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davidgmillman's profile

Saturday, May 7th, 2022 11:50 PM

Lose wifi connection

Has anyone had(have) the problem of your wifi connection being lost, almost every day, at the same time, for about a minute or so.   Very annoying ?

Community Admin

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5.3K Messages

2 years ago

Hi @davidgmillman ,

I have seen this happen before, and we haven't yet been able to pin down what's causing it. But I suspect that, unless there is somehow severe interference that's enough to overcome WiFi (at which point all of the devices on that same network should have trouble!), it's possibly something to do with your WiFi router's settings.

What kind of router/network do you have? And what settings are enabled? The more info you can give, the more I can pass on to our dev team to help figure this out.

3 Messages

@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.      

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5.3K Messages

@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.

2 Messages

@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. 

(edited)

Community Admin

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5.3K Messages

@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.

3 Messages

@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

6 Messages

1 year ago

Since the last keypad (system) update, I receive many throughout the day and night notifications of Wi-Fi being Lost and then Restored.

Within the last 2 hours, I have received 5 notifications.  I don't want to turn Notifications off for obvious reasons but the barrage of false/positives is quite annoying.  

6 Messages

@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.  

(edited)

3 Messages

1 year ago

I had the same problem.   I called them.  Had to reset, take out batteries, put back in...reset protocol.  Call them.

6 Messages

1 year ago

Are you saying to Reset the Base Station or the keypad?

Community Admin

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5.3K Messages

@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.

10 Messages

1 year ago

I was having this same issue. I just posted how I solved the issue. For me, it was likely either due to a problem with too many splits in my coax cable causing internet stability issues, and/or an issue with Nest. I removed all cable splits and also upgraded my mesh to Asus and the daily disconnects are gone.

1 Message

11 months ago

My wifi system is excellent and multibanded.  It just started about three weeks ago and it is doing it now.  I wonder if it can be the batteries winding down?

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2.7K Messages

@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.

1 Message

9 months ago

I've had SimpliSafe for a couple years, but first had this same problem about 3 months ago. One day, my base station starting losing then regaining its wifi connection repeatedly -- like, every 1-2 minutes. After researching online, I unplugged the base station, removed the battery, etc. to reboot it.  Seemed to fix the problem. However.... A few weeks later, the problem reoccurred. I again rebooted the base station and this time, replaced the battery. Again, it seemed to fix the problem. However.... Today it started again. Between 1:12 p.m. and 4:06 p.m., it disconnected and reconnected to wifi a total of seventeen times! I was watching livestream TV for the first couple of hours and never had any wifi problems on the TV... For the last hour of that time, I was using my laptop online and also never had any problems. So it appears to be a problem only for the SimpliSafe base station. Very annoying, as another commenter said, to have constant notifications to my IPhone. And it's now 5:06 p.m. and for the last hour, the base station has had no problems.  I think this is a connectivity problem SimpliSafe needs to address...

Community Admin

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2.7K Messages

@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.

2 Messages

7 months ago

yea … started last week. nothing changed at all in the house or with any equipment. it’s the base station. 

Community Admin

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5.3K Messages

@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.

(edited)

1 Message

6 months ago

Yes, it happens to us daily, sometimes a few times a day. I can't figure it out!

Community Admin

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2.7K Messages

@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"

(edited)

6 Messages

4 months ago

I have a SimpliSafe system with cameras, 100 miles away.  I've been using a T-Mobile Hotspot (Franklin T10) for the Wi-Fi for 6 months now, and it works great (good signal to all cameras/system), but now every 2 to 14 days it loses Wi-Fi.  T-Mobile says it's up, but SS is not re-connecting automatically.  Sometimes I can head up there and unplug the hotspot (has battery backup) and SS automatically comes back up on its own, but sometimes it does not, and I need to physically power the hotspot off and back on, the SS again comes back up on its own.  It is in a rural area, with decent signal for the Wi-Fi hotspot.  I keep it because nobody else seems to be able to cover that area.  Any ideas? 

(edited)

Community Admin

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2.7K Messages

@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. 

6 Messages

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. :(

Community Admin

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2.7K Messages

@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.

6 Messages

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. 

6 Messages

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.

6 Messages

4 months ago

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. :(

6 Messages

4 months ago

I'm still experiencing WiFi Lost issue.  When I receive notice, I check my WiFi and shows I'm connected and my speed is at 500+Mbs.

I have done the reset of the Base Station (unplugging and pulling batteries)  This doesn't seem to solve it. 

My Key Fob has stopped working and SimpliSafe says I'm not connected to WiFi.  I have gone through connecting (via Keypad) several times to ensure and it doesn't say I'm not connected.  Still, key fob doesn't work. 

Community Admin

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2.7K Messages

@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"

6 Messages

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? 

Community Admin

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2.7K Messages

@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. 

5 Messages

2 months ago

We have been warned that travel burglars are using wifi jammers. How will this affect the capability of my SimplySafe System?

Community Admin

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2.7K Messages

@bobsundahlOur 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. 

5 Messages

1 month ago

Every complaint here has the same response from support to restart and make sure your network is 2.4GHz even though people say they continue to have issues. Even telling people to put their device FURTHER AWAY from their router. All of it is just beating around the bush. It's clearly a firmware update issue that happened recently but they refuse to look into it further or accept responsibility for some reason.

I am in this exact same boat. I have dozens of IoT setups and NONE of them have issues except SimpliSafe. For two years on this exact same system I had no issues. Now I can't even get it to stay connected to Wifi. 

SimpliSafe support has not helped me at all past "Restart your base station by unscrewing..." and then "create a guest network which only allows 2.4GHz" which i have done. The station finds multiple of the same SSIDs (i'm guessing one for each mesh point...). It will work for a few minutes and then end up disconnecting again.

I think it is time for me to move on to a new security system and steer people with mesh systems away from SimpliSafe. Very frustrating.

6 Messages

30 days ago

My issue with my key fob has been resolved.  SimpliSafe replaced it.  Battery was dead.

I have no issues with a WiFi mesh (Google Mesh). One SSID @ 2.4Ghz. 4 access point - 1 at the router and 3 located throughout. My average speed is 147Mbps and as high as 700

The last firmware update w/ SimpliSafe resolved the connectivity loss.  At this time, I am good to go with SimpliSafe

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