Frozen Base Station; Then lost all devices

It's been reported here a few times, situations similar to yours (unable to disarm, stuck in Away mode, app not disarming, and losing devices from the list) - unfortunately, most of those posting here do not post back with how they resolved it, or what tech support did or told the user how to resolve it.  It really is unfortunate and a PITA that users can't be escalated to senior supervisors - it didn't use to be that way, but sometime after the Xmas holiday, apparently, users have to fight tooth and nail to get to speak to a supervisor.

I'm only asking, but is it possible the sitter wasn't entering the correct PIN to disarm?  Or the sequence? (pushing Off, then PIN).  Is it possible something on the keypad was stuck? (this has been reported as well, and sometimes a defective keypad).

I think that any time the base station is unpowered (either intentionally, manually, etc), it reverts to cellular connection and the keypad will prompt you to re-connect to wifi via using the keypad.  I've had to do this countless times if the base was not powered, or via wifi disconnects, or reconnecting after a power outage.

In any event, I would keep trying to get to a supervisor, sometimes you have to be assertive, explain your frustration (as politely as possible) and that issues like this need to be known to supervisors and engineering.  I know this isn't what you wanted to hear, but the rest of us here are in the same boat - sometimes all it takes is a really cool rep on the phone who truly understands the issue or the frustration and will escalate it to a supervisor.

If you recently bought the system within the last 60 days, you can of course, return for a refund.  If it's past the 60-day return, you might be out of luck.  Btw, the 60 days starts from the date of the order, not when it was shipped or received.

It is quite possible the keypad or the base (or both) need replacements.  And, if you have SS3, you might want to call SS again and ask what module you have in your base station.  Some of the SS3 base stations (and the majority of SS2 base stations), may need a new 4G compatible module (SIM).  Although, I've not heard of systems freezing up due to the older modules, but they will stop responding at some point if your cellular carrier shuts down 2 or 3G.  

Beyond that, if you've already done troubleshooting with SS, I'd ask for keypad AND base station replacements - as you say, your experience does not lend to any confidence in safety.  Keep after them to resolve this.

I had the same issue during the last couple of weeks which lead me to this post.

During this issue, I also had a notice that there was a power outage online and on the app even though there wasn't. After resetting all keypads and devices three times in the same number of days, I tried one more option as a last resort. I purchased new NiMH batteries and changed out the ones in the base station. Worked like a charm. Everything has been fine since.

I'm not sure why Simplisafe requests you to contact them if you need new batteries unless it's to make sure you use NiMH replacements, but it's as simple as removing one screw and changing them out.

Here it is a year later and the same thing happened to me (on a brand new system).  Lost all devices.  A lot of devices.  Some I will have to climb on a ladder to reinstall.

Am I hearing that if the batteries in the base go bad, it will also lose everything?  Not good.  There are electronic components call "non-volatile memory"  These little wonders have been available since early computer days.  They make it so you DON'T have to lose everything when batteries fail...

@danlor.eglrock1  In the past 6 months I too appeared to have lost all my device settings. I did a hard reboot on the base and then refreshed my dashboard. At least in my instance everything was back to normal. Not a big deal. First and last time it occurred over the 3+ years I have used SS3.