‎Outdoor cameras failed during home break-in | SimpliSafe Help Center
 
Benjaminadams89's profile

Mon, Oct 24, 2022 6:13 PM

Outdoor cameras failed during home break-in

Someone broke into my home over the weekend and neither of my outdoor cameras caught reliable footage. The delay in recording motion detection is so bad that they were almost out of my back yard before the second camera they passed in front of, caught an image of their back. I'm extremely livid about this situation and I want to know what Simplisafe is going to do about it. It seems they aren't providing the service for which I'm paying.

Also, the one video in which I was barely able to catch the criminals wouldn't play on my app and kept crashing it. I called tech support and they didn't know what the problem was and told me to just use the computer. 

My disappointment in the "security" company that was supposed to help me protect my home is through the roof. Simplisafe has failed and I expect a response fast. 

Official Response

Community Admin

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3.8K Messages

1 month ago

Hi,

I'm very sorry to hear about this. I saw your other post in a different thread, and have requested a call from our escalation team. We'll take care of you.

(edited)

11 Messages

@davey_d​  Davey, you haven’t been any REAL for our camera problems. Words are normally cheap but these cameras ARE NOT. There is no true fix, if there was we all would shout from the cameras

29 Messages

1 month ago

I'm sorry that happened to you. I've talked to customer support many of times about this same scenario with my cameras only to be told that its normal for the cameras to do that. There is not much security in these cameras. I wish you well and I hope everything works out for you.

Community Admin

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3.8K Messages

@larrhurd​ I mentioned in your other comment, but no, this would not be considered 'normal'. In the ideal situation, there might be a very short lag time due to communication across the internet, but there shouldn't be a severe lag time.

Our engineers continue to work on improvements, and we've made great progress over the last couple of updates already. But there's more to come.

In the meantime, our Support team can work with you on improving connectivity - not just between the camera and your WiFi, but also between your camera and the Base Station, since both connections are required for the camera to function.

29 Messages

I already was talking to the support team; my connections are great to both the base station and cameras. The connection is not the problem, the cameras are!! As I told support, one of my cameras is 4 feet from base station and the signal only has to go through 1 wood wall, the other camera is 15 feet away from station and has to go through one wood wall. My signal strength to both cameras are 41 dBm and upload speed is 14 Mbps each. If these cameras need more than that then they are worthless to anyone who doesn't have business speed internet. My base station is 10 feet from my gateway and one wood wall, again it has plenty of signal and speed going to it. I have 1.2 gig download speed and 40 Mbps upload speed. Again, it's not my internet it's the cameras, be it hardware or software or both. I just want them fixed, I spent big money on these cameras and expect them to work!! As of now I'm paying for a service that I'm not receiving. These complaints have been going on for a very long time and nothing is being done about it!! All support wants to do is send more cameras to try to fix the problem but it's not working. Again a 20 second delay is not normal for a security camera; you will never catch a thief with that much delay. All these people complaining about these cameras, and nothing is being done about it is the failure of SimpliSafe not the people who are purchasing these cameras. If you can't fix them, buy them back!!   

Community Admin

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3.8K Messages

No, based on what you've described, it's not about the connection through your WiFi router or the internet. The camera needs to link with the Base Station to activate, and that uses local RF rather than WiFi - the same connection used by the sensors. So troubleshooting the local signal by addressing interference might help a bit.

But like I said, our engineers are still working hard on improvements on our end, and even more updates are coming soon.

(edited)

2 Messages

28 days ago

Sorry to hear this.  This is what WE have all been complaining about.  Since my post to this thread a month or two ago, I was told by all tech support it was my internet connections fault.  In that time, I was told to purchase SS wifi extender for the camera $20 + .  It has been placed a foot away from the camera (inside to outside) and over 8 feet to the camera.  Still over 20 seconds to connect.  Unacceptable.  Now, again, I was told that it is my internet connection.  Last week we were finally able to get Fiber Optic Internet (a two year wait), my speed check is 80% better than the wire connection was.  I am still at 20 seconds for the camera to wake up.  I believe that we are all tired of paying for something (the most important part of our systems) that we are not getting the full service for.  20 second wake up time for the outside camera is unacceptable.  Get the D@$N thing fixed.  I can’t get a faster connection to the internet any more, I paid for an extender, and everything else that you propose/suggest and it is not my fault that camera does not work.  Get the software fixed, or give the cameras away for free so I/we can take a few more  and install them all around the outside perimeter of our property so that one of them might wake up in time and maybe catch something other than a thiefs back!   PLEASE HELP!

5 Messages

27 days ago

As the original poster of this thread many months ago, I've watched this for a long time now.  In addition to  excellent WIFi speeds, my outdoor camera is hooked to a solar powered cell.  A simple software change should allow all of us with 'always on' power to keep our cameras on all the time.

I think it's time for a class-action suit, and I'm betting 1 of the hundreds of litigation attorneys in Vegas would be willing to talk to me.


Selling a security camera that won't turn on to provide security would make good fodder for our local news teams too.

11 Messages

26 days ago

As I have said in the past, my cameras perform the same way,,,badly. I asked a question before that has never been answered. Is the video direct from the internet connection OR, is the video coming from SimpliSafe through their server network. The problem we are all experiencing may be due to a lack of server capacity and the subsequent feeds from SimpliSafe. I suspect the defect resides wholly on the SimpliSafe network.

Everyone needs a clarification on this issue regarding my question. 

Community Admin

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3.8K Messages

@garvey_k​ I recall answering your question before. The cameras do link through our servers, before being served up to the app on your phone on demand. But our engineers are constantly monitoring, and it's definitely not a capacity issue on our end.

The lag time as described is a side effect of the Outdoor Camera's deep sleep, which is necessary for battery life. To wake the camera up, it needs to link with the Base Station, using the same local radio connection as the sensors. That's why troubleshooting that connection like we do with sensors can help.

However, there's more that can be improved in that link through the firmware, and our engineers continue to work on it. Further updates are coming to your cameras soon.