‎Cell upgrade | SimpliSafe Support Home
longhurst3's profile

Friday, October 14th, 2022 6:59 PM

Cell upgrade

If they know I need a cell upgrade, why not just mail it to me instead of having a recording call me to tell me to call them.  This is irritating. 

Official Response

Community Admin


5.5K Messages

2 years ago

Hi @longhurst3 ,

Thanks for the feedback. I understand where you're coming from. We have been actively reaching out to customers 2G cellular modules in their systems, that will lose cellular connection as of Dec 31, 2022. The process requires input on your end, so that we can verify your address, make sure that the timing of the shipment works for you, and also take you through steps to prepare your system for the upgrade - including updating to the most recent firmware.

As we're getting very close to that end-of-year deadline, we will also start proactively sending out 4G modules to those who still haven't upgraded. And we'll continue to reach out to remaining customers who still have 2G modules, including those who have not installed their 4G replacements, to make sure that the transition goes smoothly for you.

If anyone has received communication from SimpliSafe about this module upgrade, via email, SMS text, phone call, or physical mail, and if you have not yet taken action, we urge you to reach out to our Support team via 888-734-2792. You can also reach out to our Live Chat team, by clicking or tapping the Chat With Us button on the bottom right of every screen on this site.

For more info, please visit our Help Center page here.



5.9K Messages

2 years ago

@longhurst3 having worked in the medical device indusry for years that are serialized to owner, you can't be sending out hardware and hope the right person gets it and installs it. Yeah, we require the customer to call in, record the call and send it out.

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