12 Messages
Cameras *Constantly* Disconnecting
My cameras are extremely unreliable and disconnect constantly for the last 3 years, usually when I need them most. I've tried everything I can think of, I've posted my complaints to Reddit (and will continue to do so), and searched online and in these help pages for troubleshooting tips, followed all suggestions, nothing has worked. I've spoken to customer support about this several times, and it's clear I know far more about the system than they do, they are zero help. It has become very clear that this is 100% a design defect in the SS cameras, full stop.
- I'm an engineer, and extremely technical (I'm also a lawyer, but let's hope that's not needed).
- Customer for 3 years.
- Premium Plan.
- 61 total SimpliSafe devices and sensors.
- 1 doorbell camera, 5 indoor cameras (black 1080p version), 3 outdoor cameras (black 1080p version with outdoor kits), all cameras set to 720p.
- Connection test for cameras shows good connection to WiFi.
- Google mesh router with 5 endpoints, WPA2 security, mesh test is good.
- Cameras are connected to a 2.4Ghz only guest network with unique SSID.
- All cameras are within 20 feet of an endpoint, most have direct line of sight.
- I've tried removing, re-adding, resetting the cameras many times, no effect.
- My home is standard wood frame residential construction, no metal reinforcement in the walls.
- No other devices, including other types of cameras, have ever had an issue connecting to the WiFi.
- All devices have the latest firmware installed.
I've got a lot invested in this system, and if it's not reliable, it's worthless to me. I need a solution now. This is mostly all I see, every day:
Official Solution
davey_d
Community Admin
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4.8K Messages
4 months ago
Hi @jmf726
Thanks for checking in. Our Support team is trained for the most common connectivity troubleshooting, but from your description, there's something a little different going on that's causing your cameras to be unstable. I've requested an escalation, and a specialist will be reaching out to get to the bottom of it!
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captain11
Captain
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5.4K Messages
4 months ago
@jmf726 I am not a lawyer (although when I was working spoke with a lot of them to negotiate sales contracts for medical equipment), not an engineer but would consider myself tech enough to work through most things. "Only" 51 items on my SS3 system, including doorbell pro, two outside cameras, 1 Simplicam and two Life Guard cameras. All work fine most of the time (>95%) and are reliable. So....your cameras drop, mine don't (and since I have placed over 35 other systems and most have cameras and if they ever have issues, I hear from them...) what is the difference between your setup and mine? Don't know, but willing to invest the time to find out.
If you are interested, swing over to the chat area of the community and let me know you're in and we can take it from there. Being a customer 10+ years, overall and most of the time I am a happy camper with SS. Will do whatever I can to get you there.
Have a happy and safe Memorial Day holiday.
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jmf726
12 Messages
4 months ago
So far SS hasn't offered any solutions, or reached out in any way, to solve my problem.
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jmf726
12 Messages
4 months ago
SS customer service is so aggravating, I sometimes look around for a hidden camera to see if I'm being pranked.
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jmf726
12 Messages
4 months ago
It's been 9 days, and I haven't heard a thing from SimpliSafe. I'm a 3 year Premium customer with thousands invested in this system.
I have now filed a BBB complaint, and will be continuing to escalate this until I get this resolved to my satisfaction.
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