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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 contact our Support team so that we can help with troubleshooting.

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Updated 

2 months ago

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11.6K

33

AshNash

1 Message

2 years ago

I've been having this same issue for MONTHS. I check for updates on the system, reboot my router, my SS base - and nothing. I finally reached out to SS tech support today to try to trouble shoot it, and the tech just repeatedly told me it's my wifi. I have no issues with any other system and I work from home. But I get a wifi lost, wifi reconnected series every few minutes. The rep wouldn't even let me talk most of the time and just kept speaking over me to repeat that she sees no other errors on my system so it's just my wifi. I'm so frustrated by the system and by the tech support experience. I don't have Spectrum internet as some of the other users spoke to previously - I have Xfinity and we've been using the same router the entire time we've had the SS system (2020) - but it's the last 6 months or so we've been experiencing the issue. Tech support didn't even attempt to trouble shoot. At this point I'm not even sure what to do next. 

(edited)

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dangerc

3 Messages

I am having the same issue for the last two days. What is the solution. 

I talked to ss n they suggested the same reboot that have been suggested for the last three years to no avail. the house is 12 hours driving away from where I live. I need to find someone to help me because unfortunately nothing can be fixed remote.  this is not the first time  i have issues and it is not easy to find someone savvy in the middle of ther mountains willing to help remotely and cross your fingers and hope. But this issue has been going on for several years and no one has a fix especially ss.

Sad state of affairs. I would not recommend this system to anyone that has a vacation home to install security, you have to be present to try to fix anything and still the fix is in a black hole.

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2 years ago

0

emily_s

Community Admin

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3.4K Messages

Hi @dangerc​, 

Yes, when it comes to system troubleshooting, it is helpful to be at the home where the system is installed. With some issues, there isn't much that can be done remotely. If the Base Station's connection to your WiFi network keeps dropping, I would recommend creating a 2.4GHz guest network that only your SimpliSafe devices are connected to.

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2 years ago

0

jbroberts01

1 Message

@AshNash​ get a new provider

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8 months ago

0

gerryfagan1959

1 Message

6 months ago

I’m getting this a lot too, sometimes multiple times a day. Always a minute or two. 

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emily_s

Community Admin

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3.4K Messages

@gerryfagan1959​ How far away is the Base Station from your Wi-Fi router? If possible, I would recommend moving the Base Station within 5-10 feet away from it to ensure there is not a range or interference issue impacting its Wi-Fi connection. 

What can also help is to create a dedicated guest network, locked at 2.4GHz, and connect only your SimpliSafe devices to it.

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6 months ago

0

Gjones0615_

2 Messages

Just found another article referencing mesh networks and the base station jumping between modules.  I went into my mesh network settings for the base station and forced it to stay at the closest module.  We’ll see if that solves the issue.  So far so good.  

(edited)

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3 months ago

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Gjones0615_

2 Messages

Ok that didn’t solve my issue.  The system went on a “spree” from 5:22pm to 6:17pm.  17 instances of losing/regaining WiFi connectivity.  

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2 months ago

0

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