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cornholio's profile

Tuesday, May 25th, 2021 8:51 PM

Base Station and 5G

I'll keep this short as possible.  My SimpliSafe wi-fi kept losing connection between May 19 and May 25. The camera was also out.  For three days I was without any protection as Verizon was upgrading towers in my area to 5G.  Normally not an issue, but I was out of town for two weeks and could not reset the base or camera.  After talking to SimpliSafe Tech Support (two different people), I was told that the base station could be connected to a 5GHZ network.  So, I gave it a shot on the keypad, and couldn't do it.   Tried on the app, and it states that only a 2.4GHZ network can be used for the basestation.   Not sure what the correct answer is, but I'm betting that it is 2.4GHZ and not 5GHZ as support said.   Also, a future app feature add could be for Tech Support to be able to remotely reset the basestation, as they told me that it can't currently be done.

Official Response

Community Admin

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5.5K Messages

3 years ago

Hey there,

We're also a bit puzzled about those conversations, though they might have been confused between the 5GHz WiFi band, and 5th generation cell networks (5G). Though even then... the SimpliSafe Base Station can connect to neither.

Yes, you're right, the Base Station (and since you mentioned, our cameras as well) can connect only through the 2.4GHz band. But of course, all routers that support 5GHz also have 2.4GHz. If you have a single WiFI network visible, there's a good chance that your router is actually broadcasting both at the same time, under the same name.
For getting your SimpliSafe system connected, we've heard that it sometimes helps to have them separate (or to have a separate guest network that broadcasts only at 2.4GHz).

As for remote resets, well... The only time that feature would be useful would be if the unit is having connectivity issues. Which would mean there's no way for the app to send a reset signal to it. So it ultimately wouldn't be that helpful.

(edited)

1 Message

I am unable to connect my new system for the same reason. How do I fix it exactly? What steps would I use? I am about to return the entire system. 

Community Admin

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2.8K Messages

@analytigal​ Does your router broadcast at 5GHz? To connect your Base Station (and any cameras you may have) to your network, we recommend creating a separate 2.4GHz guest network and connect all of your SimpliSafe devices to it. 

The steps to do this may vary depending on your internet service provider, so I would recommend consulting your router's manual or contacting your ISP on how to create a guest network.

1.3K Messages

3 years ago

I agree, sounds like confusion ovet two completely different things. 5GHz WiFi and 5G cellular. Completely different things.

42 Messages

3 years ago

I don't know who's confused, but it's not me.   You might want to re-read the original post.

1.3K Messages

3 years ago

Relax cornhole, I don't think either of us was talking about you.

11 Messages

@whoaru99​ cornhole ha ha ha 

Advocate

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2.2K Messages

3 years ago

5G is a CELL PHONE technology.  The G is for Generation, not Gigahertz and it refers to the way the base connects to SS as primary (SS2) or backiup (SS3).   5GHz and 2.4GHz are WI-FI services, for how the cameras connect to SS and the SS3 base uses as primary connection to SS..

Captain

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5.9K Messages

3 years ago

To all on this thread, and all SS customers and associates, a very happy and safe Memorial Day . Thank you to all of those who have  or presently serving, and to their families.

1 Message

2 months ago

I have the same problem. I cannot connect to the five. It Hass to be a 2.5 which sucks because you’re out all that money now after just a year

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