‎SimpliSafe sets and disarms house alarm by itsel | SimpliSafe Support Home
 
ginamclayton's profile

Friday, September 2nd, 2022 2:17 PM

SimpliSafe sets and disarms house alarm by itsel

Our system has been malfunctioning for several weeks. First the keypad kept saying it couldn’t connect to base station. We reset the base station then the keypad wouldn’t remember the wireless password. We thought we sorted out the issues as the keypad seems ok now ( took out batteries on base station and keypad etc several times). And all that time it has been and still does send us txts and the base station speaks saying the alarm away is set or the alarm is turned off at random times when we have not set or disarmed the alarm. If we do set the alarm it appears that it isn’t really set because we can just walk in and out the house opening and closing doors and there is no response from the system. We did do the upgrade as requested sometime ago. 

Official Response

Community Admin

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5.2K Messages

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70 Points

1 year ago

Hi @ginamclayton ,

I strongly recommend giving our Support team a call at 800-548-9508. Just based on the symptoms you describe, I would want to replace your Base Station ASAP.

1 Message

Our system disarmed itself today by "remote app".  The support personnel reset MFA and I reset my password but they couldn't find any record of who did it or from where.  They ended the call with "It happens from time to time".  They sure didn't offer a base station replacement.  I feel so safe.

Community Admin

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2.4K Messages

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10 Points

@thalone​ This is concerning and something we want to investigate. I've sent your case to our specialist team so we can look into what happened.

6 Messages

@thalone​ Same thing happened to me today. I armed it via the keypad at 7:48, system disarmed at 8:00 while I was driving, I arrived at my destination at 8:05 and then picked up my phone. I don’t handle y phone while driving. I also was told to reset my password. 🤷🏼‍♀️ And they kept asking if anyone else in my home could have disarmed it, um…nope…I live alone. I hope resetting the password helps. 

Community Admin

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5.2K Messages

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70 Points

@amdean1031​ we are very concerned. But I should ask - the time that your system disarmed sounds like a very precise time. Could you or someone who has access to your system have had a Disarm scheduled at that time?

You can check by logging into the SimpliSafe app:

  1. Select the My System tab at the bottom
  2. Select Scheduled Arming
  3. Look for any schedules on this list

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