Learn what to do when you have a problem with a Zen Thermostat connected to your Xfinity Home system.
What you'll need
- Xfinity Home
- Access to the Zen Thermostat with which you're having trouble
Difficulty
Medium
My Zen Thermostat is not connecting to my system.
The Thermostat may need to be reconnected to the touchscreen or the Xfinity Home app.
My heating or cooling isn't working.
- Check to see if the Active icon is flashing on the Zen Thermostat.
- If the icon isn't flashing:
- Check that the Thermostat is turned on and set to the desired mode; the Heating or Cooling icon should be lit up.
- Check that the target temperature is at least one degree higher (Heat) or lower (Cool) than the room temperature.
- Thermostats control temperature by switching your heating and cooling system on and off. It may take 10 to 15 minutes before your system is switched on, so keep an eye on the Thermostat for a short period to confirm that it isn't operating.
- If the problem persists, try restarting the Zen Thermostat. See restart a Zen Thermostat.
- If the problem persists, consult an HVAC specialist.
- If the icon is flashing:
- Try restarting the Zen Thermostat. See Restart a Zen Thermostat.
- If the problem persists, consult an HVAC specialist.
My Zen Thermostat isn't responding.
If the controls aren't responding or if the Thermostat isn't operating as expected, a restart may clear up the problem. See Restart a Zen Thermostat.
Zen Thermostat shows a temperature of -558 degrees.
If your Zen Thermostat displays a temperature of -558 degrees on any interface, including the Thermostat, touchscreen or Xfinity Home app, please restart your Thermostat.
My heat pump is heating when it should be cooling/cooling when it should be heating.
If your heating and cooling system uses a heat pump and blows warm air when set to Cool or cool air when set to Heat the probable cause is a Thermostat that needs to be reconfigured. Contact us to set up an appointment with a technician.
Why doesn't my Zen Thermostat turn on when it's not the target temperature?
Thermostats are designed to control temperature with a range of plus or minus 1.5 degrees in order to minimize wear on the system that could lead to a shorter lifespan. The Thermostat will typically trigger the system within 10-15 minutes of a change in temperature greater than 1.5 degrees.
The low battery icon displays even after replacing the batteries.
Make sure the battery contacts are clean and there is no oxidation.
Example of oxidation on battery contacts.
If there is any oxidation, use an electrical contact cleaner and gently clean the battery terminals. Do not spray the contact cleaner directly on the Thermostat. Spray it on a cloth and then wipe the terminals.
Why can't I see all the operating modes?
The Zen Thermostat interface automatically adjusts to only show the modes available for your wiring and HVAC set up.
The heating or cooling turns off when I take my Zen Thermostat off the wall.
This is normal. To reactivate, simply reattach the display to the wall plate.
My Zen Thermostat isn't sitting flat on the wall.
Check that the wiring bundle is not pushing the Thermostat away from the wall. If it is, you can try pushing some of the excess wire back into the wall cavity, taking care not to dislodge the connection to the Thermostat.
Also check to make sure that the surface where the Thermostat is mounted is indeed flat. Some walls appear flat to the eye but are slightly curved.
I've lost one of my Zen Thermostat links.
You can get a replacement link by sending the serial number of your Zen Thermostat (located behind the faceplate) and your shipping address to support@zenthermostat.com and requesting a replacement.
How do I restart my Zen Thermostat?
- Remove the Zen Thermostat from the wall plate by gently pulling until the magnets holding the corners release.
- Remove one of the batteries.
- Replace the battery.
- Return the Thermostat to the wall plate.