If the tado° devices you are installing can’t connect, even though your Bridge X, Heat Pump Optimizer X, or Wireless Receiver X has already successfully connected to your Wi-Fi network, the issue is likely due to the network frequency.
For this reason, make sure that:
The phone and tado° devices must all be on the same network frequency during installation. Occasionally, the phone may be on 5Ghz while the tado° Bridge X, or other Thread border router, has connected to 2.4 Ghz, and the router is not allowing internal traffic between the 2 frequencies, which prevents the tado° installation from completing.
Any Wi-Fi extenders, boosters, or mesh devices have been completely turned off from their power source. Once the installation is completed, these can be powered back on.
Please note: The above-mentioned steps apply as the standard troubleshooting regardless of the router brand.
Making sure the network frequency is correctly set
To resolve this, we provide instructions for the most common brands.
Please find the ones tailored for your router brand.
Linksys
Make sure you have a desktop computer/laptop, and follow the instructions below to configure your Linksys router as required. These will allow you to have only a 2.4 GHz network enabled, after which you may complete the installation for your tado° app.
Instructions for Linksys routers
Virgin Media
Make sure you have a desktop computer/laptop, and follow the instructions below to configure your Virgin Media router as required. These will allow you to have only a 2.4 GHz network enabled, after which you may complete the installation for your tado° app.
Instructions for Virgin Media routers
My Bridge X can’t connect to my router. How do I fix it?
During installation via the tado° app, if you encounter a message saying that a connection can’t be made between your router and your tado° Bridge X, Wireless Receiver X, or Heat Pump Optimizer X, please check the suitable instructions for either Linksys routers or Virgin Media routers to know what settings to change on your router to allow a connection to tado°.