1 Message
Trouble getting system up and running
We installed our system on Friday 7/16 and have not had a fully functioning system since. After hours on the phone with customer service having gone through troubleshoot after troubleshoot including moving the base station, removing and reinstalling sensors, adding adhesive to the back of sensors to create a buffer, we finally got everything working on Monday evening. By Tuesday various and seemingly random sensors were again reading offline. One customer service person we spoke with suggested that our house has walls that are interfering with the system. The walls seem fairly typical of a house built in the 1940s. We have contacted customer service again via email because we don't have another hour to wait on hold to speak with someone who does not have solutions multiple times but no response. What is going on here? Looked at BBB rating of A+ but there are over 300 complaints similar to ours. We are ready to return the system and start over with a different company.
captain11
Captain
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6K Messages
3 years ago
What did you mean "added tape as a buffer?" I have a 2400 sq foot 2 story colonial, 0ver 40 components and no issues. My daughter's house was built in 1926 and no issues. And, yes, every house in between so I doubt its your house. Base placement is the most important. Is it off the floor? Keep away from electric sources.
Finally, if you do want to return it, make sure you do it within 60 days of order placement, but I urge to you to try and resolve one more time, at least. Good luck.
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hondaman88
113 Messages
3 years ago
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davey_d
Community Admin
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5.6K Messages
3 years ago
If the sensors are all reporting errors regardless of how close they are to the Base Station, there could also be extreme wireless interference from some other device active in the home.
The most common that I ask customers to keep an eye out for are remote controlled garage door openers, wireless weather stations, or older types of baby monitors - or any other devices that communicate at lower frequency.
It could also be something you wouldn't normally think of as being a problem. One time with a customer, we figured out it was their smart plug!
- Johnny M.
SimpliSafe Home Security
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hondaman88
113 Messages
3 years ago
I'm still trying to learn how the SS3 systems work.
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davey_d
Community Admin
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5.6K Messages
3 years ago
My train of thought is that if there are sensors that are having trouble in totally different parts of the house, there must be a common factor that's able to affect them all at once. Super-dense walls or mesh material can definitely interrupt the cell signal. But wireless signals can also be spread out through your whole house all at once.
Let's not forget the position of the Base Station, as well. That's why our agents over the phone suggested moving the unit to a different spot. I've had customers try to keep their Base Station hidden (which is a good thing), but in some closet surrounded by wire shelving, on top of (or even inside!) a fridge, or surrounded by a lot of other electronics. The Base Station could certainly have some trouble receiving sensor signals in those types of situations as well.
- Johnny M.
SimpliSafe Home Security
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