Ah, that’s an entirely different problem, and a very common one. There are several things that support can do to help on that one, so definitely get in touch with them.
I ran into that problem as well and eventually solved it for our house by using two devices in combination, but most people don’t have to go that far. You might find the presence FAQ Interesting (this is a clickable link), Or you can just wait until support tunes the presence sensor and see if that fixes everything.