Smart devices keep going offline

[#1]

Hi Simon,

Did you ever end up finding a resolution for this? I've tried all the solutions from this thread and others I've found to no avail. I have the same radiators as you and the same problems, however, I use a different broadband provider. I even bought a mesh network and new router to see if that help but unfortunately the issue is still present. I suspect after reading this thread it is an issue with the radiators themselves maybe a bug in the software somewhere.

[#2]

Good afternoon,

Thanks for the message, funnily enough I was going to have another go at trying to resolve my issues but having read your message it seems you've got exactly the same issues and tried more expensive solutions than I ever did.
I totally agree it says to me that the issue/s is with the radiators themselves and not the set-ups we have.
I did contact Reina technical support on two occasions and absolutely useless to be honest.
It's a real shame as the radiators themselves are really good!.
I even tried connecting two to my router instead of all four as if I could have just controlled two via WiFi I'd have been happy but no they both went offline.
In the smart life app there is an option to check for an update to software but always says it's up to date.
I'm reluctant to spend a ton of money replacement the radiators with different ones when they work fine just not able to control them from my phone which is a massive disappointment.
I wonder if it's worth another message to Reina to see if they can assist or let us know if any software update is coming.
How many Reina Odets do you have?

[#3]

Just to let you know I've emailed Reina and explained everything again including your issues and asked about a software update to the Odet radiator as surely we can't be the only two customers with issues.
I'll let you know what they come back with.

[#4]

Ah amazing, thank you for emailing them, yeah I hope they plan to resolve the software somehow as I'm unsure I can refund them at this point nor do I want to go through the faff of finding alternatives as they are great radiators outside of this one issue. I have 4 reina odet radiators 3 x 2kw and 1x 1kw.

I previously reached out to my supplier when I thought it was just two to get them replaced but since then the other two started dropping connection as well. They did send me 2 replacements but I never got around to installing them as if 4 of mine have the issue (and yours do too) then it's highly likely these will have the same issue.

It's a massive pain for me as I work hybrid and spend half the week away from home so when they are left on and can't be accessed is a huge waste of money so hopefully reina takes your email seriously. But yeah please do, I'm eager to hear what they get back to you with

[#5]

I feel your pain as technically we've got smart radiators that aren't smart!!
I don't want to swap them out either as I'm happy with how they work and we're good value for money against others I'd looked at.
I did word my email quite strong especially now I know you have exactly the same issues as I thought at first it was just me.
I've asked them specifically will the software be updated as clearly it's got an issue but I've never seen a firmware update in the smart life app.
Surely Reina have tested it prior to release but who knows.
Perhaps other releases of radiators came with updated software.

I'll keep you updated.

[#6]

Not sure if this is any relevance but I've taken pictures of my radiator info on the side of them.

I've attached here but maybe yours are different.

I'm assuming Reina might ask for this info.

[#7]

Others definitely must have had issues though I'm surprised this was the only thread I found online about it. It was a relief knowing it isn't just me though as I'd tried so much including ip reservation etc.

I've had a look and mine are exactly the same as yours specifically I have 3 x EODT099W and 1 x EODT060W. All info is the same on there so we definitely have the same models.

[#8]

Evening,
I've had to chase up Reina as surprise surprise had no reply.
I've managed to find the technical e-mail address I used last time so copied them in and hoping they reply ASAP.

[#9]

Afternoon, just had a reply from Reina via there technical team.
Basically I've been advised to contact my retailer with a view to replacement under warranty.
I'm not overly keen on that idea mainly because mine were all hard wired in and other than WiFi issues they work fine.
As well as that I had to have three replacements initially as they all arrived damaged.
I'll go back to them and see what they say, I was hoping they would say they need a software update.
Can't see how replacements would work any better.

[#10]

This feels like such a cop out response because these as well will also have the WiFi issues present. I mean sure can keep requesting replacements but what's next after that? Maybe worth asking what happens if those replacements have the issues too. I also am not keen to go down that route as my initial ones arrived damaged too.

[#11]

Evening,
I've had a reply from Reina and they haven't answered any of my questions regarding software updates etc.
What they did say is that they believe the stock they have would have the same batch numbers so I'm not confident any replacements would work any differently.
They have advised me to contact my retailer who I purchased them from but not really sure what they could do.

I've emailed them and told they the situation and that I'd been contacted by another customer of Reina's with the same issues!.
I'll see what they say but to me it's some kind of software or hardware issue that Reina need to resolve otherwise they aren't fit for purpose.
Let you know when I've had a reply.

[#12]

Morning!
Appreciate the update, I'll have a think on if there's anything I can do to move the needle. Don't want to accept the reality of having to search for comparable radiators just yet. Hopefully they come back with a solution

[#13]

Afternoon!,
My retailer came back to me and this is what technical have advised, assuming this is Reina technical.

There'll be no update. We believe it's related with customer Wi-Fi connection or their router or their system.
Please let them know , we are still looking at the case, but replacement is going to be same batch.
We can collect for a refund but would be unable to replace.

This reply doesn't really help so I've gone back and said my internet service provider has worked with me and the experts on this forum to check all my connection and it works perfectly with no issues with anything else connected to it.
I've said that you've even tried a new router and a MESH network to no avail.
Like I said to them are we the only two Reina Odet customers with an issue.

I'll see what they come back with but it's disappointing that the manufacturer isn't getting hold of this and looking at the set up of these radiators and not our internal set ups.
Message you when I have an update.

[#14]

Is it possible to wake up the radiator from the app? Maybe by changing a setting for the radiator? (e.g. temp)

It may just be that this causes the wifi to wake up. There is mention of bluetooth too does it make a difference if that is enabled or not? 

When the radiator is connected is it fully controllable from the app as expected?

I was thinking what if the wifi disconnections was not a hub wifi issue and maybe the app tells the radiator wifi to go to sleep, or maybe the radiator tries to communicate and sometimes that fails and it goes to sleep and turns off wifi.

It seems the app/radiator *may* be using mqtt for communication. If SmartLife is using Tuya then their docs mention some ports and they also mention datacentres.

The ports mentioned are:

6668,6669, 7000,7001,8883,1883,443

Have you checked if the plusnet firewall is active? 

Maybe try temporarily allowing these ports to be open both tcp and udp and see if that helps?

TBH I don't know what the problem actually is but as you've tried loads of things maybe one of these might help?

[#15]

Hi, thanks for reaching out! I believe it is the same as tuya/uses tuya. Unfortunately when the radiators disconnect in the app you can't change any settings on them the only fix is physically being there and turning the radiators on and off at the switch. Restarting wifi doesn't it either. I can give it a go! I don't actually use plusnet but Simon does. I just stumbled onto this thread as was having the same issue will see it eero has the same settings to allow me to do that thank you!