4GEE - Tado stopped working suddenly.

[Andy_yzf]

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...

[Raven431]

I have got round it for the moment using iOS HomeKit then using an iPad as a bridge. 

Cone in guys do something 

[Andy_yzf]

Really hoping that EE can reconfigure the network before they lose a bunch of customers... I have 4 phones on EE, so not an insignificant revenue loss.

Sent from my iPad

[headangle]

I've got exactly the same issue as you guys here - Tado stopped being able to be controlled through the app, meaning the heating is all over the place.

Everything else connects and works as it should, and nothing was changed anywhere within my home network before this outage occurred.

Please can you push for a fix on this?

[Andy_yzf]

Dear EE.
We don’t seem to be getting any support here from your organisation. Which one of your senior leadership team needs to get involved here with many disgruntled customers?

Sent from my iPad

[ToppinHouse · Accepted solution]

Suggest you have a look at this thread on the Tado community forum. No answer yet but looks like they are working on it: https://community.tado.com/en-gb/discussion/6488/possible-isp-issue-bridge-not-connecting-cloud-ligh...

[mradamwood]

This has now been fixed. Despite their protestations that there had been any updates, EE rolled back an update that they applied on Thursday 26th November first thing today (8th Dec) and bridges are now connecting again.

[Andy_yzf]

Wow...
Denial through to the end!

[Andy_yzf]

Has anyone else spotted that this problem has started again this afternoon ?

No remote access, just as before and yet TADO is up according to TADO.

Hey EE, what do you keep doing to the network to cause this, even though you denied it last time and then figured out it was a network/sw issue...?? 

[mradamwood]

No problem here (yet!).