chats with my colleague indicate that the Wireless Receiver X is working for many (customers and tado°employees) as a Thread Border Router without issue. I have pointed them to this community thread.

For now, the article will not be changed as it is accurate.

Java_Ju I have asked them to have a look at your support chat to see if more diagnostics should be performed.

qmunity

Hi @Treskelion1959 nice effort of summarizing all of this.

I had an "interesting" issue, all my thermostats went offline and could not be added anymore, even not after a factory reset.

What seemed to have solved it was a change in my IoT Wifi (Unifi), though it had worked before.

When I checked the IoT checkbox in my 2.4GHz Wifi, all thermostats came back online.

Not sure which setting it was, as that check box changes several parameters, need to test this. This as a heads up for your guide:

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Java_Ju

I tried multiple times using the wireless receiver X as the thread border router (as advised on the website) and nothing would install correctly. Everytime I had to reinstall the V3+ including all the scheduling etc....very laborious. On top of that the reciever was never picked up by my smartthings hub unlike all the rest of the equipment which was.
With help from this forum I opted to install again with the bridge X and bingo everything works?

I was contemplating sending the lit back tbh but obviously glad it's working now!

Julian

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frankfromfolkestone

I didn't realise this and sold my Bridge Xs that I got with my TRVs… oh well. No smart integration for me - but I don't really need it for my use case.

I did have a lot of trouble setting up the initial Tado X Programmer though without using the Bridge Xs but it worked eventually after I forced 2.4ghz only on my Router.

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qmunity

@Treskelion1959

I am on release candidate channel, maybe that's why.

My Unifi network is 8.6.9 and the release notes indeed state:

• Added Enhanced IoT Connectivity option in the advanced WiFi settings.

• • Improved connectivity for IoT devices.

• • Requires firmware version 6.6.78 and 7.0.66 or newer.

So not sure why the problem only surfaced recently, as I did not change my network settings for a while.

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Java_Ju

@Treskelion1959

Yes your write up would have been very useful as there is limited information on setup on the Tado website.

Starting with the bridge X was my initial approach, but while gathering a list of required items, the website stated the receiver was a substitute and rather than complicating the install with not required parts I chose initially not to get the bridge.

I'm definitely in the camp that the receiver is NOT a thread border router, or at least the one that I have isn't. It's not picked up by smartthings, like everything else is, and there is no matter branding on the install card. It also doesn't connect the stats to the network like the bridge did!

If your saying some receivers are and some aren't then this reminds of the extension kit I had with the V3+ setup. Opentherm wouldn't work until I exchanged it for an identical, albeit newer unit, that was compatible. Neither said they were so I took a leap of faith with a new unit and it was.

I'd definitely like to get to the bottom of this because if my receiver should be matter capable, then I'd rather run the system of that than a bridge plugged into a wall socket.

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Java_Ju

@Emcee

Did you look into the support chat that I received over this?

Apart from the original "cut and paste" reply taken from the website, I never had any interactive troubleshooting from support, as the request for help went largely unanswered until I managed to circumvent the issue with a bridge X added in as discussed in this thread.

If the view is still that the Receiver X should have been able to do the same job as the bridge, then ultimately that is still how I want the system to run.

Can this still be looked into to find the issue?

I've no idea what happened to Treskelion1959 but I found his help very useful in a time were support from actual tado staff was lacking unfortunately

Regards

Julian