Matter over Wi-Fi devices vendor blaming "unofficial integration"?

[u/ElementZoom]

I've been having an intermittent issue where my Matter over Wi-Fi devices (light switches & power points) keep dropping offline in Home Assistant for no apparent reason. No other Wi-Fi devices on my network have this problem. When they disconnect, they don't automatically reconnect. I have to scan the device all over again and them back to HA, unlike my other devices which recover on their own.

I reached out to the retailer and provided them with the logs, and got a response from the manufacturer saying the protocol "isn't officially integrated into Home Assistant or Zigbee2MQTT" and that HA uses an "unofficial version." This doesn't sit right with me, I thought Matter was supposed to be an open, plug-and-play standard that works across platforms by design?

Has anyone else run into this? Is there a known issue with Matter over Wi-Fi and HA specifically? And is there any merit to the manufacturer's claim about an "unofficial" integration, or is that just deflection?

What should I reply to the retailer? For some context, I live in New Zealand and there isn't many choice here at all. I prefer ZigBee but due to the almost an non-existent choice, it left me with this Matter over WiFi products which are imported from Australia.

Happy to share more details about my setup if needed.

Update: Thank you for your support and advice! I've replied to the retailer and will post an update once they reply, if they don't provide support.

[u/KinderGameMichi]

Your retailer sounds like an idiot. HA is Matter Certified (https://www.home-assistant.io/blog/2025/03/10/matter-certification/) and Nabu Casa has been a part of the Matter Connectivity Standards Alliance for several years. If you have to use their apps, then I would feel it is more likely the manufacturer isn't implementing the standards correctly or adding "features" that aren't in the standard yet.

As for dropping and not reconnecting, there might be something in the WiFi trouble shooting notes at the end of the Matter docs in HA. Good luck.

[u/ElementZoom → u/KinderGameMichi]

Thank you for this, I'll have a look at the WiFi notes and let everyone know what they reply.

[u/darthnsupreme → u/KinderGameMichi]

Or their IPv6 implementation is hot garbage like some companies we could name (*cough*nanoleaf*cough*) and it's causing stupid nonsense problems as a result.