Rookie

Thermostat Failure to Connect Issues

[ Edited ]

My Thermostat fails to connect to my app and control panel. "Communication Failure" every couple of hours. It usually does this conveniently 1 or 2 days after the technician comes out to my property to fix it. I have rebooted my system, reset my router and have replaced the batteries in the thermostat so many times I cant even remember. I've had technicians visit and replace the actual thermostat, move my router closer and reset everything. Everything else works - the cameras, the smoke alarms, the alarm but the thermostat which is the MAIN reason I got this system is not working. I have now given up. I cant do another 30 min phone call where I am told to "reboot your touchscreen". So my question is: Has anyone had much success using Nest for their Thermostat?

7 REPLIES
Expert

Re: Thermostat Failure to Connect Issues

Copy and paste the modems signal level and error log pages from 192.168.0.1 or 192.168.100.1

Let's see if the coax side is reliable...

 

Next issue can be the furnace itself, some have marginal current  available as they were designed for contact closures and not to power external devices, the thermostats had to have batteries in them to make up the difference.  TWC is not an HVAC contractor and might not have a clue.

 

Are you talking to the actual intelligent home support people.?

 

Rookie

Re: Thermostat Failure to Connect Issues

[ Edited ]

Thank you MsRaye,

 

Some comments, questions below.

 

1. I'm not having any luck obtaining my modem signal level & error pages. I keep getting a "403 Forbidden" using the default IP from this link. http://www.speedguide.net/routers/netgear-wnr1000-n150-rangemax150-wireless-router-289

 

2. I'm using a Netgear WNR1000 router. http://www.speedguide.net/routers/netgear-wnr1000-n150-rangemax150-wireless-router-289 The router login keeps asking for the login/pw even after I enter it.

 

3. I am using an Airport Extreme Apple Wifi connected to the the Netgear modem. Should I connect directly to the Netgear router to obtain those pages?

 

4. My HVAC is pretty old - so that might be the problem. It pre-dates any of these remote devices.

 

5. I have spoken to TWC Intelligent Home so many times and keep getting the international IT help response "Have you tried restart"

 

 

Expert

Re: Thermostat Failure to Connect Issues

[ Edited ]

Not the router, get the modem errors and signal pages from the IP addy's I posted, If they're marginal and resetting, it affecys everything else.

 

Older furnaces are better, they used high current relays that provide a lot more power for programable thermostats.

Do you also have A/C?

The thermostat get's it;s power from the gas valve, Fan relay and A/C compressor circuits ( White, Green, Blue wires). Are any of these powered down for the winter? Is this a 2 stage or heat pump system? Heard TWC has miswired those...

 Next issue might be the furnaces heat circuit which was wired thru a hi temp (plenum) cutoff, it breaks the heat wire  to open the gas valve circuit and causes the thermostat to lose power. This will happen if you bump up the temp and the furnace runs longer than normal to bring up the temp. Make sure filters are new and cold air returns aren't blocked and all registers are open, Also, fan might need to be set to higher speed. If not obvious, call an HVAC service co out, the limit sw might be bad or there could be a hole rusted/ burned thru the plenum Robot surprised.

 Also, if your on Nat gas and it's the dirty stuff from local wells, the combustion side might be loaded with soot and needs to be cleaned out. We have that problem here and the gas co refuses to do anything about it, some new furnaces mfg's void the warranty.

 

 

Rookie

Re: Thermostat Failure to Connect Issues

My HVACis an oil burner and is pretty old. The fan is not connected (its manual). It is long overdue for a proper service or replacement.

 

Btw router Info - might be way too much information here:

 

DOCSIS(CM) Events

 

Date TimeEvent IDEvent LevelDescription
12/27/2015 18:15680103004DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=08:3e:0c:02:5c:02;CMTS-MAC=00:01:5c:80:bc:57;CM-QOS=1.1;CM-VER=3.0;
12/27/2015 18:15680106006DHCP Renew - lease parameters tftp file-?BEWGCzoIPgwCXAIKWMq5@CljKuSgAuXKJJ+jHDqEl2buEHMfYFj5v modified;CM-MAC=08:3e:0c:02:5c:02;CMTS-MAC=00:01:5c:80:bc:57;CM-QOS=1.1;CM-VER=3.0;
12/29/2015 19:37840202005Lost MDD Timeout;CM-MAC=08:3e:0c:02:5c:02;CMTS-MAC=00:01:5c:80:bc:57;CM-QOS=1.1;CM-VER=3.0;
12/31/2015 6:15680103004DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=08:3e:0c:02:5c:02;CMTS-MAC=00:01:5c:80:bc:57;CM-QOS=1.1;CM-VER=3.0;
12/31/2015 6:15680106006DHCP Renew - lease parameters tftp file-?BEWGCzoIPgwCXAIKWMq5@CljKuf_PkX5LD0g7rrRNrIZ3orzKJf__ modified;CM-MAC=08:3e:0c:02:5c:02;CMTS-MAC=00:01:5c:80:bc:57;CM-QOS=1.1;CM-VER=3.0;
12/31/2015 7:37840202005Lost MDD Timeout;CM-MAC=08:3e:0c:02:5c:02;CMTS-MAC=00:01:5c:80:bc:57;CM-QOS=1.1;CM-VER=3.0;
12/31/2015 9:32900000004MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=08:3e:0c:02:5c:02;CMTS-MAC=00:01:5c:80:bc:57;CM-QOS=1.1;CM-VER=3.0;
12/31/2015 9:32820002003No Ranging Response received - T3 time-out;CM-MAC=08:3e:0c:02:5c:02;CMTS-MAC=00:01:5c:80:bc:57;CM-QOS=1.1;CM-VER=3.0;
1/3/2016 19:54680103004DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=08:3e:0c:02:5c:02;CMTS-MAC=00:01:5c:80:bc:57;CM-QOS=1.1;CM-VER=3.0;
1/3/2016 19:54680106006DHCP Renew - lease parameters time server-24.24.53.96;tftp file-?BEWGCzoIPgwCXAIKWMq5@CljKuaG+k_KDr8RV2XuOF+oGna1pRn1X modified;CM-MAC=08:3e:0c:02:5c:02;CMTS-MAC=00:01:5c:80:bc:57;CM-QOS=1.1;CM-VER=3.0;
1/6/2016 13:32820002003No Ranging Response received - T3 time-out;CM-MAC=08:3e:0c:02:5c:02;CMTS-MAC=00:01:5c:80:bc:57;CM-QOS=1.1;CM-VER=3.0;
1/6/2016 13:32820003003Ranging Request Retries exhausted;CM-MAC=08:3e:0c:02:5c:02;CMTS-MAC=00:01:5c:80:bc:57;CM-QOS=1.1;CM-VER=3.0;
1/6/2016 13:32820006003Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=08:3e:0c:02:5c:02;CMTS-MAC=00:01:5c:80:bc:57;CM-QOS=1.1;CM-VER=3.0;
1/7/2016 7:54680103004DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=08:3e:0c:02:5c:02;CMTS-MAC=00:01:5c:80:bc:57;CM-QOS=1.1;CM-VER=3.0;
1/7/2016 7:54680106006DHCP Renew - lease parameters time server-24.29.158.16;tftp file-?BEWGCzoIPgwCXAIKWMq5@CljKuaYO4ZavJGLuQ0nKxcb8I+Q5mPGn modified;CM-MAC=08:3e:0c:02:5c:02;CMTS-MAC=00:01:5c:80:bc:57;CM-QOS=1.1;CM-VER=3.0;
1/8/2016 22:03900000004MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=08:3e:0c:02:5c:02;CMTS-MAC=00:01:5c:80:bc:57;CM-QOS=1.1;CM-VER=3.0;
1/11/2016 14:58680103004DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=08:3e:0c:02:5c:02;CMTS-MAC=00:01:5c:80:bc:57;CM-QOS=1.1;CM-VER=3.0;
1/11/2016 14:58680106006DHCP Renew - lease parameters tftp file-?BEWGCzoIPgwCXAIKWMq5@CljKubarAtV4l_DkUQBf03eS0aKBJKd7 modified;CM-MAC=08:3e:0c:02:5c:02;CMTS-MAC=00:01:5c:80:bc:57;CM-QOS=1.1;CM-VER=3.0;
1/15/2016 2:58680103004DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=08:3e:0c:02:5c:02;CMTS-MAC=00:01:5c:80:bc:57;CM-QOS=1.1;CM-VER=3.0;
1/15/2016 2:58680106006DHCP Renew - lease parameters time server-24.24.53.96;tftp file-?BEWGCzoIPgwCXAIKWMq5@CljKue6YNMoCbct5jYdeCsVtGX88iLs1 modified;CM-MAC=08:3e:0c:02:5c:02;CMTS-MAC=00:01:5c:80:bc:57;CM-QOS=1.1;CM-VER=3.0;

 

 PacketCable(MTA) Events

 

Date TimeEvent IDDescription
11/13/2015 21:1014Power Supply Telemetry Log - BATTERY MISSING
11/13/2015 21:103Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
1/1/1970 0:0014Power Supply Telemetry Log - BATTERY MISSING
11/25/2015 21:2965517ConfigFile - BadParam
11/25/2015 21:2916MTA TFTP: Successful
11/25/2015 21:2926MTA PROV: Successful!
11/25/2015 21:293Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
11/25/2015 21:2914Power Supply Telemetry Log - BATTERY MISSING
1/1/1970 0:0014Power Supply Telemetry Log - BATTERY MISSING
12/12/2015 7:5065517ConfigFile - BadParam
12/12/2015 7:5016MTA TFTP: Successful
12/12/2015 7:5026MTA PROV: Successful!
12/12/2015 7:503Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
12/12/2015 7:5014Power Supply Telemetry Log - BATTERY MISSING
1/1/1970 0:0014Power Supply Telemetry Log - BATTERY MISSING
12/15/2015 7:5465517ConfigFile - BadParam
12/15/2015 7:5416MTA TFTP: Successful
12/15/2015 7:5426MTA PROV: Successful!
12/15/2015 7:543Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
12/15/2015 7:5414Power Supply Telemetry Log - BATTERY MISSING
1/1/1970 0:0014Power Supply Telemetry Log - BATTERY MISSING
12/31/2015 9:3265517ConfigFile - BadParam
12/31/2015 9:3216MTA TFTP: Successful
12/31/2015 9:3226MTA PROV: Successful!
12/31/2015 9:323Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
12/31/2015 9:3214Power Supply Telemetry Log - BATTERY MISSING
1/1/1970 0:0014Power Supply Telemetry Log - BATTERY MISSING
1/8/2016 22:0365517ConfigFile - BadParam
1/8/2016 22:0316MTA TFTP: Successful
1/8/2016 22:0326MTA PROV: Successful!
1/8/2016 22:033Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
1/8/2016 22:0314Power Supply Telemetry Log - BATTERY MISSING
Expert

Re: Thermostat Failure to Connect Issues

Ok, I don't see a lot in the log other than where i think you reset it as well as a T3...

 

Ok, are there only 2 wires, a red and a white on the thermostat?

And you don't have central air?

 

 

oil furnaces have an ignition circuit that generates a lot of noise... usually a mechanical contactor on the injection burner induction motor. It also has a plenum overheat detection switch that opens the thermostat circuit killing the burner induction/ injection.

 

Rookie

Re: Thermostat Failure to Connect Issues

Hi - I have a white W1 and red RH. I ended up buying a NEST unit and have not looked back. Its easy to install and it it has not given me any connection issues. It also has more options to program your settings and time away. So I strongly advise anyone using the TWC Intelligent Home system who are tired of multiple technician visits and no results to switch to Nest for their thermostat. Cameras, smoke alarms etc is fine for TWC. I alos prefer that Nest connects directly to my wifi and I have control over that connection with having to rely on TWC.

 

Expert

Re: Thermostat Failure to Connect Issues

If you fail to pay, they can turn off your heat , lights and security...

 

red/ white is heat only, no a/c or blower wires (green/ Blue)

Some new furnaces have very low current on those leads and require special thermostats. Or ones with batteries in them

the reliable  80 year old technology is rapidly leaving.