We're in a little bit of a conundrum here because in order for the Base Station to update, it needs to be connected to WiFi - which is the very same thing that's having trouble.
But looking into your account, I spotted an issue that might be related. I've created a call ticket with a senior Specialist to get this figured out!
- Davey D. Community Development Manager
SimpliSafe Home Security
Any chance your router has quarantined or otherwise locked down your SimpliSafe base unit from talking to the internet? In that instance it would still show as connected to WiFi but it couldn't get anywhere outside of your network.
Hello Worthing;
I'm using an Xfinity Wifi gateway. How would I know if the router has quarantied or locked down the base unit?
I'm not a computer expert but when I look at what's connected to the wifi network through the xfinity website it shows the base station without any other technical jargon that would indicate any special conditions.
I'm arranging a call back with a specialist from SimpliSafe-he contacted me but I have to find several hours to devote to this problem.
Thanks.
Bill
Hi Captain11;
I did that a few weekends ago and burned 2 hours without the problem being fixed, which is why I posted here.
Thankfully, it seems the company monitors the forum and someone from SimpliSafe called and then emailed me.
I've emailed them back and we'll setup a call when I have a block of time.
Thanks for your help.
Bill
I am having a similar problem. Keypad is connected to Wi-Fi but base station stated no signal. When I arm alarm the base station tells me the system is armed, but app and simplisafe say no signal being received. I have rebooted the base station and my router numerous times to no effect, so feel like I am paying for a system that does not actually monitor apart from locally.
Same issue here. Seemingly it may have started since the last firmware update. Nothing has changed on my network, system is connected to the 2.4GHz SSID. Annoyingly, the whole time it can't reach the dispatch centre, all my cameras are in alerted blue-light mode with the shutters open. I don't even have a plan so unsure why it needs a link to the dispatch centre. Seemingly any blip in connection causes the cameras to behave this way. I've tried several times to get a resolution for this with support and got nowhere.
I had a similar issue that was resolved today. The customer support tech directed me to turn the base station off. Unplug the power cord from the bottom of the base station, then unscrew the single screw that is exposed. Open the bottom of the base station and you will find 4 rechargeable batteries. Remove one battery. Plug the power cord back into the base (with the remaining batteries exposed. Using your SimpliSafe keypad, connect to the WiFi. You will need to enter your password on the keypad. I was able to connect to my WiFi immediately. Once the Wifi is connected, remove the power cord again and replace the remaining battery. Screw the bottom back onto the base station and plug the power cord back in. You're good to go.
Official Solution
davey_d
Community Admin
•
4.3K Messages
1 year ago
We're in a little bit of a conundrum here because in order for the Base Station to update, it needs to be connected to WiFi - which is the very same thing that's having trouble.
But looking into your account, I spotted an issue that might be related. I've created a call ticket with a senior Specialist to get this figured out!
- Davey D.
Community Development Manager
SimpliSafe Home Security
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0
worthing
Advocate
•
526 Messages
1 year ago
Any chance your router has quarantined or otherwise locked down your SimpliSafe base unit from talking to the internet? In that instance it would still show as connected to WiFi but it couldn't get anywhere outside of your network.
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wjennis3
10 Messages
1 year ago
I'm using an Xfinity Wifi gateway. How would I know if the router has quarantied or locked down the base unit?
I'm not a computer expert but when I look at what's connected to the wifi network through the xfinity website it shows the base station without any other technical jargon that would indicate any special conditions.
I'm arranging a call back with a specialist from SimpliSafe-he contacted me but I have to find several hours to devote to this problem.
Thanks.
Bill
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0
captain11
Captain
•
5.1K Messages
1 year ago
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wjennis3
10 Messages
1 year ago
I did that a few weekends ago and burned 2 hours without the problem being fixed, which is why I posted here.
Thankfully, it seems the company monitors the forum and someone from SimpliSafe called and then emailed me.
I've emailed them back and we'll setup a call when I have a block of time.
Thanks for your help.
Bill
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0
worthing
Advocate
•
526 Messages
1 year ago
I don't have that hardware but take a look at this article:
https://www.xfinity.com/support/articles/personalize-customize-hnetwork-xfi
It's unlikely this is the cause, by the way, but it's definitely worth checking.
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gla2phxgmailcom
1 Message
1 year ago
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werwulf
8 Messages
1 year ago
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goodbyeluna
1 Message
11 months ago
I had a similar issue that was resolved today. The customer support tech directed me to turn the base station off. Unplug the power cord from the bottom of the base station, then unscrew the single screw that is exposed. Open the bottom of the base station and you will find 4 rechargeable batteries. Remove one battery. Plug the power cord back into the base (with the remaining batteries exposed. Using your SimpliSafe keypad, connect to the WiFi. You will need to enter your password on the keypad. I was able to connect to my WiFi immediately. Once the Wifi is connected, remove the power cord again and replace the remaining battery. Screw the bottom back onto the base station and plug the power cord back in. You're good to go.
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