‎Base Station disconnects from wifi (constantly) | SimpliSafe Support Home
 
susanfhaine's profile

Monday, September 23rd, 2024 5:26 AM

Base Station disconnects from wifi (constantly)

My base station is running firmware version 2.17.0.34 and constantly (several times an hour) disconnects from wifi and will randomly reconnect on its own - now it is remaining disconnected.

The system worked perfectly for well over a year after installation June 2023.    The problem with wifi has been noted for the past 3-4 weeks. 

NOTE: At around the same time ( after working for over a year), my two outdoor cameras started dropping the wifi connection, also.   I mention it here in case it's related.  I can only get the cameras to re-connect if I delete and then re-add them, but even then they will not "hold" a connection. 

Nothing in our home wifi setup was changed.    I moved the base station to within ten feet of the router where it remains. I unplugged and re-plugged the router.  All the batteries are fully charged. 

There was a "password error" on my keypad but that cleared when I restarted the router and has not reappeared.   We have not changed our wifi password or done anything with our wifi at all. 

Help.  I'll make a separate post for the camera problem but wanted to note it here in case it's related.

Community Admin

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3.4K Messages

21 days ago

Hi @susanfhaine, 

Have you introduced any new Wi-Fi-enabled devices into your home/network recently? If you are noticing that your Base Stations and cameras both started experiencing issues connecting to your network around the same time, it could be due to an issue regarding signal strength

I would recommend setting up a separate guest network on our router that's locked at 2.4GHz and connect only your SimpliSafe devices to it. Doing this can help improve your SimpliSafe devices' signal strength to your network and help them maintain a consistent Wi-Fi connection.

9 Messages

No new WiFi-connected devices.  And our internet provider is telling us NOT to set up a separate guest network… i will revisit with them.  And this all worked for over a year. Until it stopped working. 

We are seniors with a very simple situation: two computers, two iPhones, one television set, one SimpliSafe base station & two cameras.  1400 sq. Ft townhome w/ outdoor cameras in reasonable proximity to base station. 

Our Xfinity internet is very fast & seems robust. The base station is mere feet from the router ( well technically it’s a “ gateway” combined modem/router). 

so … I managed to get the base station & one camera to connect to WiFi after restarting the gateway.  It lasted … 30 minutes or so. 

beyond frustrating. We are way too old for this & on a fixed income; so it’s tough to realize we may have to scrap this system. 

a long call w/ your support yesterday resulted in “ call your isp” after she had me do all the things I’d already done myself. 

1 Message

We are having the same issue over the past few days. The notifications about disconnecting and connecting are annoying enough for me to stop using this service.

9 Messages

Totally hear you ! Same here.

What we finally did w/ our Xfinity WiFi network was turn off the 5.0 ghz “ channel” completely ( Google will tell you how!)  .. … giving the SimpliSafe components no choice but to connect to  2.4.  Our gateway (combo modem / router) broadcasts two channels: one 5.0 ( extremely fast!!) and the other 2.4 (not so fast) 

It’s supposed to automatically provide the signal a particular device needs —- and it DID …. At least for the first year “ plus” we had SimpliSafe.  Remember— SimpliSafe ( and other home security systems) only accepts 2.4  ghz not 5 ghz … .. 

Once we turned off the 5.0 completely we were able to connect everything. It’s staying connected but I’ll wait another day & then try turning on the 5.0 portion ( that we are paying for!!)

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