‎Wifi keeps losing connection | SimpliSafe Support Home
 
cookfamilyjoy's profile

Sunday, August 13th, 2023 11:18 PM

Wifi keeps losing connection

Wifi keeps losing connection.  This happens about two times a day if not more. I've already called to troubleshoot this and had to be on the phone for 45 minutes until the only thing they did was replace the base. Now with the new base it's still doing the same exact thing so much that I've contemplated switching carriers. I have no trust or faith in this system.  I deserve a credit of some sort due to this service not working properly. 

Community Admin

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3.1K Messages

1 year ago

Hi @cookfamilyjoy, 

I would try creating a Guest WiFi network running a 2.4GHz band and only connecting your SimpliSafe devices to it. I've also opened up a ticket on your behalf with our escalated Support team - a specialist will be in touch soon to troubleshoot this with you live.

1 Message

I have the exact same issue.   Except some days it loses connection 4 to 5 times

Community Admin

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3.1K Messages

@ralphf69735​ How far away is the Base Station from your Wi-Fi router? Moving it 5-10 feet away from the router can help it maintain a connection, but we recommend to not move it any closer than 5 feet away from the router, as that could actually cause connectivity issues. 

Setting up a guest network locked at 2.4GHz and connecting only your SimpliSafe devices to it can also help improve the Base Station's connectivity. 

1 Message

Why would close proximity affect the connection quality? How would a dedicated 2.4 ghz guest network help?

My base station and camera lose wifi connectivity every 1 to 2 days and they cannot stay reconnect ed until the router is rebooted. Until then the base station rejoins and is deauthenticated and kicked off every 12 seconds.

No other devices on my 2.4 ghz band are affected. Only the Simplisafe base station and camera. 

I'm trying various router settings in the hope of finding a solution. Turning off 802.11ax / WiFi 6 did not help.

Community Admin

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5.6K Messages

@dwhitejazz​ we recommend creating a secondary or guest WiFi connection locked to 2.4GHz and WPA2 to bypass potential compatibility issues with certain settings - while also not affecting your other existing devices.

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