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My Radiator Valve ORIGINAL is no longer reachable, what should I do?

The Radiator Valve ORIGINAL communicates with the Thermo Hub via Zigbee. If the valve appears as unreachable in the Home + Control app and the Thermo Hub is reachable, the cause is usually a lost Zigbee connection between the valve and the Thermo Hub.

What the app shows

When a Valve loses connection, the network icon on the Valve's display turns red, and an alert is displayed in the app.

đź’ˇProducts associated with the Thermo Hub (Thermostat ORIGINAL, Radiator Valve ORIGINAL, Thermo Link ORIGINAL, or Zigbee repeater) will continue to work in fallback mode even if the Thermo Hub is unavailable.

Steps to resolve

  1. Check that the Thermo Hub is powered on and connected to the internet. You can do that from the Settings of the mobile application:
    Settings > Manage my home > [Thermo Hub's room] > [Thermo Hub's name] > Identify.
    If the Thermo Hub is working as expected, its LED will blink blue for 5 seconds. 

  2. Check the distance between the Valve and the Thermo Hub. The Zigbee radio signal can be weakened by thick walls, metal structures, or interference from other wireless devices. Try to relocate the Thermo Hub to reduce the distance between the latter and the Radiator Valve.

  3. Check that the Valve has sufficient battery charge. The Valve cannot maintain a Zigbee connection with very low batteries. Replace the batteries if the low battery icon is displayed.

  4. If the Valve is still unreachable, detach the mechanical knob, remove the batteries, and put them back in to reboot the product. On reboot, the valve will try to join its associated gateway.

⚠️Do not perform a factory reset unless instructed to do so. A factory reset will remove the valve from your home and require a full reinstallation.

Improve the Zigbee signal with a repeater

If the Thermo Hub is too far from your Radiator Valve ORIGINAL, or if walls and metal structures weaken the Zigbee signal, you can add a Netatmo Zigbee repeater to extend the network.

Install the repeater between the Thermo Hub and the Radiator Valve ORIGINAL, in an area where it can receive a stable signal from the Thermo Hub. Once the repeater is properly installed, reboot the Radiator Valve ORIGINAL to force a reconnection. Cut the power and reactivate it. You can add several repeaters in your home as long as the number of mains-powered devices (Thermo Link and Netatmo Zigbee repeaters) does not exceed 8.

Updated

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