‎Unreliable, ongoing issues, poor support, is this the norm? Will it ever get better? | SimpliSafe Support Home
 
clark511's profile

Wednesday, November 1st, 2023 9:58 PM

Unreliable, ongoing issues, poor support, is this the norm? Will it ever get better?

I have a relatively large house with a system that includes 6 external and 2 internal cameras, all the motion detectors, entry sensors, CO/fire monitors, etc.  (total of 41 devices).  As such, with thousands invested - it is not easy to change systems at this point, but I may be forced to.  Unreliable, weak software that conflicts easily, and poor customer service that always blames any problem on your Wi-Fi connection - despite having a strong 6 unit nested Google system. I have had 4 different alarm systems on homes in the past, and I have had more problems with this SimpliSafe system in 12 months than I had with all 4 other systems over 30 years.  I'm losing hope, just too many problems, the unreliability of the system is frustrating and time consuming.  Today's problem; even with the privacy shutter ON for all modes other than AWAY, one indoor camera has recorded activity when the alarm system is OFF.  Often enough my wife now wants the den camera moved so it can't see us.  Support just keeps following the script and telling me how it is supposed to work.  Well duh!  I have had to become an expert on YOUR SYSTEM BECAUSE IT FAILS ALL THE TIME.  I know it better than support does.  In short, for those with longer duration experience - is it ever going to get better?

100 Messages

6 months ago

To be honest, no it won't.  Take it from someone who has been through it all with simpliunsafe.

16 Messages

Understood.  Sheesh, that is discouraging.

6 Messages

Hello Clark511:

Brother, I feel your pain.  Back in May 2023, I dropped $1000 on a SS system after a home invasion that entailed a stolen car, a rammed in garage door, and entry into my home.  I have 5 indoor cams (2 smart cams, 3 simplicams, and a doorbell cam) and 1 outdoor cam that I use as an intercom in  my garage bc it is useless as a security device. Oh, and did I mention that the Simplicams have a weird sound when they are live (a crackly, static interference) and the outdoor camera speaker does not work on the uptake? 

Then, JUST as the 60 day trial period expired, the video error messages started to appear - the infamous "No Video" and the "We lost part of this video due to internet issues with your cameras" message. It's ALWAYS my internet issues, even though I literally have NO problems with any other device that uses an Upload stream. Then, things got worse after the base station update a few weeks back (version 2.14, if I'm not mistaken).  Tech support is useless with canned responses, and frankly I know the SS system better than they do. 

Internet specs: Linksys MR8300 mesh system with 800 mbps up AND down. 

THE ONLY REASON I purchases this system originally was bc of the privacy shutters on their indoor cameras.  Then when the Smart cam came out I was really excited about the interactive monitoring service whereby agents can supposedly deter criminals (if the Smart cams work at all) by talking to them directly.  Otherwise, I would have returned this system before the trial period ended.  

Like you, I have a super expensive door and window sensor system bc the cameras are SimplyUNsafe -they don't work most of the time.  I honestly wish SS would simply refund me and I'd be on my merry way.  I am tired of chatting with tech support, and I have wasted a lot of time doing that.  I would even pay more if the system were reliable bc price wasn't really the issue -PRIVACY WAS.  

So, sorry you're dealing with this.  Hopefully SS will get off their duffs and fix this problem otherwise I am going to start petitioning for a full refund.  I am done.  

Cheers!!

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4 Messages

I’ll sign that petition!!!! :) Firmware update rendered half my system useless. SS support is a joke. Point all the blame on the owners. ( is your router and base station plugged in? Yer kidding?!?!) trying to fix WiFi on outdoor cameras, caused doorbell cam to attempt to reset up, which it won’t now. My advice, buy an rottweiler instead. This turned into a colossal waste of time and money. 

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Community Admin

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2.6K Messages

6 months ago

Hi @clark511, 

I am very sorry to hear about your experience, and please know that I will forward your feedback to our internal teams. We can always help troubleshoot your system here in the Community as well.

Regarding your indoor camera, when do you notice that it records motion when its Privacy Shutter is on? Does this happen around the time you disarm your system into Off Mode? As a security measure, your cameras will wake up and film a short recording when you disarm your system so you know who disarmed it. If your camera detected motion while taking this recording, it will continue to record.

16 Messages

Thanks and good question.  Yes, the cameras do routinely take a short recording when the system is disarmed.  The recordings I am concerned about occur long after being disarmed.  As I continue to try to figure out cause, I did just notice while looking back in the history - the history does not show disarming the system, yet it obviously was off because the alarm didn't go off after remotely turning off via the app.  I am going to do more testing, but I'm wondering if the system is somehow turning off the alarm, but not resetting a status internally causing the cameras to stop detecting/recording motion.  I tried to explain this to Tech Support, but they just kept reading the script - they don't really understand the system, nor how to help you fix it, other than just following the process map they use as reference.

Community Admin

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2.6K Messages

@clark511​ Understood! Since you notice these recordings happening outside of a disarming event, it may help to reset this camera by pressing and holding the button on the top of the camera for 20 seconds. Once you release the button, you will be prompted to set the camera back up in your system.

You pose an interesting theory, and since you didn't see a disarming event on your timeline, I would also recommend resetting the Base Station as well to ensure its connection to your system. This can be done by taking the following steps:

  1. Unplug the power cord from the Base Station, and use a Phillips Head screwdriver to remove the screw below the plug
  2. Remove the bottom cover and remove one battery from the Base Station
  3. Wait 30 seconds
  4. Reassemble the Base Station by inserting the battery, cover, and the power cord
  5. When powered up after the reset, the Base Station will say "Welcome to SimpliSafe"

16 Messages

Yeah, hard pass.  You have no idea how many times I have reset cameras, deleted cameras, re-added cameras, reset the Base Station, etc.  I have over 20 hrs with Tech Services the last 11 months.   Thanks for your input, but we are waaaaaaay beyond your suggested actions, been there and done that far too many times.

10 Messages

exactly the same. many hours with tech-support and have reset the base and the cameras, many many times

12 Messages

@clark511​ totally agree. "It's so simple to reset." I shouldn't have to reset sensors and cameras MULTIPLE times a month. I'm almost convinced that the workers at SimpliSafe don't even utilize their own products. Case and point - the outside Cameras on the phone app have "spotlight on or spotlight off" for night vision. Yet, using the computer you have "auto, low, high" or something like that. How do they not even recognize that they don't use the same terminology for their own products!? 

5 Messages

5 months ago

I'm afraid it will not. I'm a tech kind of guy, and instead of sending the system back, I decided to try to fix it. After adjusting settings, multiple calls to support service, and many, many trials and errors, I can say this system has two major fatal flaws. 

1. Faulty cameras. They simply don't work as expected. They are expensive cameras but not at all what you pay for

2. The base simply doesn't reach very far, resulting in 1) not being able to cover your entire house and 2) even if all your sensors are connected, they will lose the connection requiring you to re-install the device. 

And just a final comment: If all your sensors and cameras are connected to the internet, why do you need the base to connect to the devices on its own when they are already connected to the net? Why can't the base get their data/info from the net?

Advocate

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692 Messages

If all your sensors and cameras are connected to the internet

They aren't. All of the sensors communicate with the base station via RF. They don't use WiFi at all. You don't need an internet connection to use the system if all you have are sensors and no cameras. (Though w/o WiFi you can't receive updates to the base station, the mobile app doesn't work, etc. so it's not at all advised.) 

(edited)

12 Messages

@marcos9999​ I've asked this before as well. The indoor cameras can send video directly to the server regardless of the base station (they just use wifi and send it straight up) BUT the outdoor Cameras RELY on the base station. Sooo.....you're saying that the cameras OUTSIDE require the BASE STATION but the ones inside do not. Perfect sense. So disgusting. 

16 Messages

5 months ago

Wow, just when I thought we might have hit a lull, the "smart lock" failed indicating requires "calibration".  You have to uninstall and reinstall - which cannot be done from the app.   This continues to evolve as "The Never-Ending Story".  I wonder if any lemon laws cover situations like this?

Community Admin

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2.6K Messages

@clark511​ You can recalibrate the Smart Lock on the Keypad by going to Menu > Devices > Smart Lock > Recalibrate. You can learn more about recalibrating the Smart Lock in this article in our Help Center.

16 Messages

Thanks, after several attempts recalibrating, I finally had to uninstall and reinstall - twice, despite being within 30 ft and directly line of sight of the base station.  Only took me an hour to get it working again, with absolutely no idea what caused it to require calibration - after being in service for over 10 months.  

This is exactly what drives me nuts about this system, for absolutely no apparent reason stuff will suddenly stop working, and if you fiddle with it and/or the base station for a while - you can get it to work.  Extremely frustrating, time consuming, and not confidence inspiring.  SimpliSafe needs to do better before enough unhappy customers come together for a class-action.

100 Messages

@clark511SimpliSafe needs to do better before enough unhappy customers come together for a class-action. I have been posting that for a while, I can't believe no one has started one.

1 Message

5 months ago

I’ve had the system for about a year and the quality is so terrible I’m considering switching to a different service. Notification delays, devices disconnecting, the updates won’t even install. For how much I paid, it’s unacceptable. Our house has $800 door chimes because that’s all that works. 

Community Admin

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5.3K Messages

@kjdryden89​ so sorry you've had so many issues with your system. Have you already been working with our Support team? If you like, I can set up an escalated call so we can work through all of these concerns all at once.

4 Messages

4 months ago

I’ll sign that petition!!!! :) Firmware update rendered half my system useless. SS support is a joke. Point all the blame on the owners. ( is your router and base station plugged in? Yer kidding?!?!) trying to fix WiFi on outdoor cameras, caused doorbell cam to attempt to reset up, which it won’t now. My advice, buy an rottweiler instead. This turned into a colossal waste of time and money. 

This comment was created from this reply

5 Messages

At some point, after spending time and effort to make the system work, I gave up. I took all of the sensors and cameras and put them in a box that I'm trying to sell, but no one will offer any amount of money for it. I bought 6 Arlo cameras for a fraction of the SS price, and it was the best decision I've ever made. Easy to install, the cameras never fail, and don't miss a beat. The batteries last a long time. I got one camera out of the box with 70% charge, it's been more than 2 months and they are now at 63%. Not a single problem. 

16 Messages

4 months ago

Yeah, the Rottie is good advice.  New problem, now my indoor cameras are triggering and recording on movement regardless of alarm status.  As such, I had to turn motion detection completely off.  I know I am just delaying the inevitable required "remove from the system and reinstall" step, again, for about the 7th time.  I'm sick of uninstalling and reinstalling because of weak software.

100 Messages

@clark511​ Simpliunsafe doesn't want to fix the problem, if they did it would have been fixed a long time ago. All they want to do is sell their junk to unsuspecting customers and get them on the subscription plan. I have been through it all, every time I called with a problem it was the same B/S, reset, unplug, your internet is the fault ect.ect. Then they started replacing the cameras when I called, I sent back 5 sets of cameras in 6 months' time all with the same results. I went to the post office so much that I got to know the postmaster by her first name. I'm not even going to mention all the problems with the doorlocks,motion sensors and base station.I wish people would search for reviews of this system before they buy it. I sure wished I did. Take a look at the reviews on the BBB site. They finally gave me a refund on all the cameras but not before telling them that I WILL contact an attorney if they didn't. I'm stuck with a $1200 alarm system that's always having problems and of course it's out of the warranty time frame.  I really want to sell this junk, but my conscience won't allow me to. I sure hope that they get your system straight, but I have my doubts that simpliunsafe will.

10 Messages

maybe their system can’t be fixed

16 Messages

3 months ago

My doorbell doesn't work in the winter and is hardwired. I've had so many issues w/o resolve and filed a BBB complaint today. 

16 Messages

3 months ago

Routinely my doorbell camera will detect motion, but not turn on the infrared.  The result is I have a black screen recording, and I’m worried about what triggered the camera that I cannot review.  I keep hoping all the negative feedback and reviews will get Simpisafe focused on reliability rather than just selling more equipment.  At some point the negatives will accumulate to the point it impacts revenue, and that will be the beginning of the end - because their current business model relies on new sales only.  Repeat buyers will be non-existent.

100 Messages

100% agree with your statement. I have been hoping that new buyers or people who are potential buyers will read these posts before their return date expires or before they buy anything from them. Simpliunsafe can care less about their products after the sale, but will bend over backwards to get someone to buy their unsafe systems.

1 Message

9 days ago

I feel that we are having the same exact problems always taking time to reconnect our cameras and run down issues that the customer support seems to always think it’s our WiFi even though I know our WiFi is not causing these issues.

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