Honeywell Home T5 and T6 WiFi thermostat connection failure

[@Kendude44]

Our app was working fine until it was upgraded to the "Resideo" app. When we first opened the new app, it said system offline, I tried resetting the Wi-Fi configuration, Got stuck in a loop, at first it asked me to turn off airplane mode, then it told to look for the thermostat in the Wi-Fi connection, and connect to it, then it asked me to punch in the 4 digit number into the app, then it started communicating with the thermostat and it showed a list of my Wi-Fi connections, I chose the correct one, typed in the password, then it went back to communicating with the thermostat, then it said it was attempting to connect the thermostat to the Wi-Fi, then it AGAIN prompted me to connect to thermostat AGAIN, then it said it could not connect the thermostat to the Wi-Fi, asked me for the password again. No matter what device I tried to use to get the thermostat online, it just kept running me through this loop! Now when we launch the app, NO thermostat shows, and we were completely unable to add the thermostat back because of the STUPID loop! So simply put, we are completely unable to use the app. PS turning on airplane mode and turning off the "WAC" setting in the thermostat did NOT help...

[@ResideoSupport]

Hi Kendude44, we'd be happy to help get you connected so you can manage your thermostat remotely. When you have a moment, please reach out to us at 1-800-633-3991, or through Twitter or Facebook under Honeywell Home. -Jerry

[@Cupcardriver]

Absolute worst programming of a T Stat. Drops at will, then takes up to 3hours and a few hundred tries to reconnect. At some point for an unknown reason it finally connects. This has been 2.5hrs so far. I have commercial grade WiFi in my home. Buy another TStat, you’ll want to throw these into the garbage.

[@waterhawksfan3940]

Seriously, a talking How To video. I agree with others, my experience with this T5+ is disappointing, it's WiFi, menu, etc seem very haphazardly done. I went to the Honeywell support page to find how to 'reconnect' my WiFi (that hasn't changed and every other WiFi device I have still works fine) and the info references items such as going to my account. I guess one has to have an account or listen to this video that show still images to try and fix a lost connection. Video wise, I like to think this wasn't because Honeywell couldn't get a good live action type video of correcting a failed WiFi due to the difficulty, but hey, I don't know. Also, I don't know why the actual unit's menu features doesn't show the model number under the device info, just the MAC address, but again I will speculate that this was basic oversite by Honeywell presuming people will write down an actual model number, pull it off the wall, or never have acquired one already existing in a house they buy. Well, enough rambling, maybe I just need to reset the whole unit, see if any updates exist, reprogram it, etc. I do know I'll avoid buying any Honeywell WiFi product for fear it works like the T5+ I have and not like other "user friendly" products like my tablet, Laptop, TV, etc .. even inexpensive items such as Firestick, Roku, WiFi speakers which are way less pricey but have solid and easy to set up WiFi. Given there's other brands, I may just trash this one (so others needn't have my experiences) and pick up a better known brand, my kid has one and laughs about the issues my T5+ presents, this Video doesn't aid in one bit the issue I'm having with the unit.

[@patricksmith21]

I have been waiting for 90 min for support to answer their phone. Worst customer service in the world!!!!!

[@jeffroyed761]

I love how Honeywell blames my router. Reset/restart your router. Why do I need to reset/restart when all my other dozens of devices can connect just fine?

[@ResideoSupport]

Hi Jeff, this is one of our recommendations to reestablish the communication. If you need further assistance please feel free to send us a DM to our Honeywell Home Facebook or Twitter account with the details and we will be happy to help. -Maria

[@Kendude44]

Exactly Jeff, Ours worked for close to two years and then all of a sudden the app says system "offline". Tried SEVERAL times to get the T6 thermostat to reconnect to the Wi-Fi, And now our app doesn't even show the thermostat anymore! Even reset the router, NOTHING worked Now we can't even use the app...

[@ResideoSupport]

Hi Kendude, we're more than happy to take a look at this for you if you'd like to please feel free to reach out to us on Facebook/Twitter with a private message. We look forward to hearing from you soon. -Jim

[@Kendude44]

@@ResideoSupport, I ended up having to do a factory reset on a thermostat and then it finally worked, but then we lost our AC. I think it had something to do with that not knowing how to set up the thermostat for the system we had. I went into the settings a second time and change it to heat pump cuz I remember the people that installed the system told us that's what kind of system we had. It still was blowing hot air, so we just turned the whole thing off and left it alone until the morning and then we turned it back on and it started working, so only God knows. I wouldn't think that the thermostat would stop the air conditioning from working correctly...

[@CKLewis]

We just bought a Lennar Home and it came with this T6 Pro. Damn thing will not connect to our high speed internet. I am so frustrated I almost smash the damn thing. This is supposed to be a smart home but this thing is junk. From all the research I have done it appears a lot of other people feel the same way.

[@johnmaliga2359]

This is an odd attempt at a solution. Knowing the IP address might give you a hint as to whether you're connected or not, but it does not solve the problem. If your app fails both ways of trying to "reset your wifi" (in the hamburger menu), it is likely that your thermostat is bumping into other devices on the same channel of your 2.4G wifi. Of course, make sure you are using your app while connected to the 2.4G and NOT the faster 5G wifi. Then unplug your thermostat face plate from the wall mount. After that is done, go to your wifi router and cycle it (turn it off or unplug it for at least a full minute). After restarting your wifi modem, wait until the wifi network is available again (which may take up to 5 minutes) and THEN plug the faceplate of your thermostat back into the wall connection. Waiting a little longer after each step won't hurt. Your wifi modem will then automatically assign your thermostat to a free channel on the 2.4G band. Removing the faceplate is sometimes hard and for those of you who are not technically inclined you might take some care in removing and replacing the faceplate as there are over a dozen pins connecting it to the wall mount unit. You don't want to bend or break any of those pins, but moving slowly and being aware will help you remove and replace it successfully.

[@mrdudesmooth]

I can’t get mine to connect and I’ve tried it on 3 phones and 2 tablets

[@ResideoSupport]

Hi there, feel free to reach out to our support team at 1-800-633-3991 or you can send us a private message on our Facebook or Twitter page under "Honeywell Home". We're here from 9 am to 6 pm Monday to Friday and on weekends till 5 pm CST. We'll be glad to assist you. - Laura

[@sarah100200100]

I'm never buying a WiFi controlled boiler again.

[@candiceweber6356]

Airplane mode didn't work for me. I have an IP address. But it keeps kicking out. Can't get it to sync to wifi. :((

[@bomatdaman]

I have six T5 thermostats in several family member homes. I like the thermostat, HOWEVER, as others have said, the WiFi connection logic is deplorable, unstable, and unreliable. For example, two identical thermostats setup identically in the same house near the router worked fine for 1 week and then one of the two went "Offline" and never returned despite trying the troubleshooting tips. I am remote and don't want to have to deal with this. Resideo needs to push new firmware to these units to fix the WiFi connection problems. Otherwise, the units are solid because we know Honeywell knows how to make thermostats.

[@wcac31]

did you ever resolve? I have the same problem.

[@ResideoSupport]

Hi, feel free to message us the the full model number and mac id and we can take a look at the unit. 1. At the thermostat select menu. 2. Arrow to device info. -Joey

[@tikitommys9164]

Nonexistent support! The toll-free number didn’t work for the longest time then they switched it to a different number. When you call that number they say the hold time is over 30 minutes. I held for over 45 minutes and gave up.

[@ResideoSupport]

Hi, We apologize you experienced this, can you provide us with the product number your having troubles with? -Joey

[@ResideoSupport]

Hi, thank you for contacting us with this. If you're still having this problem, please reach out to our team directly via Facebook or Twitter so that we can take a closer look at this. We're happy to help and look forward to hearing from you soon. -Jay

[@afrvanderheijden5897]

Did setup a new wifi network and the thermostat is not connecting. Did follow the procedure with app but on the display 'connecting' keeps blinking. Should I select the 'TSTAT ...' network in the app or my new wifi network. What a hassle!

[@Bibleteacher]

Really? Reset the router? No IP address. I bought a new home with 3 of these thermostats. None of them will connect to the internet, not even after chatting with your support team. Never use these devices! I'm shocked my builder used them. They are known to have loads of problems.

[@ResideoSupport]

Hi Bill, we're sorry to hear you're having trouble with connection. Please let us know if we can assist. -Joey

[@Firecoach4414]

I followed the instructions. My t-stat says N/A for IP address. Not a good IP address, not a bad IP address. IP address N/A. What do I do now?

[@ResideoSupport]

Hi Don, please go to the thermostat Menu, then select Wi-Fi and make sure that it is On/Enabled. If the Wi-Fi is on, and you are still experiencing difficulties please feel free to contact our tech support team at [phone] or on social media, we will be happy to help with reconnection. -Maria

[@josephfriday2661]

I’m having the same problem.

[@1982Nels]

I have a T6 Pro, customer support suggested I find out if my router is 2.4 or 5Ghz. I did that, actually killed the 5Ghz broadcast. Same exact error, the one shown at the start of this video. First of all, why can't you make a tstat that handles 5Ghz? That has long been the standard for home routers. (Also, customer support kept calling it "5G" which is a cellular technology and nothing to do with routers). I guess the T9 and T10 both can handle 5Ghz. T10 looks really complicated.

[@ResideoSupport]

Hi, are you receiving this error using an Apple or Android device? -Joey

[@1982Nels]

@@ResideoSupport Android

[@ResideoSupport]

Hi 1982Nels, we thank you for sharing your experience with us. It's correct, the T9 and T10 thermostat work with 5 GHz and 2.4 GHz range networks. If further questions arise, please contact us at 1-800-468-1502, or through Facebook and Twitter under Honeywell Home. -Charlie

[@BakedTuber]

My Honeywell Home APP just keeps saying syncing with thermostat but never does! Everything else is fine. I can turn the hot water on. What do I need to do?

[@michaelkroeger1919]

Did you ever find out? I'm having the same issue.

[@BakedTuber]

@@michaelkroeger1919 No. I bought a NEST instead. I contacted the help desk a few times but they weren't very helpful! It will only use the hot water channel now so I can use it to switch something.

[@mychalt6]

too complicated

[@jekylltraveler]

reset your router? How dumb.

[@philreece3084]

I have been trying to get this to work for about three days now. Turning the Airplane mode on did the trick.

[@b.j.555]

Me too

[@mrdudesmooth]

What do you have to do once it’s in airplane mode?

[@ResideoSupport]

Hi there, feel free to reach out to our support team at 1-800-633-3991 or you can send us a private message on our Facebook or Twitter page under "Honeywell Home". We're here from 9 am to 6 pm Monday to Friday and on weekends till 5 pm CST. We'll be glad to assist you.

[@cipcirip17]

This is useless