Incredibly difficult migration

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  • Updated 2 years ago
It is totally impossible to reach Acurite by phone. Systems says I am caller no whatever. "Leave a phone number and we will contact you" Oh yeah ! That's when I can get the damn line, which most of the time I can't because they are experiencing problems.
I have left my phone number 5 times and never got a call back ????
WTF !
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Laurent Imbault

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Posted 2 years ago

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AcuRite Jennifer

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Hello Laurent,

We apologize for not being able to reach us. We are experiencing a higher than normal call volume which has overloaded our phone system. We are working on getting it corrected. We would be happy to assist you on here. Can you please tell us the problem you are experiencing?  Thank you. Have a good day!
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Laurent Imbault

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One of my tower is red (bar on the left side) even though the sensor seems to be ok
My second tower doesn't even show on the dashboard, even though both sensors are working fine
My 3rd tower is not connecting at all (24C86E0**** (removed due to privacy)
(Edited)
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Laurent Imbault

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A reply would be appreciated :)
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AcuRite Jennifer

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Hello Laurent,

We can see that there are 2 devices transmitting on My AcuRite. One is labeled Chalet and one is labeled 4543. On the Chalet there is a sensor that is offline. On the 4543 we are showing sensor labeled 4545 is showing offline as well. How far do you have sensor 4545 from the smartHUB? We would need to know the model number of that sensor to see if it is compatible with My AcuRite. We understand you are not with the sensor at this time. We will wait for the reply on what the model number is. you are saying the 09150TRX is not transmitting, this is an internet bridge/ smartHUB. How many should you have on your account just so we are clear on what we are looking at here? Thank you. Have a good day!
(Edited)
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Laurent Imbault

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HI
I have 3 hubs and 3 sensors. 
On Chalet, what is labelled as TOWER on the dashboard has a red bar at the left and it shows no data
At 4543, there is no Tower and one of the sensor (4545) shows offline. It used to work fine with the old system but not with the new one. This is why I want to activate my 3rd hub so as to put it closer to the 4545 sensor but the hub will not appear in my dashboard
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AcuRite Jennifer

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Hello Laurent,

The max distance that the sensors can be from the smartHUB is 330 feet.  The range will be reduced depending on the construction material the signal has to go through.  What is the model number of the 4545 sensor, and the model number of the tower sensor?  We would recommend bringing them next to the smartHUB, removing the batteries, and switching the A-B-C channel with no batteries in them. Once that is done, put the batteries back in, and wait for them to go into green or yellow status online which means they are updating. Once that happens you can put the sensors back where they belong. Thank you. Have a good day!
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Laurent Imbault

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This unit is still not being recognized: 24C86E***** (removed by admin due to privacy concerns)
MODEL: 9150TRX
(Edited)
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AcuRite Jennifer

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Hello Laurent,

What is the model number of the sensor that is not registering on My AcuRite?  How far from the smartHUB is that sensor?  Bring the sensor next to the smartHUB and remove the batteries. Change the A-B-C channel with no batteries in the sensor.  Once the channels are changed put the batteries back in the sensor and wait to see if they pick up from the smartHUB. To further assist you please provide us with the information we are requesting. Thank you. Have a good day!
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Laurent Imbault

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Problem is not with the sensor (as I keep telling you!!) it's with the BRIDGE. It does not appear in my Acurite devices
MODEL 0915TRX
MAC: 24C86E412B4
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AcuRite Jennifer

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Hello Laurent,

 This is the 3rd smartHUB you are trying to add onto your account and are not able to get it added is that correct?  The tower sensors are you able to add them on your other devices or is it a different location from the other smartHUBs? We have emailed you at the address on file for more personal information. Enjoy your day!
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Laurent Imbault

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Yes it's the 3rd one. And yes I'm able to add the sensor to my other smart hub. But here's the problem:
Before migration, I had 2 workable Smart hubs:
1) At the cottage: 1 SH and 1 sensor working fine
2) In the city: 1 SH and 2 sensors working fine
Since the migration the problem is that one of the sensor in the city is working off and on because it seems to be located too far from the SH. Thus the solution of a 3rd SH that would work with that sensor. So that in the city, I would now have 2 SM and 2 sensors working independently from one another.
ONly thing is system will not see the 3rd SM, so I can't set it to work with the 3rd sensor
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AcuRite Jennifer

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Hello Laurent,

We have ordered your replacement smartHUB and emailed you at the address on file. Please check your inbox. Thank you. Enjoy your day!
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Laurent Imbault

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Million thx
happy Holidays :)
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AcuRite Jennifer

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Hello Laurent,

Happy holidays to you and your family as well. Enjoy your day!