This platform appears to be the only place where communication with Nuki is even possible. Nuki’s support is entirely unreachable by phone, and emails remain unanswered. The one time I managed to contact support last Monday, I was advised to perform a factory reset. Had I followed that advice, it would have resulted in unnecessary expenses without resolving the core issue—Nuki locks going offline after a period of time, a problem Nuki has been aware of for at least three years: Remote reboot feature - #12 by Stefan_E.
My frequent posts at least prompted you to inform users to disconnect from Home Assistant, which might delay the lock from going offline but certainly won’t prevent it, as there are other factors causing disconnections.
We are now on day 7 with a lock that has been offline, and in a full week, not a single person from Nuki has provided instructions to mitigate further damages. The only suggestion so far has been the ineffective factory reset.
Given that this issue has been known to Nuki for such a long time, why has there been no guidance on how to mitigate the problem? What is preventing Nuki from advising customers on steps they can take, such as steps a, b, and c, to extend the online time of their locks? Why is this not being addressed?