Ondilo Reviews 147

I’ve had the ICO for 2–3 years. It doesn’t work anymore. It has always been unreliable. I ended up spending extra money on a new sensor and a new calibration kit, only to find out that the module itself is broken. How do they even break just from being in water—that’s what they’re designed for, right? At that price, I would definitely choose something else next time.

These people and the smart pod are absolutely useless, my pod has been sitting on test for more time than it has been in my hot tub in the last 18 months while they do absolutely nothing. Neither the product or the support (or lack of) work!

I bought a Smart Pod last Summer. I have to say that the system itself (monitoring PH, sanitising, heat, etc) is/was fantastic. However, when it came time to recharge the battery and calibrate the pH and ORP sensors things went wrong. The battery would not charge above 28% - finally it bounced to 100% but it would not retain its charge and we now have to recharge is weekly (or most recently after a few days). When it came to recalibrating the sensors, one sensor would recalibrate whilst the other did not.

I reached out to the support team. They looked at my pod remotely and could see that there was a problem. Said that they would send parts and in advance of sending them that I needed to provide a receipt which I duly did by return e:mail. That was in very early February. I was told I would receive parts and the tool to change the battery, etc. However, in the middle of March nothing had been received. I chased and was told that the invoice had been raised (zero value) and that my parts were about to be sent. Today almost a month later still nothing received. I have sent a chase e:mail but haven't had a response yet.

This piece of kit is amazing when it works. The help from the Support Desk is excellent but they can only do so much - someone clearly has not followed-through with send out my parts. At this point, I feel that Ondillo should refund me or send a completely new pod.

Over all, very disappointed hence I can only award two stars.

Update:

The next day, following my review, Ondilo responded. As good as their word a replacement was sent immediately by courier and was received a few days later. Very quick response indeed. Hence I have updated my star review from a two to a four.

What an unfit for purpose these devices have turned out to be, lve fought for two replacement ICO through Hydrolife so in reality that’s three devices lve had now, my son is on his second device, Ondillo responses in the past have useless and l will never buy another from this company, issues range from unable to connect to device, device showing sensors are not in contact with water, no Bluetooth connection amongst others. The issues will these devices has become so bad that Hydrolife are no longer stocking or selling them, that should be the Red Flag that tells everyone not waste your money on them.

Bought a Smartpod June 2023, had a few problems setting up which was rectified. Great bit of very expensive kit whilst working. July 2024 needed recharging, then totally died. After long painstaking communications with Jacuzzi uk who i bought off and Ondillio, i finally was sent a new pod V2, i thought great, no issues now, but earlier this year on calibrating a sensor had broken off, Ondillio said out of warranty and sort myself, no help. Jacuzzi sent me a replacement partially used sensor free of charge which was good customer service from Jacuzzi UK. Swoped this over and carried on using no issues. Came to recharge again and guess what, caputt battery, the pod only works now if plugged in as the battery won't hold the charge, so useless. Definitely won't buy one again, will use test strips again, and try to find another brand. The pod is a great idea when works, but is very unreliable, the parts inside and battery must be very cheaply made. Expensive waste of money, good luck to all that buy!! Communications are a challenge with Ondillio!

Don't waste your money on one of these. I am on my third unit having had it replaced under warranty. It has failed again, got very hot whilst charging and now completely dead. I followed all instructions, removed Sensors and dried it out.

Purchases item and after nearly a year, the item just stopped working.

I had to request a call for someone to call me and go through the details. I found the call very efficient and I was promised replacement parts.

Now these parts never have been received, they have provided a tracking information but not to my address.

Really the disappointed and also to see the other reviews

It’s also getting escalated to Jacuzzi

The product does not work. And customer service is giving me very troublesome procedures to try to test why it doesn't work. I do not recommend this product.

Similar experience to other reviewers. Purchased an ICO unit 2 years ago and it’s great when it works but that isn’t for long. Had several replacement parts and probes sent out whilst under warranty but it keeps breaking. Now after the warranty has expired their suggestion is to buy another one. Going back to strips.

Have had one problem after another. The company keeps replacing the ICO core every time there is an issue unfortunately the new one only lasts 6 or 7 months. The company then replaces the ICO core and probes but few months later it goes back on the blink. To be fair to Ondilo customer service they went out of their way to resolve the problems by replacing new ICO core. My personal experience has not been good. It works well for a few months when it’s new and then develops issues especially the PH probe seems to a major problem. I would not recommend buying this product. The next time mine develops a problem I will throw it in the bin and use the strips.

In response to your reply
I don’t understand the reason to return the Core. If the replacement was new which I have no doubt it was, then you should have confidence in your product’s performance. So the old Core and new one have the same issue of wrong PH data. Common sense would say perhaps the Core is not the problem but the PH probe is faulty. I have ordered a new PH probe so wait and see what the outcome is.
To correct your reply to my review. The reason for the first replacement was not because the probes broke but the issue was with PH incorrect readings. After the new ICO Core arrived there was a problem with the probes that broke while trying to remove the probes from old core to insert in the new one. I still don’t understand what exactly you think I did to those broken probes? I followed the instructions that was given to me and I have also offered to send you that core with the broken probes for you to investigate what might have happened.

I have an Ondilo water meter in my Jacuzzi in my garden. Unfortunately, and I had some problems with the pH readings. When I originally reported them, I did get a call back but their solution did not work and I was forced to reach out again. I have to say, I am overwhelmed and amazed by the attention I have received. I was contacted by the principal of the company who personally helped me diagnose and find a solution. He followed it up on more than one occasion and I have to say the service was overwhelming. I am so impressed and grateful for this level of service. It’s actually quite refreshing in this day and age.

Bad experience , assistence very bad , dont refund the products dont work

Don't buy the ICO pool monitor. The marketing material sounds great but trust me, don't buy it.
The product is well made, easy to setup and operate. The information displayed in the app is well-presented and easy to read.
The critical failing with the ICO water monitor is the maintenance/intervention recommendations are at best misleading and in most cases simply wrong. I had hoped that a simple 2 sensor setup combined with AI-powered recommendations would replace the traditional test strips but in fact I'm using the test strips more than ever to sanity check or correct the recommendations that ICO is providing.
Having used this product for 3 months now, the recommendations are limited to adjusting Ph or Chlorine to keep the water just within the parameter tolerance set. It does not make recommendations on total alkalinity, CYA levels or any other parameters that are absolutely necessary to maintaining water quality. Each time, I see a recommendation from ICO, I have to check using test strips and typically need to take a different approach than simply piling in Chlorine.
The ICO is simply useless as an automated monitor. Save your money and look elsewhere.

last only a few years i called explained this issue they took me through a list of things and then said where is your invoice and its out of warranty ONLY LAST 3 YEARS and i hardly used it in that time as I was away in Portugal and spain.

This product is a complete failure. It’s unusable straight out of the box because the essential QR code is missing. Without it, you literally can’t set it up or do anything with it. I contacted customer service multiple times and received absolutely no response. No apology, no solution, nothing. For a company selling tech products, this level of negligence is unacceptable. Save yourself the headache and avoid this product.

Support non existent

I really only give this company one star because “no stars” is not an option. Please pay attention to the negative reviews. This product is not worth the money or effort.I purchased one 3 years ago and have had it replaced twice and sensors once. Now the unit has failed a throw time and the company refuses to help. They make excuses about why it is the customers fault that the unit failed. Quite frankly I consider purchasing this unit a fraud.It lasts for 2-3 years and then the only fix is to buy a new one. I was insulted that they suggested I purchase a new one when the original ones failed in less than 8 months. So, please do your research and truly look at other options. This is NOT a good place for your money.

Don't by this product.
Quality is poor and the service is as bad as it can be. Just received my unit back after repairs and it still does not work. Took me forever to get them to recognise that the unit had faults. Now I have to go through the same cirkus ones more.

On my 3rd product core, now the PH sensor has split down the plastic seam..i am told i have been badly using the product....to be honest it has never really worked. I don't believe i have done anything wrong except give them hundreds of pounds for a rubbish product which is now in the bin.. finally. Great service

Well, this unit came with the pool at my new house. It worked fine for a year. I even recharged it twice without issue. The app was fine.

The device suddenly started giving bizarre pH readings, typical of a sensor failure or need of recalibration.

Removed the unit from the pool, ordered a hideously expensive recalibration kit and put it on the charger.

Next time I looked, the unit had ceased to register as charging or charged ... as far as I can tell, the battery has failed and there is no obvious way to fix this, though clues welcome.

This is now an expensive piece of junk and as I am in Thailand, service is far away, French and from the reviews here, not much use.

Pretty sad this was the end result, I like being able to monitor the state of the pool while I am away