‎'Simplisafe system has lost its wifi connection' | SimpliSafe Support Home
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davesheahen

8 Messages

Friday, July 24th, 2020 4:11 PM

'Simplisafe system has lost its wifi connection'

I get a text message that 'Simplisafe system has lost its wifi connection..', then another text a minute later that 'Simplsafe has regained its wifi connection..', several times a day for the past 6 months.  We use All New Simplisafe.

My CS expert wife and I have checked our wireless network, our ISP, etc, etc.  I've also powered down the base station and removed battery, and restarted it, I've also reestablished the wifi to the system, etc. etc.  I've tried to contact support but they have been non-responsive.

I'm concerned that my base station may be failing.  

Anyone else have this problem and/or solved it?

Thanks

The connection between your Base Station and WiFi may be lost due to a variety of factors, including interference, and security or other settings on your WiFi router. If you have active Monitoring Service that includes it, the backup cellular connection should take over immediately as soon as WiFi is lost - keeping your system online for emergencies.

Occasional drops are not unusual, and you should see a "WiFi Restored" message soon afterwards. But if you are seeing the error frequency, please give our Support team a call at 800-548-9508 so that we can help with troubleshooting.

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Updated 

2 months ago

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9.7K

32

lewsterr

43 Messages

4 years ago

I had the same issue for about as long as you.  Mine occurred every morning at 4:42 a.m.  SS would lose the internet connection and regain it in less than a minute.  I contacted my ISP and, according to them, they did a full investigation and found no issues with my service.  SimpliSafe, when told, shrugged it off.  Eventually, the problem stopped and I am no longer receiving disconnects.  Still not sure if it was the ISP or SS.  

There is another thread on this forum that has numerous SS customers complaining about the same issue.  You aren't alone.  I haven't followed-up with it in quite some time.  You may want to search the forum to see if you can find it.  Perhaps they found a resolution or, like me, the problem eventually went away.

6

davesheahen

8 Messages

Thanks - My disconnects are very random.  SS is sending a updated 4G cellular module so that might help.

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4 years ago

0

Steelick

72 Messages

@davidsheahen​ I've heard of others encountering this over time, although I believe for different reasons. I've/we've haven't always heard back if it was resolved, or if it was resolved, what was done. However, some I believe did receive an update 4G cellular modem (and/or new Simplisafe base station in some cases), and I believe at least one of them responded it seemed to work, or work better. Although over the long-term, I never heard back from them, or heard back on a definite answer for the others. I personally am not sure how a cellular modem would assist with wifi, however, there may be something, or some kind of conflict, compatibility, update, or other circumstance/conflict, etc. that may affect this.

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2 years ago

davesheahen

8 Messages

I ended up with a base station that solved my problem.  See a couple of replies below for that update.

Hope you problem gets resolved.

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2 years ago

pvsantos999

1 Message

@davesheahen​ Thanks for sharing. Mine are not random at all. My system is connected to wifi for one hour every other hour. Check this out:
Your SimpliSafe system, "xxxxxxx Home", at 9999 Street ST has lost its WiFi connection on 7-18-22 at 6:14 pm
‪Your SimpliSafe system, "xxxxxxx Home", at 9999 Street ST has lost its WiFi connection on 7-18-22 at 8:14 pm
Your SimpliSafe system, "xxxxxxx Home", at 9999 Street ST has regained a WiFi connection on 7-18-22 at 9:14 pm
Your SimpliSafe system, "xxxxxxx Home", at 9999 Street ST has lost its WiFi connection on 7-18-22 at 10:14 pm
Your SimpliSafe system, "xxxxxxx Home", at 9999 Street ST has regained a WiFi connection on 7-18-22 at 11:14 pm
Your SimpliSafe system, "xxxxxxx Home", at 9999 Street ST has lost its WiFi connection on 7-19-22 at 12:14 am
Your SimpliSafe system, "xxxxxxx Home", at 9999 Street ST has regained a WiFi connection on 7-19-22 at 1:14 am
Your SimpliSafe system, "xxxxxxx Home", at 9999 Street ST has lost its WiFi connection on 7-19-22 at 2:14 am
Your SimpliSafe system, "xxxxxxx Home", at 9999 Street ST has regained a WiFi connection on 7-19-22 at 3:14 am
Your SimpliSafe system, "xxxxxxx Home", at 9999 Street ST has lost its WiFi connection on 7-19-22 at 4:14 am
Your SimpliSafe system, "xxxxxxx Home", at 9999 Street ST has lost its WiFi connection on 7-19-22 at 4:32 am
Your SimpliSafe system, "xxxxxxx Home", at 9999 Street ST has regained a WiFi connection on 7-19-22 at 5:14 am
Your SimpliSafe system, "xxxxxxx Home", at 9999 Street ST has lost its WiFi connection on 7-19-22 at 6:14 am
Your SimpliSafe system, "xxxxxxx Home", at 9999 Street ST has regained a WiFi connection on 7-19-22 at 7:14 am
Your SimpliSafe system, "xxxxxxx Home", at 9999 Street ST has lost its WiFi connection on 7-19-22 at 8:14 am
Your SimpliSafe system, "xxxxxxx Home", at 9999 Street ST has regained a WiFi connection on 7-19-22 at 9:14 am
Your SimpliSafe system, "xxxxxxx Home", at 9999 Street ST has lost its WiFi connection on 7-19-22 at 10:14 am
Your SimpliSafe system, "xxxxxxx Home", at 9999 Street ST has regained a WiFi connection on 7-19-22 at 11:14 am
Your SimpliSafe system, "xxxxxxx Home", at 9999 Street ST has lost its WiFi connection on 7-19-22 at 12:14 pm
Your SimpliSafe system, "xxxxxxx Home", at 9999 Street ST has regained a WiFi connection on 7-19-22 at 1:14 pm
Your SimpliSafe system, "xxxxxxx Home", at 9999 Street ST has lost its WiFi connection on 7-19-22 at 2:14 pm
Your SimpliSafe system, "xxxxxxx Home", at 9999 Street ST has regained a WiFi connection on 7-19-22 at 3:14 pm
‪Your SimpliSafe system, "xxxxxxx Home", at 9999 Street ST has lost its WiFi connection on 7-19-22 at 4:14 pm
Your SimpliSafe system, "xxxxxxx Home", at 9999 Street ST has regained a WiFi connection on 7-19-22 at 5:14 pm
‪Your SimpliSafe system, "xxxxxxx Home", at 9999 Street ST has lost its WiFi connection on 7-19-22 at 6:14 pm

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2 years ago

alexandria_c

Community Admin

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242 Messages

@pvsantos999​ If your system is losing its' WiFi connection every hour on the hour, it sounds like there may be a setting on the router that needs further configuration. Our Support Team would be able to troubleshoot this further with you to identify the root cause. You can reach out to them with the details here. 

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2 years ago

0

coltmaster1

2.8K Messages

4 years ago

Possibly a bad or incompatible base station module (SIM card in the base station), if your cellular carrier has ceased 2/3 G and moved to 4 or 5G - if that's the case, you have to call SS and request an updated SIM card (I think they did away with tmobile and now all of the modules may now be verizon modules).

Also, should call SS to troubleshoot the base station in case it is faulty and needs replaced.

4

Steelick

72 Messages

@coltmaster1​ I agree it's possible. I believe some others even mentioned this previously. This includes when an user was encountering errors, or at least alerts, in regards to wi-fi connectivity, even though the modem should be separate.

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2 years ago

0

Steelick

72 Messages

The modem should be separate from the cellular modem, that I would know of and would think, right (and from what I can recall previously)?

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2 years ago

0

davey_d

Community Admin

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5.6K Messages

@Steelick ,

Yes, the WiFi module is on the mainboard. The cell module includes only cell connectivity. That's why we normally troubleshoot the two separately.

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2 years ago

0

MSStateDawg

14 Messages

@coltmaster1​ OP posted that he's losing Wi-Fi connection. What does that have to do with the cellular carrier?

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2 years ago

0

davesheahen

8 Messages

4 years ago

I was contacted by SS service over the weekend and they are sending an updated 4G cellular module.

We will see!

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radiojoe

33 Messages

4 years ago

Mine started the day after I installed two new cameras, the first ones I have added to the system. Loses connection every night for less than a minute but I can't see how the cameras would affect the wifi. Going to unplug the cameras for a couple of days before I call SS. Have an SS3 with no problems up until now. Strange but I want to see what your outcome is too.

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radiojoe

33 Messages

4 years ago

Should have said that I just three days ago installed the cameras and until that time have had no wifi problems. I have it on a UPS because of our power fluctuations here.

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davesheahen

8 Messages

4 years ago

radiojoe - My problem started unrelated to installing a camera, but I occasionally have had to 'reinstall' a camera so I can't be 100% sure about the constellation of the two things.

I'm still waiting for my new sim to install.

I'll be sure to report the results when I do replace the sim.

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davesheahen

8 Messages

4 years ago

Problem solved!  I think.

After a long call to support, we decided to replace my base station (with the newer sim card) instead of just replacing the card.  

One week in with the new base station and NO 'Simplisafe system has lost its wifi connection..' alerts.

Hope with helps anyone else who gets this problem.

3

Steelick

72 Messages

@davidsheahen​ Great to hear! A replacement would seem to work more than a simple replacement of the SIM card, but then again you never know. I'm glad to hear it's working better, either way. Keep us posted if anything changes! As mentioned, I believe this is one of the things others have done to resolve this (as far as we know and from not hearing of any updates in those cases).

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2 years ago

0

rbutler624

1 Message

@davesheahen​ did you have to buy the new base station?

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2 years ago

0

davey_d

Community Admin

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5.6K Messages

@rbutler624 ,

We don't even sell Base Stations on their own! If you need a replacement, we would do it free of charge.

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2 years ago

0

lance843

983 Messages

4 years ago

I have been having the same problem and we have the new 4g card they sent me and it still does it. 4 times today. I even had spectrum come out and they installed a new router and all and still does it. They come back and had all kinds of computers hooked up to our internet and had us turn the alarm on and have all of our devices hooked up and all signals were clear and strong so he said everything is perfect your signal your speed so it has to be with something with the alarm because i have security cameras for outside that run wifi and they never lose signal. Simplisafe ypu guys need to check this out and figure something out because this is getting old having this happen 4 to 5 times a day.

2

texanbybirth

8 Messages

Lance, turn in your Spectrum ROUTER (keep the modem - it works fine) & buy your own router. This solved our problem w/ WiFi constantly dropping out on our Simplisafe III system. We bought a Netgear Nighthawk Dual Band Router @ Best Buy (installed on 9-8-20). Totally solved the problem. There is apparently something in the Simplisafe III system that is not compatible with the Spectrum router provided to us (*we had the Sagemcom Wave 2 router from Spectrum). If you use your own router, it will also save you $5+ per month on your Spectrum bill. Good luck to you!

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4 years ago

alanmcneil

1 Message

SimpliSafe is avoiding this issue. They should be ashamed! Their system should work with the various different Internet provider routers. They seem to shrug it off and are waiting for it to go away... as opposed to correcting the million units out there! Similarly, (poor service) I phoned because my 4.9 pound Chihuahua caused police to be at my home when I was away because of an alarm. Their ad states and shows a video or a picture of a larger dog not setting off the alarm, which they brag about. All they did was to tell me to turn the sensor upside down and reinstall it. I should have been given some free months service at the very least! I could have been fined by the police for a false alarm.

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3 years ago

davesheahen

8 Messages

4 years ago

We will see if this helps Texanbybirth.

Lane 843 - My service rep Michele (with one L) ran through a whole battery of questions with me including whether I had a mesh router.  The argument I had was whether this was an indication of a future base station failure due to a defective board, and that a base station replacement was in order to stave this off.

Hope you get this solved because ti is a Royal PITA.

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kennw10_1

5 Messages

4 years ago

Firmware Issue?  I have the same disconnect/reconnect wifi. Got the new card for 4g, one day later issue started again. Thinking back, I did not install the system firmware update until late June. Coincidentally, that's when the problem started. Related?

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coltmaster1

2.8K Messages

4 years ago

Unfortunately, many of the forum users never post back if they got a resolve or not.  Those who have, have:  1) had the entire base station replaced with new module already installed, 2)  new module only, seemed to correct the issue, or 3) problem went away "on it's own".  

@ kennw10_1, you might want to call SS again and tell them this remains an issue, and others have continued to have the same issue - apparently someone at SS needs to get after the engineers to take this seriously.  (btw, I do not recall anyone saying they felt their issues were related to a firmware update - not saying it's not possible, just that no one has stated theirs did this after a firmware update).  Lastly, make sure your new 4G card was actually activated by SS (sometimes they forget and people have problems getting connected to wifi, so at least rule that out, call them to confirm).

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kennw10_1

5 Messages

Thanks for the response. I will call them.  I only mentioned the firmware possibility because no one else did, and the problem did develop after the upgrade. Just food for thought.

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4 years ago

texanbybirth

8 Messages

4 years ago

This is Update on "WiFi connection lost' issue on our Simplisafe III system. Simplisafe sent us new Base Station (with newest module pre-installed) as well as new Keypad. After all installed and connected, system worked fine when we went to bed last nite & set in "Home Mode'. Upon waking this morning & turning system off via app, we later realized WiFi connection had been lost, yet again, so system is now operating via cellular connection only. FRUSTRATING. The router provided by our cable/internet provider (Spectrum) is a Mesh system & automatically "chooses' appropriate bandwidth/frequency (2.4 GHz vs 5 GHz). Since Simplisafe only operates @ 2.4 GHz, our cable company suggested we try swapping out the current router with a different version that is not "automatic', but that still guarantees current internet speeds. Will be swapping out router on Tues. (9-8-20) & will report back here if this solves Simplisafe III WiFi connection issues. It should also be noted our on-going WiFi connection pblms. are not related to Simplisafe cameras since we do not own any. In the meantime, we are not able to receive any Simplisafe system updates since we have no WiFi connection.

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texanbybirth

8 Messages

4 years ago

PROBLEM SOLVED!! (so far...). Yesterday (9-8-20), we decided to turn in the (newish) Sagemcom (WAVE 2) router provided to us by our cable company (Spectrum). Instead, we purchased our own dual band router (Netgear Nighthawk) from Best Buy. Once installed, we synced it up with our Simplisafe Base Station/Keypad & NO MORE RANDOM LOST WIFI CONNECTION. I hope this helps someone out there!!

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texanbybirth

8 Messages

4 years ago

Wow...sure hope you're right! I have been on the phone w/ Simplisafe for over 3 hrs. in past 2 days with this insane "WiFi lost', "WiFi Restored' nightmare on the Simplisafe 3 system installed at our vacation home (which is 4 hrs. away from where we live). Is not a camera issue because we don't own any cameras. We have been @ the vacation home for 3 days now & have done so many hard resets on the existing Base Station, I'm surprised it even works anymore. Simplisafe's solution was to ship us a new Base Station & Keypad this week (*week of 8-17-20). I will not be able to update here with results for a couple more weeks since we won't be returning back to vacation home until then. Will definitely update here with outcome after we install new components. What a pain. (*I should add our Simplisafe 3 was installed in May, 2020, & we had to replace the Keypad a month later (June, 2020), because it totally died too. As long time Simplisafe customers since 2014 - (we have systems @ 2 properties) - I must say these lingering problems are unacceptable - especially on a not-even 3 month old new system? There are complaints all over the internet about these issues. Simplisafe isn't even reading this blog anymore. Makes no sense because if they don't get it together soon, they're gonna start losing customers.

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captain11

Captain

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6K Messages

4 years ago

I definitely 2nd that. You can also look at Google Nest WIFI. Does a great job on coverage and no issues hooking up SS3 or cameras.

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