1 Message
Activating Monitoring Issues
I'm having an incredibly frustrating time setting up monitoring. I tried using both an Iphone and windows laptop to activate monitoring. I have set up my SS system and my base station plays the audio feedback when arming and disarming system. I am connected to my home wifi.
With that said, when I try to activate monitoring, it never completes after the screen that says it may take "15 minutes" to activate. At the end of 15 minutes, I receive a message that states we are unable to reach your system. I call SS customer support, and they made me go through all the troubleshooting steps: 1) unplugging base and removing battery from base station and re-inserting, 2) disconnecting the wireless card from the base and re-connecting, and 3) even attempting to activate on their end. The SS customer support received the same message and me and concluded I need a new base station.
I received the new base station - re-paired my keypad and all my devices and now I still have the same issue. I called customer support and asked them if they needed the serial number of my base but they said that was not necessary. No where during the setup process does the app ever prompt me to enter the serial number of the base. I'm guessing this has to be relevant to my problem but SS customer services said that it's not.
Not sure why this is so difficult but any help would be much appreciated!
Other facts that I'm not sure if it matters:
1) I'm using a Google Wifi (Mesh) system
2) Purchased SS system directly from SS online
3) On my 3rd base station. 1st base station was sent to wrong address by SS. 2nd base station was replacement for 1st base station that was never received with my system. 3rd base station was replacement for 2nd base station after SS customer service could not help me activate.
4) In the iphone App, on the top ribbon above the first screen that you see when you try to activate monitoring "Let's start protecting your home" it says your system was delivered and has the tracking link for the first base station that was sent to the wrong address. I'm not sure if that is relevant or causing any problems with my process in activating monitoring.
5) I'm logging into the app with the same email and login that I used to purchase the SS system online.
With that said, when I try to activate monitoring, it never completes after the screen that says it may take "15 minutes" to activate. At the end of 15 minutes, I receive a message that states we are unable to reach your system. I call SS customer support, and they made me go through all the troubleshooting steps: 1) unplugging base and removing battery from base station and re-inserting, 2) disconnecting the wireless card from the base and re-connecting, and 3) even attempting to activate on their end. The SS customer support received the same message and me and concluded I need a new base station.
I received the new base station - re-paired my keypad and all my devices and now I still have the same issue. I called customer support and asked them if they needed the serial number of my base but they said that was not necessary. No where during the setup process does the app ever prompt me to enter the serial number of the base. I'm guessing this has to be relevant to my problem but SS customer services said that it's not.
Not sure why this is so difficult but any help would be much appreciated!
Other facts that I'm not sure if it matters:
1) I'm using a Google Wifi (Mesh) system
2) Purchased SS system directly from SS online
3) On my 3rd base station. 1st base station was sent to wrong address by SS. 2nd base station was replacement for 1st base station that was never received with my system. 3rd base station was replacement for 2nd base station after SS customer service could not help me activate.
4) In the iphone App, on the top ribbon above the first screen that you see when you try to activate monitoring "Let's start protecting your home" it says your system was delivered and has the tracking link for the first base station that was sent to the wrong address. I'm not sure if that is relevant or causing any problems with my process in activating monitoring.
5) I'm logging into the app with the same email and login that I used to purchase the SS system online.
simplisafe_admin
Community Admin
•
506 Messages
3 years ago
From your account, it looks like you were able to get your issue resolved. If anything else comes up, you can always reach out for help on the SimpliSafe forums or to our Support Team by email at Customer-Support@SimpliSafe.com or by phone at 1-800-548-9508 from 8 AM to Midnight ET, 7 days a week.
SimpliSafe Social Team
SimpliSafe Home Security
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