Lose wifi connection

@davey_d​  The only things that loses connection on my network is SimpliSafe.  I am using a Google Nest MESH router with 3 connection points.  My wifi signal in my house is EXCELLENT.    All of my other connections are never disconnected.      

@davidgmillman​ ah, then I might be on the right track. It's less about reception, and more likely something to so with how your WiFi network is set up.

One thing that has worked for other users is to try setting up a Guest network with 2.4GHz enabled only, and connect only your SimpliSafe Base Station to it. If that works (i.e. you no longer see these regular disconnects), I would actually suggest moving over all your cameras as well, if you have any.

@davidgmillman​ I’m having the same problems.  Wi-Fi works perfectly in house and with SimpliSafe cameras, but system keeps falling off base station.  I’ve replaced the base station, switched to guest Wi-Fi, switched to hotspot.  Same issues remain.  

I feel like this is a hardware or firmware issue that SimpliSafe is ignoring, as I’ve had SimpliSafe for years and never had this issue. 

@BNSimpli​ when was the last time you had updated your Base Station's firmware? Earlier versions did have compatibility issues, so that might be what's going on here. You can learn more about how to update from this page.

@davey_d​ I also have Google Mesh .  I have added a dedicated router set at 2.4 GHz with only one other device connected to that router, a BirdBuddy, that never loses connection.  I am really tired of getting 4-6 alerts during day that SimpliSafe has lost its WiFi connection.  AT this point I am ready to discard the device.

Dennis Ray

@gjbrown74​ 

I just checked my Wi-Fi settings for SimpliSafe and am running at 2.4 GHz.  All other Wi-Fi is working fine including IoT devices.  

@gjbrown74​ since it's the Base Station that actually connects to WiFi, that's probably what they're saying.

But it might also help to update your Base Station's firmware. Version 2.10 is rolling out now.

@cbw4850​ I would try resetting the Base Station to see if that stops these disconnects from happening. To reset the Base Station, take the following steps:

1. Unplug the power cord from the Base Station, and use a Phillips Head screwdriver to remove the screw below the plug
2. Remove the bottom cover and remove one battery from the Base Station
3. Wait 30 seconds
4. Reassemble the Base Station by inserting the battery, cover, and the power cord
5. When powered up after the reset, the Base Station will say "Welcome to SimpliSafe"

If that doesn't help, I would set up a Guest network with 2.4GHz enabled only, and just connect any SimpliSafe devices to it.

@creighmey2​ It looks like your Base Station is ready to be updated with our most recent firmware. I would recommend installing this update to see if that solves this WiFi connection issue.

@chris_613​ I wouldn't rule out potential issues with the environment or the WiFi router just yet. 

But do you know what firmware version your Base Station is on now? If you haven't updated in a while, newer firmware with stability and compatibility improvements can help.

@eneudorff09 ​ I would recommend setting up a 2.4GHz guest Wi-Fi network and connect only your SimpliSafe devices to it. This has helped users experiencing this issue in the past.

It could also help to reset your Base Station if you haven't already. You can perform a reset by taking the steps below:

1. Unplug the power cord from the Base Station, and use a Phillips Head screwdriver to remove the screw below the plug
2. Remove the bottom cover and remove one battery from the Base Station
3. Wait 30 seconds
4. Reassemble the Base Station by inserting the battery, cover, and the power cord
5. When powered up after the reset, the Base Station will say "Welcome to SimpliSafe"

@squill1​ Do you know if the Base Station is running its most up-to-date firmware? The latest firmware includes some stability improvements, so updating the Base Station can help it maintain its Wi-Fi connection. 

The T-Mobile Frankin T10 Hotspot looks like it shuts off its Wi-Fi connections after about 3 days.  It looks like it loses its ports one at a time 5/10, then 4/10, then 3/10, 2/10, 1/10, then 0/10.  After that, you can never connect to the Wi-Fi again until a full power down reset... then all devices magically pop back up.  The last time I even tried to connect to the Wi-Fi with my laptop and then my Android phone.  They do not see the network, like it's shut it's WiFi off, but it still has 4 bars of 4 LTE network connectivity.  So, it does not appear to be a SS issue, but a T-Mobile Frankin issue.  They even sent me a new Franklin, but the same issue.  They have not been able to help me. :(

@squill1​ Since you experienced this with your laptop and phone as well, I agree, this sounds like it is due to the hotspot itself. It can help to make sure that the hotspot's timeout, power savings, and/or hibernate features are off; but unfortunately my knowledge on T-Mobile's hotspots end there. I would recommend contacting their Support team to see why your hotspot keeps shutting off its Wi-Fi connections every 3 or so days.

T-Mobile sent me a new Franklin T10.  I transferred service to it and it came right up.  All good, then 3 days later again, poof, the new one shuts off the Wi-Fi from SS.  And as a test, I can't log in from laptop or cellphone again.  I do not even see the Franklin broadcast name anymore, like it just shuts off Wi-Fi.  Every time, a re-boot fixed all, but it's 100 miles away and i can't keep driving up there to reset.  The 4LTE signal always look good.  Since the T-Mobile techs cannot seem to help me, even after 6 calls.  I was looking for a Franklin T10 website, but only find service re-sellers.  It's works great, then 3 days later, bye. 

Thank you... I'll call them back, ask about the hotspot's timeout, power savings, and/or hibernate features. I had the log files i pulled from the device last time.  I would think there would be clue or the answer, as you see the ports turning off, but they say they do not have a team that I can send the file to.

@gjbrown74​ Where is the Base Station currently located? It can help to move it about 5-10 feet away from the Wi-Fi router to help improve its connection to the network. It can also help to do a slightly abridged version of a Base Station reset by taking these steps:

1. Unplug the power cord from the Base Station, and use a Phillips Head screwdriver to remove the screw below the plug
2. Remove the bottom cover and then remove all four batteries from the Base Station
3. Wait 3 minutes
4. Reassemble the Base Station by inserting the battery, cover, and the power cord
5. When powered up after the reset, the Base Station will say "Welcome to SimpliSafe"

My router is within 15 ft. I have done the reset of the base station exactly as instructed.  

Is this the cause of why my key fob doesn't work? 

@gjbrown74​ The issue with the Key Fob may be unrelated. If your Base Station is connected to its cellular backup you should still be able to arm and disarm your system using the Key Fob. What you're experiencing with your Key Fob could be either a range or a battery issue. I would recommend following the steps in this Help Center article to see if this problem is due to range, or if the Key Fob needs to be replaced. 

@bobsundahl​ Our sensors communicate to the Base Station by using their own radio frequency (RF) signal. If the Base Station ever detects another wireless signal that could potentially drown out its communication to the sensors, you will receive a "Wireless Interference Detected" notification alerting you. 

Wi-Fi jamming is much harder than RF jamming, but if it was done, our cameras would not work. That's why we recommend having layers of protection throughout your home with multiple cameras and sensors; as their wireless communication protocols and jam detection algorithm work together to make it very hard for anyone to interfere with your system undetected.