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True Comfort floor heating system

What is radiant floor heating?

Radiant heating involves heating a mass directly rather than the ambient air. The concept of radiant heating can be illustrated by a stone that is heated by the sun. The stone absorbs the heat from the sun’s rays and when you put your hand close to it you can feel the heat radiating from it and being redistributed into the environment.

The feeling of comfort from radiant heating is far superior to conventional heating methods such as baseboards, wall radiators or hot air systems. Radiant heating guarantees comfort by keeping feet warm; it also delivers substantial energy savings.

On what surfaces can a heating cable be laid?

True Comfort cable can be installed on a wide variety of subfloors, including plywood, smooth concrete, cementitious panels, ceramic tiles, uncoupling membranes, acoustic membranes, crack-bridging membranes, pre-coated mesh, and mortar beds.

Please refer to the Heating Cable Compatibility table on the specifications of the product for more information on compatible subfloors.

Which floor coverings are compatible with radiant heating?

True Comfort cable is compatible with a wide variety of floor coverings, including ceramic, natural stone, engineered wood, vinyl, floating floor, linoleum, parquet, and carpet.

For coverings other than ceramic or natural stone, check with the manufacturer to determine the product’s compatibility with floor heating systems.

True Comfort doesn’t recommend installing heating cables under hardwood or cork.

For more information, consult the flooring Heating Cable Compatibility Table.

Does the floor need to be insulated before the heating cable is installed?

If installed on smooth concrete, the concrete slab should be insulated to prevent heat loss and maximize the benefits of radiant floor heating.

If only a section of the concrete slab is to be heated, and that section is less than 50 ft2, we strongly suggest that you insulate the surface of the concrete slab before installing the cable or membrane to limit additional heat loss at the perimeter of the room.

There are a variety of products available on the market for creating thermal barriers. Our Customer Service will be happy to advise you.

How much does it cost to heat a floor with heating cable?

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

Can radiant floor heating be used as the main source of heating in a room?

Radiant floor heating can act as the main source of heat in a room. Many factors play a part, including the insulation level of the subfloor, the size of the room, the exposure of the outside walls, the fenestration, the level of comfort required, and the power emitted by the system.

Please contact Customer Service for more information on the options available for your project.

120 or 240 volts? Which to choose?

First, an old myth needs to be debunked. It doesn’t cost any more to use 120 volts or 240 volts to heat a floor. Both voltages can supply the power needed for heating. Power is measured in watts, and it is the unit of measurement for which a customer is billed.

The choice of voltage 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 ft2, the purchase of equipment will be less costly by opting for a 240-volt supply voltage because of the 15-ampere current limit for thermostats.

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

True Comfort heating cables are available in 120 or 240 volts.

Who can install a heating cable system?

True Comfort floor heating systems come with detailed installation instructions. You can easily do the installation yourself by following the guide and the installation video or hire the services of a tiler, electrician, handyman, etc. You must ensure that the installation complies with the appropriate electrical code for your area.

Where required by law, the system should be connected by a qualified person.

True Comfort Cable

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

Never! The cable is manufactured at the factor to very strict quality standardsto preserve its integrity and ensure a long product life. The cable is calibrated at the factory to meet the heating requirements of a floor of a specific size. Cutting it will render it unusable and void the warranty. Under no circumstances should two cables be spliced.

How are the cables fixed to the floor?

True Comfort cables are fixed to the floor using two exclusive methods: either with True Comfort Cable Spacers or by inserting them into an uncoupling membrane. Their design facilitates cable installation and ensures uniform spacing depending on the installation method chosen.

Can the cable be stapled to the floor?

Never! This would invalidate the warranty. Always use True Comfort Cable Spacers or an uncoupling membrane.

How do I repair a cable that has been cut or damaged during installation?

True Comfort sells a Repair Kit. Please contact Customer Service for more information.

Can the cable be installed in a three-season conservatory or a solarium?

Yes, it is approved for installation in a conservatory or solarium. Depending on the insulation of your solarium, the heat lost through the windows and your geographic location, a supplementary heating system may be advisable to ensure greater comfort during peak winter periods.

Can the cable be installed in a bathroom?

Yes, our cables are manufactured according to very strict quality procedures and meet the CSA standard for installation in a damp environment. A separate cable from the one covering the bathroom floor must be used in the shower.

How long should I wait after laying the floor covering before starting to heat it?

The drying time (curing time) varies from one product to another. Self-leveling cements and undercoats take time (up to 28 days) to reach their expected physical properties. Consult the product supplier or manufacturer for a recommendation.

Do not accelerate the drying process by heating the floor: the consequences would be detrimental to the final quality of the hardened product.

How long do I have to wait after laying the cable before installing the flooring?

The time required to install the floor covering after leveling is dictated by the products used for leveling. Three to 24 hours drying time are generally required. Check with your cement-glue or self-leveling underlayment supplier or manufacturer.

Uncoupling membrane

Can flexible or wood floor coverings be installed with an uncoupling membrane?

Yes, it can. Check with the floor covering manufacturer to make sure the product is compatible with radiant floors. The cable must be installed with alternating spacing. Moreover, the temperature sensor must be installed between the cable runs that are closest together. Cover the cable and uncoupling membrane with ½ in. of self-leveling cementitious underlay above the highest point of the uncoupling membrane.

Peut-on utiliser une sous-finition autolissante par-dessus la membrane de désolidarisation?

Yes, it can. For tiles, apply a thickness of between ¼ in. and ½ in. above the highest point of the uncoupling membrane. For flexible or wood flooring, allow for a thickness of ½ in. of cementitious self-leveling underlay above the highest point of the uncoupling membrane. Note that in the latter case, the cable must be installed with alternate spacing, and the temperature sensor must be installed between the closest cable runs.

Can an uncoupling membrane be used as insulation for the concrete slab?

No. An uncoupling membrane is not an effective thermal barrier.

How is the uncoupling membrane bonded to the subfloor?

The uncoupling membrane is bonded to the subfloor with thin-set mortar, regardless of the manufacturer. However, the thin-set mortar must comply with the following standards, depending on the subfloor used:

  • Plywood: Polymer-modified thin-set mortar to ANSI A118.11 standard
  • Concrete: Polymer-modified thin-set mortar to ANSI A118.11 standard
  • Gypsum underlayment: Unmodified thin-set mortar to ANSI A118.1 standard
  • Existing vinyl tiles: Fast-setting polymer-modified thin-set mortar to ANSI A118.4 or A118.15.

For recommendation about other subfloors, contact Customer Service.

Which cement-based adhesives can be used on an uncoupling membrane to install the tiles?

Tiles can be bonded to an uncoupling membrane using either AINSI A118.11 polymer-modified thin-set mortar or ANSI A118.1 non-polymer-modified thin-set mortar.  Please check with the manufacturer for their recommendation.


What should I do if the thermostat screen doesn't display anything?

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

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

Replace the thermostat if it is powered and the wires are connected to the correct terminals.

Is there a manual mode for the Wi-Fi programmable thermostat?

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

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

Press the “reset” button on the side of the thermostat for a few seconds until the thermostat starts up again. If the situation persists, contact a qualified electrician to check the heating cable’s insulation resistance, the presence of a possible electric arc between the thermostat terminals and the electrical box, the possibility of damaged wires or interference caused by electrical pollution.

Contact Customer Service for assistance.

What should I do if the heated floor doesn't seem to be heating?

The simplest option is to call us to troubleshoot the issue based on the symptoms.

But first, here are a few ideas:

Does GFCI appear on the thermostat screen and/or the reset button light up red? If so, press the reset button. If the problem persists, contact an electrician to test the heating cable’s insulation resistance.

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

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

Reset the thermostat to factory settings. Select manual mode on the thermostat and turn the temperature up to maximum. Wait 24 hours. If the floor heats up, the problem is probably in the settings you’ve customized.

Is the floor temperature sensor correctly located? Is the floor sensor being influenced by an external factor such as a carpet covering, the sun or another heating appliance (ducts under the floor)?

Don’t hesitate to give us a call, we’re here to help: Customer Service.

Error codes

E1F: Floor temperature sensor not connected or broken.

E12: The Wi-Fi programmable thermostat cannot connect to the Wi-Fi network:

  1. Turn off the circuit breakers for 30 seconds and then turn them back on.
  2. If the problem persists, change to another working thermostat to determine whether the cause lies with the installation or the thermostat.

E16: Potentially faulty internal electronic component: Turn off the circuit breaker at the electrical panel for 30 seconds, then turn it back on. If the error persists, replace the thermostat.

E17: GFCI self-test failed: Turn off the circuit breaker at the electrical panel for 30 seconds, then turn it back on. If the error persists, replace the thermostat.

GFCI: Press the “reset” button on the side of the thermostat for a few seconds until the thermostat start up again. 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 thermostat terminals and the electrical box, the possibility of damaged wires or interference caused by electrical pollution.

Contact Customer Service for assistance.

If the thermostat is off, does it need to be completely reprogrammed?

The thermostat always retains its programming. You’ll need to adjust the date and time after a power failure that lasts more than two hours.

How do I link the Wi-Fi programmable thermostat to the True Comfort Connect app?

Download the free True Comfort app to your mobile device from the App Store or Google Play.

Open the app and log in to your True Comfort account or create an account.

In the menu on the right, choose “Add a device” and follow the on-screen instructions.

How do I reset the thermostat to factory settings?

  1. Press the UP button on the thermostat until the software appears on the screen.
  2. Press the UP and DOWN buttons simultaneously until the screen goes completely blank or CLR appears on the screen.
  3. Press the UP button to make YES appear.
  4. Press and release the UP and DOWN buttons at the same time. DONE will appear and the thermostat should light up again.
  5. When the screen lights up again, remove the thermostat’s front panel for 30 seconds and replace it.


The sensor wasn’t installed at the time of installation. How can I fix this issue?

In the case of tiled floor covering, a temperature sensor can be installed in the grout joint between two tiles.
In all other cases, contact Customer Service for assistance.