The following is a letter sent out to our Insteon Hub users:
Hello everyone,
We've been overwhelmed by the positive response to our last email. We've also been overwhelmed by the amount of questions! For those still awaiting a response, we apologize for the delay. That's why I thought it would be a good idea to just answer the top questions and share them with all of you. So, let's dive right in...
I'm trying to buy a subscription but when I enter my hub email and password in checkout, my hub account credentials aren't recognized. What am I doing wrong?
The checkout on Insteon.com is not associated with your hub account. You will need to create a separate shopping account during checkout to complete the purchase. It's ok to use a different email just so long as you've entered your hub account email when prompted immediately after adding a subscription to your cart.
How long will I have access to my hub without buying a subscription?
August 1st was the deadline to purchase a subscription. We have begun enforcing the subscription but it’s being rolled out slowly. If you haven’t done so already, we encourage you to purchase your subscription as soon as possible to avoid service interruption: shop.insteon.com
I don't want to buy unless I have voice control working. When will I be able to use Amazon Alexa or Google Assistant again?
Our Alexa Skill and Google Assistant integration is back up and available. If you’ve deleted the Alexa skill you can find it again by going into the Alexa app.
I own more than one hub. Do I have to purchase a subscription for each one?
It depends. If you have one account with multiple hubs, for now, purchase a single subscription. This will cover you for a year while we work out the details of a multi-hub plan. We will revisit this next year. If you have multiple accounts (one for each hub), you’ll need to purchase a subscription for each account.
The light on my hub is red and I can't log into it like everyone else. Will buying a subscription make it work again?
The short answer is no. If it was working prior to the services being shut off in April but the LED is now red, then we recommend a power cycle (unplug the hub from power, wait 30 seconds, plug it back in and wait up to five minutes). If the light on the front of the hub turns green you should be good to go. If it continues to stay red, double check that the network cable is properly connected to the hub and to your router. For more details on troubleshooting, visit our hub diagnostics page. https://www.insteon.com/support-knowledgebase/2015/12/3/insteon-hub-connection-diagnostics
My hub is dead. What are my options?
We are aware of the issues and we are investigating multiple options including repair, refurbished, and new inventory. Stay tuned. We appreciate your patience and understanding. UPDATE: We now offer a migration service for Hub 2 https://shop.insteon.com/products/migration-service-for-insteon-hub-2-2245-222
I factory reset my hub when the services shut down. I can log into the app but things are not working properly. What should I do?
If you're one of the many people that performed a factory reset of the hub while the services were shut down, you will need to go into the app and delete the house and then perform a factory reset on each of your Insteon devices before re-adding the hub and adding your devices back. To learn more about resetting devices, visit the factory reset page. https://www.insteon.com/support-knowledgebase/2016/2/24/factory-resetting-insteon-hub
Are you bringing back the Insteon forum?
It’s back online now: https://forum.insteon.com
What happened to smarthome.com?
Another entity has purchased the smarthome.com domain – Insteon is no longer connected to Smarthome. You’ll be able to buy Insteon products directly through Insteon.com and other partners in the future.
If you still have unanswered questions, please reach out to support@insteon.com - response times are long while we rebuild the team. Thank you for your patience and understanding.
If you are ready to purchase a subscription, here are those links once again:
Buy 2-year access to lock-in price and protect against price increases:
Price:$79.90
Purchase 2 years of Insteon Hub service. Provides mobile app access to Insteon Hub, email and push notifications, voice assistant integrations (Amazon Alexa and Google Assistant), and more.
Please note:
When clicking the button below, we ask for an email address. This address must be the one used to log into your Insteon Hub account.
When checking out, you will need to create a new Insteon store account - this is separate from your Insteon Hub account.
Prices are US Dollars.
For those that have made it this far in this very long email, thanks for sticking through it all and we hope you have a wonderful weekend.
Best regards,
Ken Fairbanks
CEO, Insteon Technologies
Two-year anniversary and next webinar date set