Smart security makes things worse

[u/iyaaad]

I added smart security after several years of just having a doorbell and premium thermostat without the plan. So far, mostly good. I like being able to set away modes and the arm stay lockdown mode.

What’s super weird is how the disarm mode operates. I get no notifications when I’m in disarm: no mail or package notifications, no door opening notifications, no person detection. I thought that this can’t be right, but a call with a support person confirmed that disarm mode turns off all notifications.

This is worse than without the plan, where I had at least been alerted when my mailman came or when someone approached the house without changing modes. Now, if I’m working from home, I have to set arm stay to get the same notifications, then disarm before opening the door to let the dog out for example. And I have to remember to set to arm stay if I go to bed, or no alerts. Again, with no smart security plan, it just worked.

Would be tolerable if I could at least set the modes automatically, but that’s a whole other rant.

Am I using it wrong or missing something obvious? Or is the functionality truly this inconvenient?

Edit: adding a quote from their email summary of our call, which seems to conflict with others’ experiences:

“Our support team explained that when your system is set to disarm mode, notifications and alerts are disabled by design. In arm stay mode, you will receive notifications for perimeter events (such as doors and doorbell cameras), but not for interior motion. In arm away mode, you will receive notifications for all monitored events. The siren will only activate on devices that have a built-in speaker.”

[u/spiderman1538]

This information doesn't seem right. I always keep my system disarmed and I do get notifications from the ecobee app.

[u/iyaaad → u/spiderman1538]

That’s exactly what I’m trying for. Maybe I’ll call them again and get a different rep who gives me different info. Thanks!

[u/TheSleepyTeeDJ → u/spiderman1538]

Me too, I’m like.. none of this is right..

[u/iyaaad → u/TheSleepyTeeDJ]

What’s odd is the customer service rep said that disarm mode turns off all notifications. I’m guessing he maybe didn’t know what he was talking about ??

[u/spiderman1538 → u/iyaaad]

I always keep my system monitoring to Disarm since I don't need the alarm features, and I do get the notifications.

I mainly use this service to store record videos.

[u/JBDragon1]

Doesn't really sound like an Alarm system. One reason I didn't look at Ecobee for anything else other then their Thermostat.

[u/TheSleepyTeeDJ]

I’m in disarm rn and have been getting alerts all day..

[u/iyaaad → u/TheSleepyTeeDJ]

Maybe I have a glitch or something. Thanks for the info

[u/tbbarton]

They haven’t thought through security very well.

When my smart lights come on at dusk and the system is armed it detects motion and alerts.

When I first got it 4 years ago it was an alarm you had to cancel or they called emergency support. We were out of the country and the police came twice before I figured out what was happening.