I've been having problems the past few days with the Hubitat hub itself. It was working, but gave off a burning-type smell. When checking it, it was pretty hot. I unplugged it for a few hours. Restarting it, a few hours later, the same thing after a while: smell and hot but working. I unplugged and waited again. Now, plugging it in seems to do nothing. There are no lights, and it can't be seen on the network, there is no smell, and it is not hot. I've used a different power supply just in case (the first one works with another device, too).
I think I hit what is the reset button, which is gold and seen through the grid on the bottom. It made no difference whether using it while applying power or after power was applied. I tried momentary and like 35 seconds just in case.
I can't think of anything else to try. I'm at a total loss.
The one that came with it, I believe. I'd take a picture but I tossed it last night incase it had gone bad. I then tried it on an old Samsung charger rated at 5V 2A.
Nothing about the hub is operation at this point. No lights, no smell, not hot, not on the network including looking for it as a new hub after hitting reset.
Does anyone know how long it takes for Hubitat to respond to support through their Subscriptions support form? I've gotten nothing in two days. Emails to support@hubitat.com say it is not monitored.
Usually 1 business day, but we had a little backlog yesterday and couldn't address all the cases. Someone will get back to you as soon as possible, though. If this is an emergency, please send me a private message and I'll see what I can do to help you out this weekend.
I have to say, I'm a bit frustrated and disappointed. I got one acknowledgement to my 10/12 Hub Protect support request on 10/16. I responded to it two days ago. Again yesterday. And still nothing today.
Considering I pay for support for something central to daily life, and explained I had a (reasonable) timeframe I needed resolution by (10 days), this is really kind of unacceptable.
If anyone has a contact they could forward this to, I'd greatly appreciate it.
EDIT: This was apparently not written well and people read a lot into it that was not intended. I shared the details of the Hub Protect options because I couldn't find them. Them offering the C-8 as an option for me coming from a C-5 was nice, and I took that opportunity. My disappointment is limited to the responsiveness of the support team. I apologize for riling things up. I made some edits below but left the original for full transparency.
Original:
For those interested, I was offered C-5 to C-7 [edited from"C6 or C-7"] as a replacement, or C-8 for $80, under Hub Protect. So Hub Protect does not keep you with latest version.
[Edit: just ignore this. It was just me sharing something I noticed.] The price difference between C-7 and C-8 is normally $40 on their site.
I was offered the difference for $80. I also paid shipping, in case you wondered.
It took seven days and complaining here to resolve. Fastest shipping, at customer cost, is 2 days. I'm not sure if it will ship today. (Amazon would have it here as early as 10am tomorrow under prime.) So 9-10 days for the house to be broken, plus whatever time to re-setup from backup through online protection, which I think has backups, but I cant find a way to confirm right now.
The c6 never is existed only the c5/c7. That said Hub protect usually gives you what you have not the latest unless that's all that's in stock. Getting a c7 upgrade to a c5 is a pretty good spiff or getting a c8 at %50 off is even better..
I presume you meant C-5 and not C-6. Your post makes me pose a few questions?
What model hub did you have protected under the Hub Protect warranty service? If it was a C-5, I would expect them to offer you a C-5 for free. With any newer model being offered at a discount.
Is the warranty service on the hub or the hub and shipping? Unless it is the latter, I would anticipate paying for shipping.
Is there anything in the Hub Protect documentation that would make a subscriber believe they were entitled to the most recent model of hub as a warranty replacement on a much older model of hub? Because if there is, I can’t find it.
It seems to me that you were already offered an upgrade for free - from a C-5 to a C-7. If it were me, I would have gone with that choice, especially as you are unhappy to pay for an upgrade to a C-8.
Lastly, I’m not sure what the point is in comparing the price difference between a C-7 and C-8. The relevant difference would be between a C-5 and C-8.
I wouldn’t expect an extended warranty plan (which is essentially what the Hub Protect service is) to include a hardware upgrade to the latest and greatest available at the time of a claim.
Unless perhaps the warrantied hardware revision was no longer in production. Or the terms of the subscription specifically called for that kind of upgrade.
