New Relay configured via USB created invisible second Home in API
I recently faced a hardware failure with a Netatmo Relay that was previously working properly. Based on my diagnosis, I believe the power supply failed. Regardless, I purchased a new set (Relay + Thermostat) and attempted to associate it with my account. Here are the steps I took:
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I removed the old Relay from my account.
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I added the new Relay to my account. Since the mobile app process failed, I had to use the Netatmo Therm setup wizard on my computer by connecting the Relay via USB cable.
The wizard indicated that the device was configured successfully; however, it does not appear in the mobile app.
Functionally, the hardware seems fine:
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The Thermostat communicates with the Relay.
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I can manually control the setpoint, and the Relay correctly triggers the boiler on/off.
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After some time, the Thermostat defaults to a standard setpoint of 17°C.
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I can confirm network traffic between the Relay and Netatmo servers in my router logs.
The Root Cause (API Diagnosis):
Upon checking the Netatmo API /homesdata endpoint, I can see that my account now has two "homes".
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Home A (Visible): Contains my existing Netatmo Weather devices.
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Home B (Invisible in App): Contains the new Relay + Thermostat.
The app and web interface only allow me to access the first home. The second home is completely inaccessible in the UI, despite containing active, configured devices.
I submitted ticket #3402296 last Friday, Jan 9th, but have received no response. I need a solution for this API/Account sync issue immediately. Please advise on how to merge these homes or make the second instance visible before I am forced to return the product and switch to a different brand with better support.
Thank you,
Opmerkingen
7 opmerkingen
I have the same exact issue, but worse. In the online dashboard I only see one home, the undefined one, and inside the app (which I unfortunately deleted) I can only set a new device, which I don't want to do.
I will be forced to return my new products as well if this does not change.
Yes. Same here. I can't see the 'hidden' home in either the app or on the web. My other Netatmo device is a Weather Station. I'm considering removing this device from my current account, deleting my account, and creating a new one to re-add all my devices... hoping that they will finally all configure into a single home.
Otherwise, I'll have to wait for a reply from Netatmo support, though it seems difficult to get a response.
Today is Friday the 16th. It has been a week since I opened a ticket that hasn't even been answered. Does anyone know an email address where I can file a complaint? This is without prejudice to my contacting the consumer protection authorities in my country to file the appropriate report
I opened a ticket Jan 8th and still no response either, but if you want to contact them directly you have to go in one of their FAQs post which most describe your issue, scroll down and click on "Submit a request". But as I said, they haven't responded to me in more than a week and I doubt that they will at this point. I'm giving them a few more days and then I will return my products and sell the ones that I cannot return anymore.
Impossible to contact Netatmo support. No ticket attended. No one from Netatamo answering this post...Netatmo est une ordure.
9 days since I opened a ticket and nobody has even answered. Beware of the lack of support on Netatmo products! You're alone in the wild!
Someone from Netatmo support finally contacted me — 11 days after I opened the ticket. But only to ask me if I could try renaming the home. Something obviously impossible if the app won’t let me switch homes (probably because the hidden one has no name). And they even referred me to a video of the old Netatmo app, not the new Control one. Just like that. After such a display of knowledge from the support department, I suppose I’ll have to wait another 11 days for their next reply… either another question or a canned response. I recognize this way of doing things from the support department — they buy time at the expense of wearing down their poor customer. In any case, if I manage to figure out how to fix it, I’ll report back.
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