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Kettle no longer responding via Alexa

until yesterday my new ikettle worked with Alexa but this is no longer the case. I’m seeing lots of posts on the web about the same issue. What has gone wrong and what is being done to fix it?

12 comments

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    Natalie Official comment

    Hi everyone! 

    We are sorry to hear you were all affected by the Alexa issue! 

    There was an issue with Amazon's server over the festive period, which has since been resolved. 

    This drop also affected other services such as Google Home and IFTT, as they share the same server. 

    We apologize for any delay in responding to tickets, we are working through a backlog post festive period that we are trying to work through as quickly as we can! 

    If you have any questions, please do not hesitate to get in touch with us at support@smarter.am

    Best wishes, 

    Emma 

     

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    Stephen Amos79

    I have the exact same problem.

    Although nothing has changed, suddenly my two Amazon Echos can't turn the kettle on.

    It has also stopped working on my Google Home too!

    The phone app still works, so what the heck?!

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    Stephen Amos79

    I'm wondering if smarter's servers are experiencing issues, as i'm trying to readd the alexa skill and it sometimes says https://smarter-live.appspot.com is down.

    Maybe staff are back at work tomorrow and just need to restart a server or something!

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    Rob White

    Smarter also need to acknowledge what has gone wrong. My kettle was great for one day and now won’t respond to Alexa. There are lots of comments on the smart home skill app with the same issue. Was it simply a matter of server capacity and the influx of new users after Amazon dropped the price to £69? I’ll give them until tomorrow to get the skill working again with grace for the holiday or mine is going back. I think there may be many others returning the kettle given the comments. Bit of PR disaster so acknowledging an issue may help with a bit of redemption and help confidence for the future. I was going to get the coffee machine but no chance at the moment.

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    Nick Clemmons

    I'm having the same problem with the Google Assistant and with IFTTT (which is an essential feature for me). I set it up yesterday with it working fine but it was all down this morning. If it's something they're working on I can wait. I'd hate to return it.

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    Stephen Amos79

    So we still have radio silence on this issue then.

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    Rob White

    According to the twitter feed, the Alexa server went down - it came back online for a day but seems to have gone down again!! I’ve just received an automated email from support in response to my tickets saying they are working through a large backlog and telephone support will be closed until 10th Jan!! Clearly there is a capacity issue - real shame as when it works it is great but there will be an uphill struggle against all the negative comments now...

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    Nick Clemmons

    I got the same automated response, but I'm glad to hear they've at least acknowledged the issue somewhere, even if only briefly. The Google Assistant is working again for me. IFTTT seems to be on a delay of about 10 minutes at the moment, which is obviously not useful but an improvement from earlier today when it started receiving all my attempted commands from the morning about 2 hours late. I'm going to operate on the assumption that it will be fixed for now. It's the only IFTTT compatible smart kettle I've found in the US, so I'm not eager to return it.

    Edited by Nick Clemmons
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    Stephen Amos79

    I don't think that shutting down support and customer services is the best reaction to this fiasco.

    Edited by Stephen Amos79
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    Nick Clemmons

    Based on the emails I received I was under the impression that customer service was short-staffed due to a holiday break and this will be addressed as everyone returns to work. Maybe operating with a reduced staff during the time of year when the most people will be setting up new devices was a bad idea, but I don't think they shut down because something broke.

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    Stephen Amos79

    It's started to work again of its own volition.  It would have been nice if someone from smarter looked at this post on the smarter support forum.

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    Gisburn20

    It would be nice if they responded to any question in under a week, I get the impression that there are only 2 people in that dept.

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