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ssrochon100

2 Messages

Thursday, May 26th, 2022 4:01 PM

SimpliSafe Monitoring delayed

We recently had two inadvertent trips of our alarm system.  In both instances, it took quite awhile before SS staff called to confirm that we were okay (3-4 minutes approximately).  If that had been a true break in, that time lag would have been unacceptable.  Is a quicker response tied to the more expensive premium monitoring?  

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2 years ago

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davey_d

Community Admin

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5.7K Messages

2 years ago

@ssrochon100 absolutely not! You get the same Monitoring Service regardless of which of the two tiers of Monitoring Plan you subscribe to. The only difference is in the added extras - like video recordings, and Smart Home integrations.

But we should really investigate what happened with those alarm events. If you haven't already, please give our Support team a call at 800-548-9508 and we can review your Event Log.

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ssrochon100

2 Messages

@davey_d​ Interestingly enough, I just attempted to contact SS to discuss this issue and find out what could be done differently.  The agent (David) repeated what SS had done to reach us, which took nearly 5 minutes.  In the meantime, there was no call to a dispatch venter, and no audible alarm from the base station.  After I pointed out to him that he's offering no solutions and only repeating what SS did, he simply hung up, as he was not equipped with further information.

Five minutes of SS trying and retrying to reach us, no audible alarm, added to 4-6 minutes of time for a first responder to arrive leaves 11 minutes with no intervention of any sort.  I'm missing the point of having this alarm system.  Top that with the fact that, with no arguing and no inappropriate language, the SS agent just hung up, I'm struggling to conclude why I have this security system.

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2 years ago

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davey_d

Community Admin

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5.7K Messages

Thanks for reporting your experience, @ssrochon100 . Personally I'm not satisfied with how that interaction ended. So I've requested a call from a senior specialist, and they'll take care of you.

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2 years ago

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