Comfort Link 4+

This app doesn’t seem to work or do anything at all. I had to go through the WiFi setup on the water heater a half dozen times - finally it said it is complete. However the app just says “The product is online but we are still gathering the information needed to open the homepage.” It has been stuck in this state for over a day.

Dear User, thank you for your feedback. We are sorry that your experience with the app is not optimal, write to us at info.connectivity@aristonthermo.us, our team is always available for any clarification. Best regards, Comfort Link Support Team

I think the American Standard product manual is just wrong and the app’s instructions are way too vague. The following may only be relevant to American Standard HPWH: Before trying the app, the water heater needs to be in “AP” mode. The manual says “hold down” the + and - keys for five seconds, but really you need to press them together, repeatedly, a few times. Then, disconnect your phone from your home’s WiFi network and connect it to “Remote GW Thermo”. In iOS Settings, turn off Cellular Data permissions for Comfort Link. That way, Comfort Link will actually have to connect to the water heater, which it wouldn’t otherwise for me. After you put in your home’s WiFi info, you might have to turn Cellular Data permissions back on again so you can complete the registration process. Even after you have successfully registered the water heater, connected it to WiFi and to Comfort Link, it may still take an hour for Comfort Link to load any data from the water heater. In the end it works, but this process is ridiculously complicated and undocumented in the manual.

Dear Customer, We are sorry to hear that you are not having an optimal experience with our app. Our team is available to assist you at info.connectivity@aristonthermo.us Best regards, Support Team

Update: I’ve revised my review from one star to three because the app did eventually start working. So far the app seems decent and does what I want (allows me to schedule times for the heat pump to run so we don’t have to hear it when we want quiet). But the onboarding process was so frustrating that I can’t give it more than three stars. Specifically, the app telling me to “wait a few seconds” for the water heater data/controls to appear was super frustrating, because it actually took hours!

Original review below:

I’ve spent about an hour trying to get this app set up with my water heater. After a fairly complicated/glitchy operation to pair the water heater and phone, the app tells me to “wait a few seconds” and then refresh, but it’s been at least 30 minutes and nothing is happening yet. Being able to control this water heater remotely was a big selling point for me. I’m going to relay to my plumber that he shouldn’t sell these water heaters to customers who need app access.

Dear User, thank you for your feedback. We are sorry that your experience with the app is not optimal, write to us at info.connectivity@aristonthermo.us, our team is always available for any clarification. Best regards, Comfort Link Support Team