Keypad says it won’t update without Wi-Fi

I called support and we went through all of the steps in that person's run list. Then she wanted me to wait until the next day (it was nightime) and I was supposed to receive a call from support.  I asked for a ticket number and she told me she would send me an email (she did not).  This was Monday night (11-27-23).  I've been researching and troubleshooting as time allowed, all week long (I have another system) but to no avail.  All of my troubleshooting efforts point to a problem on the base station.  Sometimes the app cannot communicate with it (connects intermittenly and works fine) and the keypad always thinks it needs to be connected to WiFi even though the keypad shows it is connected to WiFi.  Because this is a requirement for connecting all devices, I'm left with a system that doesn't work as advertised or designed.  If this is the way "support" treats all customers, and I'm expected to be treated this way in the future, then I want my money back.  I paid well over one thousand dollars for this system.

@cingram829​ I am sorry to hear about your experience, and please know that we will do everything we can to get your system up and running.

As a first troubleshooting step, I would recommend rebooting your Wi-Fi router by unplugging it for 30-60 seconds and then plug it back in to see if that helps your Base Station and Keypad connect to your network.

If that does not work, I would then make sure that your network aligns with our system requirements, which are highlighted in this Help Center article. If your network does not align with these requirements, it can prevent your Base Station from connecting to Wi-Fi.

I have also sent your case details over to our escalated Support team for additional assistance. One of our Specialists will contact you soon, so keep an ear out for their call!