What should I do if one of my Wiser Radiator Thermostats is no longer connected to the system? Follow
From time to time you may see in the Wiser Heat app that either a room is showing no temperature data, or a device is showing no signal. This can happen due to a variety of reasons listed below:
- Poor signal between the Wiser HubR and the Wiser Radiator Thermostat
- The batteries need replacing in the Wiser Radiator Thermostat
- The Wiser Radiator Thermostat has been reset through human interaction at the physical device
Try the following actions to resolve the issue and return your device back into the Wiser network
Check the batteries, swap out for some new ones (we advice using AA Alkaline batteries only), force close the app, wait 2 minutes, re-open the app and see if the radiator thermostat has re-joined the system.
Or
Either with new batteries (AA Alkaline) or the existing installed batteries (AA Alkaline), remove the back panel of the radiator thermostat and remove one battery only. Then twist the cap of the radiator stat in either direction to dissipate any remaining charge, then re-insert the battery you had taken out, and replace the back panel of the radiator thermostat. This will force the device to rejoin the Wiser system.
When the radiator stat powers back up, it will have flashing LEDs on the front. To force the calibration, please twist the cap to the minus (-) symbol for 3 seconds and this will re-calibrate the device. Then force close the app, then re-open, and check that the radiator thermostat has re-joined the system.
Comments
13 comments
I have tried replacing the batteries and rejoining the network but the TRV is about 15m from my Hub. Can I install a booster somewhere in between?
I live in a long, thin house with RSJs between my HubR and my furthest TVR. It is roughly 12M and has worked fine for months but several times on the past month it goes offline. I’ve swapped heads with another and the fault stays with the location not the TVR. An intermediate booster would be good or can the Wiser HubR join my TP-link power line adapter?
I had same problem. I started looking at WiFi, but it's not that. It's not immediately clear, and I had not checked it out before as it's an expensive smart plug. but the wiser smart plug extends the signal from the hubr unit. This then extends the zigbee network connection.
So what do we do when the above doesn't work? I have several issues but one is trvs constantly losing connection, one of them that does this every couple of days is less than 4 meters from the router and even less from the hub. Batteries less than 4 weeks old and the only way to get it back on is to reset it, delete it from the app and start the installation process all over again. Why did I pay all this money for something that for the most part never does as it should?
Trvs set to off call for heat when other trvs come on, all trvs ignore the set temperature.. Soem rooms don't coem close to the set temperature and others go so far above it rooms become saunas. Nobody replies to emails so support is non existent, I feel completely ripped off.
I have started facing similar issue quite frequently and it feels silly that the system which is working starts behaving like that
https://schneider-electric.zendesk.com/hc/en-gb/articles/360014327237/comments/9587165332637
In this case the batteries are draining very regularly as well
I have a symptom of this same problem. The TRVs work fine in the app. They have full battery and are connected to the hub (ie there is no missing value on temperatures). Some of them work flawlessly, others just appear to do what they want. Appreciate the various methods of taking the battery out, recalibrate, etc but believe me...wouldn't have taken the time to post a message in hear if I hadn't tried all of those things. At the moment I have 3 radiators that pay no attention to their directions. Dropped the heat to 9 degrees, took them off schedules, they still are following the lead of another zone in the house. And it isn't for lack of signal, I have 3 of those gbp plugs. It's disappointing you could spend this amount of money and get no support. I'd love to see an answer from Wiser on this thread.
This is really the worst smart heating system. Similar problems. One room at 24C other rooms barely 20C. Except a thermometer on top of the thermostat says a totally different temperature to the thermostat. Cant get a signal literally 5meters away from the hub, to a plug I hoped would work as a repeater after support said it would help.
My thermostats keep going off line, changed the batteries, reset etc etc tried everything…unfortunately still keep going off line..this system has been nothing but problems from day one…a very expensive mistake. Really poor system.
I had the same problem, 3 of my 6 TRV's suddenly showed as "No connection" no matter what I did I could not get them to reconnect. I have just installed a Wi-Fi mesh system, could this be the cause I wondered. We'll just in case I powered all the mesh hubs off a lo and behold my 3 errant TRV's connected.
Some research told me that the Wiser system uses the Zigbee protocol to communicate and it does this on the 2.4GHz band the same band as Wi-Fi which coincidentally was absolute pants on the Mesh system. So now more trial and error to pick a 2.4GHz channel on the Wi-Fi that does not interfere with the Wiser. Unfortunately as far as I know it is not possible to see a Zigbee network with a standard Wi-Fi sniffer.
It would be most useful for the technical among us to know what channel the Wiser system uses or does it scan before it decides?
Follow up.
I have spoken to Drayton support now and very helpful they were too.
I was right in that the Wiser hub uses the Zigbee protocol and that it uses the 2.4GHz band. It is NOT possible currently to see what channel the hub is using but Drayton support can tell you this when you call them. It also turns out that on initial set up of the Wiser hub or after a factory reset it will choose the least crowded channel but once set that is it until a factory reset.
My Wiser hub was using channel 13 which is what I had set my mesh system to use hence all the "No signal" errors with my TRV's. It is very unfortunate that a standard Wi-Fi sniffer cannot detect the channel the Wiser hub is using but for those technical fokes out there that like to delve into their Wi-Fi settings on routers, mesh systems and the like I would recommend talking to Drayton technical first.
You have the worst technical support I have ever encountered. Your customer service practically doesn't exist, and trying to contact you is nothing short of a miracle. This online technical support of yours is a sad joke. I have no idea who designed your Support Hub, but clearly, their goal was to mislead the user as much as possible and provide the least amount of information on operating your devices. For the high price users pay for your devices, which perform worse than the cheapest systems offered by the Chinese on AliExpress, you should be available 24/7 by phone. Why don't you have any Chat or Bot for quick online contact? Your FAQs don't sensibly answer any questions. Why don't you respond to any user questions on the forum?
Why don't you respond to any user emails?!
This is borderline fraudulent, and it's high time some regulatory body took a good, hard look at your practices.
D Rejmer please refer to response from M D Brown as that may help
I have the same problem as described, In my villa I have 14 TRVs installed and after some weeks some TRV stop reporting and respond (Ack) to set values. I then tested in Home Assistant by adding a few TRV to my zigbee2mqtt HA plugin where I can see that cached battery status is green, signal strength is over 200 but no messages is receieved from the TRV. Did remove battery, and when reinserting the moddle LED is green which I assume is paired, Very strange, I have not contacted support in Sweden yet but I have bad feeling that the cannot help out here. to bad
Article is closed for comments.