Never has worked
For the last six months since installation I have Tried everything. Starting. Stopping. Unplugging. Starting over. Updating. Crying. Swearing. Moving around the room. Nothing seems to keep the connection. Even getting the connection is a hit or miss.
We bought this fireplace for one reason. It had Bluetooth connectivity. Guess what? $5000 down the drain cuz it doesn’t connect. Contractor has been here three times. We put it on his phone so he could run it remotely but to no avail. Why won’t it stay connected? I wish I knew. I have a couple of other Bluetooth connections in the house with no problems. This is messed up and VERY frustrating
We bought this fireplace for one reason. It had Bluetooth connectivity. Guess what? $5000 down the drain cuz it doesn’t connect. Contractor has been here three times. We put it on his phone so he could run it remotely but to no avail. Why won’t it stay connected? I wish I knew. I have a couple of other Bluetooth connections in the house with no problems. This is messed up and VERY frustrating
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Response from developer
We apologize for your experience and just to make sure you understand the connection is via Wi-Fi and not Bluetooth. If you have the appliance more than 30 feet from the router, you could have weak signal that may be causing issues. Your connection loss issue is not normal. If this is still happening, please email us at b2cconsumercare@hearthnhome.com or reach out to our Customer Care line at 800-398-6195.
Let’s get this resolved!
Hello? McFly?!?
I have had this app and the hardware for over two years, now. The app seems to know I have an account, but does not allow me to log in with my email address and the “Forgot My Password” tool does not work. I want to use the app to change some settings, but cannot. I cannot log in, and cannot reset the password. This is unusable, but somehow Google Home is still able to turn the damned thing on and off. However, I cannot use the Intelfire app to control anything. There have been numerous “fixes” to the app over the last couple of months, yet, I still cannot log in.
How can I get my password reset?!?
I have had this app and the hardware for over two years, now. The app seems to know I have an account, but does not allow me to log in with my email address and the “Forgot My Password” tool does not work. I want to use the app to change some settings, but cannot. I cannot log in, and cannot reset the password. This is unusable, but somehow Google Home is still able to turn the damned thing on and off. However, I cannot use the Intelfire app to control anything. There have been numerous “fixes” to the app over the last couple of months, yet, I still cannot log in.
How can I get my password reset?!?
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Response from developer
Since your Google Home works to turn on/off the fireplace, your IntelliFire app connection to the server is fully operational. On the password reset, please check your junk mail or spam filters for the message to reset. If you continue to have issues, please call our Customer Care line at 800-398-6195 to assist you.
Unstable
I installed the WiFi module to a Vermont Castings gas stove. It took 2 attempts to connect to the Intellifire App, network, and internet but managed to connect and control all stove functions. However, within 1 day I was no longer able to control the stove. I repeated the entire installation/synching process. Again, it connected with full control of stove. This also lasted for a day. The stove/wifi module is connected to network (I can see the module with network software) and the app is communicating with the module and stove (I can see the temperature in the room), but the app activates nothing on the stove. No matter what I attempt to turn on or adjust, there is no response. I have already rebooted the network with no change. There are multiple other smart devices on this network so it is not a service provider or network issue.
It seems that there is a lot yet to be done by the developer to get this system working properly. Based upon other reviews, it seems like other users have been experiencing similar issues for quite a while. Very disappointing.
It seems that there is a lot yet to be done by the developer to get this system working properly. Based upon other reviews, it seems like other users have been experiencing similar issues for quite a while. Very disappointing.
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Response from developer
Thank you for the feedback. We appreciate your diligence of resetting up your stove and trying it again. We have not seen this situation and would like to have you call our Customer Care line at 800-398-6195 so we can get your specifics.
The App Needs a Few Upgrades
With the app setup correctly and the Wi-Fi module of the fireplace working, the app will control the fireplace. The biggest flaw is the requirement to log in to the app every time you want to use it. Also, the saved password can’t be retrieved easily from a password manager because the domain name used to login isn’t the same as the app. Maybe if the app supported Face ID it would be easier. However having a more sophisticated configuration for login and security generally would be ideal.
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Response from developer
Thank you for the feedback. Please ensure you are on the most recent version of the app, as we fixed the password issue. If you have uncovered a new issue in the current version, please call our Customer Care line at 800-398-6195 so we can get your specifics.
Is recognized but does not work
If I open the app I can see the fireplace. In fact, if it’s on the app will show that it is on. It will also report correctly if it is off. However if I try to change the settings it simply does not work. I tried deleting and re-adding the device to no avail, same issue.
Edit: router rebooted and same exact problem. This is a personal router and not managed through a ISP.
Edit: router rebooted and same exact problem. This is a personal router and not managed through a ISP.
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Worked for one day
This app worked the day I set it up; since then, nothing. It can “see” the fireplace, but it won’t do anything - it will indicate any changes I make on the app, but nothing happens to the fireplace. I’ve tried everything, including deleting and reinstalling, but it does nothing.
Really this should get a zero-star rating, but Apple’s rating system requires at least one star if you want to warn people that this is useless and the $100+ WiFi module is a waste of money.
Edit: per Developer’s comment, I called Customer Service and reported the fact that the app can see the fireplace but can’t control it (there doesn’t appear to be any server issues, despite the Dev’s mentioning them). I was told I’d get a call back in a few business days. It’s now been two weeks and I’ve heard nothing. (Further edit: it’s now been two more months, app continues to not work, developers continue to not respond. This all smacks of a scam.)
Really this should get a zero-star rating, but Apple’s rating system requires at least one star if you want to warn people that this is useless and the $100+ WiFi module is a waste of money.
Edit: per Developer’s comment, I called Customer Service and reported the fact that the app can see the fireplace but can’t control it (there doesn’t appear to be any server issues, despite the Dev’s mentioning them). I was told I’d get a call back in a few business days. It’s now been two weeks and I’ve heard nothing. (Further edit: it’s now been two more months, app continues to not work, developers continue to not respond. This all smacks of a scam.)
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Response from developer
There were IntelliFire app server issues at the time of your review which could cause your issues. We apologize for the inconvenience. Please try again and if your issue continues, reach out to our Customer Care line at 800-398-6195 to assist you.
Won’t consistently work
I’ve had the app for about 4 months and the longest it has worked is about 2 weeks. I’ve had to reset it multiple times to work again and connect to my Google home. Now it won’t even find the appliance wifi to reconnect it. I don’t have any problems with other wifi applications in my home as they consistently work. This wifi module and app are more headache than it’s worth.
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Frustrating Experience
I've been trying for 2 days to get this thing to reliably connect to WiFi, and to get the app to control the device.
I went so far as to install an access point in front of the fireplace. It connected, and I got a red light blink when I pressed flame on and flame off in the app, but nothing happened on the fireplace. It seems like the device doesn't know how to talk to the fireplace.
So I tried pairing a few times, which caused the device to disconnect from WiFi but not much else.
I tried to call for tech support at 445 eastern and was on hold for 15 minutes. No one picked up. Very frustrating experience so far. No sure where to go from here.
I went so far as to install an access point in front of the fireplace. It connected, and I got a red light blink when I pressed flame on and flame off in the app, but nothing happened on the fireplace. It seems like the device doesn't know how to talk to the fireplace.
So I tried pairing a few times, which caused the device to disconnect from WiFi but not much else.
I tried to call for tech support at 445 eastern and was on hold for 15 minutes. No one picked up. Very frustrating experience so far. No sure where to go from here.
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Never hear second beep.
No matter how many times I try to set this up I never hear the second beep and can’t get it to connect. Both the troubleshooting guide and customer support are no help. This is extremely frustrating and it appears everyone seems to have similar experiences. Moving the router closer and adding an extender did not fix this issue. I actually just got a note saying the WiFi module is outdated even though I just received the fireplace a month ago.
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Does Not Actually Work
Purchased not one but two fireplaces with the ability for app control. Specifically got this for someone with disabilities for ease of use. But after 4 re-installs of the app and fireplace technician taking apart both fireplaces to re-initiate the modules to recognize the household Internet system… The result is the app does not actually work. It just spins a wheel on the app screen and then does nothing. Epic fail, another example of somebody building and marketing something on a quick tech idea but does not actually check the function in the real world. Do not be suckered into this.
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Response from developer
Thank you for the feedback. 4 re-installs are not normal and if your app continues to not operate normally, please reach out to our Customer Care line at 800-398-6195 to assist you.
