Tutor
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11 Messages
Software Update taking system offline for more than 2hrs-no customer support available
What Security Company takes a customer security system offline for going on 2hrs without any notice of an update being available and delivered/pushed? I have received notifications in the past but not this time. My system is offline now (going on 2hrs and longer) because of a Software Update being pushed down to the system. It is getting dark(night time) and I can't arm my system, turn on any lights that are using the smart plugs, porch lights are not coming on nor can I log into the system. I'm on hold waiting for someone from Customer Service to pick up for almost an hour but yet they say customer service is 24x7 support. When I call from another phone and select option #1 for Emergency someone immediately picks up the phone. What type of company does this? What's the point of having this security system if this is how the customer experience will be?
vpivey
Tutor
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11 Messages
7 years ago
Finally got customer service on the phone and a technician will have to be scheduled to come out to determine what the problem is.
But first, Brandon suggested tyring a soft reboot but couldn't connect to the system so I suggested doing what has been in the past. A hard reboot (removing the battery and unplugging the system) and that worked after leaving it like that for almost 5 mins.
I was finally able to arm my system for the night.
The technician is still scheduled for tomorrow in case the software update begin again when is disarmed on tomorrow.
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