Netatmo Reviews 9,088

I needed help with setup of used Netatmo Outdoor camera that was seemeingly not working.

I checked Support KBs but eventually reached out to Support and was able to resolve the problem. Nice surprise was that teh support agent seems generally cared and provided support till the end even on my follow up questions.

I have tried to write netatmo helpdesk 2 emails already, but I have not received any response to the two emails I have found so far. We have a problem with one of our thermostats, of which we have a total of 9 at our hotel. One of our thermostats suddenly disappeared from our room list.
Subsequently, during the reinstallation, the system told us that we should use a QR Code. We never used this QR code during the installation and we also did not receive it when purchasing your devices. Another problem is that the only way to receive it is to generate it on the thermostat display. Unfortunately, the thermostats you offer have a problem that after a while the thermostat display burns out and nothing is visible. Given the fact that we have this thermostat installed in a hotel room, which we cannot use due to the very complicated procedure for installing the thermostat, we ask for assistance from Netatmo helpdesk as soon as possible and send the QR code to our email.

Thank you for sending the QR code for our thermostat as soon as possible.

Thank you.

Josef Fencl
Hotel owner

My Netatmo smart thermostat works flawlessly for about 3-4 years. If you change your wifi you have to reconnect it of course, but the benefits of remote control heating are far greater than reconnecting it in case of the need. The app is very user friendly, and we use our app 90% time since its always near you. I don't usually leave reviews but since we like our thermostat so much, I decided to leave a review because usually people leave reviews only when they are not satisfied, so hope this helps overall reputation for Netatmo.

Netatmo Radiator Valves are a total piece of....... 4 years of constant troubles, every season chatting with service center, updates replacements, reconfigurations, etc. eventually they all failed. Stay away from it!

We had a Netatmo thermostat for 5/6 years and I have to say it worked fine, a bit clunky, but it worked. From experience tho, the real measure of a company is how it reacts when you've a problem.
The display went on our 'stat, I got a complete new unit and it would not connect to our phones no matter what I tried. So I tried looking for customer support - all I could find was a 'self help' group and thier site offers assistance with soft issues, like passwords, log in etc.
So I gave up and bought A Hive. It's far more modern,much better user interface.
No way would I recommend Netatmo, sorry.

I have multiple devices installed (outdoor/indoor cameras, thermostats, smoke and CO detectors) and they offer a reliable and superb performance. The app is very well designed and you can manage several houses. When i have required technical service, although is always by email and not immediate, they have consistently offered very reasonable and efficient solutions. I will keep trusting NETATMO for my house security and remote comfort.

Roberto had helped me very well

I have had a Netatmo heating control system for around 4-5 years now. Ever since day one there as been problems with Netatmo servers that go down on a weekly basis. Last night the server went down for hours and I checked only to see that the servers were down in every EU country. Once the server goes down you cannot control your heating without going to each radiator valve, in my case this is becoming totally useless because the displays on the valves are failing FAST now. I have decided that I HAVE HAD ENOUGH WITH NETATMO and have decided to rip out this expensive junk once and for all. If you are reading this I would urge you to STAY WELL AWAY FROM THIS JOKE OF A COMPANY.

My reply to Netatmo
Your servers go down on a regular basis, in winter when we need control of our systems. Due to the high cost of gas I no longer use schedules but rely on being able to control with the APP. Last night I could not turn my heating off due to failed display on the TRV. I have 9 radiators with Netatmo TRVs and 5 of them have failed displays. Clearly these devices are poor quality and not made to last. Apart from servers being down the system as a whole is very slow to respond, I turn a radiator on and it can take a minute or so before the radiator turns on, and this is NOT my wifi. The entire Netatmo system should be replaced within the next week or so.

We had Netatmo for years and then the display faded so we ordered a new one. Got the new one and got the radio connection between the boiler and box working but cannot get the app going. We have been onto the helpdesk, they try hard but they have not been able to resolve it, must have spent about 12 hours on it, huge waste of time. I’d love to go back to an old school timer, at least then we would stop wasting so much energy.

One of the worst product I have ever came cros. As you can se from my last review of weather station that it toked me 12-14 time installation attempt until it works.
All good until my wife sugested to buy a Rain Gauge device too. So we did that.

Now the new problem. Problem is, that you can not simply ad a new product to the base station without start all over again. Now I have lost connection to the outside device as well as I can not add a new device. When I chose to install Rain Gauge which is shown in the installation list, it start all over again.
Why the base should disconnect the outside devise when it suppose to add Rain Gauge.

And Ya. You support is useless. Very very disappointing software.

I have an issue with the relay/thermostat connecting to the valves. The customer support ticket has been open since 24/10/2024. Their customer service is absolutely shocking, slow to respond and non-intuitive with their questions. Save yourself the hassle and find a more reliable supplier of smart thermostats.

Update 15/01/2024...

Thank you Netatmo for your response today (15/01/2025).

I do not believe sending a replacement UK plug will cure the problem. I previously connected my existing Netatmo UK plug to power-up the New Relay to no avail. As an alternative, I also plugged-in the supplied USB cable to power-up the Relay within 5 meters of the Router as recommended. The New Relay when powered just continuously flashes ‘white’ and fails to connect to the internet. I provided this important information via email and to the Netatmo support centre. I am still awaiting a reply, so please forgive me for thinking we are no further forward with this complaint.

As mentioned before (via email), my existing Thermostat manual temperature control had failed due to internal rocker switch fault. This was the only reason I was replacing the Thermostat/Relay kit.

Original message...
New product not working - No customer service!

Like other UK customers, I too bought a Netatmo Thermostat & relay kit for £120 directly from Netatmo taking advantage of their winter sale promotion - a big mistake!

Unfortunately I was also sent a French version with a two pin Europlug instead of the three pin version for UK market (this appears to be a common problem). I contacted customer support via the email address provided explaining the problem in both English and French, but just received a standard automated reply. There is NO Customer Support phone number, No human being to discuss the concern, No resolution in sight.

I also used the "Help Centre" contact form several day ago and still awaiting a reply. It's been over 3 weeks since I purchased the faulty product. Is there anybody at Netatmo listening and willing to help?

I bought a smart thermostat directly from Netatmo as they had a sale on. What a mistake. I was sent the French version with a europlug despite being in the UK. I tried to contact customer support via the email address given in the order confirmation email, but my message bounced. I looked for a phone number but there isn't one. Finally I sent a message via the so-called "help centre". After 4 days I received a reply asking for a photo of the thermostat. Rather bizarre, but I complied. I have not received any further response in 10 days. Completely unacceptable. I wish I'd just bought it from Amazon, at least it would have been straightforward to get a refund.

Update (20 Feb): after two months of constant prodding, Netatmo finally sent me a UK adapter. For this reason I will award an extra star. However, this does not alter the fact that the whole experience has been utterly abysmal. I will not be buying from Netatmo again and I suggest you don't either.

After 5 years our Netatmo-device unfortunately got a strange defect. Netatmo replaced it for free, with a brand new one! After they (first) discovered our device could not be fixed. Amazing service!

The product appears to be appealing at first. After less than 4-5 years use problems develop. Technical service is quite overloaded and delayed responses of more than 3-4 days is normal. But most critically there appears to be a fundamental design flaw in the mechanical systems compounded by inadequate support for recent remotely updated system software. There is no way to speak directly with any customer support - free or paid - and the company adopts a "take it or leave it" approach. Would not recommend this product as several better products are available now in the market compared to 3 years ago.

Rubbish product the valves drop out of calibration and need constant attention.
The actual app and controller are useless stops working for hours doesn’t respond usually at the coldest time avoid!

Quick and helpful

Ahí va una aportación a lo que creo que es esta mala marca de termostatos:
Después de desembolsar una cantidad bastante alta por un termostato Netatmo me encuentro con que este año han implementado una actualización de software automática para medir la temperatura en décimas de grado. La actualización no explica bien la implementación pero tampoco deja que no actualices , acto seguido el termostato después de estar más de 3 años funcionando bien empieza a gastar las baterías en cuestión de 7 a 10 dias. Un paquete, otro paquete , otro paquete....me pongo en contacto con el " maravilloso" servicio técnico y les explico que casualmente a raíz de la actualización automática que yo no pude evitar , así que ellos son los causantes de este fallo, el termostato consume las pilas en días haciendo que me desplace más de 100kms para cambiar unas pilas que antes duraban años.
El servicio técnico simplemente me contesta:
(Netatmo)

Dec 11, 2024, 18:29 GMT+1

Hello,

Thank you for contacting Netatmo Customer Service. I'm X and I will be the one handling your request.

First of all, I am sincerely sorry to read that your experience with our Products didn't meet your expectations and I apologize for the inconvenience caused.

In order to analyse your Thermostat, do you mind sending a picture of the screen of the Thermostat, after you have replaced the batteries ? As well as from inside the case without the batteries? As shown in the attached photo:

Can you also tell me what battery brand do you use and when was the last time you changed the batteries ?
The Thermostats are designed to operate with 1.5V AAA alkaline batteries. However, better performance can be obtained with 1.5V lithium batteries (non-rechargeable). I also do not recommend to use low quality batteries that can affect the good functioning of the Product.

Lastly, I invite you to join to your answer, a copy of your purchase invoice.

Looking forward to your reply.

Have a nice day
X
Technical Specialist

--------------
Le contesto que el termostato ha empezado a fallar desde la actualización y que siempre uso pilas de calidad y le envío las fotos solicitadas, su contestación ha sido tal cual:
Hello,

Thank you for your reply. After analysis, your device appears to be defective, non-repairable and no longer covered by warranty. We are therefore unable to replace it.

To thank you for your trust and to offer you a solution, I am exceptionally offering you a 25% discount code valid on our entire online store:

Simplemente me dicen que está averiado y que debo comprar otro y me dan un descuento.
Mi frustración sigue adelante y vuelvo a escribirles reclamando una solución a un problema de fabricación de hardware que ellos han propiciado, además miles de personas están teniendo el mismo problema que yo , así que por favor les pido que no compren productos de esta marca francesa , ya que no está a la altura en calidad sobre el alto precio que cuestan sus productos y el nefasto servicio técnico .
Ahí les dejo el último email:
Hello,

Thank you for reaching out. I understand your frustration regarding the software update and its impact on your thermostat's functionality. I understand your concern, especially with the issue appearing just after a firmware update. While it’s understandably easy to connect the timing to the firmware, our analysis and diagnostics show that hardware issues can coincidentally surface around the same time as updates.

We aim to provide solutions that balance fairness and practicality. However, I apologize if the offer feels insufficient. I apologize for the inconvenience this may cause you.

If you have any further questions, please do not hesitate to ask them. I wish you a nice day.
X
Technical Specialist

Dec 13, 2024, 09:43

Avisados quedáis.

Immediate response and very serviceminded.