1 Message
Base Station Major Issues: SimpliSafe Support Gone Downhill
Where do I begin. Been with SimpliSafe for a few years now. Family members as well. All was basically great. Some minor issues here and there, no big deal. About a month ago, base station lost its mind: WiFi dropping and having trouble reconnecting, phone app not loading and giving various base station error messages, telling me no connection to dispatch, telling me there is a power outage, etc). Called customer service and did that whole bit. Got new hardware. 1 issue gone, the rest remain. Called again, same, thing, we will send you more hardware. Clearly not a hardware issue, likely software or firmware. I am not the only one with this problem. Customer service is pretty bad now. Thinking that my house and family are being protected when in fact its 50/50... Should be a crime. Tried everything, no fix thus far. Any idea guys and gals??? If no solution I will be contacting Better Business Bureau as well as Federal Trade Commission... Security issues should be resolved much faster than SimpliSafe's rate of resolution..
larrhurd
105 Messages
2 years ago
I have my finger on the link to the better business bureau now. I have been waiting for answers and a fix to all of the problems since October when I purchased the system. It has gotten so bad that I do not trust this system anymore. The cameras are junk, I'm getting false alarms all the time, I came home from work today to find out that my system disarmed itself sometime during the day without any notifications. All SimpliSafe wants to do is to keep replacing components which doesn't fix anything. I return so many system components that I know the postmaster by her first name. If it wasn't for customer service promising me that they were going to fix these problems I would have sent the system back under the return policy. as of now if they don't fix my system, which I have over $2000 in, I'm going to report them to the BBB, and I will talk to my lawyer. I gave them all the chances in the world to fix my system and they haven't. I sure hope they get your problems fixed but I have my doubts they will.
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surftim
3 Messages
2 days ago
I too have had multiple issues with Simplisafe Base Station Failures. Today my 3rd Base Station replacement arrived. Sadly I looked at the Manufacture Date, and it too was a 9/2023 date, like the others. After over an hour on the phone setting up the new Base Station, adding all the sensors/fobs/keypads to the device. I moved the base back to the position it has been for years, and now the base will not connect to the WiFi. The support has not been good lately. I called on 5/2/25 to report the issue. After an hour on the phone unplugging the base, removing the batteries, and putting the Base back together again over & over again I was told that they would Escalate my case for resolution, and I would receive a call back. I waited Six days and called back. I was then told I would get a call back the next day. That call back never happened. Made a few more lengthy calls to support until I finally reached someone that would at least initiate the shipment of another Replacement Base Station. Well, new Base Station not connecting to Wifi. Tech supposed to call me back within the next hour. I've been happy with SimpliSafe for quite a few years, until recently. At this point I'm looking at alternatives, as I don't feel I can trust the system, and the lack of timely support.
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