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But don’t just take our word for it...

We offer great products & great knowledge all backed up with great service - and our customers agree!

We’re very proud of our independent Excellent Trustpilot rating, backed up by the many repeat customers we’ve been supporting for years.

 

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World-Class, Industry-Leading Technical Support - Forever Free

You’ll always have FREE access to our technical knowledgebase, application guides, YouTube tutorials & Customer Services, as well as all other online resources, help, white papers and articles.

If none of these answer your query you can also raise a ticket and get direct access to our team of smart home specialists for for assistance.

 
 

Access to technical specialists
100’s of in-depth help resources
Video guides via YouTube channel
Blog articles with product reviews & test results

 
 

The Vesternet Promise

As Founder & CEO of Vesternet, I personally guarantee your 100% satisfaction on any purchase.

I’d never want you to be unhappy with something you buy from us, so here’s my promise - you can return any unused products within 365 days. If you have problems with a new purchase, our support team will work with you to resolve. And if you still can’t get it working then you can return it within 14 days for replacement or refund. For full information take a look at our full returns policy.

In addition, here’s my personal email should you ever have any problems or feedback: dave.bell@vesternet.com

We’re not just a shop, we’re with you all the way on building your smart home.

 
 

My device needs a firmware update to fix a problem - what should I do?

With the launch of Z-Wave Plus it was added the possibility to update Z-Wave devices’ firmware OTA (Over the Air). This means that – theoretically – the end user can effortlessly update devices’ firmware.

Unfortunately, in the real world things are never that easy…

What is firmware and do I really need to update it?

Firmware is a small software that is embedded into a hardware device that controls how your device behaves. It acts as a bridge between the Hardware itself and the Software the end use will see. Firmware updates often fixes bugs, contains new features and protects you from eventual security vulnerabilities.

We all got used to regular firmware updates – from Smartphones to TVs there’s always something asking to be updated nowadays.

While it’s generally a good idea to keep devices up to date – especially if there are security risks involved - there are a few areas where we follow the golden rule: if it works, don’t fix it!

How can I do it?

That's where the troubles begin. While it’s technically possible for the user to do it, most manufacturers don’t really seem to like the idea or just use it as a way to up-sell their controllers.

Lets name a few:

“...return your devices to the retailer and they can update them...”

Fibaro

As far as we're aware the Fibaro devices are only able to be updated using the Fibaro HCL or Fibaro HC2 controllers.

Fibaro don't release the firmware files directly for use in other Z-Wave controllers - we've repeatedly asked them to change this stance but they won't budge.

Qubino

Just like Fibaro, Qubino doesn’t seem to be too keen on sharing firmware files.

Aeotec

Aeotec was a refreshing change of pace by releasing firmware files to the public – learn something Fibaro and Qubino! Unfortunately, that’s where the fun ends.

Similar to Fibaro, they only supply the firmware files within standalone PC applications, so you need a USB Z-Wave controller and a PC to update Aeotec devices - not much use for a Vera or Athom Homey user for example.

Can you do it for me then?

No, we can’t.

Manufacturers are a bit too keen to suggest returning devices to distributors for them to update – we’re not aware of any distributor (us included) that is prepared to do that due to the surrounding logistics and costs associated with that process.

What are my options?

We've been recommending that customers pick up a Fibaro HCL or an Aeotec USB Stick to allow them to update Fibaro and Aeotec devices respectively.

Obviously, this is a bit of a financial outlay but you can pick them up cheaper occasionally during our sales events.

The alternative is to ask the Manufacturer themselves to do it – after all, it's not the Retailers responsibility to provide a way to update firmware. It’s the same as…. (insert funny analogy here)

If the firmware update in question addresses a fault then customers are within their rights to return the device under our returns policy and have it replaced.

Problem is that firmware update that's released today might not end up in the retail channel for many months by the time it's filtered through distributors. Plus, most devices don't have the firmware version visible on the box, so even if we physically check each box we don't know 100% what version is in stock.

Therefor there’s a chance your “replacement” will have the exact same firmware version.

Copyright Vesternet 2018

Updated: 11/01/2018

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