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slyle01's profile

Tuesday, August 22nd, 2023 1:56 PM

Base Station offline - can't use 2.4GHz?

I had an 'event' over 115 days ago.  System has apparently been offline ever since, but SS never notified me -by any method. I have since changed to a new ISP (Earthlink) which only offers 5.0Ghz.  My base unit is OFF and refuses to connect or even recognize Earthlink. I do not have access to a 2.4Ghz speed.  Am I out of luck with SS?

Is there a quick, SIMPLE fix...or do I need to cancel my SS account?

This post was created from this reply on different post

Community Admin

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6 months ago

Hi @slyle01 ,

Sorry to hear that you've had connectivity issues with your Base Station. If your system loses connection, there are a few ways that it would let you know; first, you'll hear a "No Link to Dispatch" from the Base Station itself, whenever you arm or disarm. You'll also see that warning on your Keypad's <!> notifications. Of course, you'll get an email from us with the same warning, as well as a notification in the SimpliSafe app the next time you log in.

As for getting connected to your new WiFi setup, that could get a bit tricky. It's worth noting that "2.4GHz" and "5GHz" are not speeds, but channels (very similar to TV channels).  5GHz might offer higher throughput, but it doesn't fare well trying to penetrate through walls - which is why 2.4GHz is still useful. So most WiFi routers by default are configured to use both at the same time. It's just that normally they're set up under the same name - so devices can just connect to the one with the best link from where they are.

On the unlikely chance that your WiFi router really is locked to 5GHz only, we do have some potential solutions. We normally recommend going through your WiFi settings and creating a new secondary WiFi network configured to 2.4GHz, and WPA2 security (which may require working with your ISP).

We also strongly recommend working through our WiFi troubleshooting guide here.

And finally, our Support team is able to take you through the troubleshooting step by step - over the phone or live chat. One possible solution might be to set up a recommended model of WiFi extender that links up with your existing WiFi.

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