Thermostat (neoStat / neoAir) - Heating Comes On by Itself or When It Should Not

Use this article when the heating comes on by itself, comes on unexpectedly, or comes on when the customer believes it should be off.

This article covers situations where:

• My heating is coming on by itself.
• My heating comes on when it should be off.
• My heating keeps turning itself on.
• My heating comes on at the wrong time.
• My heating is on but I have not turned it on.
• My heating comes on when the thermostat is not calling for heat.

This article does not cover:

• The heating not coming on.
• The thermostat not pairing.
• The thermostat showing offline in the app.
• The neoHub LINK light being red.
• Changing or setting up a heating schedule.

Part 1 - Check the Thermostat

First, look at the thermostat and check whether there is a flame symbol displayed on the screen.

If there is a flame symbol, the thermostat is calling for heat.

If you do not want the heating to be on at this time, check the heating schedule programmed into the thermostat.

At this point, use the article for how to schedule a thermostat.

If there is no flame symbol on the thermostat but the heating is still coming on, check whether the thermostat is hard-wired or wireless.

• If the thermostat is wireless / battery powered, continue to Part 2.
• If the thermostat is hard-wired, continue to Part 3.

Part 2 - Wireless / Battery Powered Thermostat

If there is no flame symbol on the thermostat but the heating is still coming on, the wireless wiring centre may have entered its fail-safe mode.

This can happen if:

• The thermostat has run out of batteries.
• The thermostat has lost communication because it is too far away from the wiring centre.
• There is wireless interference affecting communication between the thermostat and wiring centre.

First, check that the thermostat is powered up.

1. If the thermostat is not powered, replace the batteries and check whether the heating returns to normal operation.
2. If the thermostat is powered but the problem remains, temporarily bring the thermostat closer to the wiring centre.
3. Check whether the heating then operates normally.
4. If moving the thermostat closer fixes the problem, this indicates a range or wireless signal issue. We would recommend using a neoPlug to help improve the wireless network.
5. If moving the thermostat closer does not resolve the problem, the thermostat may need to be paired to the receiver again.

At this point, use the appropriate article for pairing the thermostat to the receiver.

If the thermostat still does not operate correctly after pairing, please speak to an adviser.

Part 3 - Hard-Wired Thermostat

If the thermostat is hard-wired, there is no flame symbol displayed on the thermostat, but the heating is still running, this may indicate a sticking relay.

The guidance in this article has no further troubleshooting steps for this situation. Please speak to an adviser who can assist further.

What Happens Next

If there is a flame symbol, check the thermostat's heating schedule first.

If there is no flame symbol and the thermostat is wireless, check the thermostat's power, range and communication with the wiring centre.

If there is no flame symbol and the thermostat is hard-wired, this may indicate a sticking relay.

If you have reached this point and the heating is still coming on when it should not, the guidance in this article has no further steps. Please speak to an adviser who can assist further.