14 Days of Silence – Homey Pro Breathing Red, No Support at All

Questions & Help
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1

Hello everyone,

I’m reaching out here because I’ve been experiencing a serious issue with my Homey Pro (early 2023 model) and haven’t been able to get any help from official support so far.

I purchased the device about 3 months ago, after a lot of research and with high expectations. Sadly, one morning I noticed the device had gone into “breathing red” mode — completely on its own, without any changes or updates. Since then, it’s been stuck in that state.

I immediately submitted a support ticket through the web portal, but it’s now been 14 days, and I haven’t received any reply or update.
I’ve attached a screenshot of the ticket below for reference.

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In the meantime, I also tried contacting support@athom.com and support@homey.app by email. Unfortunately, I only received an automated response saying:

“This is not the correct way to get in touch with our support team… Please use our Knowledge Base and structured contact form.”

While I understand the need for structured support systems, I’ve already used the correct channel — and that’s exactly the issue. My concern is not just about the device, but about the lack of follow-up. I really expected better communication for such a premium product.

Issue:

  • Device began breathing red on its own.
  • After multiple reboots, it always goes from rotating white to breathing red — it never fully boots.

What I’ve tried so far:

  1. Entered recovery mode by holding the pinhole and connecting via USB-C. Device turned breathing orange.
  2. First used a USB-A to USB-C cable (failed), then switched to USB-C to USB-C (successfully connected).
  3. Used the USB Tool to install the latest firmware v12.4.0.
  4. Rebooted — still breathing red.
  5. Performed a factory reset — no improvement.

At this point, I’m stuck with a non-working device and no feedback from support. I’m hoping someone from the community or the Homey team can help point me in the right direction or escalate the issue.

Thanks in advance

2

Have you submitted it as warranty claim ? If not, you should, than I guess they will come back much quicker.
You can also try another power supply but if the Homey goes red even after factory reset even with new cable power supply, I doubt it will be fixable.
Re USB-C - just note that the shorter is better.

3

I have just received feedback from support, they are asking for my invoice. I feel that they will probably replace under warranty

1 Like
4

First of all, welcome to the Homey Community!

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5

Guess you tried everything, including the correct support channel and being patient.
Hopefully it was an incident, (both the defect as the support duration) and will be fixed soon.