‎Update Your Cell Module to Maintain Emergency Dispatch Services | SimpliSafe Help Center
 
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Community Admin

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491 Messages

Tuesday, January 11th, 2022 8:46 PM

Update Your Cell Module to Maintain Emergency Dispatch Services

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​This page will be used to communicate updates regarding Cellular Module replacement efforts which are ongoing.​

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​One of the most critical pieces of tech in your SimpliSafe system is hidden away inside your Base Station: the cellular module. It’s a little circuit board that controls your Base Station’s cellular communication, and in the absence of Wi-Fi, this module is what connects your system to our monitoring center for emergency dispatch. ​

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​That is why it’s vital to keep the module up to date. If you purchased your system prior to December 2019, your Base Station may still have a module that connects only to 2G (second-generation) cellular networks. These are being phased out by cellular network providers. This means that emergency dispatch may not be available for your system if your module is not replaced! To make sure that your system is able to connect to our monitoring center, we'll need to send you a replacement 4G (4th generation) cell module for you to install inside your Base Station.​

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​Here’s a bit more information to get you started: ​

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  • ​Do I need a new module?​​ To find out if your Base Station still has a 2G module which needs to be replaced, head over to the ​​Help Center article here​​, or call our customer support at 888-734-2792.  We’re also working on proactively reaching out to impacted customers. But if you have received a “No Link to Dispatch message”, please call us right away so we can get your professional monitoring and emergency dispatch service restored.​
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  • ​What about 3G? ​​You might have heard in the news that 3G (third-generation) networks are being sunset as well. Our cell modules have never connected via 3G - we upgraded straight to 4G to make sure that your systems stay connected even in the longer term.​
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  • ​Is there a cost?​​ If your Base Station currently has a 2G module, our Support team at 888-734-2792 can arrange for a replacement 4G cellular module to be sent out, free of charge.​
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  • ​How do I replace the module?​​ We have step-by-step instructions on our Help Center, depending on your model of SimpliSafe system:​
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4 Messages

1 year ago

Help the connection on the base does not fit the new module

Community Admin

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4.3K Messages

@fvmoz hi there. You might have a very old version of the Base Station that the newer module won't work for. But don't worry! We can still get you connected. Please call 800-548-9508 and we'll take care of you.

4 Messages

great…but can I say specifically. I have already called and was sent a 2ed module that still did not fit.

1 Message

9 months ago

I need to upgrade to a 4G module.  I have 2G model now.  How can I get a new upgrade?

Community Admin

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4.3K Messages

@mralering​ looking at your account, I see that our Support team might have already taken care of you!

For anyone else stopping by, our Support team at 888-734-2792 can help.

(edited)

2 Messages

5 months ago

How long does it take to receive this module?  I ordered it weeks ago. 

2 Messages

5 months ago

I ordered the module upgrade weeks ago and haven't heard anything since. 

How long does it take to arrive? 

Community Admin

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4.3K Messages

Hi @Senglish,

 

You should actually have received confirmation of the order right away, and then tracking info usually the following day. Did you receive either of those?

I would strongly suggest reaching out to our Support team so we can make sure that you get a new order ASAP.

1 Message

4 months ago

 We were notified that emergency dispatch was not available in May when we were working to upgrade our Wi-Fi and our SimpliSafe system. All upgrades are now complete. Does my module need to be refreshed?

Community Admin

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4.3K Messages

Hi @swansonkris16,

 

From what I understand, you had an issue with connectivity way back in May, and worked with our Support team to replace and upgrade certain parts to get your system working again.

 

And you're asking if you're already set, with regard to the 4G update that we talk about in this post.

 

My question for you would be, do you remember if we replaced your Base Station, or the cell module (a circuit board that goes inside your Base Station)? If you said yes to either of those questions, then your system should already be fully upgraded.

 

But I would still suggest giving us a call at 800-548-9508. Our Support team can confirm for you right away by looking at your account.

1 Message

4 months ago

I placed an order for a upgraded cell module at the end of October for my Gen 3 system, received an order confirmation, but have not received any further word or material since. What should I do? 

Community Admin

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4.3K Messages

@therfam79​ you should have received a second notice when the item ships.

I was about to look into your account to request a new order, but I see you might have already been in touch with our Support team today! I can confirm a new order is now on the way and you should see the shipping notice soon.

1 Message

3 months ago

I asked for a new module twice in the past 6 weeks and haven't heard anything else about it.

Community Admin

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4.3K Messages

@Waltstar​ sorry to hear that. How was the request made? If you contact our Live Chat team (by clicking the "Chat with us" button on the bottom right of the Community), we can get a module sent out ASAP!

1 Message

3 months ago

I requested a module back in April and it was never received. How do I make another request? 

Community Admin

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218 Messages

Hi @taylorr423​, if you still need a new module you can reach out to our support team and they'll be able to initiate an order for a new one. You can contact them by opening a chat with the button on the bottom right corner of this page, or by calling them directly with the details here

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