smartHUB loses connectivity to sensors and Internet

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  • Problem
  • Updated 9 months ago
  • (Edited)
My smartHUB periodically loses connectivity to all of my sensors.  This just started happening.  Some sensors are very close but it still looses connectivity to everything.  Everything was working fine for almost a year but for about 2 months I've been having problems.  Sometimes the sensors reconnect on their own but the problem seems to be worst the longer the hub is up and running.  After a hub restart the sensors seem to run fine for a week or two and then they might disconnect for an hour or two before reconnecting.  After another week or two the sensors stay disconnected for even longer periods. As I look at the hub right now the sensors have stayed disconnected for almost 12 hours.  Restarting the hub and the sensors connected.  

I'm also getting the e-mail from AcuRite  saying:
My
AcuRite has lost communication with my AcuRite smartHUB. No signal has been
received for more than 2 hours. This could be due to power outage or disruption of Internet service at this location.


But, I'm able to sign into the hub on my local network. Seems like the hub has developed a problem and needs to be replaced.

I've already moved the hub once with no change in the problem.

Hub application version is:  224
Boot Firmware version is 210
Model 09150M
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mdtoro

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Posted 10 months ago

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mdtoro

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Now that I was paying attention to all of the errors it looks like the SmartHUB has decided to give it up.  I decided to give it a hard boot after my above post.  Came back on-line for about 5 minutes and then went completely off line.  Booted again, no help.  Disconnected the network cable and noticed the network light stays on if the cable is plugged in or not.  Switched cables and still the same problem.  Looks like all of the disconnects were letting me know this hub was about to die.
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AcuRite Tori

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Hello mdtoro,

 We have emailed you at the email address we have on file. Please check your inbox. Thank you!

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mdtoro

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Wow,  I was told I need to purchase a new hub.  The replacement hub sent to me lasted less than a year.  Why would I buy a new hub?  My old good hub was bricked during the migration.  The replacement hub lasted less than a year.  I feel like I've been taken advantage of.  I'm not sure why I would spend $100 to get some sensors back on-line when it will probably fail again in less than a year.
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AcuRite Jennifer

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Hello mdtoro,

We are sorry that you feel this way. The smartHUB should not cost a $100.00. It is listed on our site at $79.99. Getting a replacement does not renew the 1 year warranty on the smartHUB. It is from the date of purchase from the original smartHUB.
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mdtoro

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Wow,  So there was no warranty on the replacement you sent me because the upgrade bricked my good unit.  This is really poor business practices.

I'm probably done with Acurite as a company to do business with.  Quality is poor. Don't stand behind your product. I don't want to continue to put money into products that break after a short time. 
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AcuRite Rachell, Employee

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Hello mdtoro,


We are very sorry for any inconvenience this may cause you.Our warranty policy goes by the original date of purchase. We sent the replacement smartHUB because the previous unit did not receive the update to use with the my AcuRite Platform.  Unfortunately, this does not extend or restart the warranty period.  We would be happy to discuss other options we may be able to provide you via email.  I did try to call the number we have on file from the order for the replacement smartHUB but was not able to reach you.  If you have any questions, please feel free to contact us via email.  Thank you.
(Edited)