4 Messages
Sensors and Tech Support not responding
I'm wondering if anyone has recommendations for what I can do to fix my system. Since January 2024, thirteen of my thirty-six sensors and cameras have either not responded or have randomly gone offline thirty-eight different times. This typically causes beeping every 10-15 seconds, often around 2 or 3 a.m. A month ago, I removed every sensor from the system and reinstalled every one with new batteries, but the issue persists. Despite calling SimpliSafe tech support more than eight times, the problem remains unresolved. In my last four calls, the representative promised that the Engineering Group would contact me "in a couple of days," but I never received a call and have had to follow up four times. My first call was 43 days ago and I've been waiting for the Engineering Group to contact me for two weeks. The problem is worsening: in January two sensors went offline, but in June and July thirteen sensors went offline. Has anyone experienced similar issues with both sensors AND tech support not responding? I understand that their staff may have competing priorities, but I never encountered such problems with my previous alarm company.
davey_d
Community Admin
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5.7K Messages
2 months ago
Hi @jeddyjed ,
So sorry to hear that you've had so much trouble! So many components malfunctioning suggests that the actual issue is with what they all have in common: the Base Station.
So typically the first step in troubleshooting would be to to consider where your Base Station is and what's around it:
After going through troubleshooting, and if we weren't able to find a specific culprit, the next option might be to replace the Base Station.
You do mention that our agents have already requested an escalation of your case, and I'm checking with our internal teams already. But it would help to consider the above questions as part of the troubleshooting process.
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jeddyjed
4 Messages
1 month ago
@davey_d One more thing to add to the list of frequent issues I’ve been dealing with…, after we close a window, the touchpad screen frequently still shows “Entry Sensor Open” even though it shows as “closed” in the app.
It’s been almost three weeks since I was told I’d get a call from higher tech / engineering to fix the issue. I’ve followed up 4 times and still haven’t heard from them. I’ve now heard it would be a good next step to replace the base station from both @davey_d and the tech services rep who I spoke with on July 3. Seems like it would be much better to replace the base station instead of having a customer deal with an issue for 7 weeks with no progress.
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