New 4G Cellular Module won't work.

@davey_d​ 

Hello Davey, I have an original Simplisafe which was ordered in 2014. Both times the techs suggested a free upgrade to Gen 3, I'd rather just stay with what I have.

It seems like no matter where I put the base station, initially I get an indication of power loss, but then after that, when I arm it for the first time after the battery removal and reset, I get a no link to dispatcher.

When I replaced the module the first time, I got a congratulations e-mail from Simplisafe, so I'm not sure if it was activated or not. 

I asked the support staff on the phone about a different cellular module, specifically a non verizon AT&T/T-Mobile branded cell module. One said it wasn't possible. The other said it wasn't possible in my area.

I like the current setup because I know it, it's foibles, and I've come to expect how it works, it'd be a shame to toss the whole thing in the garbage just because a simple cellular signal strength issue.

Thank you for helping me with this!

Thanks for the info! Our Support team attempted to reach out today to get this figured out, but we weren't able to reach you. We'll try again - please keep an ear out!

@jake_7​

Both times the techs suggested a free upgrade to Gen 3, I'd rather just stay with what I have.

I have to ask why not? Given that you have poor cellular reception where you are, by your own admission, are you not interested in having wi-fi back up? I'm not throwing shade or judging, just curious.

@jake_7​ thanks for the update!

The Monitoring team literally only knows about dispatch - i.e. handling your emergency calls. So they wouldn't be the right avenue for this. Our higher-tier Support (the team I mentioned who were attempting to reach out to you) would be the best bet.

But you know what, based one what you've said, I think there just might be something wrong with that model in particular. I'll send you a DM about getting you a new one.

I'm in the same boat. Tried swapping to the 4G Verizon module today. No link to dispatch message. I moved the base station outside and still no luck. I'm also in a pretty good Verizon coverage area. 

Swapped back to the old 2G module and it worked immediately. I did notice the old module has a red flashing light, however there is no light on the new module - unless there is and the module is just bad. 

I do have a feeling the module may have been damaged in shipment. The screws were protruding out of the anti-static bag the module was in, which tells me the package may have been crushed. 

I'll try to reach out to support tomorrow unless you can help me here. 

Thanks!

Hi @mimistry,

Do you also have an Original SimpliSafe?

If the red light is on the module itself, that means the module is attempting to send data. So if it's blinking continuously, it means it's struggling. But it's a good sign if it's only blinking once in a while.

If you have time (or rather, if you're going to be home for a few hours, so you don't need to arm your system), I would recommend just leaving the new module in the Base Station. It might just need to take its time attempting to establish a link.

But yes, the next step would also be to try a replacement unit.

Hi @davey_d​,

Yes, I have the original Simplisafe like Jake.

The red light was on the old 2G module. It would flash occasionally but I had no issues with data connectivity. 

The new module does not have a red light so I don't know if it's attempting to communicate. Unless the module is bad and is supposed to have a red light. 
Yesterday, I let the unit sit with the new module installed for 2 hours near a window. No connectivity. 

@jj4th​ Simplisafe has now decided to send out a new base station, we'll see how that goes!

New base station seems to be working... after I added it to my WiFi.  Old base station wouldn't connect to WiFi so small win there I guess.  I don't particularly like having the device on my WiFi though.

Hi @jj4th ,

Yep, so we do recommend having the WiFi connected since it can take over when the cell is not working (and vice versa). But even without it, the cell service should be able to work on its own.

If you disable the WiFi (by removing it in the WiFi section of the Keypad Menu), the cell service should be active.

@jake_7​ a direct message, our private messaging system on this Community.

You did find it eventually, but for anyone else wondering, you can access Direct Messages through the square speech bubble 💬 on the top right of the screen.

@davey_d​ 

Hiya Davey, I should have sent you my address, but I can't find the private message console any longer. Were you able to get my address? I haven't heard anything since I provided it. 

Thank you,

Jake

Hiya Davey, I received the shipping label from you. I can't seem to see DMs unless I log in twice, I have to log into community support first, then I have to post a message, authenticate, then I see private messages! 

That is very strange. You should only need to log in the one time, though it's possible that you might need to refresh when you get back to the main Community page. But I'll report it to our dev team.