Update Your Cell Module to Maintain Emergency Dispatch Services

@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.

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

@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.

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.

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.

@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.

@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!

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. 

@chknbone50​ I'm very sorry to hear that you never received your 4G module! I've gone ahead and forwarded your case to our escalated Support team. A senior specialist will reach out to you soon to help.

@thom58as​ Our sensors communicate to the Base Station by using their own radio frequency signal. If the Base Station ever detects another wireless signal that could potentially drown out its communication to the sensors, you will receive a "Wireless Interference Detected" notification alerting you.

Wi-Fi jamming is much harder, but if it was successfully jammed, our cameras would not work. That's why we recommend having layers of protection throughout your home with multiple cameras and sensors; as their wireless communications protocols and jam detection algorithm work together to make it very hard for anyone to interfere with your system undetected. 

@homesecurity7​ It can help to adjust the placement of the Base Station so it has a better time linking to the cell towers in your area. I would try moving the Base Station to an open, elevated space that is close to (but not directly in front of) a window to help strengthen its connection to your local cell towers.

And if you know where your nearest cell tower is, moving the Base Station to the side of your house that's the closest to it can also help to strengthen its cellular connection.