See my edit
Show that to me here:
Noted! Those pages do direct you to use one setup method or another, so anyone following them should not end up in this situation, although it is not spelled out literally. If they want to switch later, the instructions direct to the Network Setup page above where this is documented.
If this ends up being a big problem/source of confusion, things can certainly be changed!
Well, my original comment was about that specific page
I wanted to respond to the numerous questions regarding the mysterious email address I referenced in my original post.
After reading the comments, I dug into my Google search history (which, until now, I didn’t even realize existed). Although I found multiple searches from that time period, I could not determine with certainty where I obtained the email address. The poster who suggested that it may have been a third party using a similar domain is probably correct. Anyone who has run into a technical issue and found the standard support process (often through Zendesk) insufficient has probably searched for alternative ways to contact a company. Personally, I prefer email because it creates a permanent record that I can easily reference later.
I also recognize that several people took issue with my paragraph expressing disappointment. Looking back, that’s understandable. I should have verified the email address before assuming it was legitimate, and I probably should not have included that paragraph in the first place. The truth is, I think forum-based support is valuable, and I have used it successfully many times. However, when you can’t find the information you need, it’s natural to start looking for other avenues.
I wasn’t quite sure how to correct the record, but I felt it was important to do so. That’s the purpose of this post. I considered simply editing the original post, but I realized there are really two separate issues. One is the Hubitat problem I was trying to solve, and the other is my mistaken assumption about the email address. Both are part of the story, so I decided to leave the original post intact and address the email issue separately.
So, the bottom line is this: I was wrong for not verifying the email address, wherever it originated, and I allowed my frustration to influence what I wrote. For that, I apologize. At the same time, I still believe Hubitat could provide a higher level of support for customers who have exhausted the available documentation and community resources.
I hope this clears things up and addresses the concerns raised by the Ambassadors and others who commented. A sincere mea culpa from me. Thank you for the time you invest in helping the community.
Thank you for sharing your story and feedback. This is the first time we've seen issues related to the paid support offered by Healy Technologies. We often hear only good things about their services like this post from a few years ago: Excellent paid support I got from Dan, at healytechnologies.com - Lounge - Hubitat
I agree, and that is generally how our support is structured today.
Because Hubitat works with thousands of third-party devices and integrations, along with countless unique home environments, our support team primarily focuses on issues related to the hub and platform itself—things like hardware failures, radio diagnostics, platform bugs, cloud services, backups, migrations, and other core functionality.
For automation design, third-party integrations, custom drivers, or device-specific behavior, there often isn't a single correct answer because every setup is different. That's where our documentation and community are invaluable, with many experienced users and developers sharing solutions that may apply to similar configurations.
Of course, if you've exhausted those resources and believe you're dealing with a platform or hardware issue, we're always happy to review engineering logs, investigate the hub's behavior, and escalate confirmed platform issues to our engineering team when appropriate.
To get our team involved, you can simply tag @support_team here in the community, or visit support.hubitat.com.