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...

[Christopher_G]

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

[Andy_yzf]

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

[Christopher_G]

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

[Andy_yzf]

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

[Christopher_G]

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

[Andy_yzf]

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'

[pgarner1970]

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.

[Andy_yzf]

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


Sent from my Galaxy

[pgarner1970]

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.