‎T-Mobile for Base Stations | SimpliSafe Support Home
 
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Tuesday, May 31st, 2022 2:07 PM

T-Mobile for Base Stations

Can someone confirm if getting a Tmobile SIM is an option for the new cellular module (for SS3)? I clicked to order the new cellular module, but then noticed on the order confirmation email that it referenced Verizon.

I called to ask for a Tmobile version, and she ended up sending me a SIM for AT&T. Unfortunately, Verizon and AT&T don't work where my home is, however Tmobile is rock solid.

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2 years ago

Hi @geo ,

Unfortunately no. Those are the only two options: Verizon or AT&T. I would suggest giving it a try anyway just in case. Or if you can, set the system up on your WiFi, which would be better anyway.

3 Messages

2 years ago

Hi @davey_d ,

I tried using the AT&T SIM, and worked with tech support to ensure it was registered to my account & SS3 base station, but it isn't able to connect (disconnected the Wifi for a few days, and the Timeline log doesn't show any "Automatic Test Signal Received" entries during that time).

We have Wifi, but I highly value the cellular backup feature, in fact that's why I selected this brand, because it offered Tmobile cellular backup.

Is there an option to pay extra for a Tmobile SIM? This seems like a step backward, and I don't understand this decision.

(edited)

Community Admin

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@geo​ sadly no, there are really just those two options. It's extremely rare for both AT&T and Verizon to have poor signal in an area - let alone T-Mobile (with its much smaller network) being better than both of them! It's true that we did previously offer T-Mobile coverage, but we had transitioned out of them when we upgraded to 4G.

And just to confirm - the Verizon module also didn't work for you?

3 Messages

@davey_d thank you. I know from friends who visit with Verizon phones that we have zero signal here. 

However, a neighbor told me this week that AT&T has just completed the installation of 2 new cell sites a couple streets away. So I removed my SS3 from Wi-Fi and checked to see whether I could refresh the status on the mobile app and on a keypad. Neither could connect to the SS3 base station.

I then noticed the Diagnostics menu on the keypad, and after reconnecting the SS3 to wifi, I see that under the Cell screen, it has the following info:

Status: Init

RSSI: -69db

Carrier: AT&T

Network: Home

IP: 10.192.15.xx (I intentionally masked the last 2 digits)

Can you confirm what “Init” signifies? The signal strength of -69 looks decent. What else should I try?

Community Admin

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If I recall, that would be "Initializing", i.e. the module is still in the process of linking with the local cell network for the first time. I wonder, would the Base Station have a better time establishing a link if you had it outside of your house (at least while the process was going)? That's one of the things we sometimes try.

Otherwise I might want to put you in touch with a specialist for more advanced troubleshooting.

1 Message

1 year ago

I have both strong WiFi and cell signals. I'm taking an extended vacation and AT&T in its wisdom won't let me pause the TV without also pausing the internet. Will the system automatically find the cell signal if the WiFi is down? 

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@taxguy​ yep! As soon as the system is not able to reach the service through WiFi, it'll switch over to cell right away.

4 Messages

1 year ago

Apparently AT&T is no longer an option, based on what I was just told by the Support helpline. Verizon is very spotty in this area.

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@andyr2​ Apologies for the miscommunication. AT&T is indeed still an alternative option. Please contact our Support team again and we can get a SIM replacement to you.

4 Messages

Thank you, @davey_d , and will do! The escalation tech stated that AT&T would put me back on 2G, so perhaps there is a training issue there. While there was connection to a Verizon tower during the brief test we performed I know for a fact that the connection is very spotty in this area (service going in and out, calls dropping) from when I still had this carrier on my iPhone. It is important for me to have a reliable backup connection in case of one of the unfortunately all-to-frequent power outages here.

4 Messages

No dice also on my second attempt, transcript as follows:

Sun, 12 Mar 2023 15:54:00) Andreas : You have addressed this issue perfectly fine. Would you be able to help me on 
another unrelated issue?

(Sun, 12 Mar 2023 15:54:29) SimpliSafe Assistant : Oh! For sure! Please do tell us about your other concern, Andreas. We will be 
here to assist you with it.

(Sun, 12 Mar 2023 15:56:18) Andreas : Thank you. We have spotty Verizon cell coverage in our area. When I contacted 
support about it last week I was told hat Verizon is the only option for 4G 
connectivity for the base statiom

(Sun, 12 Mar 2023 15:57:08) SimpliSafe Assistant : You're welcome! We see. 

(Sun, 12 Mar 2023 15:57:15) Andreas : davey_d has since confirmed on the support forum that AT&T is indeed still an 
alternative option

(Sun, 12 Mar 2023 15:57:47) Andreas : Could you please send me an AT&T SIM?

(Sun, 12 Mar 2023 15:58:29) SimpliSafe Assistant : We understand. Let us see what we can do here for you. One moment, please. 

(Sun, 12 Mar 2023 15:58:37) Andreas : Thanks

(Sun, 12 Mar 2023 15:59:18) SimpliSafe Assistant : You're most welcome. 

(Sun, 12 Mar 2023 16:00:37) Andreas : Here is the link to the forum conversation: 
https://support.simplisafe.com/conversations/original-simplisafe/tmobile-for-base-stations/629621211186097eca8f71a4

(Sun, 12 Mar 2023 16:01:03) SimpliSafe Assistant : Thank you so much for providing us with information, Andreas. 

(Sun, 12 Mar 2023 16:02:57) SimpliSafe Assistant : Thank you so much for patiently waiting. As per checking here in our end, we 
regret to inform you that the Cellular Module that we have is only the Verizon 
Cellular Module. We can no longer process an AT&T Cellular Module. We're so 
sorry for the inconvenience this has caused you.

(Sun, 12 Mar 2023 16:04:49) Andreas : So davey_d’s answer in the support forum was actually incorrect?

(Sun, 12 Mar 2023 16:06:27) SimpliSafe Assistant : Let us double-check this for you. Please allow us a few moments.

(Sun, 12 Mar 2023 16:07:05) Andreas : Sure, thanks

(Sun, 12 Mar 2023 16:07:29) SimpliSafe Assistant : You're most welcome. We appreciate you for being understanding here with us. 

(Sun, 12 Mar 2023 16:09:39) SimpliSafe Assistant : So sorry for the delay, Andreas.

(Sun, 12 Mar 2023 16:10:33) Andreas : That’s OK

(Sun, 12 Mar 2023 16:11:33) SimpliSafe Assistant : We are still needing some more time to double-check here. 

(Sun, 12 Mar 2023 16:13:55) SimpliSafe Assistant : Thank you so much for patiently waiting. 

(Sun, 12 Mar 2023 16:14:39) SimpliSafe Assistant : As we are double-checking everything here on our end, we can only process a 
replacement for a Verizon Cellular Module. We are unable to process am AT&T 
Cellular Module here. We are so sorry for the inconvenience this has caused you.

Community Admin

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Hi @andyr2 ,

So sorry about all this trouble! I triple-checked with our Support team and I have learned that this kind of situation would require an elevated team to handle. So I'm requesting a call now to take care of it - keep an ear out for a call soon.

1 Message

Please confirm if ATT is an option. It is all we get at our house and I need to know before spending a thousand bucks on equipment. Thanks. 

(edited)

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