nexora solutions Avis 46

Bought a salus RT310i for a Worcester Bosch boiler on recommendation from my plumber, and I have to say I regret making that purchase. The app is extremely buggy, doesn't work sometimes. I can't tell if my boiler is on unless I physically go and check. I wish they would update the app to add better functionality and performance, but seems like Salus can't be bothered.

Using the it500 since jul 2020, on whole its been ok, its buggy and has a bit of a lag when changing progs. Had firmware updates as well and i use it on iphone and android.

Today (12/12/22 cold n snowy) the controls on app refuses to work, its cold n snowing,luckily the thermostat is working manually but the app does not work and i cant control via internet, I can login n out but it does not show status of heating, i went online and logged in via portal, same thing, i can see set programs but no indication its controlling heating or heating is on or off.

Sent an email as there is no way to contact this co by phone, I hope its a problem at their end on the cloud and will be fixed but a decent company would put a message up on their website saying problems with the app and will be fixed soon but nothing from the co.

UPDATE: I managed to resolve the issue myself by removing the batteries and reinserting them, in effect rebooting the unit.

USELESS COMPANY, LOOKING INTO ANOTHER MANUFACTURER WITH DECENT SUPPORT.

I DO NOT RECOMMEND THIS COMPANY.

The T500 is fine system when it works but unfortunately keeps losing internet contact and difficult to reset when this happens.
I should add, however, that this issue may simply be a problem with cable broadband which is known to be intermittent occasionally. Nonetheless, should this happen, the system should be much easier for the user to reset without having to reboot the internet hub numerous times.

I have totally given up with this company and their pathetic customer service. I had a boiler package installed November 2020 which included one of their wireless thermostats (Rt510tx). The heating would come on as and when it liked, never when programmed to. I discovered that the receiver and thermostat were not paired and try as I might couldn't pair them so I deemed it to be faulty!

On 15th November 2022 I sent an email to their tech support and received what they call a ticket number. I hadn't received any help by 19th, so I phoned them and spoke with someone who said they would chase it up. Nothing heard, so I phoned again on 21st only to be told that it would be chased up. Again, nothing, only another ticket number. It seems to me that they're running their own lottery. I have resigned myself to buying a new thermostat, but one thing's for certain, it will not be a Salus!

Appalling customer service and support, you cannot get in touch with them I have been without heating for over a week , no contact and phone numbers do not work do not use this company

I installed a Salus system for my bungalow. 1 x SQ610RF and SR600 smart relay for the underfloor heating and the same for the radiators. Then a SR600 smart relay for the hot water. Tech support were good telling me what I needed and how to set it all up.
2 years later it does as it likes. Comes on for 15 minutes regardless of whet the stat says. Had numerous talks and tried various things with the Tech department. He even logged into my Salus hub. In the end he said leave it with me, I will look into it and ring you back. He didn't so I rang Tech again. Spoke to a different guy. He didn't know. He also told me the guy who was dealing with it is on holiday but he will get the boss of the Tech department to ring me. He didn't.
At the start I stuck up for Salus on a review site after seeing a lot of bad reviews. I can now see why.

Terrible product and even worse customer service

Logged a ticket for support with my thermostat. The team went above and beyond to get explain things to me in a simply step-by-step step way and we managed to resolve the issue together. Excellent!

Two months ago I moved into my dream home. What isn’t dreamt about it though is that the previous owners had a Salus smart home system installed, which has so far caused nothing but problems. For the first month we had no hot water or ability to set the heating on a timer as the product was still registered to the previous owner and we had to get hold of them via some Facebook stalking so that they could confirm to Salus they no longer lived there. When we finally had access to the app, it’s absolutely useless as is spends most of the time requiring a firmware update, which you have to leave your phone screen active for or it cancels, and it takes at least 10 minutes, and if your phone screen dims, it cuts off. It’s currently minus temperatures outside and we have no hot water and no heating and no way of viewing the status in detail as the thermostat control has only basic controls. I want this awful system removed but it’s completely unjust that I will have to pay out of my own pocket to remove something that is supposed to be smart and make my life easier when it’s caused nothing but problems.
Please do not buy anything from Salus, the products are useless and the customer service is sub par.

My IT500 Thermostat was downloaded to my phone when installed - worked ok for the 1st year, since Jan 2022 will not respond to phone app and will only work when I manually turn on - when its on the automatic switch no blue light on and it does not work at all

Means I have to keep turning it on and off and cannot get heating to turn on when away from home

2 service requests submitted in Jan 2022 - only received acknowledgement that they are dealing with a large number of requests (did not inspire any confidence!) still no response.

Called number for Salus Tech support - automated menu - you cannot speak to anyone and the options/response they give do not help at all

Customer service is non existent and I regret having this Salus Thermostat installed when I bought the boiler.

I requested help on 16th december as my controller stopped working, recieved an email same day saying 48 hour response with a ref number, since then not a word,
not impressed, the 5 year warranty doesnt seem to mean much.

Do not buy this product, broke within 2-3 years. Supposedly 5 year warranty but can’t get hold of anyone for any support. When you get though on the phone they just say wait for email response. Waste of time and money.

I recently had a problem with my thermostat and after getting in touch via email a lovely lady called Julia Nicholls got in touch and suggested various things to try to get me back online, unfortunately we could not resolve the problem so Julia arranged for a new thermostat to be sent to me and I have just finished a quick setup and we are back to normal with our heating working as it was before.

Thank you

Had a problem with my UFH coordinator and unit. Seemed to have shorted out. Spoke to Ben and he replaced the unit really quickly and talked me through how to get it back up an running.

Fantastic service. Def recommend.

I had a problem with a thermostat today that Julia in Support resolved with efficiency and charm. I’m 100% impressed - thanks Julia.

Bought a salus control new which turned out to be old stock ,contacted for tech help on setting up wireless pairing and was told to watch you tube !
No assistance and “technical” help didn’t know how to use

Excellent customer support, I hadn't realised there was support for my thermostat! I found their website while googling my issue and the support emails were very useful and extremely quick!

Salus Smart Home was recommended to me by a good friend recently so I went for the Quantum thermostats which we linked to TRV's in each of the rooms. My mate had a spare smart plug which I've found very useful so also bought a few extra plugs. Apparently they do window sensors that are great at saving energy so I'll be getting some of these too. I'm actually really impressed, the Quantum itself is like nothing else on the market and it's so easy to use- my wife has kept it next to the remote this week for when she's cold! Would definitely recommend.

Salus RT520 looks good but no facility to switch off or control properly etc. They use an automated email system that replies with answers that bear no resemblance to the question. I will now be avoiding Salus like the plague.
Salus RT510 is not much better