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Official ecobee Customer Support
1-877-932-6233 ecobee thermostat setup, wiring & support
schedule Mon–Fri 9 AM–9 PM ET, Sat–Sun 10 AM–6 PM ET
verifiedVerified Official blockNo Hidden Fees
Support available via: PhoneLive Chatecobee App Self-Service
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About ecobee Inc.
ecobee was founded in 2007 in Toronto, Canada, and is now headquartered in Toronto with US offices in Austin, TX. ecobee invented the first WiFi-enabled smart thermostat in 2009. The ecobee SmartThermostat Premium includes a built-in Alexa speaker and air quality monitor. ecobee's SmartSensors detect room occupancy and temperature independently, allowing the thermostat to optimize comfort in occupied rooms rather than just near the thermostat itself — a key differentiator from Nest. ecobee integrates with Alexa, Google Assistant, Apple HomeKit, and SmartThings.
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When to Call ecobee Support
These situations typically require speaking with a ecobee representative directly.
- check_circle Your ecobee thermostat shows 'No Power to RC or RH' after installation
- check_circle The ecobee HVAC system isn't heating or cooling when scheduled
- check_circle Your ecobee lost Wi-Fi connection and won't reconnect
- check_circle ecobee SmartSensors are not being detected by the thermostat
thermostat ecobee Products & Devices Covered
This support number handles service and technical support for the following ecobee products.
thermostat ecobee SmartThermostat Premium
thermostat ecobee SmartThermostat Enhanced
thermostat ecobee3 lite
thermostat ecobee SmartSensor (room sensor)
thermostat ecobee SmartSensor for doors and windows
thermostat ecobee Power Extender Kit (PEK)
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Common ecobee Issues
The most-reported ecobee problems and what to expect when you call for each.
power_off
No power to thermostat
ecobee shows 'No Power to RC or RH wire' after installation
chevron_right thermostat
HVAC not running on schedule
Heating or cooling not activating despite correct ecobee schedule
chevron_right wifi_off
Wi-Fi connection lost
ecobee offline and won't reconnect to home Wi-Fi network
chevron_right sensors
SmartSensors not detected
ecobee room sensors not pairing or showing as offline
chevron_right device_thermostat
Temperature reading inaccurate
ecobee thermostat showing wrong room temperature
chevron_right tips_and_updates
Fix It Yourself
Try these steps before calling. They resolve the majority of common ecobee issues.
1
Install the Power Extender Kit (PEK) if you have no C-wire
If your HVAC system doesn't have a C-wire (common wire), ecobee includes a Power Extender Kit (PEK). Install the PEK at your furnace/air handler control board — it splits the wiring to create a C-wire path without running new wire. Follow ecobee's video installation guide at ecobee.com/installation.
2
Check your ecobee wiring in the app before calling
Open the ecobee app → your thermostat → Settings → Installation Info → Equipment. The app shows exactly which wires are detected. Cross-reference this with the wiring in your old thermostat (take a photo before removing it). Incorrect wiring causes 90% of ecobee heating/cooling issues.
3
Place SmartSensors away from air vents and direct sunlight
ecobee SmartSensors measure room temperature and occupancy. Placing them directly in the path of HVAC airflow (near vents or return air) gives inaccurate readings. Mount them 5+ feet from vents at a height of 5-6 feet on a wall for the most accurate occupancy and temperature sensing.
shield Warranty & Coverage
ecobee thermostats include a 3-year limited warranty — one of the longest smart thermostat warranties available. ecobee SmartSensors include a 1-year warranty. Warranty claims are processed via ecobee.com or by calling support.
quiz ecobee FAQ
Common questions answered by our research team.
add How much does ecobee save on energy bills?
ecobee claims up to 26% energy savings on heating and cooling based on internal studies comparing ecobee against a non-programmable thermostat held at 72°F. Real savings vary by climate, home insulation, and HVAC system — but Eco+ scheduling, away detection via SmartSensors, and utility rebate programs typically pay for the ecobee within 1-2 years.
add Does ecobee work with Apple HomeKit?
Yes — ecobee SmartThermostat is one of the best Apple HomeKit-compatible thermostats available. After setup in the ecobee app, add it to HomeKit using the HomeKit code printed on the ecobee box. Control temperature via Siri, set HomeKit automation rules, and view energy usage in the Apple Home app.
add What is the C-wire and do I need one for ecobee?
The C-wire (common wire) provides continuous 24V power to smart thermostats that need always-on power for Wi-Fi connectivity. If your existing thermostat has a C-wire, ecobee installation is straightforward. If not, use ecobee's included Power Extender Kit (PEK) to work without a C-wire.
add Can multiple ecobee SmartSensors be used in different rooms?
Yes — you can use up to 32 ecobee SmartSensors per ecobee thermostat. Place them in bedrooms, living room, or other occupied spaces. Create 'Comfort Settings' in the ecobee app for different times of day — ecobee will prioritize the temperature in whichever rooms have sensors and are detecting occupancy.
add Does ecobee offer utility rebates?
Many US utilities offer rebates of $50-$100 for installing an ecobee smart thermostat. Check ecobee.com/en-us/rebates or your utility provider's website. Rebates can make the ecobee effectively free after rebate in many utility service areas across the USA.