Does Athom respond to support tickets?

About three weeks ago I created a support ticket with Athom due to the massive issues I and (as I understand) many others have with Homey at the moment. Mainly Zigbee going down, but also other issues rendering Homey basically unusable.

I have not received any response yet. So as the topic: does Athom respond to support tickets?

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This what @Emile answered last Friday (31.01.2025) to nearly the same question of an other user on Slack:

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Thank you Dirk.

Well…then I guess there is some hope…

They should really remove that “Due to the Hollidays” though…is Februari now. :roll_eyes:

By the way…what is “Slack”?

Euh…
https://duckduckgo.com/?q=what+is+slack :grimacing::wink::wink:

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Zigbee going down and other issues … can you share more ?

  • which Homey version
  • since when that happen
  • what your Homey Developer Tools shows (overall and also Current command, firmware version) ?
  • which other issues

Athom Slack channel

Thank you for answering Sharkys.

Zigbee units not responding, the whole Zigbee protocol frozen. Error messages popping up that don’t really make any sense (at least not to me). 433 MHz sensor system freezes and sensors marked with red triangle. Sometimes Zwave is also non responsive. The faults are really erratic and the temporary fixes vary from just restarting the “Wireless weather sensor app” (to get rid of the red triangles), rebooting Homey sometimes work but sometimes a “Full software download” is needed. I did one of those today and now only a few hours later Homey is acting up again.

Pro 2019

Not 100% sure, but The 433 MHz sensor problems was what started it maybe a couple of months ago. The other issues have occurred a few weeks ago and I feel that everything is getting worse and worse.

I have not been able to find anything that sticks out in Dev tools other than that the list of Zigbee devices is empty when the Zigbee system is down. But then again…I don’t know what to look for. I don’t know what “Current command” means and with "firmware version, do you mean homeyVersion “12.3.0”?

What I listed above.

I have tested three different power supplies and have performed “Full software download” three times.

I have read in several different forums and FB groups that this is an issue that many other users are experiencing albeit not so much the 433 MHz sensor issues I have.

I have just deleted all my 433 MHz sensors and the “Wireless weather sensors” app…but I’m not that hopeful that that will make any difference.

Which error?

Again, what is behind that error - triangle ?

So I guess you are out of warranty already, correct ?

Scroll down on that page, you will see two entries there - but it makes sense to do it just when this issue occurs.

Try also PTP - Pull the plug of Homey for 15min - never worked for me but could help you.

The messages pop up and disappears, and to me they don’t really make any sense. Unfinished sentences and weirdly chosen words…so I have not been able to memorise them. I’ll try harder next time it happens…or even do a screen shot if I have the time.

I have no idea…that’s the problem. I think it might have to do with that a sensor is marked by the app after a certain amount of time if Homey has not registered any data from it. The sensors work as the should though…I can see that in my other hub (Tellstick).

Oh yes…a long time ago. And this Homey I bought used since my first lost the 433 MHz system altogether.

Also…I forgot to mention: when the 433 MHz sensor system is frozen I can still use 433 MHz devices like plugs and light bulbs…so It doesn’t seem to be the 433 MHz radio broadcasting that is the issue.

I’ll do that next time it happens.

Yeah…done that several times also (missed that I’m my list of actions above). Homey was without power the whole night last night.

Now I found it! I was looking in the main “System” page, not the Zigbee page.

At the moment Current command is “Idle”, but then the system seems stable. I deleted all 433 MHz sensors from Homey and the “Wireless weather sensors” app last night. Since that has been the first indicator that something is messed up I thought that I might try to eliminate that as a source to the problems. I’ts too soon to make any prediction, but so far so good.

Also, the firmware version on the Zigbee page is 2.6.3-20231124.

I too submitted a support ticket for a problem, but for Z-wave switches responding slowly (problem detailed and solved here). I got a response about 4 weeks later:

Thank you for reaching out! While we’d love to assist you, we focus on general support and can’t dive into user-specific configurations.We encourage you to check out the Homey Community Forum. It’s a welcoming place where knowledgeable users share their insights and might be able to help you out. If you haven’t explored it yet, we also recommend checking Homey’s Knowledge Base for valuable tips and information.

Turns out by increasing the polling interval on the Leviton Z-wave dimmer modules, the latency in response was addressed. As per the helpful solver on the Forum I submitted a suggested to the Leviton “official app” github site to consider increasing the default setting for the module in the Leviton app and sadly got a response about a week later dismissing the suggestion and missing key information that was in the post.

So much potential, but Athom support is currently slow, unresponsive, imprecise and inaccurate. :expressionless:

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I hate this. I want to keep loving Homey…but there are too many negative things happening now. :confused:

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I’m not sure you really understood the point here. You contacted Athom about 3rd party / “official” developed app, so they correctly redirected you to the app support itself. Then you got from Community answer, that you shall use GitHUB for this app, which you did but the developer denied this suggestion, because you did not share all the details, except of generic answer from Athom suggesting chatty device - Slow Z wave response - Leviton Polling Interval Default · Issue #12 · koktail-nl/com.leviton.issues · GitHub
Your issue seems to however be more complex one and neither of the way could be correct in this case. I suggest you to share ZWAVE view Homey Developer Tools from in the Homey Z-wave communication very slow - #11 by California_Dreamin and hope that someone from the community will help. If it will be confirmed that chatty are actually Leviton itself, then I would suggest to open new Github issue and address it to the developer.

Well, it’s true that you are also complaining about the approach to the product, which itself is ‘past its prime’ and not officially resold anymore. I’m not saying Homey Pro 2023 is without issues though :wink:

I submitted a ticket regarding Danfoss TRVs 7 Jan. Still no response except for the initial confirmation… Had to set them up in HASS instead. As an added benefit i learned that Home Assistant is really not that difficult to run!

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I’m not sure what you mean by “the approach to the product”.

My biggest gripes now is firstly the apparent lack of support from Athom and secondly the (in my opinion) huge vulnerability that many basic functions of Homey is relying the goodwill of unpaid private developers of apps (is that what you mean by “the approach to the product”?). When such developers are no longer supporting the apps, for whatever reason, features that Homey users rely on does not work anymore. In my case about half of my everyday flows doesn’t work at the moment and I’m afraid that when (if) Athom responds to my support ticket they will just refer to the app developer who in turn already blames Athom for the issue and is considering removing the app from Homey App Store. Here Athom, in my opinion, has dropped the ball.

Switching to a 2023 is not an option for me since the 433 MHz coverage is even worse than in the 2019 according to users that have done the switch. If this statement from Athom was true,


which it apparently is not (marketing lie?), I would have upgraded long ago for the other features. Shelling out € 399 for a product that has worse 433 MHz coverage is not that appealing to me, especially since I don’t even know what the fault is with my current 2019.

They took a month to answer me, so I returned the Homey and built a Home Assistant house…

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I agree that it takes too long for them to respond on support tickets.
It looks like they have grown too fast and their support team didn’t grow with them.

Luckily I can manage a lot myself ( had a homey pro 2019 ) but I can imagine if someone is new to the product this is a problem.

It’s looking more and more like that’s the route I’m being forced to go… :confused:

This is the first time I haven’t been able to solve an issue by myself or with help from the forum or other channels. I have been using Homey for years and have loved it! I have praised Homey to others but now I won’t do that anymore. I don’t want my friends to experience the frustration a non working home automation system brings.

You become a tad annoying by all of your complaints, all over the place.
You’d contact Athom when you have issues with your hardware and their support response time, and their marketing.
None of us can help you out on that!
Thanks!

If you like some help, just ask, without all the griefs and negativity :man_shrugging:

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