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We are happy to inform you that we have resolved all outstanding issues impacting HomeIQ reports in the ecobee Web Portal. We have made infrastructure upgrades over the last few weeks and are continuing to make further investments to ensure these issues do not arise in the future.
You will be able to see thermostat temperature and occupancy, and all sensor temperature and occupancy, in real-time on your mobile app and web portal, and HomeIQ charts will be updated every hour.
It is our goal to maintain open and transparent communication with our community. Sometimes, due to the complexity of the issues that arise, it is not always possible to give definitive timelines for resolution. Rest assured we are always working to improve your ecobee experience.
We sincerely thank you for your patience and understanding while we addressed these issues.
Good morning everyone,
Most of you are already aware of this, and if not, by now you should have received and read the email I sent out yesterday. I am posting the email here just in case some of you missed it. I'm really sorry it took so long for us to get this communication out, we wanted to finish our post-migration analysis and have a more complete picture of what happened before we sent a note to everyone, but that doesn't reduce the frustration and inconvenience you have experienced.
At the moment I don't have any more answers than what is provided below, but we welcome any and all discussion on this.
At ecobee, one of our goals is ensuring high uptime for our services. Last month, unfortunately we fell short in this regard, which resulted in unavailability of historical data and monthly HomeIQ reports. We know that being able to understand the performance of your heating and cooling system is important, and that not having access to these reports was frustrating. We want to update you on what happened and what we are doing to resolve the issue so it doesn’t happen again.
Our first priority was to maintain reliable performance of mission-critical functionality (such as remotely accessing and making changes to thermostats through the web and mobile apps). To do this, we de-prioritized historical data collection.
The vast majority of historical data are now available, however, our analysis shows instances where small intervals of data are still missing for some customers.
What to expect
You may see on average 45 minutes of data missing per day from June 10, with the July 21 - July 26 and August 11 - August 14 timeframes experiencing more data loss than other periods.
Additionally, you may experience inconsistencies in the coloured heat/cool icon shown in the ecobee3 mobile app and the Web Portal, and it may take longer than normal for current indoor temperature updates (from your ecobee3 thermostat and remote sensors) to be reflected in the web and mobile apps. While there may be up to a 15-minute lag for this information to be updated, all thermostat settings changes will be reflected in real time.
What this means
While you may see small gaps in web reports and historical data, or inconsistencies in equipment running status and current indoor temperature display in the web and mobile apps, please know that this will not negatively impact the operation or performance of your ecobee3 and HVAC equipment. Your ecobee3 will continue to reliably deliver comfort and help you save on your energy bill.
What we are doing
We are upgrading our infrastructure and optimizing our systems so that these issues do not recur. We expect to have everything back to normal in the coming days.