I’m glad to update this topic saying that we had success in fixing it!
About the issue:
The app can control the Bonds using local communication (when in the same network the Bond is connected to) and external communication (another network, like the mobile network), but the integrations, the Today widget and the Siri shortcuts uses the external communication only.
From what @1968mustang reported and our internal logs confirmed, the Bond was not connecting to the internet to allow external communication, responding only to the app using local communication.
Looks like updating the firmware to v18.104.22.168 caused the issue. Something went wrong and the device wasn’t able to connect with the internet, even tho it was connected to the local network.
We already stopped distributing/allow users to update the devices starting with serial A and B to this version and are working on the ones that are showing not expected behaviors.
Re-setting the Bond on the network fixed it.
It is done performing a “wi-fi reset”, explained in this article and then setting up the device on the account again.
Good to mention to do this reset carefully, since “holding down the reset button” too long will remove ALL the devices on the Bond.