A story about "When Homey Pro breaks down and getting support"

OH2TH
Wed, 13 Mar 2024 04:18:14 +0000
Off-Topic

One morning decided to install the latest Homey Pro 2023 firmware update (1.3.1). Took the Homey app on my mobile and chose to update the Homey.

Everything seemed to go fine and the device rebooted and came up an running. However I noticed that nope, it’s still running previous 10.2.1 version. So I told Homey to update itself again.

Seemed that the update process is running again, however this time after reboot, I got the red circle of death. Meaning the the device didn’t reboot properly.

Pulled the plug for a few minutes to see if the power reset would help. Nope.
Used the Homey USB Tool to install current firmware. Nope, didn’t help.
Factory reset and install current firmware, no help.

Wow, now I have a dead Homey and no automation. So then open a support request to Athom, and described what happened. Within an hour I got the responses, that the have issued and RMA and that I should send my Homey Pro to service as there is nothing that could be done remotely anymore.

Packed my Homey and sent it on the same day. Now realising how slow Finnish Postal service really is. Took a week to arrive at Athom’s service center. Once arrived, they had investigated it promptly and arrived at conclusion that the device is indeed dead and nothing can be done about. As it under warranty they have now mailed me a replacement device.

At first seemed that we can live with that. But after a while, you realise that how all the missing automations are affecting the normal daily routines. Lights are not turning on by motion in the room. Button+ is not updating information on their displays. Charging the car is not collecting statistics. And many more.

Quick fix was to initialise some automation on Philips Hue hubs, take my Homey pro 2019 into production with some quick flows to compensate for missing lighting related automation. And this has helped us for the first week. Now to wait for a second week for postal services to carry the replacement back.

Story continues… Let’s see how restoring a backup will work, I really hope they work.

Thank you to Athom Support for your quick responses!

3 posts - 1 participant