Ideal Boiler Touch Connect Discontinued Early

Recently had an ideal boiler installed with smart ideal touch thermostat. It’s meant to be able to control the heating over the internet whist your away. It doesn’t work. In addition the thermostat for use at home is slow to react and has a lot of overshoot. I contacted ideal support several times and all they could suggest is that I get a replacement from another company like hive/nest. They stated the touch although new was being replaced at some stage. However, it’s still advertised on their website as a viable product. Seems they brought this smart stat out too early and it’s a failure

@shambolic is probably best placed to answer this

Did you get an engineer out to test or replace it under warranty? if not why?

I have 5 of them in my van so they can be replaced. It’s now a 5 yr old product and is being replaced by the new Model called Halo.

They told me that they could not send an engineer because they had none in stock and they were no longer being made sand had no idea when new model would be released. They suggested I apply to the fitter for a refund and buy a hive or nest thermostat. The equipment gas only been installed a few months. The worse service I’ve e er come across. I’ve sent a complaint tonite. Will keep you updated. Thanks.

Even the schedule shows 2 Sunday’s and Mondays, the settings in the app bear no relationship to that displayed on the indoor round thermostat. See photos for schedule display.

shambolic said:

I have 5 of them in my van so they can be replaced. It’s now a 5 yr old product and is being replaced by the new Model called Halo.

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Cant wait till you have a customer that needs two and you have to say Halo Halo

For your info the room stat controls the boiler ok although seems slow to react to room temperatures. It’s the internet side where the app on my iPad has no control over the boiler nor does the temperatures it shows resemble those on the thermostat dial. They said it was the small white box that plugs into my router that was the likely problem but have none in stock as I outlined previously. thanks again.

I've just purchased a nest to replace the Touch Connect on my Vogue boiler which I've had a for a few months and have run out of patience with.

It's basic but it kind of works OK using just the room thermostat and a timing schedule.

My issue is the app, it's totally hopeless.

When you switch between any of the 3 modes on the app, the screen often switches instantly, then switches back a few seconds later. Sometimes the boiler responds to the command, sometimes it doesn't. That's frustrating but not the end of the world if I'm in the house and can tell what the boiler is doing (but then why do I need an app?) but when I know that this is the case then it's useless when I'm out. I have no idea whether I've successfully switched it on/off or not.

This is a fairly standard state of affairs after using the app to switch from e.g. auto to manual (on). Yes, I gave it time for everything to catch up:



It also logs you out for no reason and doesn't even save the username let alone the password. Infuriating. If you forget the password you can get it to send you a password reset code - which is a 13 digit random alphanumeric key that you then have to enter into the app not once but twice in a row to reset the password. It's more secure than my online banking. WHY? Just use a 4 digit number for this and put an option in for me to say 'FFS it's just my boiler, I'm not that bothered about its online security, just let me disable security or never log me out on this device for any reason, ever, until the heat death of the universe'.

I'm always getting emails from the system saying 'your touch gateway has gone offline' when I'm sat there using the internet.

The app reviews (2 star average, including some obvious 5 star shills) on both Google and Apple app stores repeating the same as me say it all. Wish I'd checked that before buying.

Ideal, if you're reading this: You must know full well by now that this thing doesn't work properly/as sold and it's pretty disgusting that you're just going to discontinue this product without at least making it functionally sound. I bought an Ideal boiler (and the boiler itself so far seems to be a cracking bit of kit which I'm happy with) to support a British manufacturer but if this is how you do business, I'll never buy any of your products ever again, neither will I let any of my family or friends. Next time I'll just go with the flow and buy German.

Get an actual software engineer to do the app for 'halo', rather than the work experience kid.

How is the nest working. Is it ok? Would you recommend it. Thanks Also did ideal refund your Touch purchase?

Hasn't arrived yet. But nest app has 4.5 stars on play across 45,000 users, and Google is an actual software (and hardware) company, a world class one, so make of that what you will.

I haven't had any contact with Ideal yet because I know what will happen, we'll do the merry dance of engineers coming round for a look and the thing behaving itself on that particular day, or replacement gateways or thermostats being sent and all sorts and never really get to any conclusion other than 'it's something to do with your phone or internet connection mate, the Touch kit is perfect, every other customer is delighted with theirs, so we can't do anything for you' and be a total waste of everyone's time and my sanity.

Besides, my contract is with the installer/supplier, not Ideal. Same outcome.

I'll probably just stick it on ebay and chalk it up to experience, I'll feel guilty doing it but if it's OK for Ideal to sell me something that doesn't work, it's OK for me to do it to someone else I guess.

Ideal...British the casing maybe but nothing else is, perhaps the labels too.
Remember that nowdays the vast majority of boiler "manufacturers" just assemble other manufacturers parts...virtually everything is designed and bought in from elsewhere.

Gasguru said:

Ideal...British the casing maybe but nothing else is, perhaps the labels too.
Remember that nowdays the vast majority of boiler "manufacturers" just assemble other manufacturers parts...virtually everything is designed and bought in from elsewhere.

Click to expand...

Yeah, appreciate that, but their assembly line is in the UK and keeps Brits in jobs.

Quite happy for their 'software' department to lose theirs.

Get someone who's actually literate enough to know the difference between [it's] and [its] to do the UI text next time too.

Amateur stuff.

It's shameful but so many leading organisations eg. the National Trust have completely given up grammar wise. Mrs GGs a professional writer...it drives her mad