‎Problem with WiFi Connection | SimpliSafe Support Home
 
modestamend's profile

Thursday, October 6th, 2022 10:04 PM

Problem with WiFi Connection

I'm having issues with Wifi as well.  When I use the app on my phone, on the overview screen on my phone, I swipe down or "pull down" to check system status.  Then I wait.  Sometimes it processes it and gives an update on system status.  But sometimes it doesn't.  It gives me an error message saying that there is a problem with my wifi connection.  Unfortunately, I can't check my wifi connection at that exact time because I'm at work.  But it frustrates me that I can't get system status when I want it.  Also, I noticed when I first setup my system, the timeline on my app gave all sorts of updates, like, Automatic Test Signal Received or the system was disconnected and reconnected back to wifi.  Now, with this issue, I don't get those messages regularly anymore.  When I go to check the wifi connection at home, I've had to re-enter the Password to my router/modem to get reconnected again, then the app is operating normally again.  But for some reason, I believe the wifi connection is getting disconnected and I'm unable to get system status update from my app.  Is anyone experiencing this issue?

This post was created from this comment on different post

Community Admin

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5.3K Messages

2 years ago

Hi @modestamend ,

Apologies for the issues you've been having. Do you have Monitoring Service (either Standard or Interactive) subscribed? If so, then the Base Station should be able to communicate through the backup cell connection, as well as your WiFi. That would explain the Automatic Test and other signals going through.

But if so, then the SimpliSafe app should still be able to sync with your Base Station without difficulty, even if WiFi was disconnected.

Have you already been working with our Support team at 800-548-9508? There's a few things our agents can check for you to make sure that your system is connected properly.

3 Messages

@davey_d​ I'm still having issues.  The wifi on SimpliSafe is getting disconnected and I'm having to enter the PW to get it connected again.  I'm not getting regular updates anymore through the SimpliSafe app.  After entering in the PW to wifi, it would work for awhile, then it would get disconnected again.  I do have Monitoring service (standard).  Is there anyone else experiencing this problem where the wifi becomes disconnected?  I really like the SimpliSafe app, but if it doesn't work, then how can we fix it?

Community Admin

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5.3K Messages

@modestamend​ the Base Station may be disconnected from WiFi from time to time, especially if the WiFi signal isn't very strong where it is located. But it should be able to reconnect on its own, and should not be spontaneously forgetting the login info.

I strongly suggest giving our Support team a call at 800-548-9508 to check on your system from our side. It might even be a good idea to replace the Base Station entirely.

1 Message

1 year ago

I’ve been having the same issue too. Although I don’t have any subscription. The times that I want to put the alarm in Away then when I want to open my garage and come home, I can’t, because it’s not able to connect in the app. I have to run inside quickly and disarm the alarm then run back out and move my car off the road.

I then go into the wifi on the keypad and connect to the wifi, enter the password, then the app will work again. Pretty annoying. And if you’re running into the same issue WITH a subscription, I’m even contemplating getting rid of SimpliSafe altogether and getting another system that doesn’t disconnect all the time.

3 Messages

@ggfel10​ My system appears to be working now.  What I did is cycled power on the base station by pulling the power plug.  I also cycled power on my modem/router by pulling the power plug.  Do one or both of those, enter your wifi password, and hopefully it will work for you.

Community Admin

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5.3K Messages

@ggfel10 your system's ability to connect and maintain a connection with the WiFi isn't related to the subscription at all. So regardless of whether you're subscribed or not, this issue should not be happening.

I agree, you should try the reset as @modestamend suggests. But if that doesn't work, please contact our Support team and we can try a Base Station replacement.

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