WarmUp underfloor heating is being blocked by your router, firmware has changed according to Warmup.

[ChrisWarmUp]

I use under floor heating from WarmUp. About three weeks ago connectivity via their app on my network failed on the older thermostats called 41e (later stats still work). I carried out all usual remedies but no joy. WarmUp say they are in touch with SKY to find a work around to a recent firmware upgrade you have introduced. WarmUP have many SKY users and we are getting frustrated. WarmUp asked me to write thisemail to help push things forward.

[Daniel0210]

@ChrisWarmUp 

Sky don't use email as a general method of communication and you aren’t talking to Sky Customer Services here. This is a forum where customers try to help other customers.  

If the underfloor heating company are already conversing with Sky I'd leave them to it. 

[Chrisee]

@ChrisWarmUp I have drawn Sky's attention to your post which coincides with another heating app having issues see here

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[Chrisee]

@ChrisWarmUp can you check if disabling Sky Broadband Shield in the MY Sky app makes any difference please.

[Kassie3]

I have the exact same issue! My Warmup 4iE stopped working a couple of weeks ago. I can see the device is attached to the router but the thermostat says error connecting to the internet. When i mobile hotspot the thermostat I have no problem. I tried to reserve the devices IP address and change the wifi security and it made no difference.

I look forward to seeing what the resolution is! I paid a lot of money for my underfloor heating and want to be able to switch it on and off without a problem to save money!

[flyingmatt]

I'm in the same boat. No communication with the thermostats after my router updated last week. Warmup are pathetic at communicating with customers and sky deny any knowledge or responsibility. We are stuck not being able to control our room temperatures

[GD1]

@flyingmatt  Have you tried the steps as per @Chrisee  post?

[kkudi]

Have the same issue here. 

shield is off for me and still not working 

[kkudi]

Warmup are advising to speak to the customer priority team which I have no idea how to get a hold off. 

the tech broadband team have no idea about this and don't know what sky priority is. Apparently something was changed on Nov 3rd and Sky has advised Warmup for customers to get in touch with Sky. 

[Kassie3]

This morning I switched off shield and it made no difference. Additionally, I assigned the thermostat a permanent IP address so that in the security and firewall settings, i can allow all communications in and out. It made no difference. 

There must be a security setting that I am missing which is not allowing the 4iE thermostat to speak with the outside world.

[flyingmatt]

Yes, tired that - sheild  is now off and kids can watch YouTube again but I can't control my thermostats.  Cheers for asking 

[JasonMCorbishley]

I have the same issue. As soon as i connect my Warmup to a mobile hotspot everything works. Sky 1st line draw a blank. Can anyone from Sky offer any help to resolve this issue as its about to get very cold?

[JasonMCorbishley]

The 1st line team have today created a case for escalation. This is assume is to an engineering team in an attempt to find a resolution. It seems that todate nothing has been rasied so its important you all put calls in to support to add urgency to the excalation. 

[flyingmatt]

I'm not surpirised. Warmup tech support is dire. Thnaks for your efforts

[KevNewMedia]

Hi Everyone

Thank you for highlighting this problem.

I can confirm that we are investigating this issue and as soon as we have more information, we will post here.

I'm marking this thread as answered, so that if the thread gets bigger, it's easier for people to get the most up-to-date information.