‎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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5.5K 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!

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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5.5K 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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5.5K 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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5.5K 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

9 months ago

Keep having doorbell disconnection issues 

Community Admin

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2.9K 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

9 months 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

6 months 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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2.9K 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

5 months 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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5.9K 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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2.9K 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.

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