I tried to communicate this today to the Customer Support Team but they were unaware of how to get my message to the engineers at SimpliSafe. TLDR: When the keypad goes offline (for any reason) there is no notification to the consumer. There is no announcement from the Base Station, no push notification from the app to alert the consumer that their keypad (and panic button) are not functioning.

I found out today, through testing with the IT support customer rep (very helpful guy) that SimpliSafe has not figured out that the Base Station does not ANNOUNCE when the keypad is OFFLINE. I got no warning that my keypad batteries were low...IT says that maybe because the batteries were defective there was no time for a low battery warning.

BUT, funny enough. When you take the new, functioning batteries out of the keypad, the Base Station is none the wiser! There's no announcement that the keypad is offline. There's no WARNING that you don't have access to the keypad before you trip the alarm and have to fumble around with the app to cancel it before the police are summoned. There should be push notifications, alerts from the app, within the app, something!

Because, picture this: you're running into the house someone is chasing you or there's an emergency, you go to use the panic button built into the keypad. Sorry. Keypad offline! Now you're dead. It's a safety issue! The consumer should be as aware of the keypad being offline as if any other entry sensor, etc, is offline. What an oversight! Such an oversight. There's no way ADT or other companies have this flaw in the system. I'm not usually so persistent with making sure a company understands that their product is flawed, but this involves my safety and all of our safety. As a stalking victim this is life and death for me, thus why I am so up in arms.

I'd like the higher ups in SimpliSafe to know that the other half of the brains of the operation (Base Station and keypad) is not communicating when it's offline. Egregious and completely unacceptable.

Keypad troubleshooting

New to the Community? Get started by reading our Welcome Article and please be sure to review our Community Guidelines before posting.

Related Conversations

Was this post helpful?