‎Important Update for Fast Protect and Standard Monitoring Plans | SimpliSafe Support Home
 
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Community Admin

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530 Messages

Tuesday, August 1st, 2023 2:00 PM

Important Update for Fast Protect and Standard Monitoring Plans

Here at SimpliSafe, our mission is to keep every home and family secure. We’ve dedicated ourselves to this goal for over a decade, creating self-install systems to make home security more accessible and investing to bring our customers industry-leading technology and professional monitoring. We’re proud to provide our customers with best-in-class home security, earning us recognition as the “Best Overall Home Security of 2023” by U.S. News & World Report, now four years running.

 

We’ve continued to launch a number of exciting innovations, from new products – our new Smart Alarm Wireless Indoor Security Camera, 2-in-1 Smoke & Carbon Monoxide Detector, and 2nd generation Motion Sensor – to new monitoring features – opening a new SimpliSafe owned and operated monitoring center with dedicated agents specifically trained on SimpliSafe’s state of the art technologies and introducing 24/7 live guard protection, a SimpliSafe-exclusive feature that allows our agents to see, speak to, and deter intruders during an alarm. We’re constantly working to enhance our products and services to give you industry leading protection at a reasonable price.

 

With that in mind, we want you to know about an upcoming adjustment to pricing for the Standard Monitoring Plan and the Fast Protect Monitoring Plan*. Rolling out over the next few months, existing users on these plans will see a $2 increase in their monthly subscription. This change has been in effect for new customers for some time, but will be a gradual rollout for our existing customers. Customers will be notified by email before any changes are made. We do our best to keep our prices stable and only make modest adjustments when necessary to continue investing to provide you with the best possible experience and security.

 

Thank you for choosing SimpliSafe to keep your home and family safe. We’re proud to continue to serve you.



* Previously named Interactive Monitoring

6 Messages

11 months ago

So now we have another $2 price increase coming on 8-30-23. This makes 2 increases totaling $5 per month in the past 2 years. It's very disappointing and I feel like $30 per month is no longer competitive or affordable for my household. 

Note: This comment was created from a merged conversation originally titled Another price increase?

729 Messages

Wow. I would love to hear from SimpliSafe [forum employees] on this.

Community Admin

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2.9K Messages

Hi @frozenfoxes​, 

We know how challenging this can be, and that’s why we do our best to keep our prices stable and only make changes when truly necessary. To date, we have only increased the prices of our monitoring plans twice in over a decade. Keeping our customers homes and families safe, and making that safety as accessible as possible, is our priority. If you would ever like to discuss plan options, our Support team is always here to help you find the perfect option for you and your family.

729 Messages

@emily_s

But the question becomes when do increases cease? The question is one for all recurring services one pays for. I would always prefer no rise, but that is highly unlikely. But the next preference is gradual increases over a long period. The way SimpliSafe is raising prices reminds me of the Federal Reserve's approach. SimpliSafe needs to understand that people like myself put a cap on a service price increase. I leave once it reaches a specific monetary amount I set long beforehand or becomes too frequent. I am not paying for a company's future products that I may not utilize; I am paying for a service I deem worth it when I make a financial commitment in the present.

(edited)

Community Admin

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2.9K Messages

@shiherlisI certainly understand where you’re coming from. We work hard to disrupt and broaden access within the home security industry, and we’ll always strive to have affordable pricing. If prices ever increase in the future, you will always be notified ahead of time.

@emily_s​  I was just looking to confirm my payments for 2023 Tax filing, and I couldn't find any charges on personal or business CC or checking account, so I went to the website, and there was NO glaring button to tell me that our system is ACTIVE & Monitored and PAID to date by whatever card or means is available.  

There is a tab/button for Credit Card which I think said "Unknown" - but why would it say that?  I check to update the card just in case though I've never received any notices from SS that there was a payment issue, or a lapse, and our alarm is still talking to us, so how would we know if it is really working or not?  In OCT 2023 I went through a CC fraud ID issue, and I may have changed the payment to my personal CC at that time, but I can't remember.  And I don't remember changing it back, but I still should see charges on my MC, and don't.

Then I call to ask, and the service says we're closed, but monitoring is open.  Except there is no number for monitoring, and no transfer option!  This is not good service.  

And I've recommended this service to many people without ever asking SS for any credits.

2 Messages

10 months ago

Just got the email about yet another price increase. I use an older version of SS and though  it does ok, I think this ‘poking the bear’ on price increase is just going to prompt me to research other company offerings and probably make a switch. 

38 Messages

I agree, while I have the current generation system, I am strongly looking at Ring since I already have Ring cameras (bought them before SS came out with their outdoor cameras and I really like them plus Ring cameras are so much cheaper than SS cameras). I pay $100 a year for the Ring camera service. If I get a Ring system, it only cost me $100 more or $200 total for camera and monitoring support. SS is now $360 a year. Ring has incredible sales at times with 40% off so I am going to acquire the system and additional components over time so if SS increases the pricing again, I can just move. Only takes me a day to change alarm systems. Did this three years ago when I moved from Brinks (formerly Livewatch) to SS.

244 Messages

10 months ago

$30 a month ("$29.99" in marketing-weasel-speak) is a bridge too far.  I cannot pay that increase on top of food, rent, and gas inflation that is already stressing my income.  I would switch to "standard monitoring" for $20, but they've arbitrarily excluded secret alerts from that.

So instead, I'm shopping for another system.  There are more choices out there now gaining credibility.  Or worst-case going without to express my displeasure with the three increases in four years when I was promised NO increases.  (Yes three.  Hitting us with sales tax counts as an increase.)

Been good for four years, but all good things come to an end.

38 Messages

10 months ago

I am going to stick with SS for now, but I am also going to start acquiring a Ring alarm system and addition components when they have some of those 40% off sales. Then when the next price increase comes along, I will be ready to move over to Ring which is almost half the price of SS right now. Plus Ring uses Z-Wave which has a much lower probability of being jammed unlike the SS sensors which I was able to easily jam in my own test with my system.

57 Messages

Raising prices while still not being able to provide individual logins into an account. Requiring password sharing. Even after multiple account login functionality has been "in development" for years.

Still not being able to disarm a system via Google assistant even though ADT has allowed that for years.

Raise prices if you must but at least offer the same functionality as your competition.

Community Admin

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2.9K Messages

@dczubackiWe are continuously adding features to our monitoring plans to ensure our customers receive top of the line innovation and protection. Our newest feature available with Fast Protect™ is 24/7 live guard protection, a first-of-its-kind optional professional monitoring feature that allows our agents to see, speak to, and deter intruders during an alarm. We are continuing to invest in providing our customers with the best home security and are excited to introduce more products and features.

57 Messages

@emily_s - Introducing more products and features. Like multiple logins to one account for which people have been asking for forever?

Community Admin

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5.5K Messages

@dczubacki​ yes. We Multi-User is the #1 most requested feature, and this page has ten times more views than the next most popular request. But it's a huge undertaking, which is why it's taken such a long time. You already know, but well keep that thread updated whenever we have more news.

175 Messages

@emily_s​ hahahahahahahahaha!  You add a service that does us with old cameras no good!  AND we can’t even add new ones if we want to spend MORe money because you cap the number of cameras!  

1 Message

8 months ago

I want a straight answer on why we got a price increase yet again, and now we do not get Live Guard protection if we have the older black wired camera.  We used to get that in the price we were paying.  Now we pay more, but MUST upgrade to your new Smart Alarm wireless camera for $140?!?!?  Why can't you just give us the same service we had before with the older model camera?  Pay more for less service unless you shell out $140?  Crazy.  (I've texted SimpliSafe twice asking for a REAL answer and they give me a stock response saying you need the new camera for Live Guard now.)

Captain

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5.9K Messages

@ScottDC​ I have the original Google WIFI. Since then there have been several incremental generations of versions released. I keep the original as it gets the job done and I don't feel the money spent would be worth getting, at least for now, WIFI 6 capability that I couldn't really take advantage of. And Google has no obligation to financially make it less painful for me to upgrade. In the case of SS, they still support SS2, now not sold for years, but did have an upgrade assistance plan at the time. Many customers took advantage of that offer at the time. In a similar matter, your simplicams are still supported, have two versions of it btw, and the new SA cameras have new, additional capability.  While it would be nice for SS to have a similar upgrade program, for now, they don't, but at least unlike many other companies and services, they are still supporting the old technology.

Don't get me wrong, I can easily understand your position, and pain.  @SS, he makes a good point, is there any way you can offer some type of upgrade program for those customers with old Simplicams? (For the record, my old 3 cameras have been placed in good homes :-) ...brother in law. daughter and her inlaws. When you place 30+ systems, getting placement for old equipment is not an issue, especially since SS still supports them.

(edited)

I could never get the camera to set up correctly with my wife's phone, so I just disconnected that part of the service.  It seems like most other services I've never hear any complaints of this.  Have you?

17 Messages

6 months ago

24/7 monitoring is not something we need as we rarely are out for more that an hour or two, but if we go on an extended vacation can we sign up up for just the month we're vacationing in?

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Captain

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5.9K Messages

@miketjthomas​ Good and bad news on this one.  You can sign up for monitoring and cancel, but from a money standpoint it will be in monthly periods. For example, you sign up Jan 1st for monitoring, then cancel the next day. You will charged the full month for the plan you sign up for and will have to call to cancel.  You can start online.

Again, monthly periods so you would have to be careful when you sign up and when you cancel. Hope this helps. Happy holidays to you and your family.

3 Messages

4 months ago

Wow monitoring is not even working for me had multiple times alarm was  triggered and it did not result in a call of any kind . I would like to know how to get my money back ? Terrible attempts at troubleshooting as well!

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Captain

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5.9K Messages

@swjones239​ Suggest you pick up the phone, talk to customer service, and make your case. All they can say is no but I think you will get something.  Please post your outcome here after your call if you get a chance.

swjones239 went quiet.  I wonder why?  I can say that SS has also gone quiet not prominently posting their contact number for business day office calls, and not posting their monitoring center tel number at all.  What's happening?  

I've never seen these post before, don't live on here, and this makes me less confident than I was in blissful ignorance.

1 Message

4 months ago

Had a ?gen 1? system for the past 9 years. 2 price increases was enough for us to say goodbye. Went with Ring, the price savings (including their most recent price increase) pays for the new system in 14 months. Every month after that we SAVE 15 dollars a month. Their app is lights years nicer and the equipment is Zwave compatible if you get into Home Assistant. My only regret, not leaving SS when they raised prices the 1st time. 

3 Messages

Thanks, My system is back however i am waiting to here how all of my sensors were disabled and for how long. they re-enabled all them at once which is how they had to have been disabled. I never touched them after the initial install and they worked then. i will give them a week then i will begin calling 

2 months and no update?

11 Messages

3 months ago

Raising prices at the same time you are removing features from the Standard Monitoring plan (No push or SMS notifications or secret alerts anymore) is not a good idea.  What were you guys thinking?  

1 Message

Simplisafe just turned off my General Notifications.... (No push or SMS notifications or secret alerts) on my Standard Plan. 2 price increases in 5 years. Went from $14.99 to $19.99/month. Not cool. Increased prices and removed features/services... I'm looking for a new security system. It seems like the Ring monitoring security system is gaining my interest. 

Community Admin

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2.9K Messages

@mmatrullLast week we made an update to make sure that customers were only getting the features included with the monitoring plan they are subscribed to. Certain push and SMS notifications, as well as Secret Alerts, are not included in the Standard Monitoring plan, so users subscribed to that plan should not have received them.

For an in-depth breakdown of what each of our monitoring plans offer, please see the service plan article in our Help Center.

697 Messages

@emily_s​ 

Did you notify those users ahead of time? Or just after the fact? I can't tell from the complaints I've seen on reddit and other sites.

11 Messages

@emily_s​ Either way its a terrible message to customers.  So you're NOT trying to take features away from your customers, you're instead saying that the systems we're using to protect our homes and families wasn't working correctly due to the technology not working correctly?  You should have at least given us 3 months notice before just turning it off (sorry I mean "fixing" it).  You lost a lot of credibility with this move.

@emily_s​ I've to so many screens without finding what I need, I don't remember; but the features and options for each plan ought to be listed side by side to make it crystal clear what is offered, and the cost to get whatever we want.  

It sound like SS has grown too fast, and marketing can't keep up with sales?  Does Dave Ramsey own part of this company?  Does he know the problems being discussed here as he's still hawking it isn't he?

2 Messages

3 months ago

I get push notifications from my Schlage smart lock without any kind of subscription but I can't get a general push notification from my SimpliSafe app to tell me when it's enabled or disabled even though I pay $19.99/month? And if I downgrade to a Self-Monitoring Plan I do get that feature? And I had this feature for months until you suddenly decided to disable it for Standard Plans? There is nothing about this that makes a bit of sense. I've been a customer for 7 years but you've lost me SimpliSafe. I feel a switch to Ring in my very near future.

(edited)

@sk5​  I find this "alarming" no joke.

17 Messages

3 months ago

Getting push notifications on activity is great, when it works. I spend hours trying to figure out why suddenly one camera or another decides it will no longer register movement, or registers it, but fails to send the notification. The only reason I have not left yet is the thousand dollars I have invested in the system. Still waiting for performance mode to be working again, and why does the app show good connections when the help desk tells me the connection is not good? What started out as a great company is slowly becoming just another typical one.

You concern is important.  I'm on a very basic system, but I want it to work!  Right now, I'm not sure if it really is.

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