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Boring_Joe's profile

Sunday, July 30th, 2023 3:29 AM

Not receiving texts suddenly

Today, I entered test mode to test a panic button. I received the usual test phone call from Monitoring and push notification that test signal was received. I did not, however, receive an SMS text on 2 of 3 numbers I have registered to receive them. Only one of the three phone numbers received the SMS text message for the test signal. 

All three phone numbers have been registered for a long time, are not newly registered, and have been with the same wireless provider for at least 6 months. All three numbers used to receive texts just fine. However, I did notice that more recently my number would receive a text when an alarm was triggered but no text when the alarm was cancelled. 

I have reset the base station leaving it unpowered for five minutes. This did not resolve the issue. It also didn’t resolve the issue with the truncated voice prompts. 

Before I remove and add back the two numbers that are not receiving texts in the app, I would like to give a SimpliSafe admin or engineer the opportunity to check my existing account as-is to troubleshoot the issue. Not receiving alarm texts is pretty freaking serious when it comes to home security. 

Thank you.

Community Admin

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3K Messages

11 months ago

Hi @Boring_Joe, 

Looking at your account, I see this test signal in the timeline, so we know that your Base Station is still communicating properly. Sometimes, phone numbers need to be reverified to continue receiving text notifications. You can check to see if any of your phone numbers need to be reverified in the SimpliSafe mobile app by navigating to the three bar icon on the top left side > Alerts & Notifications > and see if there is a red "verify" notification.

If there is not a notification prompting you to verify any of your phone numbers, this Help Center article has additional troubleshooting steps you can take to retrieve your text notifications.

82 Messages

@emily_s​  Thanks for checking my account. I checked the app alerts and notifications and each of the three phone numbers registered to receive SMS texts and did not see anything related to verification. All looks normal. 

I read the article you linked to and don’t see any information there that would be useful in fixing the issue. One of the numbers is on the Verizon network and one is on T-mobile. Both did not receive the test signal text. The third number is on AT&T and did receive the test signal text. All three numbers used to receive texts just fine. 

Please let me know if you or an Engineer would like to do any more troubleshooting on your end before I try removing and re-registering the numbers. It’s really disconcerting that such an important aspect of the system would suddenly stop working. 

Community Admin

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3K Messages

@Boring_Joe​ Yes, I would remove and re-add the phone numbers that are not receiving text alerts as a next step, and then try putting your system into Test Mode to see if you are notified. If not, some live troubleshooting may be helpful to retrieve these notifications as quickly as possible - our Support team can help with that.

82 Messages

11 months ago

Removing and adding back the two phone numbers not receiving the SMS alarm texts seems to have fixed the issue. I still don’t understand why these numbers stopped receiving alarm texts from SimpliSafe. They used to receive them just fine and we’ve not switched cellular providers or made any changes to our plans. Perhaps it’s something the engineers can look into. 

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