4 Messages
Range Extender PLEASE
Please please consider adding a range extender (not WiFi) as your next device. I am a new customer and have encountered soooooo many issues in my first month, resulting on me being on the phone with Customer Service multiple times a week. After so many rounds of troubleshooting, I am convinced that my house is just not a good fit (possibly too large, or too old, or too many barriers) for Simplisafe. But I so want to like it and make it work and feel if there were only just a range extender to connect the devices more easily with the base station across my house that it would work more smoothly. As a security system, reliability is FAR too important to settle for a system that frequently loses connection and goes offline. After researching more, I have seen others have experienced this same issue (despite claims that the baseline can connect up to 400ft away). Some have even suggesting hacking the sensors to extend the antenna but that is not something I am willing to mess with. It seems adding an extender would be such an easy fix and VASTLY improve the quality of this product.
worthing
702 Messages
3 years ago
If you're up for doing some troubleshooting, I'd love to see if we can improve the situation for you. No guarantees but I see a lot of these posts here and on reddit and sometimes (but not always) we can figure out what the problem is and sometimes (but not always) we can improve or even fix the situation.
First, what issues are you having, exactly? And please be detailed here. Are there specific sensors having issues? All sensors? Is your base unit losing connectivity? Do the problems exist all the time or at specific times of the day?
Second, how many floors is your residence, how big is it and what is it made of? Is it newer construction of wood and drywall? Older construction and a lot of brick? Is it a 3 floor townhouse and you're in the middle of a row of units?
Third, where is your base station located in your house? I'm specifically wondering what floor it's on, what room it's in, where in the room it's located and what else is within 10 feet of it? Is it on the floor in a corner behind the sofa? Is it on the top of a bookcase on the outer wall? Is it in the kitchen next to the refrigerator? Is it on the entertainment center behind a TV?
Fourth, during the troubleshooting you did with customer service, did they have you unplug the base station, unscrew the bottom and remove the battery to fully reboot the system? (I'm not asking you to do this, just asking if they had you do it or if you did it on your own.)
Again, no promises here, and you may have faulty equipment but if you're up for doing a little bit of legwork we can try some more things.
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amclau500
4 Messages
3 years ago
I completely agree! I just replaced my SS Gen1 alarm with a Gen3. I was told it was better. It is certainly not better as far as distance from Entry points is concerned. I do have a two floor larger home, but Gen. 1 did the job....not Gen. 3. My Entry sensors keep dropping off at night (I think it is the cold, although I live in Calif.).
I have called support many times and get different skill levels each time...not good. The last one was reading from a "sheet" to get me my answers but did not know how the system was supposed to work. They have no "Level 2" support but will take the system back if within 60 days of starting it up. I am on day 21. I have moved my Base Station a number of times trying to get the system to work and still have one or two of the farthest sensors drop off each night. It did not work at all in the spot I had my Gen. 1 base station for 10 years.
I am looking at a Ring alarm because they do have "Extenders" that will repeat the signals from Remote Sensors. I believe it will be more expensive...but it will work. If you have a big home, then do not try this system even though they will give you a refund. The amount of time and frustration is too much.
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hebronpresbyterian
2 Messages
2 years ago
Reminds me of the outdoor camera scenario. Called SimpliSafe several times asking about the availability of outdoor cameras before they came out and nothing was revealed. Meanwhile we went with another outdoor camera solution - - more expensive. SimpliSafe please listen to your customers about range extenders and at least reveal if you're considering providing and/or selling them.
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xmtrman
13 Messages
2 years ago
An older house with plaster walls may be part of the problem.
If the plaster is over wood lath, like my house, then no problem. We have devices everywhere, door bell & other sensors in the front and entry sensors in back. Also, we have smoke, CO and other sensors on all three floors.
If, however, the plaster is over expanded metal (~screening) lath then each room is isolated from the others by that lath. You've probably already had fun getting good WIFI coverage, let alone the lower frequencies uses like SimpliSafe.
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croooowe
4 Messages
2 years ago
I have been a monitored customer for the last 5-6 years and loved the system in the house. Unfortunately, as the back yard structures have multiplied (and have been broken into) I need to extend the monitored security out there. I tried moving some sensors around out there to test the feasibility but, even with them only 50ft out, the external walls are too much and it just doesn't work. I have waited about a year from my first inquiries to them with no updates, or new products announced. After all this time I have no choice but to go to the competitor that has a mesh systems with extenders, and costs more per month. Hopefully they can work out something for their other customers in the near future.
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Steelick
72 Messages
2 years ago
@bgteruel I have not heard many challenges with this or the new/most recent Simplisafe system, especially. The type of system and technology that they use goes fairly far and in comparison to some/most security or other home systems. The best way to resolve is to maybe discuss and open a case with Simplisafe. It may also be something like interference (possibly different than basic interference that would alert you; I'm not sure about that portion), however, you're right and I agree it could be something in relation to your house. Although with my experience and for what I've seen and heard, even with older, extremely larger houses, and houses with various materials/walls/angles, this system still works for them. I guess it's hard to say. In general, the reliability is there, so you may be an outlier or a one-off in your certain circumstances. I'd be interested in whether you have, or have had, challenges with other systems?
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