topic Re: 4GEE - Tado stopped working suddenly. in Archived Posts

4GEE - Tado stopped working suddenly.

Andy_yzf — Tue, 01 Dec 2020 09:59:50 GMT

As of Sunday morning (early hours) my TADO (smart heating) bridge is no longer able to be connected to the TADO cloud through my 4G EE router - TADO have confirmed that their cloud service is up.

My bridge will connect if I connect via my neighbours fixed line broadband !

My only internet connection is via my 4G EE router. !!

I have no heating or h/w control.

After 2 hours on a call to support, about 20-30 reboots, config changes etc, it is still not connecting. I believe this be caused by a s/w or settings update at EE in respect of NAT/ double NAT issues..

Been told... 'you can see the internet, so nothing wrong at our end'... not the best of customer support to be honest and lining me up for a change of ISP..

Struggling to get any L3 support from EE to understand if an update over the weekend has caused this...

Please can somebody who understands this is more than a 'reboot' please call me...

Re: 4GEE - Tado stopped working suddenly.

Christopher_G — Tue, 01 Dec 2020 13:26:38 GMT

Hi @Andy_yzf

Welcome to the community.

I'm not aware of any updates.

Our Mobile Network uses CGNAT. When you search for the 4G WiFi, does it show two bands for the same router? If so have you tried each one?

Chris

Re: 4GEE - Tado stopped working suddenly.

Andy_yzf — Tue, 01 Dec 2020 14:29:22 GMT

Chris
Yes, that's one of the 50 things we tried..
Other posts suggest that GCNAT could be the cause of this, as I've also seen pots with people losing connectivity from IP camera apps, hive etc.

Can you check what changes were made over Saturday night that could have impacted my config at your end ?

otherwise, this is not great for me and I'm likely to be forced to move.

Andy

Re: 4GEE - Tado stopped working suddenly.

Christopher_G — Tue, 01 Dec 2020 14:50:23 GMT

I haven't been able to find any changes that would affect your configuration, @Andy-yzf. I've messaged our device specialists to see if they're aware of anything. I'll let you know what they say.

In the mean time, I've seen others in the community discussing similar services previously mention that changing the APN to IPv4 rather than IPv6 could help with these types of connection issues.

Is that one of the other things you've tried?

Have TADO mentioned if other users trying to connect with CGNAT have had similar problems with their services?

Chris

Re: 4GEE - Tado stopped working suddenly.

Andy_yzf — Tue, 01 Dec 2020 15:41:22 GMT

Chris
Yep. we tried IPV4. IPV6 and IPV4v6..

There are a few discussions in the EE pages about the GNAT issue and inbound connectivity issues to 3rd party cloud services like Tado.. . It worked 100% for 6 months and then stopped..

How do i get a temporary fixed IP with EE, as I will be able to go over to Fibre in Feb 21 ... they are laying cables as i type.?

Andy

Re: 4GEE - Tado stopped working suddenly.

Christopher_G — Tue, 01 Dec 2020 15:48:00 GMT

OK thank you, @Andy_yzf

My colleague has mentioned that services like this tend to prefer fixed IP addresses rather than dynamic IP addresses, which ties in with your question about fixed IP addresses.

We can't supply a fixed IP address for a mobile broadband device, I'm afraid.

Chris

Re: 4GEE - Tado stopped working suddenly.

Andy_yzf — Tue, 01 Dec 2020 15:50:22 GMT

So, can anybody at EE explain why it has worked well for 6 months and then suddenly it stopped ?
Seems to be a 'sorry, that's just how it is approach'

Re: 4GEE - Tado stopped working suddenly.

pgarner1970 — Wed, 02 Dec 2020 10:02:01 GMT

I have exactly the same issue. My connection has been working for months and I know that the config has not changed on my LTE router, but the Internet Bridge has been unable to connect to the Tado Cloud Servers for a week now.

Definitely something has changed on EE network.

Re: 4GEE - Tado stopped working suddenly.

Andy_yzf — Wed, 02 Dec 2020 10:05:47 GMT

Hi.
Have you had any luck with EE ? as I'm being told...sorry,that's how it is...!@

Sent from my Galaxy

Re: 4GEE - Tado stopped working suddenly.

pgarner1970 — Wed, 02 Dec 2020 10:14:37 GMT

I haven't spoken to support about it. I am remote from where the Tado is as it is a static caravan.
I will try to contact them when I am there so I can be sure I can carry out any suggestions. As an IT Technician I can't see that anything on my equipment would cause the issue.
Tado was working fine last Tuesday night and I had turned the heating on for a few hours, next morning the app wouldn't work. I drove over to investigate but having tried everything I can think of currently, nothing appears to work.
If I force my LTE router to connect to a neighbours internet connection, miraculously it all works!! So I am 100% sure its EE's network that has altered.

Re: 4GEE - Tado stopped working suddenly.

Andy_yzf — Wed, 02 Dec 2020 10:24:47 GMT

Same here. No decent fixed broadband into the house, so I am reliant on a 4G connection. Took the bridge to my father in law in our annex and it connects within 10 seconds via his Fixed line broadband at 3Mb/s. It's an EE 4G network issue for sure. I heard its affecting iP camera based apps as well.. need them to fix thid

Sent from my Galaxy

Re: 4GEE - Tado stopped working suddenly.

pgarner1970 — Wed, 02 Dec 2020 10:40:08 GMT

Yes, I did see somebody on Facebook saying their cameras had stopped working.
Something somewhere on the EE network has changed. Lots of IoT devices will stop working now I am sure.

If I find anything I'll post here.

Re: 4GEE - Tado stopped working suddenly.

Raven431 — Wed, 02 Dec 2020 11:03:37 GMT

https://community.tado.com/en-gb/discussion/6488/possible-isp-issue-bridge-not-connecting-cloud-light-flashing

Tado say it’s EEs fault meanwhile we all freeze.

Talk to each other please

Re: 4GEE - Tado stopped working suddenly.

mradamwood — Wed, 02 Dec 2020 11:11:06 GMT

Also have this problem which started at 04:40 on 26th November. It's clear from the small sample on the Tado community thread that this is only happening on 4GEE.

I've been using the Tado system with 4GEE for over a year with no connectivity problems. Something has definitely changed somewhere. Only affecting Tado for me.

Would be nice if EE team and Tado team could connect with each other and see if they can work it out.

Probably unrelated but I also have TCP issues, but these pre date the Tado problem.

Re: 4GEE - Tado stopped working suddenly.

Raven431 — Wed, 02 Dec 2020 11:12:47 GMT

I have suggested the same thing.

Customers doing the leg work is unacceptable

Re: 4GEE - Tado stopped working suddenly.

krt_uk — Wed, 02 Dec 2020 11:31:34 GMT

Same here.

Started on 26th November about 6am.

Tado worked for many weeks previously.

Re: 4GEE - Tado stopped working suddenly.

krt_uk — Wed, 02 Dec 2020 11:41:50 GMT

We could ask for both CEOs to solve it on Twitter:
https://twitter.com/TBoutenMunich
https://twitter.com/MarcAllera

Re: 4GEE - Tado stopped working suddenly.

Razzle66 — Wed, 02 Dec 2020 17:33:36 GMT

Hello,

Any update on this issue? My Tado is still unable to connect. Please contact Tado to discuss.

Re: 4GEE - Tado stopped working suddenly.

Fjj1 — Wed, 02 Dec 2020 18:59:31 GMT

Same here - on EE 5GEE and my Tado suddenly stopped working. If I connect my router WAN port to a fixed connection everything works fine.

It really needs addressed ASAP, it’s freezing not having heating control!!

Re: 4GEE - Tado stopped working suddenly.

krt_uk — Wed, 02 Dec 2020 22:00:46 GMT

I've changed from EE simcard to my Three mobile phone simcard.

The bridge connected successfully, just need to re-sync 3 from 5 devices.