Telus jasco pro series smart plug does not work with the automation features

I have a jasco pro series smart plug from telus, the automation feature of the plug does not work properly despite setting up a rule for it. I have talked to the smart home tech support on the phone many times and no one has been able to find a resolution for me. They keep asking me to try the same troubleshooting steps, such as removing plug from app and re-adding / repairing it, or removing the rule and set up rule again in the automation setting in the app.

The device was even swapped out with a new one without any fix on the automation feature.

A factory reset to the automation hub by pushing the factory reset button on it for 30-40 seconds was also attempted as well as simply powering down the automation hub and turning it back on.

I feel it has to be a software or app issue that has nothing to do with my troubleshooting but the reps I spoke with don't seem to believe that. I am hoping that if it is a potentially wide spread issue with anyone else other than myself, then wouldn't that mean an escalation / ticket needs to be supported so that the manufacturer / developers of the app or plug can investigate why there is a failure to automate the device?

Am I just doomed with hoping to get the automation to work?

I am able to turn on the plug and off manually in the app, just not with a rule. 

Does anyone else have this smart plug and also experience a similar issue or is this a one off issue with myself? 

I was not able to come across any other topics on this on the telus forums or even reddit itself. 

Are there any telus representatives / staff that monitor these forums that can look into this issue for me? As I have contacted technical support probably more than 5 times now with each call sometimes lasting over an hour. I'm a fairly technical person myself, so most of the basic troubleshooting I have already done.