Smart Home Device Loss of Support: Consumer Perspectives and Preferences

Abstract

Unsupported smart home devices can pose serious safety and security issues for consumers. However, unpatched and vulnerable devices may remain connected because consumers may not be alerted that their devices are no longer supported or do not understand the implications of using unsupported devices. To investigate the consumer perspective on loss of manufacturer support, we conducted a survey of 412 smart home users. We discovered differences based on device category and provide insights into how user perspectives may relate to perceptions of smart home update importance, security, and privacy. Based on the results, we offer suggestions to guide the efforts of the smart home community to protect consumers from potentially harmful consequences of unsupported devices.

S. M. Furman—Designated as co-first authors.

Appendix A: Survey Questions

The following are the survey questions related to the contents of this paper. These are a subset of a broader survey addressing smart home updates.

Throughout the survey, the following terms are used:

• Smart home device is a network-connected device (connected via Wi-Fi, Bluetooth, or similar protocols) that is used to remotely and/or more effectively and efficiently control functions or physical aspects of the home.

• Smart home device app is an application on your smartphone, computer, laptop, or tablet that is used to remotely control or access your smart home device.

• Smart home updates are incremental changes or improvements that manufacturers make to the software or firmware of smart home devices and device apps. Updates may be automatic in which updates are installed without you having to take any action or manual in which you may have to click a button or take some other action to install the update.

• The security of smart home devices refers to the prevention of damage to, unauthorized use of, and exploitation of smart home devices and the information they contain, in order to strengthen the confidentiality, integrity, and availability of these devices. In this survey, “security” is equivalent to “cybersecurity.” Physical security related to the home or its occupants is different and will be referred to as “home security.”

• The privacy of smart home devices refers to the right of a party to maintain control over and be assured confidentiality of personal information that is collected, transmitted, used, and stored during the use of smart home devices.

SMART HOME DEVICES

1) Which of the following smart home devices do you own? (Select all that apply.)

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Virtual voice assistants and smart speakers (e.g., Amazon Echo/Alexa, Google Nest Home Hub, Apple HomePod)

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Thermostats (e.g., Nest, Ecobee)

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Home security devices (e.g., video doorbells, cameras, door locks, garage door openers)

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Home environment sensors (e.g., smoke and leak detectors)

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Lighting (e.g., lightbulbs, lighting systems)

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Appliances (e.g., refrigerators, washing machines/dryers, ovens, coffee makers/espresso machines)

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Entertainment (e.g., TVs, streaming devices such as AppleTV or Roku)

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Plugs or outlets (e.g., Wemo Mini, Wyze Plug)

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Domestic robots that do household chores (e.g., robot vacuums such as iRobot Roomba, smart lawn mowers)

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Smart home hubs (e.g., Samsung SmartThings, Hubitat Elevation)*

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Other (e.g., smart windows solutions, smart watering system, smart pet feeder) (please specify):

2) Please indicate the number and types (including the brand) of smart home devices you own in each of the following categories.

[answer for each device category owned]

UPDATES

3) Rate your agreement with the following statement for each category of smart home device: It is important for smart home devices to be updated.

Strongly Disagree - Disagree - Neither Agree nor Disagree - Agree - Strongly Agree

[answer for each device category owned]

MANUFACTURER SUPPORT

4) Please rate your agreement with the following statement: I am concerned that the manufacturer will eventually stop supporting my smart home devices.

Strongly Disagree - Disagree - Neither Agree nor Disagree - Agree - Strongly Agree

[answer for each device category owned]

5) Which of the following would concern you if the manufacturer stopped supporting your smart home devices? (Select all that apply.)

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My devices eventually stop working

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Updates containing security bug fixes no longer being released

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Updates containing non-security bug fixes no longer being released

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New features no longer being added

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Parts or accessories no longer being available

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Losing online/call-in customer support from the manufacturer

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I would not be concerned

[answer for each device category owned]

6) What would you do if your smart home devices were no longer supported by the manufacturer?

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Nothing - leave it as is

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Replace it with a new or different device as soon as possible

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Replace it with a new or different device eventually but not necessarily right away

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Throw the device out without replacing it

[answer for each device category owned]

7) What would be your preferred method of notification from the manufacturer to inform you they were no longer supporting your smart home devices?

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Email

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Message/notification sent to the device app

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Text message on my phone

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Letter/postcard in the mail

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I prefer not to be notified

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Other (please specify):

SECURITY AND PRIVACY

8) Please rate your level of concern with the security of your smart home devices for each category:

Not at all concerned - Slightly concerned - Somewhat concerned - Moderately concerned - Extremely concerned

[answer for each device category owned]

9) Please rate your level of concern with the privacy of your smart home devices for each category:

Not at all concerned - Slightly concerned - Somewhat concerned - Moderately concerned - Extremely concerned

[answer for each device category owned]

DEMOGRAPHICS

10) In which state or US territory do you live?

11) In which type of area is your home?

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Rural

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Suburban

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Urban

12) How long have you been using smart home devices?

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Less than 1 year

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3 - 5 years

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6 or more years

13) What is your age range?

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18 - 24

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25 - 34

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35 - 44

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45 - 54

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55 - 64

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65+

14) What is your gender?

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Male

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Female

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Prefer to self-describe

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Prefer not to answer

15) What is your race?

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American Indian or Alaska Native

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Asian

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Black or African American

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Native Hawaiian or Other Pacific Islander

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White

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Other

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Prefer not to answer

16) What is your ethnicity?

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Hispanic, Latino/a, or Spanish Origin

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Not Hispanic, Latino/a, or Spanish Origin

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Prefer not to answer

17) What is your highest level of education?

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Less than high school degree

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High school degree or equivalent

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Some college

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Associate degree

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Bachelor’s degree

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Master’s degree

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Doctoral or Juris Doctoral degree

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Other:

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Prefer not to answer

18) Have you ever worked in a field/job related to information technology (IT) (for example, a system or network administrator, IT help desk, cybersecurity professional)?

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Yes

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No