‎Loss of Internet Questions | SimpliSafe Support Home
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mdolfan

197 Messages

Tuesday, May 11th, 2021 8:04 PM

Loss of Internet Questions

Spectrum decided to go down for our entire area some time in the middle of the night and just now restored services.  When I looked at the keypad this morning I think it said "no link to base station."  I don't remember exactly what it said and now that service is restored it is no longer there.  Does anyone know what the message would have been?  Also, aside from the cameras, how does loss of internet limit Simplisafe?  Thanks.

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3 years ago

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davey_d

Community Admin

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5.6K Messages

3 years ago

Hi mdolfan,

You would have seen the message "No Link to Dispatch". That means that the Base Station has lost the link with the Monitoring Service, through both your home's WiFi and its own built-in cellular backup.

We strongly suggest giving our Support team a call at 800-548-9508 so we can troubleshoot that cell connection! If that was working properly, it would have taken over immediately and kept your system running. If you have Smart Alerts active, you'll even get notifications when your WiFi is down, as well as when it's restored!

- Johnny M.
SimpliSafe Home Security

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mdolfan

197 Messages

Thanks.  On the phone right now.   According to the first person I talked to, cell connection was never lost.  That's good, but it doesn't explain the message on my keypad.  She also stated that she could see on my timeline that my cameras were detecting motion during the time I didn't have internet.  That doesn't make sense because there is no question that my internet was down.  Spectrum was down for the entire area.  

I've been on the phone for 1 hour 30 minutes (most of it on hold) and was just disconnected while typing this.  That's not so good.  

I'll call back tomorrow when it's not so busy.

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3 years ago

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davey_d

Community Admin

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5.6K Messages

3 years ago

Hm. So the cameras don't connect through the Base Station at all - only directly to the website through your WiFi. So it's possible that your WiFi went in and out during the course of the downtime, and your cameras were able to get signals through.

The "No Link to Dispatch" message on the Keypad applies only to the Base Station's connection. The cell connection could also fluctuate, particularly if reception isn't the best where the Base Station is located.

We're going ahead and creating a ticket for you with a Specialist to get this sorted!

- Johnny M.
SimpliSafe Home Security

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