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Level 4: Private Eye

Smart Home Service being "discontinued"

So I received a email the other day that the Telstra Smart Home Service is being discontinued from 16 November 2020.

So I am assuming that since the major change in Smart Home plans people have not taken up this option, but given the customers who have been using this service for many years now (I adopted early) I find this very disapointing. 

Having spent a fair amount of money on window and door sensors, plugs, lighbulbs, cameras and even my Smart Thermostat, this leaves me with a large number of items that will be rendered useless. 

I note in the email that Telstra will replace some items with new (for example a Connect Smart Home Dorr & Window sensor) but I was offerred one single sensor, what about the other 15 I have in my home on all windows and external doors?

I rung Telstra and asked the very same question - "Will items be replaced (by Google Nest devices) as a single item only or a one-to-one item basis?" (eg: 2 for 2, 3 for 3 etc)

I was told they would ring me back that afternoon, it has now been a week since that call.

Can anyone help?

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9 REPLIES 9
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Level 25: The Singularity
Level 25: The Singularity

Re: Smart Home Service being "discontinued"

I was under the impression that it was on a device per device basis and that if a device won't work with Google Home (eg your Thermostat), then you would get a refund for that. 

 

I didn't expand my Telstra Smart Home beyond the 2 door/window sensors and the Indoor Camera as the Camera didn't work with the way my ISP was set up, so I am getting my devices replaced.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
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Level 4: Private Eye

Re: Smart Home Service being "discontinued"

Thanks Jupiter for your reply.

I hope you are right in regards to the device per device basis, but it is not clear on the email I received as it just lists single items (1 of each) with single replacements for some items. 

And yes they listed the Thermostat as a refund amount, even thou it does work with Google. 

 

So for example with everything I bought for my Telstra Smart Home will it be replaced on a One-to-One basis?

15 x window/door sensors 

4 x Smart plugs

2 x Indoor cameras

4 x Smart globes

2 x Outdoor cameras 

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Level 25: The Singularity
Level 25: The Singularity

Re: Smart Home Service being "discontinued"

I would hope so. I haven't received my confirmation email yet so it's impossible to be 100% sure.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
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Level 2: Rookie

Re: Smart Home Service being "discontinued"

I queried today about no confirmation email, as the replacement google devices despatch date was from the 15th October.

The reply via messages-

“You're welcome. I have checked the account and unfortunately, your current device cannot be migrated or replaced to  the new Google Nest solution. Nothing to worry. You will be receiving a full refund for the devices that are no longer usable on your end. This will be done by our Back of House Team. One of their Specialist will contact you and take care of this for you.”

 

2 cameras 2 door/window sensors 2 smart plugs 1hub under 2 years old

Very disappointing 

 

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Level 25: The Singularity
Level 25: The Singularity

Re: Smart Home Service being "discontinued"

Those devices are explicitly mentioned as things that would be replaced with Google Home/Nest devices. Sounds like the switchover program has fallen in a very big hole.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
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Level 1: Cadet

Re: Smart Home Service being "discontinued"

I am in the same boat, cameras, smart plugs, door sensors. I am also getting mixed responses from the technical team at Telstra. Todays update is that nothing is being replaced. I am currently chatting with them via CODI on the app, and they say the devices are compatible with google. Very confusing. I am still waiting for further information after I challenged that comment.

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Level 1: Cadet

Re: Smart Home Service being "discontinued"

I agree, a massive hole with no direction on the way forward yet. I am hoping for some clear answers as the cameras have been very useful

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Level 1: Cadet

Re: Smart Home Service being "discontinued"

Ohhhh no.. How do I get thr cameras to work with Google? 

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Level 25: The Singularity
Level 25: The Singularity

Re: Smart Home Service being "discontinued"

You can't. The camera's aren't compatible with Google Nest. And as far as the door sensors go, they only work with the Telstra Hub.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.

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