I have been an Insteon user since 2015. I have a setup controlling lights and fan throughout my house. In 2019, my hub failed due to a known problem. Insteon had a hub migration program to address this, which I used. They made it simple to migrate by sending me a new hub with the same Insteon ID as my old hub. I plugged in the new hub and everything worked again and I was a happy Insteon customer once again. Until today.
This afternoon I noticed that Alexa wasn't able to control my lights, which happens sometimes, but I can always control them from the Insteon app. I attempted to login to the Insteon app and it said password incorrect. I tried to reset password and it said there is no account with that email address. WTF?
So I called Insteon and they told me that someone else registered a hub with my same Insteon ID and asked to have the account wiped clean so they can install it new. They gave me the name of the new owner of "my hub" which is someone I never heard of. They said, "well they showed us a photo of the back of the hub" so we assumed that you had sold it. Insteon never contacted me to verify, they just deleted my account and set up a new account for this "new owner." They could have also easily looked up the activity on that account and see that I was still using it as of this morning when I turned my lights on.
Thinking back to 2019, I'm pretty sure that I put my old hub in the electronics recycling bin at work. My company had partnered with a third-party who was supposed to recover useable metals and remove any toxic parts... I don't know exactly but it was supposed to be "better" than putting those electronics into the trash. Now I figure that someone from the electronics recycling organization took my old hub and sold it, and eventually the new buyer tried to configure the hub today. I wonder if it even works because I replaced that hub because it failed...
In any case, the Insteon support agent I spoke to today defended their policy ("but he showed us a photo of the hub with that Insteon ID") and said there's nothing he can do to recover my account. I asked to speak to a supervisor, and am still waiting for a supervisor to call me. It took me hours upon hours to configure my Insteon setup. I can't believe they expect me to do it all over again.
This afternoon I noticed that Alexa wasn't able to control my lights, which happens sometimes, but I can always control them from the Insteon app. I attempted to login to the Insteon app and it said password incorrect. I tried to reset password and it said there is no account with that email address. WTF?
So I called Insteon and they told me that someone else registered a hub with my same Insteon ID and asked to have the account wiped clean so they can install it new. They gave me the name of the new owner of "my hub" which is someone I never heard of. They said, "well they showed us a photo of the back of the hub" so we assumed that you had sold it. Insteon never contacted me to verify, they just deleted my account and set up a new account for this "new owner." They could have also easily looked up the activity on that account and see that I was still using it as of this morning when I turned my lights on.
Thinking back to 2019, I'm pretty sure that I put my old hub in the electronics recycling bin at work. My company had partnered with a third-party who was supposed to recover useable metals and remove any toxic parts... I don't know exactly but it was supposed to be "better" than putting those electronics into the trash. Now I figure that someone from the electronics recycling organization took my old hub and sold it, and eventually the new buyer tried to configure the hub today. I wonder if it even works because I replaced that hub because it failed...
In any case, the Insteon support agent I spoke to today defended their policy ("but he showed us a photo of the hub with that Insteon ID") and said there's nothing he can do to recover my account. I asked to speak to a supervisor, and am still waiting for a supervisor to call me. It took me hours upon hours to configure my Insteon setup. I can't believe they expect me to do it all over again.
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