FAQ

SYSTÈME DE PLANCHER CHAUFFANT TRUE COMFORT

What is radiant floor heating?

Radiant floor heating consists of directly heating a mass rather than the ambient air. The concept of radiant heating can be illustrated by the example of a rock that is warmed by the sun. The rock absorbs the sun’s rays and the heat from the mass of the rock is subsequently dissipated to the surrounding environment.

The feeling of comfort is far superior to conventional methods such as baseboards, wall heaters or the forced air system. With warm feet, the occupant is more comfortable while enjoying substantial energy savings.

On which surfaces is a cable or a mat installed?

Depending on the chosen product, True Comfort’s cable or mat are installed on most subfloors including: plywood, smooth concrete, concrete panels, ceramic, acoustic membrane, anti-fracture membrane, mesh covered by a scratch coat or mortar bed. 

Please refer to the heating cable specification table and the heating mat specifications table for more information on compatible subfloors.

Which floor coverings are compatible with a heating cable?

The True Comfort cable, installed with gauges, and mat are compatible with a wide variety of floor coverings including: ceramic, natural stone, engineered wood, vinyl, floating floors, linoleum, parquet flooring and carpet.

For coverings other than ceramic or natural stone, it is important to always check with the manufacturer about the compatibility of their product with the floor heating systems. 

If the True Comfort heating cable is installed with uncoupling membrane, the installation is only compatible with ceramic, porcelain and stone tiles.

True Comfort does not recommend the installation of heating cables or mat under hardwood or cork.

Please refer to the heating cable specification table and the heating mat specifications table for more information on compatible subfloors.

Is it necessary to insulate the floor before installing the heating cable?

To maximize the benefits of radiant floor heating in the case of a smooth concrete installation, the concrete slab must be insulated to prevent heat loss. If only a section of less than 50 square feet of the concrete slab is heated, we strongly suggest insulating it on the surface before installing the cable, mat or membrane to limit the additional heat loss to the perimeter of the room. There are a variety of products available on the market to create a thermal barrier. The suppliers of insulation products will be happy to advise you.

How much does heating cost if using a floor heating system?

The cost varies from one installation to another. It depends on several factors including: local electricity rate (KwH), heat loss and insulation of the room, the level of comfort desired by the occupant and the duration of the heating. A radiant floor heating system can provide energy savings of up to 28% compared to conventional approaches.

Can a floor heating system act as a primary heating source?

Radiant floor heating can act as the primary source of space heating. Several factors are involved including: the level of insulation of the subfloor, the size of the room, the exposure of the external walls, the windows, the desired level of comfort as well as the power emitted by the system. Please contact Customer Service for more information on the installation of your system.

120V or 240V, which one to choose?

Let’s start by debunking an old myth: it doesn't cost more to use 120 volts or 240 volts to heat a floor. The 2 voltages can provide the power necessary for heating. This power is called watts and it is the unit of measurement for which we are billed.

Your choice will depend mainly on two factors: the size of the room to be heated and the availability of the electrical circuit.

In the first case, if the space to be heated is larger than 150 square feet, it will be less costly to purchase equipment to use a supply voltage of 240 volts due to the limitation of current intensity of the thermostats of 15 amps.

In the second case, due to the configuration of the premises, it could be easier to use one voltage rather than another by connecting, for example, to an existing electrical circuit provided that it is dedicated to heating and that the current of the circuit allows it. We strongly recommend that you contact an electrician to properly assess the possibilities before making your purchase: the mats and heating cables must be connected to the voltage for which they are manufactured.

True Comfort mats are available for a voltage of 120 Volts while True Comfort heating cables are available for voltages of 120 or 240 volts.

Who can install a heating cable system?

True Comfort floor heating systems come with detailed installation instructions. You can easily install the system yourself by following the installation guide and video (to come) or hire the services of a tiler, electrician, handyman, etc. You must ensure that the installation is done in accordance with the appropriate electrical code in your area. The thermostat must be connected by a qualified person where required by law.

TRUE COMFORT CABLE AND MAT

Can a cable be cut, to shorten it or extend it with another cable?

Never! The cable is manufactured to a very high quality of standards which are applied at the factory to maintain its integrity and ensure a long service life. The cable is calibrated at the factory to meet the heating needs of a specific floor area. Cutting it will render it unusable and the warranty will be void. Splicing (joining two cables) should not be done under any circumstances.

How are the cables fixed to the floor?

True Comfort cables are fixed to the floor using 2 exclusive methods: with installation gauges or inserted into the True Comfort membrane. Their designs facilitate cable installation and provide uniform spacing depending on the choice of installation method. The mat is made of self-adhesive substrate that holds the cable to the ground.

Can the cable be stapled to the floor?

Never! This will void the warranty. Always use the installation gauges provided. The mat, on the other hand, is made of cable placed on a self-adhesive substrate; you simply have to unroll it and press it well so that it sticks to the ground.

How to repair a cable that has been severed or damaged during the installation?

True Comfort has repair kits available. Please contact Customer Service for more information.

Can the cable and the mat be installed in a 3 seasons sunroom or a solarium?

Yes! They are approved for canopy or solarium installation. Depending on the insulation of your solarium, the heat loss due to fenestration and your location, a complementary heat source could be advised to ensure better comfort during peak periods in winter.

Can the cable and the mat be installed in a bathroom?

Yes! The systems are manufactured using very stringent quality procedures and they meet the CSA standard for wet installation. Note that the shower must have its own cable or mat.

How long does it take before I can start heating the floor after it has been installed?

The curing time (cure) varies from one product to another. Mortars and self-leveling underlayment’s take some time (up to 28 days) to cure completely. Consult the supplier or manufacturer of the product for their recommendations. It is not possible to accelerate the curing by heating. The consequences could be detrimental to the final quality of the cured product.

How long does it take before I can start installing the floor covering after the cable has been installated?

The time required before installing the tiles after the first coat will be dictated by the products used. In general, between 3 and 24 hours of drying are necessary. Check with the supplier or manufacturer of the products used.

TRUE COMFORT’S MEMBRANE

Can the True Comfort Membrane be used as insulation for the concrete slab?

No. The True Comfort membrane is not an effective thermal barrier.

How is the True Comfort Membrane fixed to the subfloor?

The True Comfort Membrane can be fixed to the subfloor with mortar, regardless of the manufacturer. The mortar must comply with the following standards depending on the existing the sub-floor:

  • Plywood: Polymer-modified mortar (ANSI A118.11)
  • Concrete: Polymer-modified mortar (ANSI A118.11)
  • Gypsum board finish: Unmodified mortar (ANSI A118.1)
  • Vinyl tiles: Polymer-modified fast setting mortar (ANSI A118.4 or A118.15)

For recommendation concerning other subfloors, contact Customer Service.

What mortars can be use on the True Comfort Membrane for tiles installation?

The tiles can be fixed to the True Comfort Membrane with polymers-modified mortar (ANSI A118.11) or unmodified mortar (ANSI A118.1). Please ask the manufacturer for their recommendation.

TROUBLESHOOTING

What if the thermostat screen does not display anything?

Check that the circuit breaker of the electrical panel supplying the thermostat is indeed on.

Check that the supply wires are connected to terminals L1 and L2 (N).

If the thermostat is powered and the wires are connected to the appropriate terminals, it might need replacement?

Is there a manual mode for the WIFI Programmable Thermostat?

Yes. To switch from programmable mode to manual mode, simply make the change in the True Comfort Connect app.

WHAT CAN I DO IF THE THERMOSTAT SCREEN INDICATES GFCI OR THE "RESET" BUTTON IS RED?

Hold the "Reset" button for a few seconds until the thermostat re-activates. If the situation persists, contact a qualified electrician to check the insulation resistance of the heating cable, the presence of a possible electric arc between the terminals of the thermostat and the electrical box, the presence of damaged wires or interference caused by electrical pollution.

For assistance, contact Costumer Service.

What can I do if my floor heating system is not functioning properly?

The easiest thing to do is to contact us by phone so we can do a troubleshoot based on the issues present.

Helpful tips:

Does the inscription GFCI appear on the thermostat screen and / or the button "Reset" is highlighted in red? If so, hold the "Reset" button until it resets. If the light comes back on when heating is required, contact an electrician to test the insulation resistance of the heating cable.

Check that the upper limit of the floor or air temperature is at an appropriate level.

If your thermostat is in programmable mode, check that the operating program is suitable.

Reset the thermostat to factory settings. Choose the manual mode of the thermostat, and raise the temperature to the maximum, then wait for 24 hours. If the floor heats up, the problem lies in the parameters that you have personalized.

Is the floor sensor properly located? Is the floor sensor influenced by an external factor such as a carpet covering it, the sun, or another heating source, such as ducts under the floor?

Don’t hesitate to contact Customer Service by phone. We are here to help you.

Error codes

E1F: Floor sensor not connected or broken.

E12: The programmable WIFI thermostat is unable to connect to the WIFI network. Connect the thermostat to the True Comfort Connect app.

E16: Potentially defective internal electronic component: Close the circuit breaker on the electrical panel for 30 seconds then restart. If the error persists, replace the thermostat.

E17: GFCI self-test failure: Close the circuit breaker at the electrical panel for 30 seconds then restart. If the error persists, replace the thermostat.

GFCI: see here

If the thermostat is turned off, should it be completely reprogrammed?

The thermostat keeps its programming at all times. The day and time will need to be adjusted after a power outage of more than 2 hours.

How to reset the thermostat to factory settings?
  1. Hold the upper button on the thermostat front for 15 seconds or until the thermostat software version is displayed.
  2. When the thermostat software version appears, press and hold the 2 buttons on the thermostat front panel simultaneously for 15 seconds or until the screen turns off, then release the buttons.
  3. When the screen is back on, remove the thermostat cover.
  4. Wait 30 seconds and replace the thermostat cover.
  5. If using a WiFi programmable thermostats, you will need to reconnect it to the True Comfort Connect app.

SENSOR

The sensor was forgotten during installation. How can the problem be fixed?

In the case of ceramic tile covering, it is possible to install a sensor between two ceramic tiles (in the grout). Otherwise, contact Customer Service for assistance.

WARRANTIES

What are the warranties offered by True Comfort?

True Comfort offers a limited warranty depending on the product, subject to installation in accordance with the installation guide provided with the purchase and the test log completed and returned to the Customer Service department.

  • Cable or mat: 25 years
  • Membrane: 10 years
  • Programmable dual-voltage electronic thermostat: 3 years

Refer to the warranty text here.

Follow-us!

Contact True Comfort Systems

Your comments, questions and suggestions is something that we are very interested to know. Let us know by completing this form. Thank you and you will hear from us soon.