8 Messages
'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 contact our Support team so that we can help with troubleshooting. |
lewsterr
43 Messages
4 years ago
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.
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coltmaster1
2.8K Messages
4 years ago
Also, should call SS to troubleshoot the base station in case it is faulty and needs replaced.
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davesheahen
8 Messages
4 years ago
We will see!
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radiojoe
33 Messages
4 years ago
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radiojoe
33 Messages
4 years ago
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davesheahen
8 Messages
4 years ago
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
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.
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lance843
1K Messages
4 years ago
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davesheahen
8 Messages
4 years ago
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
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coltmaster1
2.8K Messages
4 years ago
@ 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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texanbybirth
8 Messages
4 years ago
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texanbybirth
8 Messages
4 years ago
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texanbybirth
8 Messages
4 years ago
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captain11
Captain
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6K Messages
4 years ago
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