Base Station NOT working after 4G Cell Replacement

I just "upgraded" my module. I did it exactly by the book. It was fairly straight forward and now SimpliSafe customer service agents can't figure out what's wrong. They want to send me a new base station. The problem is this is a system for a studio with extremely expensive things and no protection whatsoever at this point. How is it possible that they don't have a better solution for this? They should have just sent new base stations to clients that need to "upgrade". I had ADT for half a decade and never once was there a problem, and if there was, they would come out and fix it. I understand this is the "affordable" service but I may switch services at BOTH of my addresses and take my two systems to a place that can provide the service. 

Mine completely resets & loses all sensors every other day. I'm so tired of having to add all sensors back 3-4 times a week. They really screwed up with the 4g rollout. Nothing but problems!

Update: it is now working less than 12 hours before resetting and deleting all sensors. This is no longer a functioning alarm.

@jkejer ,

The symptoms you describe shouldn't be happening just from replacing the cell module - since that circuit board contains only the cell connectivity piece and the memory is on the mainboard. But obviously yes, it's something a lot more serious and we should replace your Base Station ASAP. Please call our Support team at 800-548-9508 and we'll take care of it.

I agree that there is an issue with the new 4G module. I have had 2G for more than 3 years, and I never had an issue.

I upgraded the module to 4G about more than a week back, and I got automated email from SS saying that my installation has been successful. The next day morning, I got the message on the keypad saying "install is in progress, press any key to continue". When I pressed a key, the message turned into "keypad out of range". I called the customer support, and they did many troubleshooting steps similar to what's posted here. But we did not have success. Then they said I am out of warranty, and I would have to purchase a new base unit. (Seriously!!). I asked to go back to 2G, and they said my old 2G module is already deactivated.

After some back & forth, they sent me yet another 4G module. I installed it, and it worked for a while. I had to configure all the sensors again though. After 2 days, I again got the dreaded sequence of messages...  "install is in progress, press any key to continue" -->"keypad out of range". I took out the batteries from the keypad, and put them back. That solved the issue. However I had to configure the devices all over.

Story is not over yet! Last night, I again got the same messages! I am fed up now. Seriously thinking of dumping SS. If I have to buy a new base unit & reinstall the sensors, why not start with some other brand? Suggestions?

Mine kept losing connection during the night, so I would go to bed thinking I had a functioning alarm system and wake up the next morning to find out my alarm stopped working while I slept. They are supposedly sending me a new base station (try reaching out on Twitter. The phone tech support people didn't help me either). I'll give it 24 hours but one more failure and I am switching to another provider. Also BTW they apparently don't credit part of your monthly monitoring fee if your system is not functioning. So you will continue to pay for a service you can't use if the system is down. Ridiculous!

I had high hopes for the replacement base station. I really wanted it to resolve my issues. The good news is that the base station can now connect to wifi and the keypad works. Now for the bad news. The app can't connect to the base station. It tries, but I get a message every time saying "unable to get settings from your base station." So I log in to my account using the website, and I find that every device is listed 4 times. FOUR TIMES!! That was not a problem before. So now I can arm and disarm my system, but what will the impact be of every device being listed 4 times? How can the system tell them apart?

And by the way, don't bother asking for credit on the monitoring fee you were paying while the device was not working. Apparently you pay whether the alarm is functional or not.

So after repeated calls to tech support, literally hours on the phone with people who can't resolve the problem, I have a system that might work, and might not. I have lost the last bit of trust I had left in Simplisafe. Time to find a new alarm system. 

Good luck to those of you still trying to get your systems to work. I hope you have a better result than I did. 

I am having this same issue. Eve since I swapped the Module, my Base Station loses it’s brains and wipes all my devices clean. This happens weekly and frankly I am very very tired of it!! I will be calling Customer Service tomorrow demanding a real solution. What a Cluster !uck with this! Clearly so many having the same exact issue!! Shame on you Simpli Safe!!

Same sort of issues here.  I had no problems with SimpliSafe for more than 3 years before replacing the cellular module.  After replacing the module, I had problems with the wifi (it would replace my wifi SSID with random characters under its settings).  I worked with their Tech Support two times to fix this issue, and the fix only lasted a few days until the base rebooted itself.  Then I had a problem with the base not connecting with my keypad and forgetting all my sensors.  Again, a tech support person fixed the issue, and the fix only lasted a few days.  I contacted customer service by chat today, and they wanted me to go through reboot steps again.  I told them I didn’t have time (the full, multi-reboot process takes more than an hour).  I have the impression that they do not know what the issue really is, and maybe they would like those of us with the issue to just go away.  Before I do that (and buy a competitor’s system), I decided to report my issue here.  Maybe they’ll send me a new base; I would try a new base if they sent it.