3 Messages
I was sent a replacement base station (original model) with no instructions for activating. Nothing I do is working.
I have the original model. I was sent an upgrade module that did not work. After two phone calls, I was mailed a replacement base station with no instructions. I have two SIM cards (one in the upgrade module in my original base and there is one in the replacement base station. I tried both SIM cards, taking batteries out and in on the base and the keypad and cannot get it to link to dispatcher. Sure would be a lot less wasted time if they would just include instructions! Very very frustrated at this point and no alarm for weeks now. Does anyone know the steps for installing a replacement base station?
UPDATE: Reached SS tonight and got this corrected. Had to get base station serial number and sim card number set up in my account. Seems to be working now.
UPDATE: Reached SS tonight and got this corrected. Had to get base station serial number and sim card number set up in my account. Seems to be working now.
undeleted
1.2K Messages
4 years ago
https://simplisafe.com/forum/customer-support-forum/installing-and-using-simplisafe/replacement-base-station-1
The problem you're encountering is that the Master Keychain Remote is programmed specifically for one Base Station at a time. This is to prevent data corruption or other programming issues.
When you plugged in that Keychain Remote in a new Base Station, the Keychain Remote wasn't recognized. So the Base Station is trying to ask permission to wipe everything in that Keychain Remote and replace it with new settings. Unfortunately, it sounds like that newer Base Station already is configured with its own PIN, so even if your Keypad was connected to it, it wouldn't have accepted your PIN input.
However, there's a couple things we can do from our end. First, as @WS729 suggests, when we replace a Base Station for you, we typically preprogram it with all of the sensors already in your system. So we could either send you a new replacement, or remotely access a Base Station that you already have and edit settings there.
I do see that you may have already been in contact with our Support team today Hopefully they were able to take care of you! Let us know if you need anything else.
Johnny M.
SimpliSafe Home Security
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coltmaster1
Advocate
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2.8K Messages
4 years ago
If so, you have to call SS to "activate" that new module. They've been sending them out to SS2 users but forgetting to activate them on SS's side.
Don't know for sure if this is the issue, but either way, call them. Try calling early mornings when they first open (9am ET) and press #1 for sales.
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skasolgmailcom
2 Messages
4 years ago
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coltmaster1
Advocate
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2.8K Messages
4 years ago
Again, call early morning, 9 am ET, press #1 for sales, someone should answer sooner.
Also, please edit your post to remove your email address, for your privacy and to prevent spamming.
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