WiFi disconnecting regularly

Hi @dmomeyer,

I split off your thread since you had commented on a post from 2020, so it's probably unrelated to your current issue.

What version did you update to? Would it be 2.9?

The good news is that the very fact that you're getting those "WiFi Disconnected" alerts means that the cell connection is taking over, and your system is still able to send signals.

@dmomeyer​ Sorry to hear about the Wi-Fi issues with your system. Are you receiving any errors when the Wi-Fi disconnects? As a quick step, it might be best to reset your router by unplugging it from power for 30-60 seconds, then plugging it back in. 

Let me know how that goes, and the details after that and I'd be happy to assist you further.

I’ve had two hours long calls w customer techs. Replaced bell camera, added extender, new modem, internet provider replaced all wires in and out. Reset base. Reset doorbell camera numerous times. Modem is 4 ft from base. No resolve

They told me an engineer would call me. Now through text there telling me I have to connect to hotspot 

I've had the same issue for the past year and SS can't fix it.  I've told several people not to buy this product now.  % years ago when I bought it I loved it and recommended it to everyone, not anymore.

@gpayne_2​ really sorry to hear that you've had the same problem for so long. This particular issue could have several different causes, so it's a harder one to figure out. Have you tried any of the troubleshooting steps we suggest in this thread? e.g. rebooting your WiFi router, or setting up a secondary/guest WiFi network locked to 2.4GHz and WPA2 security - just in case there's an issue with compatibility.

I can also put you in touch with a specialist so we can go deeper to finally get the problem resolved.

@dmomeyer​ we understand. Rebooting your router might still be a good troubleshooting step, in case it's an issue with how the router is allowing your SimpliSafe Base Station to connect.

Rebooting the Base Station itself might help as well. Here's how:

1. Remove the plug from the Base Station, to expose the battery panel screw.
2. Using a Philips head screwdriver, remove that screw.
3. Turn the whole bottom of the Base counter-clockwise, then pull away to reveal the batteries.
4. Take out just one battery, which will fully power down the system.
5. Without reinserting the battery, reinsert the USB power plug. Allow the Base Station to boot.
6. Remove the power plug again, reinsert the battery, and put the whole Base Station back together.
7. Allow the Base Station to reboot again.

Hopefully that helps. But if not, we'll report your issue to our dev team and if we identify a bug, they might have a fix in the next Base Station firmware update.

It’s ten months later and I have this issue

@kalbergo​ If you haven't already, I would also try rebooting your Wi-Fi router by unplugging it for at least 30 seconds and then plugging it back in. If that doesn't help, please let me know.

I have the same thing going on. It used to be that it would drop the WiFi connection but then reconnect later. Now it just drops and does not even notify me.

@purplefish10​ Is your Base Station currently running the latest firmware? Recent updates include fixes to help the Base Station's Wi-Fi connection, so if there are is a pending update I would recommend downloading it.

If the Base Station's firmware is up to date, it can then help to place the Base Station within 5-10 feet of the router. If moving the Base Station doesn't help, the next step would be to connect the Base Station to a Wi-Fi extender - if you contact our Support team they will be able to send you one. 

@dmomeyer​ when was the last time that you updated your Base Station's firmware? Update 2.10 is rolling out now.

@dmomeyer​ reboot the router as well it has help me and spectrum who we have recommends this at least once a month 

.@dmomeyer  did you ever get a satisfactory answer to this question?  I've just ran across this thread and have been having a similar issue.  Every day at 7:34am EST wifi disconnects and reconnects between 5-10 minutes later.  I've isolated the issue to Simplisafe (not router/internet problem).  Simplisafe support has not been helpful.

Hi @jd423​, 

Have you tried rebooting your Base Station? To do so, follow these steps:

1. Remove the plug from the Base Station, to expose the battery panel screw.
2. Using a Philips head screwdriver, remove that screw.
3. Turn the whole bottom of the Base counter-clockwise, then pull away to reveal the batteries.
4. Take out just one battery, which will fully power down the system.
5. Without reinserting the battery, reinsert the USB power plug. Allow the Base Station to boot.
6. Remove the power plug again, reinsert the battery, and put the whole Base Station back together.
7. Allow the Base Station to reboot again.

Let me know if that helps or not.

yes-- I've tried every step you have previously posted, as well as the trouble shooting your "help desk" has given me. 

@jd423, got it! I've forwarded your case to our Support team; a Specialist will reach out to you to troubleshoot this live.

Hi @robin_43bf26​,

If your 2.4GHz and 5GHz networks have the same name, that could be the problem. I recommend renaming one of the networks to see if that helps.

@gary_940df2​ thanks for chiming in.

If we can discount range being an issue, frequent disconnects could still point to extreme interference. However, you also mention Keypad lights cycling, which isn't something that is known to happen due to a WiFi issue. I agree that there might be something more serious going on with your system.

Have you already been working with our Support team? We may need to replace your Base Station entirely.

I haven't talked with support yet. Seems like I should. I note that link doesn't work - what is the best phone # or email to contact them?

@gary_940df2​ Apologies! Here is the link that has our Support team's phone number, and an option to contact them through live chat.

@gary_940df2​ New customer just hours into to installing/testing SimpliSafe. I encountered the WiFi instability immediately. After reading this thread carefully, I concur with you about the questionable reliability. As for my environment (if SimpliSafe personnel are reading this thread) I am an electronic systems engineer also running a software development operation in my home-office so I don't buy the "reboot your stuff and that will help" nonsense. I'll be testing the cellular-only connection within the next two days to ensure that comm link interruptions are reported, at least. As for WiFi dropping out unpredictability, it is evident that the base system's firmware is flaky. WiFi really only helps for updating the f/w or s/w on the base station anyway. Still, this WiFi problem along with several others I have encountered and worked around has me thinking about packing this up and sending it back.

@customerhughessimplisafe​ rebooting the hardware of course is useful in immediately forcing a reconnect, but it should be doing that on its own already.

But we'd be interested to hear more about your experience with troubleshooting, and anything that can help point to potential issues. We can pass it on to our engineering team to investigate.

@jpp4803299137​ Like many users of the SS system I also have drop-out and have had to do some extreme fixes by removing and reinstalling the camera. SS equipment has its limitations compared to higher end system. 

We/you get what you pay for is the best way to explain it. This is not to imply SS equipment is subpar nor to down grade their equipment or service.

Use it with knowing it is not a 100% uptime system. This also applies to the security of indoor cameras.

Use them with the knowledge NO INDOOR CAMERA is 100% secure for privacy.

That also goes for your Smart Phones to ease-drop on your conversation. Personal experience!

My iPhone will tell me to turn down my volume on my phone when I have exceeded the parameters of how many dbs I am supposed to be subjected to for 'X' amount of hours! Go figure.......and there is nothing I'm aware I can do in regards to the setting to circumvent this save for putting my phone in my center console or glove-box.

Government regulations require this for our own safety!

@jpp4803299137​ It may help to create a Guest Wi-Fi Network running a 2.4GHz band and connect only your SimpliSafe devices to if. If that does not help and your Base Station continues to drop its Wi-Fi connection, our Support team will be able to help with some live troubleshooting. 

@TedBrosby​ If your Base Station frequently disconnects from its Wi-Fi connection, it may help to troubleshoot for interference. I would first make sure that the Base Station is at least 3 feet off the ground and is placed on a wood or glass surface. I would also check to make sure that the Base Station is not right next to any devices like a Wi-Fi router, television, or large appliance as they can drown out the Base Station's signal. 

If there is no interference around the Base Station, I would recommend setting up a 2.4GHz Guest Wi-Fi network and only connect your SimpliSafe devices to it.

I tried all of these suggestions after my base station, and the camera continued to lose the wifi connection. I called tech support, and although I told them I had tried all the possible solutions and only wanted to replace my base station, they insisted I do all the steps again. Then, the person disconnected the call. The SimpliSafe used to be top-notch, but now it's no longer reliable. 

@franceswilliamsbusiness​ so sorry to hear about your experience. We do want to make sure that we've been through all the standard troubleshooting, in case there's something that we've missed. We wouldn't want to send you a replacement unit only to have the issue pop up again. Especially when it comes to WiFi, where the environment or how your network or router are set up can have a big impact.

Of course, our Support team should be staying on the line with you for as long as you need to get the issue resolved. It sounds like call might have been dropped accidentally. Have you been in touch with Support since then? We can request a call to make sure that we get this resolved for you once and for all!

@jimonqa​ If you haven't tried this already, I would set up a guest Wi-Fi network that broadcasts at 2.4GHz and connect only your SimpliSafe devices to it. This should help prevent your Base Station from disconnecting.

@emily_s​ Wouldn't my iPhone need to be on the same Wi-Fi network when using the Simplisafe app?

@jimonqa​ You can still access your system in the SimpliSafe mobile app if your phone is on a different Wi-Fi network.

@JulieH​ It is a bug; the firmware is flaky. Please see my reply to gary_940df2 above.

@customerhughessimplisafe​ @JulieH please see my update to my original post which contains the solution.

@JulieH​ Oh wow I had the same problem and didn't get much help from SimpliSafe support.  This is a really really really bad look for a system where lives are at stake.  I had many many problems with my indoor security camera losing connection to Wifi, and then my base station needing to be restarted, losing connection etc.

Definitely didn't feel safe going on vacation, but hopefully now the system is upgraded and they have improved their engineering procedures