faqs 2017-09-18T05:41:43+00:00

Frequently Asked Questions

What Is Cello? 2017-09-18T05:41:06+00:00

Cello is an intelligent energy management system comprising a network of wireless sensors with integrated infrared transceivers, inline round battery powered wireless dampers for central forced air installations, and the Cello Core which runs all the adaptive energy management algorithms and acts as the gateway to the Cello cloud. Cello’s learning curve is extremely quick.

Cello works with your existing central forced air and baseboard thermostat. Cello sensors replace the ductless handheld remote for optimal comfort and energy savings.

Cello also allows you to monitor occupancy in your home or office. The newly released Cello sensors even allow you to watch live TV and videos using KODI.

What Is a Cello Sensor? 2017-08-29T10:38:54+00:00

The Cello Sensor is a Wi-Fi and BLE pocket size communication device. Other ports are available on the Cello sensor namely: HDMI, 10/100 Ethernet, and 1-wire for optionally connecting an external temperature sensor. The Cello Sensor has a built-in IR transceiver for commanding ductless, portable or window based AC and heat pumps and a RF motion sensor. Optionally, the user can add secondary BLE temperature sensors for better temperature tracking if the zone area is large.

What Is a zone? 2017-08-29T10:38:18+00:00

A zone is a defined area in your home or office with similar occupancy pattern. A zone does not need to be a single room or office. It can span different rooms and floors. An average North American home would typically have 3 zones, one per floor.

What Is a Sleeping zone? 2017-08-29T10:37:55+00:00

A zone may be labelled as sleeping zone to ensure comfort while sleeping. Once a zone is declared occupied after sunset, it remains occupied until sunrise, where normal occupancy processing resume.

What Is RetroSAVE mode? 2017-08-29T10:37:34+00:00

RetroSAVE mode is the ability for the Cello Core to fully automate your home. You simply select your desired setpoint temperature for each zone and let Cello harmonize the rest.

What Is Bypass mode? 2017-08-29T10:37:16+00:00

In bypass mode, Cello only monitors occupancy and temperature/humidity patterns in your home or office. No action is taken with regards to comfort and saving energy. Cello users can use this mode to manually preset the cello inline dampers on a seasonal basis.

How many Cello Sensors can I add to a zone? 2017-08-29T10:36:53+00:00

There is no limit to how many sensors you can add to a zone.

How many Cello Inline Dampers do I need? 2017-08-29T10:35:49+00:00

Cello’s inline dampers are installed in rarely used, sleeping and/or over-satisfied rooms or offices.

How do I install my Cello Core? 2017-08-29T10:35:27+00:00

Cello Core connects directly to your home internet router over Ethernet or via powerline adapters. The Cello Core is pre-configured prior to shipment. Please refer to the Cello Core user guide.

How do I install my Cello Sensor? 2017-08-29T10:35:10+00:00

By default, Cello Sensors automatically register with the Cello Core Wi-Fi access point. You may elect to use your existing Wi-Fi or wired network to connect the Cello Sensor to the Cello Core. Please refer to the Cello Sensor user guide.

Can I create a zone without a Cello Sensor? 2017-08-29T10:34:48+00:00

Yes, a zone without a sensor will be controlled by the “away mode” button on your mobile application or the web user interface. When Away mode is enabled a zone will become unoccupied. Once away mode is disabled a zone will become occupied.

Is Cello difficult to install? 2017-08-29T10:34:31+00:00

Cello is a simple plug and play installation. The system is pre-configured prior to shipping. Online support is available 24/7.

My Cello Sensor cannot connect to my Cello Core Wifi access point? 2017-08-29T10:33:53+00:00

Please connect the Cello Sensor via Ethernet to your PC or notebook. A wifi scan will list the available access points. If you cannot find the Cello Core access point in the list, you will either need to use wifi extenders or register the Cello Sensor with your home existing wifi network. Please refer to the Cello Sensor user guide for more information.

How do I keep Cello software up to date? 2017-08-29T10:33:34+00:00

Updating Cello has never been easier. Simply log into your account on the web browser and select check for updates under the home page.

What is Cello’s warranty? 2017-08-29T10:33:15+00:00

Cello offers a 3-year return to depot warranty on any product we offer.

What is Cello’s return policy? 2017-08-29T10:32:57+00:00

You may return Cello Components within the first 15 days of purchase for a full refund. For a full product refund the product must be in new condition with proof of purchase. The refund does not include any shipping or handling charges; you are responsible for the shipping charges.

How do I get the mobile application for Cello? 2017-08-29T10:32:40+00:00

Our mobile application is currently supported on IOS and android platform. To download the mobile application please use your IOS App Store or Google Play Store.

Where do I find my Cello Core application login? 2017-08-29T10:31:36+00:00

Your default login credentials are placed on the first page of your installation manual provided in the package. Cello core is https://cloud.cello.solutions.

What kind of energy savings can I expect with Cello? 2017-08-29T10:30:58+00:00

You are in control of how much heating and cooling energy you save. Savings is tied to occupancy and setbacks which are automatically managed by Cello.

What sort of comfort improvement can I expect with Cello? 2017-08-29T10:30:38+00:00

Cello continuously learns the home occupant’s behaviour and their desired comfort temperature set point. Cello offers the capability of synchronizing multiple thermostats and/or zones in your home for improve comfort for baseboards heated homes. For central forced air installations, the user can select the Max Comfort energy mode setting for optimal comfort across your home or office. In addition to Cello inline dampers, Cello support inline wireless booster fans in the event the register airflow speed is well below the requirement.

What is Energy Management and how does Cello help me achieve that? 2017-08-29T10:30:19+00:00

Energy management Is the process of controlling, monitoring and conserving waisted energy in a residential or commercial space. The Cello system allows home owners to automate the use of their home thermostat to eliminate waisted energy consumption. Cello can achieve this by simply lower the setpoint temperature on heat source thermostats or raising the setpoint temperature on cool source while an area is unoccupied. Savings with Cello is just a touch away, set your desired setpoint temperature and just let Cello do the rest.

Will Cello void my warranty? 2017-08-29T10:29:59+00:00

No, the Cello Core system is designed to wireless communicate with your thermostats and home heating cooling and ventilation systems. The Cello Core is a simple energy management system that plugs into your home router via ethernet, it’s that simple.
For central forced air installations, Cello support an optional furnace monitoring kit, which continuously ensures the furnace temperature rise and split are within specs.

Do I need to replace my thermostat? 2017-08-29T10:28:34+00:00

For Cello to communicate and harmonize your home, you need to buy new communicating thermostats through Cello Sales.

How are my thermostats synchronized to the Cello Core and how does it work? 2017-08-29T10:28:10+00:00

The Cello Core can communicate with the thermostat using the Sinope Cloud Service. In a Baseboard setup once you have completed installing your new Sinope wireless communicating thermostats and paired them to the neviweb hub, simply login to you’re the Cello Cloud service and under the baseboard tab input your neviweb user name and password. Once the Cello Core successfully pairs to the Sinope cloud service you will be able to see your thermostats under the baseboard tab. Simply select first the zone and then select all the thermostats you would like to assign to that zone. Once you have completed all zone hit save settings and now all thermostats in every zone are synchronized.

What does Baseboard thermostat synchronization mean? 2017-08-29T10:27:51+00:00

Changing temperature on one thermostat automatically propagates to the other thermostats in the same zone.

If my heater already has a built-in thermostat, can I still use a wall-mounted thermostat? 2017-08-29T10:27:30+00:00

Yes. All you should do is turn the heater’s thermostat to the highest setting and use the wall thermostat to regulate the temperature in your home. Please refer to your local electrical code when installing line voltage thermostats.

Is a built-in or wall-mount thermostat better? 2017-08-29T10:26:53+00:00

It depends. A built-in control is more convenient to install when the walls are finished already. However, wall thermostats control room temperature more accurately, more models are available, and they are more convenient to use. Additionally, electronic thermostats are more accurate and can help you reduce your monthly electric bill.

Can one thermostat be used to control all the heaters in my house? 2017-08-29T10:26:22+00:00

No. The Cello line voltage thermostat is rated at 4000W. Please refer to your local electrical code when installing line voltage baseboard thermostats.

Is radiant floor heating supported by Cello? 2017-08-29T10:25:26+00:00

Yes. Cello currently supports radiant floor heating of up to 3600W. You will need to buy the radiant floor heating thermostat from the Cello website or by contacting Cello sales in order to work with the Cello System. Please refer to your local electrical code when installing line voltage radiant floor electrical thermostats.

Is low voltage baseboards thermostats Floor Heating supported by Cello? 2017-08-29T10:24:52+00:00

Yes. Cello currently supports 24 VAC baseboard thermostats. You will need to buy the low voltage thermostat from the Cello website or by contacting Cello sales to work with the Cello System.

Can I manage my ductless in addition to my baseboards? 2017-08-29T10:24:19+00:00

Yes. Cello concurrently manages combined ductless and baseboards heated homes. Cello ensures the most energy efficient HVAC appliance is always running ahead of the more power hungry baseboards.

What ductless or mini split systems does Cello support? 2017-08-29T10:21:15+00:00

Cello support any infrared controlled ductless mini splits, VAV, VRF, portable, and window AC, heat pump and heater. Each unit requires a separate Cello sensor.

How does the Cello Sensor communicate with the Cello Core? 2017-08-29T10:18:52+00:00

The Cello Core communicates with the Cello Sensor via low power Wi-Fi. The Cello Core creates its own access point that acts as a router. Once a Cello Sensor is connected to power it will automatically try and search for the “RetroSAVE” new work and register to the Cello Core.

How does the Cello Sensor communicate with my ductless or mini split system? 2017-08-29T10:18:13+00:00

Any infrared ductless or mini split systems are controlled via the Cello Sensor which is equipped with an IR transmitter and IR receiver. Please refer to the Cello Sensor installation manual for more details on how to configure the Cello Sensor to the desired ductless unit.

I can’t find my Ductless or mini split system on the global IR database? 2017-08-29T10:16:53+00:00

The global IR database is always growing with the addition of new units from the consumer. If you can’t find you specific make and model in our database, simply select manual mode and follow the step by step procedure to learn all the commands on your remote. Please refer to the Cello Sensor installation manual for more details on how to learn commands on the Cello Sensor.

The Cello Sensor is not communicating with my ductless or mini split system? 2017-08-29T10:16:21+00:00

There may be several reasons why the Sensor is not properly communicating with your infrared system. Please login to your web browser login page and ensure the Cello Sensor is online. If the sensor is not online please try rebooting the sensor, if it does not come online within 5 minutes simply plug an ethernet into your computer and the sensor and follow the procedure in the Cello Sensor manual on how to connect the Cello Sensor. If your sensor is online please ensure the Sensor is within viewing angle of your ductless unit the maximum recommended distance is 15ft away from the Sensor with a 180° viewing angle.

Can I use my standard remote with Cello? 2017-08-29T10:15:51+00:00

Yes, you can. Although doing so will not reflect what you view on the mobile application or web user interface. The Cello Sensor only sends the commands to the ductless or mini split unit. If you decide to use your remote to adjust a temperature or turn off the unit the Cello sensor may not be able to detect such change if not within range.

How many Cello Sensors do I require? 2017-08-29T10:22:45+00:00
  • For a ductless setup, you will require 1 Cello Sensor per ductless evaporator, window AC, or portable unit.
  • For a baseboard setup, you will require a minimum of 1 Cello Sensor per floor.
  • For a baseboard and ductless setup, you will require 1 Cello Sensor per ductless air handler plus 1 Cello Sensor for 1 or multiple baseboard zones. Please call Cello support for further clarification.
What CFA systems does Cello support? 2017-08-29T10:13:14+00:00

Cello is fully capable of managing all residential central forced air heating systems irrespective of the furnace efficiency; modulating or non-modulating. Cello operates within the furnace manufacturer specifications.

Number of CFA energy modes Supported by Cello? 2017-08-29T10:11:52+00:00

Cello supports three modes: Max Savings, Max Comfort, and Balanced. As a rule, inline dampers are not installed on the same floor level as the main thermostat in Max Savings mode. In Max Comfort, inline dampers are not installed on the top floor. In Max Comfort all zones are considered occupied, while the occupancy algorithm is applied in Max Savings mode.

Bypass versus Retrosave? 2017-08-29T10:12:43+00:00

Bypass mode require as a minimum the installation of the Cello core and inline dampers. The latter are controlled manually by the user through the mobile app or any web browser connected to the Cello cloud (https://cloud.cello.solutions). Bypass mode is for customers that want seasonal or manual control of their dampers.
Retrosave mode requires the addition of Cello sensors for automated control.

Furnace monitoring kit? 2017-08-29T10:09:12+00:00

Allows the Cello core to monitor in real time the furnace performance, mainly the temperature rise and split which ensures the furnace is operating within the manufacturer’s specs.

Cello booster fans? 2017-08-29T10:08:17+00:00

Required where the vent air speed is inadequate. The Cello booster fans are controlled wirelessly by the Cello core and are typically synchronized with the furnace blower.