Action Required: Your Base Station’s Cellular Backup May Disconnect Unless Replaced With a Free Replacement
Updated
Immediate action required
Your Base Station’s backup cellular connection may be disconnected
This article applies to customers who received a direct communication from SimpliSafe® - either through email or the SimpliSafe® app. If you did not receive direct communication from us, no action is required.
At SimpliSafe®, your security is top of mind. We recently communicated that we identified a critical issue that may impact your Base Station’s cellular backup connection and requires your immediate attention.
To ensure your system stays connected to 24/7 professional monitoring, you’ll need to replace the Base Station outlined in the communication. We’ll provide the replacement at no cost to you along with simple step-by-step re-installation instructions. You may also view the instructions for replacing the Base Station using the How to Set Up a Replacement Base Station article.
Without cellular backup, if your Wi-Fi goes offline or Wi-Fi service is disrupted, your system may not be able to communicate with our monitoring center. This means we would not be able to dispatch emergency services in the event of an alarm occurring while your Wi-Fi is disrupted.
To receive your free replacement, you need to confirm your shipping address and affirm you will recycle or discard the old unit in the SimpliSafe® app or by contacting us. Once your address is confirmed, you’ll receive email updates as your order is processed and shipped.
We’ll also send step-by-step instructions to help you set up your new Base Station. As a reminder, there’s no need to send your current Base Station back. You can recycle it locally.
What happens if I don't replace my Base Station?
Without a replacement, if your Wi-Fi connection is unavailable, your system may not be connected to our professional monitoring center, meaning we will not be notified if there is a fire alarm or a carbon monoxide (CO) alarm, and you will NOT receive emergency dispatch.
To ensure your home is connected to professional monitoring in the event of a Wi-Fi disruption, you must replace your current Base Station with the free replacement we're providing.
Your system will continue to function on Wi-Fi while you await your replacement, but please be aware that your cellular backup may be unavailable until then, so we encourage you to confirm your replacement now to help ensure you have full protection.
What should I do with my current Base Station?
Once your replacement arrives and is set up, you should stop using your old Base Station. Please recycle or discard the old unit. There is no need to return it.
What if I have questions?
Please contact us if you have questions about your SimpliSafe® system or the steps we are taking to make sure your cellular backup is functioning properly.