Problems with Canary and support


#1

I purchased original Canary all in one close to couple years ago and was generally happy with the device functions and capabilities of free plan.

I subsequently bought 3 flex units. I have 2 outdoors and 1 indoors. All three plugged to power all the time.

Right away I started having issues with the flex units which continue. Couple times have been related to flex issues on Canary platform like today. Other issues have been related to individual flex units. For the last couple weeks one unit consistently flips in and out of battery mode and I get constant notifications the unit is fully charged. The other outdoor unit has been pretty much constantly in battery mode for weeks. Support has talked me through pairing and unpairing, checking internet speeds, discussing possible issues with my network setup, restarting devices etc to no avail. Today I found post on the site where someone finally explained the function issues with the flexs. Today also one of the flex units went completely off line which I assume now is from the battery not charging.

I am now being informed that the units don’t charge when the temperature gets below 32. 32 degrees is a relatively common temperature in the US northeast. In discussion with support today I was pointed to FAQ that explains this. When you look to device spec’s there is a much wider functional temperature range. The advertising leads one to believe the units can be plugged into power for constant use outdoors.

This whole situation quite frankly is appalling. As a customer I look to a units spec’s to give me information about a product before buying. This is important when buying units that sell for $200 each. To now learn that these units are basically useless for the intended purpose is very upsetting.

All of this is on top of the way this company has implemented and dealt with the change of service terms and the change in the functionality of service and support. Today I asked to speak to someone in management in the company and was told emphatically that is not possible.

I like many others have gone from being a strong advocate for the product which I have recommended to friends previously to a person who will hope to get a few bucks back on ebay.


#2

Like you, I have had nothing but problems with the Canary Flex’s since we bought them over a year ago. They go offline for no apparent reason, they don’t charge when plugged in, etc. I have actually stopped several friends and family members from purchasing Canary themselves because I’m so disappointed in the product. And to make matters worse, customer support is AWFUL. It’s always someone else’s fault. It’s our internet providers fault, it’s our electrical outlet, etc. No…sorry…it’s your product. I encourage anyone doing their research on these products to look elsewhere for their home security needs.


#3

Thanks for the reply.

Surprised tonight to see that the 3 flexs I have installed have all suddenly have shown up at 100% power. First time in weeks. That makes zero sense based on the company’s recent statements that the batteries don’t charge under 32 degrees. Just watch the weather well under 32 now. I can see 2 of the outdoor flexs working on the web application at mycanary the third shows nothing.

But the Canary application shows nothing but spinning…

Interesting that no one from Canary responds to posts here about issues with their product.


#4

How long should a unit (CAN100USBK) be good for? We have had our unit approximately 2 years, I’m a police officer and about 500 local police officers and firefighters were given units. I took the unit home and set it up it’s been sitting in the same exact location since getting the unit. Today while standing in the kitchen I smell something electrical burning. I ask my wife if she smelled and she said yes. We determined it was the Canary unit. Strange enough about 30 minutes earlier I was in the process of singing up for another unit and a paid years service. Now I’m rethinking this. What would have happened if my kids were home alone and the unit caught on fire? Is this normal for the units? Are there any safety precautions? How long should they be good for?

Thanks


#5

Hey @William69101,

I too man a first responder (EMT) and also help moderate the forums here.

This is definitely abnormal behavior that I have not personally seen reported here in the past. You definitely should get in touch with Canary directly to address your device issue.

I have also tagged one of the members of the Canary team to your post to ensure that you receive support.

At this time I would recommend that you submit a ticket to Canary’s support team so that they can take a look at your specific device(s) and assist in figuring this out.

There are a few different ways you can contact support if you would prefer a faster response during business hours, you can find details about that here.


A few tips when submitting your ticket:

  • Include the email you use on your Canary login as your contact email so Canary can find your account quickly.
  • If you have multiple Canary devices, include this information and detail which models you are having issue with.
  • Include any pictures or videos that might help diagnose the issue you are having.
  • Be as detailed and clear as you can in your description to help Canary diagnose your issue.
  • Say what you have already tried and how you did it, this may help speed up your time to a fix.
  • Include a link to this topic if it contains additional information from other users that might help Canary.

#6

Hello @William69101,

Thanks so much for bringing this to our attention. We haven’t heard of any instances of this happening before and would like to further investigate what might have caused this to happen. I’ll be sending you an email here shortly so we can move forward with investigating this situation.

Best,
Sean


#7

i’m having various issues but can’t seem to post questions here or get any response by email. I’m a little scared that i bought the device and pay for monitoring


#8

Hey @pcdebb, I just checked and it looks like this is your only post on the Canary Forums. Please feel free to make a new post with any issues you might be having, or you can always contact Canary directly https://help.canary.is/

As it is the holidays there may be a delay in responses from Canary employees.


#9

apparently I have to read a bunch of other topics in order to post to avoid being looked at as a spammer. Doesn’t make much sense, I’m just trying to get help with my product.


#10

Give it a try now, I just increased your trust level so that you can post.