‎EVERY.FREAKING.DAY! doorbell cam keeps disconnecting! | SimpliSafe Support Home
 
toastie's profile

Wednesday, October 26th, 2022 5:28 PM

EVERY.FREAKING.DAY! doorbell cam keeps disconnecting!

lately the doorbell cam keeps disconnecting.  it's about 10 feet from the router.  i have super fast internet.  other SIMPLISAFE cameras right on the other side of that door from where the doorbell is stay connected!!!

NO other SIMPLISAFE device is having these DAILY issues!  we have a SIMPLISAFE camera in a tuff shed that is outside of our home that is further away form the router and THAT ONE never disconnects!

it's YOUR device!  FIX IT!

Official Response

Community Admin

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5.7K Messages

2 years ago

Hello,

I understand the frustration. I agree, it sounds like there's local issue. Since you have that other camera (non-SimpliSafe, perhaps?) that is further away, it's possible that reception and range may not be the issue here either. But maybe it's something to do with how the camera connects to your WiFi router.

I'm requesting a call from a Specialist to see if we can troubleshoot further.

175 Messages

@davey_d​ i don't think it's a LOCAL issue at all... i think it's a defective doorbell!

7 Messages

Don't be so hasty.  The doorbell only runs on 2.4 GHz.  Have you run something like Acrylic WiFi to check for co-channel interference?  In other words, is a neighbor's router stomping on your channel?

(edited)

175 Messages

why would my nine other cameras work and just not the DEFECTIVE doorbell!?  that's the only one constantly going offline!  including cameras further away from the router/extender. it's CLEARLY a DEFECTIVE product!

175 Messages

@davey_d​ and NO..... I have NINE other SIMPLISAFE cameras that don't disconnect... just the DEFECTIVE DOORBELL!  god... every time i come back to this thread i see the ANININE comments you make!

1 Message

@davey_d​  mine does the same thing

175 Messages

2 years ago

AND to add insult to injury..... when it does decide to finally connect... if it's a breezy afternoon... the SHADOW from our flag sets it off constantly even though we have PEOPLE ONLY selected!  didn't know a freaking SHADOW of a FLAG was a PERSON!

Community Admin

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5.7K Messages

@toastie​ that is a side effect of People Only Detection, which is looking for tall objects moving around. At this point I'm afraid the best solution might just be to move the flag elsewhere, or point the camera away from it.

7 Messages

@toastie​ Did you adjust the actual coverage area (ie. motion sensitive zone) of the camera, to exclude the flag?

175 Messages

@davey_d​ sure..... we'll get right on that!  we'll move the 20' flag poll that is CEMENTED in the ground and was placed where we want it on our property!  and we'll move the doorbell from the.... FRONT DOOR.  

HOW STUPID CAN YOUR REPLIES BE!!!!!!!?????????????????

Community Admin

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5.7K Messages

@toastie​ I understand you are frustrated, but I need to ask you to be respectful. We're all people here, trying to help.

175 Messages

2 years ago

Hey, Davey D..... here's a concept: GET A REPLACEMENT DOORBELL IN THE MAIL TO ME UNDER WARRANTY ASAP!  stop with the exuses and trying to blame my internet (NOT the problem) any thinking that may other functioning cameras aren't simplisafe (they ARE)

do the right thing for a change

Community Admin

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5.7K Messages

@toastie​ A replacement is never a problem at all. We just always want to troubleshoot first, in case there's a non-equipment issue. We don't want to put you through the trouble of waiting for a replacement, installing it, and seeing the same issue pop up again.

But I did previously go one step further and requested a call from a senior specialist, who can access your account, go through advanced troubleshooting, and replace any components if necessary. On November 2nd, the agent left a voicemail, and on November 11th, they sent an email, but was not able to reach you.

I will request another contact. Please keep an ear out for that call.

(edited)

1 Message

1 year ago

Keep having doorbell disconnection issues 

Community Admin

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3.4K Messages

@oshanla3​ If your Video Doorbell keeps disconnecting from its Wi-Fi connection, I would recommend using the Connection Check tool in the SimpliSafe mobile app. This will tell you if there are any connection issues between your Video Doorbell and network, and provide troubleshooting steps to take if there are. This Help Center article provides step-by-step instructions on how to run this test.

4 Messages

1 year ago

Just on very easy thing to try--I was having the base station and a few other non-Simplisafe devices (Wemo and levitron) disconnect almost every day.  I changed my modem wifi from "802.11 (b or g or n)" to just "802.11n"    After a reset all has been well for a week.   

Of course assumes all your devices are 802.11n, but all of mine were.

1 Message

1 year ago

Same here and it is hard justifying getting this camera when other doorbell cameras work fine.  My other SimpliSafe cameras also work just fine.  I’ve run through all of the troubleshooting steps.  

(edited)

Community Admin

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3.4K Messages

@Atlas​ If you could please let me know which troubleshooting steps you've taken that would be a great help so I don't recommend something you've already tried.

But if you haven't tried this already, I would run the Connection Check tool in the SimpliSafe mobile app. This will run a scan on the Video Doorbell's connection to your router and provide additional troubleshooting steps based off its results. You can learn more about using the Connection Check tool in this Help Center article.

1 Message

1 year ago

Same happens to me and only on my ss video doorbell.  
All other cameras work perfectly.  
Reset my Netgear router and ss video doorbell working perfectly.  

1 Message

Same issue as well. Tried everything. Works for a little bit then disconnects. All the other cameras work fine and one is way further away and never disconnects

Captain

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6.3K Messages

@tylerdo What kind of wifi setup do you have?  My six cameras (doorbell pro, 2 outdoor cams on AC and 3 SA cameras all work fine on my Googe WIF mesh. All show "good connections" in the Android phone app. What is interesting is my experimenting for the past month with the positioning and # of points.  I had one router and 3 points. Took out one point and went from fair on 2 of them to good. Waited two weeks and took another point out. Now have on the router and one point and all is better than ever. Two story colonial, 2600 sq ft with one on the first floor and one on the 2nd.  

All of that said that, possibly, tweaking your wifi could help.

Community Admin

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3.4K Messages

@tylerdo​ Captain11 provides great advice here, as adjusting your WiFi settings can help with the Video Doorbell's connection. What can also help here is creating a guest WiFi network locked at 2.4 GHz and connect only your SimpliSafe devices to it.

3 Messages

8 months ago

I am having the same problem after years of living at my same address and having my doorbell cam work like it was supposed to in the past. And I have Cox high speed internet too!

Community Admin

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3.4K Messages

@careyannf​ SimpliSafe cameras need to be connected to a network that is configured as WPA2 or WPA2/3 Mixed Mode. Cox defaults their networks to WPA3, which could be the issue here.

I know that you already reached out to our Support team and they are sending you a new Video Doorbell Pro. When setting up this camera, I would recommend contacting Cox so they can temporarily switch the network from WPA3 to WPA2.

3 Messages

8 months ago

I just contacted Simplisafe support yesterday and now this will be the 3rd doorbell cam they are sending out to me

2 Messages

It will do the same thing 

3 Messages

8 months ago

Resetting my router, changing the location of the router, on top of, using connection check does nothing to help

1 Message

6 months ago

I have to agree it is definitely a faulty camera. All of my other cameras even the ones far away never disconnect except for this one all the time. I also have very fast speed Internet it's right on the other side of the door cam nothing is blocking it and it is on the WPA2 setting blah blah blah blah blah whatever fix your crap

2 Messages

6 months ago

Having this same problem! Doorbell Camera will disconnect while I’m at work all day but when I get home it connects. Outdoor camera never disconnects. SS has replaced it 4 times already and still same problem. The doorbell camera is definitely faulty and I’m getting tired of calling support about it. Going back to Ring and downsizing my SimpliSafe plan.

I’m facing this exact problem where the video doorbell keeps disconnecting. They sent me a 2nd video doorbell and it is facing the same problem. High speed internet, no issues with any other device just that video doorbell doesn’t work. Extremely frustrated and disappointed 

1 Message

2 months ago

I’m having exactly the same problem and have been for a long time. My other Simplisafe cameras never disconnect but the doorbell does repeatedly. The Wifi Access point is in the window directly above the door and the signal is rock solid. My doorbell software is up to date, as is my Eero firmware. 

Sometimes, if I entirely reboot my entire network, the doorbell camera comes back to life, other times it makes no difference. I can pull it off the wall and reset it and the camera will work fine for a while…until it doesn’t.

The doorbell chime always continues to function. The motion sensor always continues to function and notifications of this ilk keep streaming into my phone. The camera goes dead within a few hours or at most a day or two after the hard reset. 

This is the only Simplisafe device I ever have any problems with and I have to think there’s something fundamentally wrong with its design. Given how many others seem to be having exactly the same issues (there are threads about this in multiple places) I’m pretty confident the unit has a serious  design flaw. I’m so sick and tired of this that I’m seriously thinking about jumping ship and going to another ecosystem. 

It is a serious design flaw. I have tried replacing the doorbells but to no avail. I had to move to Ring doorbell cameras and life has been really good. 

Community Admin

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1.1K Messages

@invoice if you haven't tried this already, we recommend using our in-app Connection Check tool. This tool will run a scan on the Video Doorbell Pro's connection to your WiFi network, and provide troubleshooting steps to take to improve its connection. 

 

If you see the How to Troubleshoot Your Camera's Connection article in the Help Center, it will take you through the steps of using the Connection Check tool, and provide additional details about what your results mean.

1 Message

I've had the same issue with two doorbells.  (It disconnects but the doorbell still chimes).  All my cameras work fine except for the doorbell.  The doorbell camera, also is the closest to the router.  I finally got the second one to stop disconnecting. 

The first doorbell cam had an issue with the chime connector wiring.  One of the terminals on the connectors was broken and would not hold the wire -- even with the tab in the fully closed position, the wire was still loose.  I didn't notice the bad connector when I first installed it.  It wasn't until I was disconnecting everything that I noticed the bad the terminal.

SS sent over a new doorbell and it worked fine for around 1 week and then the new doorbell began disconnecting. 

I checked the voltage at the transformer, the chime connector, and the doorbell plate and it all checked out.  So I thought must be a bad doorbell.  SS's help page states the blackplate should not be overly tightened or bent.  So, when I installed it, I left it a little loose.  Before calling support again, I tried tightening the backplate a little bit more - so it was secure but not moving.  After tightening it, the doorbell camera has been working now for 2 weeks.  So hopefully, that resolved the issue -- at least for now.

1 Message

1 month ago

Having the same issue. It’s the defective charging plate. When you plug it in via micro USB it works. However it won’t operate unless it’s always plugged in. 

Simplisafe has refused to replace this item for me because they said it “works when it’s plugged into micro USB.”

Even thought I told them that the charging plate is defective and that’s part of the item and therefore I should be owed a refund or replacement. 

The point of the device is it’s supposed to work off of the charging plate. 

In the end I had to waste a few hundred dollars for an electrician to come in and customize a fix.

Bad experience. Would not recommend this particular product. Overall SimpliSafe is still good.  

2 Messages

1 month ago

I am having this same exact problem. I have another SimpliSafe camera that is further away that is working fine. I’ve tried resetting the router and hard resetting the doorbell multiple times. It was working for almost 2 years and nothing has changed with my internet. All of a sudden the last few months it can’t go longer than a few hours before the doorbell stops responding. 

Community Admin

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1.1K Messages

@ktunno93 If there is a lot of physical interference between the Video Doorbell Pro and WiFi router, (like thick walls or a heavy metal storm door) that can impact the camera's connection. 

 

If possible, try moving the router closer to the Video Doorbell Pro to help strengthen their connection.

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