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Having more devices in the home means an increasing need for tech support. According to Parks Associates ’ latest report, broadband HHs with 10 or fewer connected devices reported experiencing 1.2 technical problems on average last year. Those with 11-20 devices experienced 60% more problems over the same period. Approx 39% of smart home device owners reported problems with various smart home devices, with 10% of them experiencing more than 1 problem per device. Currently, 60% consumers set up smart home devices on their own. However, only 33% prefer to set up those devices themselves in the future. The technical problems customers encounter with connected devices fall under 4 categories: device-specific; performance and quality; connectivity and interoperability; and enablement and maximization, according to Parks’ report. In addition, 70% of smart home device owners are concerned about privacy and security issues related to personal data and usage info from those devices.

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