Shelly H&T Gen 3- Ivory

Hi Kevin,

Thank you for your message, and we apologise again for the frustration caused.

We have reviewed the email thread on our side. The last message we had on the original thread was our email sent on 18 June 2026 requesting clarification about where the device was kept, how long it worked normally, and whether the issue was present from the beginning.

We acknowledge that in your email received today, 26 June 2026, you have included the text of your earlier reply and advised that you had also sent a further email on 20 June. However, we cannot locate the 20 June email in the original support thread we were reviewing.

We also noticed that there appear to be multiple email addresses used and/or new email threads involved. In addition, one of the email addresses shown appears to be support@ozsmarthings.com.au, which is different from our correct support address, support@ozsmartthings.com.au. This may have contributed to some messages not being received or linked correctly to the same support thread.

That said, we understand your position and acknowledge the information you have provided, including that the item was delivered on 5 June, that you contacted us shortly after delivery, and that the fault appears to have been present from the beginning. We also acknowledge that you have already provided fault details, photos, and troubleshooting information confirming that the issue occurs on both battery and USB power.

We are not seeking to deflect responsibility to the manufacturer. The questions were requested only to help confirm the fault details and assist with the assessment. With that being said, our backend team will reach out to you to continue in assisting you with your return and kindly reply to the same thread our support team replied to so we can avoid multiple tickets and delays.

Hi Kevin,

We’re sorry for the frustration caused and sincerely apologize for the delay in our response. After checking, your original email from 7 June was mistakenly flagged as spam by our system and did not reach our support queue, which caused the initial delay.

Once we received your message, we asked for fault details, photos, and troubleshooting information so we could properly assess the LCD issue. You have since confirmed that the fault occurs on both batteries and USB power, that the firmware had been updated, and that the display segments intermittently fail regardless of temperature. We also reviewed the photos you provided and raised the matter with the manufacturer for further technical advice.

On 18/06/2026, we sent you a follow-up email requesting additional information required by the manufacturer’s technical team to continue the investigation. This information helps us confirm the fault and proceed with the appropriate next step.

Kindly check our last email and reply with the requested details so we can continue the assessment and resolve this for you as soon as possible.

Again, we apologize for the delay and appreciate your patience while we work through this matter.

Thank you for your feedback on the Shelly H&T Gen3. We're sorry to hear you're experiencing connectivity dropouts, especially since your other Shelly products are working without issues. We understand how frustrating this can be.

The Shelly H&T Gen3, being a battery-powered Wi-Fi device, is designed to conserve power by connecting to the Wi-Fi network periodically to report data and then going into a deep sleep mode. This is different from continuously powered Shelly devices (like relays) that maintain a constant Wi-Fi connection.

Several factors can affect the Wi-Fi stability and reconnection of battery-powered devices:

Wi-Fi Signal Strength: Even if other devices work, Please check the signal strength at the device location.

Network Congestion: A busy Wi-Fi network can sometimes cause issues with devices trying to reconnect after waking from sleep.

Router/Access Point Settings: Some router settings (like aggressive power-saving features, specific channel settings, or older firmware) can occasionally interfere with devices rejoining the network.

Distance and Obstacles: Walls, floors, and other electronic devices can significantly degrade the Wi-Fi signal.

Basic troubleshooting steps:

Move the sensor closer to your Wi-Fi router/access point temporarily to see if the connection stabilizes.

Ensure your router's firmware is up to date.

If you continue to experience issues after trying these steps, please don't hesitate to contact our support team directly. We'd be happy to delve deeper into your specific network setup to find a solution.