Support

HAVE QUESTIONS? WE HAVE ANSWERS!

Whether you have questions about your account or just want to learn more about our service, we have the resources that can help.

GENERAL

What is ComfortGuard monitoring service?

Our comprehensive monitoring service helps homeowners manage their heating and cooling equipment. By collecting and analyzing in-depth data from home equipment, we are able to provide you with the information necessary to predict and prevent breakdowns, extend the life of your system and save time and money.

How does the service work?

ComfortGuard Monitoring service includes an installation kit of sensors that is professionally installed into your equipment. The sensors immediately begin collecting and transmitting data to the ComfortGuard monitoring center. As data is received, it is analyzed and flagged if a problem is detected. Once a problem is detected by our system, it’s reviewed by our team of experts. When an issue is verified, an alert including a recommended action is sent to the homeowner and their service professional. The benefits of ComfortGuard are not just related to alerts and equipment problem detection. On a regular basis, you will receive a system report including a diagnostic check, system runtime, estimated system cost, average daily system cost, and open alert information. Plus, because data is evaluated every time your equipment runs, it’s like having the best technician in your home 24 hours a day.

Will it work on my home heating and/or cooling system?

ComfortGuard monitoring service works on most traditional heating and cooling equipment. That said, geothermal and communicating systems (also called proprietary systems) are not compatible at this time. To confirm ComfortGuard will work with your equipment, we suggest selecting the “Get Started” tab at the top of the page to find an authorized service professional to ask. You’ll also need a home Wi-Fi network and accessible email account.

Does ComfortGuard hardware need to be installed on each HVAC system?

Each heating and cooling system in your home is independent and will need to have its own set of sensors installed in order to monitor. We define a heating and cooling system as a pair of one heater/ furnace/ air handler / indoor unit and one heat pump / air conditioner / outdoor unit. If you have multiple systems in your home, you can get ComfortGuard hardware installed in one or more of the systems.

Can I manage multiple systems/homes with one account?

Absolutely! There is no limit to the number of systems you can add to your ComfortGuard account. That way, even if you have multiple homes across town or across the country, you can take comfort in knowing℠ they’re being carefully monitored.

Do I need a Wi-Fi thermostat to use the service?

While we do suggest Emerson’s Sensi Wi-Fi thermostat which allows you to remotely control temperatures in your home, it is not required. It is also important to note that ComfortGuard is compatible with most thermostats and does not require an Emerson thermostat to work.

Can I control my thermostat with the ComfortGuard application?

No. Currently ComfortGuard does not allow for control of the temperature in your home.

What do I get as a ComfortGuard subscriber?

While you may or may not have an alert every month, we provide a number of services to make worrying about your heating and cooling equipment a thing of the past, including:

  • Confirmation of an optimized system installation and assurance equipment is running at peak performance
  • System-issued alerts with recommended actions when a problem is detected
  • Regular System Reports with system runtime, estimated cost, and average daily cost
  • Complete diagnostic system check every time your system runs
  • Around-the-clock monitoring to identify problems as soon as they occur
  • Accurate filter change alerts
  • Live Data to get a real-time view of your system performance
  • Insights and advice backed by Emerson, with over 120 years of industry experience

How do I sign up for ComfortGuard Monitoring Service?

To sign up for our service, select the “Get Started” tab from the top of the page and provide the required information to confirm that service is available in your area. If it is available, simply select an authorized service provider from the list provided and call them directly to find get a price quote for your installation and to schedule an appointment.

How can I contact my authorized ComfortGuard service professional?

To view your authorized service professional contact information, simply login to mycomfortguard.com from your computer, tablet or mobile phone. Your contractor’s name, address, phone number and website are located in the Contractor section. Additionally, we’ll include contact information in every emailed alert we send. Your service professional is ready to assist you with your heating and cooling needs, so don’t hesitate to call or email them with questions.

How do I find out if monitoring is available in my area?

To find out if ComfortGuard Monitoring is available in your area, select the “Get Started” tab from the top of the page and provide the required information to run a compatibility check. If it is available, simply select an authorized service provider from the list provided and call them directly to to get a price quote for your installation and to schedule an appointment. If service is not yet available in your area, you will be given the option to provide your email address to receive a notice when service becomes available.

Can I install ComfortGuard hardware myself?

No. A number of the ComfortGuard sensors are installed near high voltage wires and require advanced knowledge of heating and cooling equipment. As a result, only a trained service professional can install the hardware. Additionally, to take full advantage of ComfortGuard monitoring, we require that you select a service professional from our network to receive alert information and access.

How much are the up-front costs associated with installation?

To get a price quote from an authorized service professional in your area, select the “Get Started” tab at the top of the page and provide the required information to confirm that service is available in your area. If it is available, simply select an authorized service provider from the list provided and call them directly to get a price quote for your installation and to schedule an appointment.

ALERTS

What types of alerts might I receive?

Alerts fall into three color-coded categories of severity: Caution, Warning and Urgent.

Caution alerts are sent because of intermittent system performance or a minor inefficiency. These do not require immediate attention, however preventative action may result in operational savings. An example would be an alert to check or replace your air filter.

Warning alerts are sent when there is degradation leading to a breakdown or extreme inefficiency. An example would be an alert warning that water was detected and your HVAC system turned off.

Urgent alerts are sent when an urgent issue requires immediate attention. An example would be an alert that your home temperature dropped below freezing.

How likely am I to receive an alert?

Customers with older systems generally receive more alerts. When ComfortGuard is installed on existing equipment, over 40% of customers receive an alert in the first six months of service. Customers who have ComfortGuard installed on a new system generally receive fewer alerts, however they will receive an alert to check or change their filter periodically.

What type of information is included in my alert?

Each alert includes an explanation of the problem we have identified as well as a recommended action for you to take. Additionally, your alert email will include your service professional’s contact information so you can quickly and conveniently schedule a repair.

What are the chances of receiving a false alert?

False alerts are very unlikely. Each and every alert sent is analyzed and composed by one of our experts. As a result, you are not likely to receive an alert unless a problem has been verified.

MONTHLY REPORTS

What is the Monthly System Report?

The system report includes a current system diagnostic check, any open alerts and a log of past alerts. The report also includes system runtime information such as runtime hours, estimated system cost and average daily cost.

When can I expect to receive my Monthly System Report?

Your report will be emailed to you the second week of every month. If you signed up for ComfortGuard service in the middle of a month, your first report will be sent in the month following your first full month of service.

MY ACCOUNT

Is there a warranty on ComfortGuard Hardware?

Yes. ComfortGuard hardware includes a five-year warranty.

How do I access my account?

Go to mycomfortguard.com and select the Login button at the top right corner of the page. After entering your email and password, you’ll be taken to your Homeowner Portal. You can access your homeowner portal on a computer, tablet or mobile phone.

What can I see on my account dashboard?

Upon logging in, you will arrive at your account dashboard. Here you will be able to view the status of your last system diagnostic check, any active alerts, a snapshot of your alert history, and live system data. You’ll also be able to navigate to your contractor contact information and system equipment information.

What is live data exactly? Should I keep an eye on it?

Many homeowners enjoy viewing live data for real-time access into their system. Currently, live data includes two graphs:

Temperature Split Graph: displays the temperatures of the air entering and leaving your equipment. Our experts and your service professional use this to better understand how efficiently your equipment is working to reach the desired temperature you set on your thermostat.

Voltage Graph: displays the amount of electricity being consumed by your equipment as it runs. Additionally, you’ll have access to the outside air temperature.

While we encourage you to take a look at live data, you certainly don’t have to. Our experts are monitoring your equipment and will let you know when there’s a problem.

WI-FI CONNECTIVITY

Do I need a home Wi-Fi network?

Yes. In order for the ComfortGuard sensors to transmit system data to our team of experts and your service professional, you’ll need a home Wi-Fi network. Once connected to your network, ComfortGuard can transmit data to our servers in real time.

My home internet service is not working. Will ComfortGuard detect equipment problems unrelated to connectivity?

If the problem persists, you will receive a connectivity alert from ComfortGuard.

The ComfortGuard device installed in your home will store runtime data for up to 15 hours and send it for analysis when internet connectivity has been restored.

While you will not be able to access Live Data during the outage, any alerts that may have occurred will be emailed to you once service has been restored.

When is data collected from my equipment?

ComfortGuard collects and transmits runtime data every time your system runs.