‎Base Station repeatedly disconnecting and reconnecting from WiFi | SimpliSafe Support Home
 

Community Admin

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770 Messages

Monday, May 13th, 2024 3:39 PM

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Base Station repeatedly disconnecting and reconnecting from WiFi

If you are subscribed to monitoring service, and if your Base Station is ever disconnected from WiFi, you will be sent a “WiFi Disconnected” warning notification to let you know. Of course, that warning message also means that your Base Station has switched over to the built-in cellular backup connection, and your system will continue to function normally. You’ll be able to control your system through the SimpliSafe® app, and the system will continue to report to monitoring for alarms.

 

But if you are seeing that warning message often, there might be a problem with the stability of your WiFi network. Some of the troubleshooting tips on our Help Center might be able to help.

 

With the rollout of Alarm System firmware 2.16, our engineering team has also added a set of optimizations to WiFi behavior that may help. We strongly recommend updating to the latest firmware. Learn more about how to update your Base Station here.

181 Messages

7 months ago

All day long today I'm getting messages that say:
  "Wifi Disconnected" and then, usually a few minutes later,
 "WiFi Connection Restored"

I've had my system a month or so, and seen this message before, but today was the worst by far.

Help, please.,  I'm worried about cameras not working when I need them.

Thanks,

EDIT:  Tried to reset base station, which in now slow flashing slowly red......arrrgggghh
EDIT2:  Plugged into a different outlet, and it's not flashing red any more.
Note: This comment was created from a merged conversation originally titled "Wifi Disconnected"

2.8K Messages

Is your internet going in and out, or if you have your pc on a surge protector, did you turn it off for any reason?  Did you have a temporary power surge in the home?  Is your router too far away from the base station?

Not sure if the base station turns red after a wifi outage, I've never noticed it (would seem likely, similar to a power outage/power restored event).  Check your Timeline of Events for any hint of a power outage or surge.  The blinking red may have been an error of some sort (you can check your keypad display for any error messages, likewise, you can check your Timeline of Events, and if you are signed up for alerts, you should have received an SMS or push notification if you use the phone app)

Below are the Base Station light cues for SS3:

No light: Disarmed or not powered
Solid Blue: System armed in Home or Away Mode
Solid Red: Alarm Occurred
Red light fading: Recent Alarm
Red light blinking: Error
Yellow light fading: Downloading Update
Yellow light blinking: Settings Saving from App
White light fading: listening to signals of components.
White light blinking slowly: receiving Keypad input

If you cannot determine from your Timeline of Events, or alert messages on your phone, or errors on the keypad display, call SS for troubleshooting.  Try calling at 9 am (ET) when they open in the morning and press #1 for sales, hopefully someone will answer sooner.

181 Messages

I don't think my internet is going in and out.  It looks to have a pretty strong signal all the time.  I did turn power on and off to the router, and the three inside cameras are working now.  Front door Doorbell Cam is still not connected.  First time I've noticed this.

I did cause a power outage to base station when I removed the batteries to reset it.  That went away when I moved base to to different plug.  (I'm pretty sure power was fine at second location, but worth checking since red light is gone.

I did not seem to have any power related events, but the every hour or two losing wifi (or Simplisafe thought it lost it), and then a few minutes later, Simplisafe reconnected wifi.  This probably happened 10 times yesterday, while I was away..

2.8K Messages

You have the system on 2.4 ghz, on your router, right?  Have you tried a different wifi channel? If your own troubleshooting doesn't resolve this, call SS.  While the good news is that your system will revert to cellular connection if wifi goes down, you still want to know what's going on with all the alerts.

181 Messages

My router has been set for both 2.4 and 5 ghz with the same wifi name.  Things have been working pretty well until yesterday.

I restarted the wifi, and all three Simplicams are working as of last night.  

Today, Simplisafe doorbell cam was removed and reset.  It is now working also.

Going to rerun channel finder.  Also removed one of the mesh nodes, which did not hinder speed at all.

2 Messages

7 months ago

I am having an issue with my Simplisafe system where my system loses it's wifi connection and then reacquires it, over and over. This can occur as often as every 10-30 seconds. The only solution to resolve this is for me to go to the keypad and restore the wifi by re-entering the wifi password and waiting until it is restored. Then, it will function correctly until the next time, which may a month or less. Then it all starts again.

It's worth noting that the wifi is typically restored within a few seconds of being lost, when this occurs. But I receive messages on my phone via the Simplisafe App. over and over and over, until I go to the keypad and resolve this.

This is unacceptably annoying, but more importantly, if this occurred when we are not at home, I would not be able to resolve it and my system would not function correctly or would fail.

I need a solution to this problem ASAP.
Note: This comment was created from a merged conversation originally titled WiFi Disconnecting and Reconnecting Constantly

2 Messages

I'm having this problem as well. I'm getting it at least 5-10 times a day. This has been incredibly frustrating as I have changed nothing on my end. How are you "resolving" it on the keypad?

I do nothing, and the wifi simply restores itself until the next time. The "outages" seem to happen for only a few minutes at a time.

2 Messages

I'm also having this problem.  My system is new and there is strong signal at the base.    Thus far, this only occurs in the middle of the night and is just an annoyance.  These generally recover themselves in less than 1 minute with no action on my part.  

I've reviewed my wifi router and network logs which show no indication of a problem.  Nor do any of the other devices on my wifi network ever have this issue.

4 Messages

I am having the same problem.  Rep said move base station closer to router.  Didn't help.  I also rebooted router.  Didn't help.  I also switched to an alternate Wifi system.  Didn't help.  Has anyone been able to resolve this problem?

2 Messages

Recently moved and prior to moving I had no issues, then after moving my base station has been doing this. "Technical support" has been worthless, reading off a script which contains all the troubleshooting steps I've already tried (I have a background in IT)

4 Messages

@cengelhardt95​ Yes, their technical support is very weak.  I had a false smoke alarm, and the rep kept trying to get me to unscrew the detector.  It really just needed to come off the ceiling so you could access the battery, but no matter how many times I told him I had taken the detector off the bracket and down from the ceiling, he kept telling be to unscrew and open the smoke detector.  He clearly had never actually seen one of their smoke detectors.

5 Messages

7 months ago

Firmware Issue?  I have the same wifi disconnect/reconnect issue others have talked about, several times a day.

Got new card for 4g, one day later started again. Reset everything, lasted almost one day.  

Thinking back, I did not install the system firmware update until late June. Coincidentally, that's when the problem started. Related?

Just a thought, no one else has brought it up.
Note: This comment was created from a merged conversation originally titled Wifi Connect/Disconnect

2.8K Messages

See your other post.  Sounds like you're going to have to call SS again.

3 Messages

See https://simplisafe.com/forum/customer-support-forum/installing-and-using-simplisafe/simplisafe-system-has-lost-it#comment-5150491 for a possible resolution

2 Messages

7 months ago

My base station is right next to my router and had been working fine in the past.  Probably sometime within the last month started seeing my email getting spammed with these frequent connection drops.

Anyone else having a similar issue?
Note: This comment was created from a merged conversation originally titled WiFi Lost / WiFi Restored alerts happening frequently

371 Messages

I get this about 5 times a week for the past year and that is no lie.  I logged into my router about a month ago to check when it last disconnected and it was 4 months previously ...  so my wifi actually ISNT going off.

35 Messages

I also reported this issue @2 months ago. However, my Wi-Fi was dropping @10 to 12 times a day! I emailed SS and included a listing of multiple incidents on the same date (from my time stamps). I subsequently spoke with SimpliSafe and they quickly responded by sending me a new base station. All seemed well...until a few days ago.

After changing my router's security settings from WPA2-PSK (TKIP) to WPA2-PSK (AES)...IT HAS STARTED AGAIN!!

I've sent SS another message through their web site regarding this recurring issue, asking whether this is some type of compatibility issue with their SS3 systems. I'm awaiting their response and will update this forum if I do receive a reply.

7 Messages

7 months ago

Recently my Gen 3 base station has been sending me a notification that the Wi-Fi has lost its Wi-Fi connection. Then about 45 seconds later a new notification that it has regained wifi. I have the most recent firmware. My router has not had a firmware update recently and it’s been restarted. The base station is about 10 feet from the router. I also have the latest firmware on the base station. 

any ideas?

Note: This comment was created from a merged conversation originally titled Wifi Disconnecting

742 Messages

Reboot the base station fully (unplug from AC power AND disconnect the back up battery found on the bottom of the unit) and/or reboot your WiFi router would be the first thing I'd try.

Just curious, does this happen all day, every day? Or at specific times and/or days? I'm wondering if something is interrupting your Wi-Fi signal and if it's happening at roughly the same days/times then that might tell you who/what might be causing it. It's possible (even if unlikely) that your Wi-Fi is actually having a problem and your other devices are just more tolerant of a blip in Wi-Fi and/or just don't tell you they've lost Wi-FI as aggressively as your base station does.

Captain

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6.2K Messages

@greenmymac  I ran into this last summer, called support and did not get it resolved at first. Moved the base, no new electronics etc.  A friend of mine who works as a network engineer suggested I check latency on my broadband and a few other items.  Contacted my vendor (AT&T) and checking and found out there were "quality issues in our area" and they were working on it. About 24 hours later, no further issues.  you may want to reach out to your provider.

7 Messages

Sighhhhhh... Frustration continues. Had the basestation replaced and experienced the same issue. So I created a separate network JUST for the base station, and changed from wifi channel 5 to channel 11 to cut out some of the interference. But the issue still happens. I am at a loss and my only thought now is the most recent firmware on the base station is the cause. 

Thoughts?

742 Messages

Thoughts?

Just curious, does this happen all day, every day? Or at specific times and/or days? How often does it happen? I'm wondering if something is interrupting your Wi-Fi signal and if it's happening at roughly the same days/times then that might tell you who/what might be causing it. It's possible (even if unlikely) that your Wi-Fi is actually having a problem and your other devices are just more tolerant of a blip in Wi-Fi and/or just don't tell you they've lost Wi-FI as aggressively as your base station does.

7 Messages

@worthing​ Its random periods throughout the day. I just find it out out of all the wifi connected devices I have, this is the only one experiencing issues. I have been able to see connection times for my always on devices that stay in the house and none of them have interruptions in connection. In searching this forum, I saw I am not the only one who is having this issue. 

6 Messages

7 months ago

Has anyone had(have) the problem of your wifi connection being lost, almost every day, at the same time, for about a minute or so.   Very annoying ?

Note: This comment was created from a merged conversation originally titled Lose wifi connection

Community Admin

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5.7K Messages

Hi @davidgmillman ,

I have seen this happen before, and we haven't yet been able to pin down what's causing it. But I suspect that, unless there is somehow severe interference that's enough to overcome WiFi (at which point all of the devices on that same network should have trouble!), it's possibly something to do with your WiFi router's settings.

What kind of router/network do you have? And what settings are enabled? The more info you can give, the more I can pass on to our dev team to help figure this out.

6 Messages

@davey_d​  The only things that loses connection on my network is SimpliSafe.  I am using a Google Nest MESH router with 3 connection points.  My wifi signal in my house is EXCELLENT.    All of my other connections are never disconnected.      

Community Admin

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5.7K Messages

@davidgmillman​ ah, then I might be on the right track. It's less about reception, and more likely something to so with how your WiFi network is set up.

One thing that has worked for other users is to try setting up a Guest network with 2.4GHz enabled only, and connect only your SimpliSafe Base Station to it. If that works (i.e. you no longer see these regular disconnects), I would actually suggest moving over all your cameras as well, if you have any.

3 Messages

@davidgmillman​ I’m having the same problems.  Wi-Fi works perfectly in house and with SimpliSafe cameras, but system keeps falling off base station.  I’ve replaced the base station, switched to guest Wi-Fi, switched to hotspot.  Same issues remain.  

I feel like this is a hardware or firmware issue that SimpliSafe is ignoring, as I’ve had SimpliSafe for years and never had this issue. 

Community Admin

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5.7K Messages

@BNSimpli​ when was the last time you had updated your Base Station's firmware? Earlier versions did have compatibility issues, so that might be what's going on here. You can learn more about how to update from this page.

4 Messages

7 months ago

I have an xFi (xfinity) cable modem/router. This is my second base station. (I was sent a new one because the first one had these same problems.) During set up it connects OK to wifi 2.4 Ghz band. (xFi uses the same wifi broadcast name for combined 2.4 and 5 band but it is connecting to 2.4). My simplisafe security app timeline shows that shortly after set up the base station starts to disconnect and reconnect randomly and repeatedly, many times in the span of a few hours. Sometimes the interval is 1 minute, sometimes 1 hour. Eventually it fails to reconnect at all and to get it to work again I have to remove the device from xFI and set it up again.

Note: This comment was created from a merged conversation originally titled Base station frequently disconnects/.reconnects with xFi wifi

Captain

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6.2K Messages

@georhill For full disclosure, I hate, despise two companies. ADT is one of them and, yes, Comcast is the other. Why? Because when I was a customer they treated me, and others I know, like dirt, were expensive, lied etc etc.  If you want details, feel free to direct message me through the SS community, but to give you an example, I have stayed with ATT UVerse with 80 mg down, 20 mg up and I don't share it with anyone unlike Comcast that offers 1 gigabyte. I will never, ever, do business again with either company.  If you have an option, you may want to look for another provider for your internet service.

Community Admin

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5.7K Messages

Hi @georhill ,

From the symptoms you describe, it sounds like the issue might be on the router side; perhaps a feature or setting is preventing the Base Station from staying connected.

It might help to set up a Guest WiFi network locked to 2.4GHz only, which only your Base Station would connect to.

2 Messages

Any resolution? I have same issue.

4 Messages

@Dalink​ While searching via google I stumbled on a post which suggested "port forwarding" as a possible solution to the base station connection problems. In the xFi app, under Connections => Advanced => port forwarding I "port forwarded" port 8890 for TCP/UDP. Also, somewhere during the frustrating waste of my time trying to solve the problem, I assigned a "reserved IP address" to the base station. Anyway, some combination these things apparently fixed the problem since I do not have intermittent connection problems now. HTH

Community Admin

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5.7K Messages

@georhill​ that's great to hear. Sounds like the issue for you was that your WiFi router was blocking the Base Station from reconnecting.

Port Forwarding opens up a channel for SimpliSafe communications to get through.

Reserving a static IP address is a little bit similar, locking down an address for the Base Station that doesn't get reassigned whenever the router needs to reboot.

Both of these are somewhat advanced procedures, and we would suggest contacting your service provider or WiFi router manufacturer for info on how to set up.

18 Messages

7 months ago

I lose my wifi every morning at around 8:00 AM.  It comes back on and then it loses connection and comes back.   This has happened ever since I downloaded the last update which was about 1 week ago.

Note: This comment was created from a merged conversation originally titled WiFi disconnecting regularly

18 Messages

I get the notifications on my SS app, but all my other devices that use wifi continue to run.........it's some kind of problem with the upgrade.

Community Admin

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5.7K Messages

Hi @dmomeyer,

 

I split off your thread since you had commented on a post from 2020, so it's probably unrelated to your current issue.

 

What version did you update to? Would it be 2.9?

 

The good news is that the very fact that you're getting those "WiFi Disconnected" alerts means that the cell connection is taking over, and your system is still able to send signals.

18 Messages

Ever since I uploaded the last update my SimpliSafe keeps losing contact with my wifi.   Never had a problem before, now I do.    There are no issues with batteries (each is fully charged) and my base station is only about 20 feet from my wireless router.    Any ideas?  

Community Admin

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242 Messages

@dmomeyer​ Sorry to hear about the Wi-Fi issues with your system. Are you receiving any errors when the Wi-Fi disconnects? As a quick step, it might be best to reset your router by unplugging it from power for 30-60 seconds, then plugging it back in. 

Let me know how that goes, and the details after that and I'd be happy to assist you further.

18 Messages

Thanks for the reply.   My router doesn't drop out, computers and streaming tv don't see any issues and I would get an alert from my provider if there was a drop out.   This is a SimpliSafe base station issue, nothing else.

18 Messages

7 months ago

I lose my wifi every morning at around 8:00 AM.  It comes back on and then it loses connection and comes back.   This has happened ever since I downloaded the last update which was about 1 week ago.

Note: This comment was created from a merged conversation originally titled WiFi disconnecting regularly

18 Messages

I get the notifications on my SS app, but all my other devices that use wifi continue to run.........it's some kind of problem with the upgrade.

Community Admin

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5.7K Messages

Hi @dmomeyer,

 

I split off your thread since you had commented on a post from 2020, so it's probably unrelated to your current issue.

 

What version did you update to? Would it be 2.9?

 

The good news is that the very fact that you're getting those "WiFi Disconnected" alerts means that the cell connection is taking over, and your system is still able to send signals.

18 Messages

Ever since I uploaded the last update my SimpliSafe keeps losing contact with my wifi.   Never had a problem before, now I do.    There are no issues with batteries (each is fully charged) and my base station is only about 20 feet from my wireless router.    Any ideas?  

Community Admin

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242 Messages

@dmomeyer​ Sorry to hear about the Wi-Fi issues with your system. Are you receiving any errors when the Wi-Fi disconnects? As a quick step, it might be best to reset your router by unplugging it from power for 30-60 seconds, then plugging it back in. 

Let me know how that goes, and the details after that and I'd be happy to assist you further.

18 Messages

Thanks for the reply.   My router doesn't drop out, computers and streaming tv don't see any issues and I would get an alert from my provider if there was a drop out.   This is a SimpliSafe base station issue, nothing else.

2 Messages

7 months ago

My SS hub has an excellent connection to my wifi wireless access point. When connected the system works fine. But when it disconnects it causes issues, most importantly my smart indoor camera will not come online. It says it's connecting and accessing camera, but it never shows camera. I am concerned that the the cellular cannot handle the camera. I have purchased a second system for my son and his wife, but I am considering returning both systems because if this major issue. It seems to be ongoing with many users. 

So, can you help me fix this? I have removed the batteries and restarted the hub as instructed. I bought a new router, unify pro, and the problem continues.

Thank you. 

Note: This comment was created from a merged conversation originally titled Wifi constantly disconnects and then reconnects

Community Admin

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5.7K Messages

Hi @randyltodd ,

Please know that this is a public forum, so for your protection, we've removed your email address.

Your Base Station does have its own built-in cellular backup connection (activated by a Monitoring Plan), but it's used only for alarm signals.

The Smart Alarm Camera links with the Base Station for alerts (e.g. to start a recording during an alarm). But the main connection for anything related to video, like when you want to start a livestream, would need to use your home's WiFi. So that means if your WiFi ever goes down, your cameras will not be able to function.

6 Messages

7 months ago

Our base station has been alerting that the wifi is disconnected at random times. After a few minutes it alerts that it has reconnected. This appears to be getting worse. We do not have any other problems with wifi in the house and I have reset all network devices.

Note: This comment was created from a merged conversation originally titled Wifi disconnecting and reconnecting randomly

Community Admin

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3.4K Messages

Hello @searssd, 

How far away is the Base Station from your Wi-Fi router? It may help to move it about 5-10 feet away from the router to see if that helps it maintain a stable connection. 

And I know that you have reset your router, but have you tried resetting your Base Station? If you have not, I would recommend doing so by taking the following steps:

  1. Remove the power plug from the Base Station, which will reveal the security screw.
  2. Unscrew the security screw using a Philips head screwdriver.
  3. Twist the entire bottom panel counter-clockwise, and pull away to open the battery compartment.
  4. Take out one battery. This will fully power down the Base Station.
  5. Wait 3 minutes with the Base Station fully powered down.
  6. Reinsert the battery and reassemble the Base Station.

But if both of those troubleshooting steps do not help, you may need a Wi-Fi extender to help the Base Station maintain its network connection. In that case, please reach out to our Support team and they will be able to assist you.

6 Messages

Thank you!

I will reset the base station as you describe.

The network and base station have been working fine for over 3 years in their current positions so I do not believe the distance between the router and the base is relevant.

Thanks again!

6 Messages

I reset the base station as specified. The wifi continues to cycle. I moved the base station within 3 feet of the wifi router and it still continues to cycle. Once every 4-5 hours. Next step is call support yes?

Community Admin

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3.4K Messages

Hello there @searssd​! 

Yes, I would next recommend contacting our Support team so they can troubleshoot further, and send over a Wi-Fi extender if needed.

8 Messages

7 months ago

For the last month os so, since I did a did a firmware update, the base station has lost connection with the house wifi at about the same time each day.  Then restores after about 10 minutes.

None of the other wifi connected devices in the house loose connection.  Definitely only an issue with the base connection.

I also tried replacing the base with no resolution and sent hours on the phone with SS customer service.

Did another firmware update and still daily disconnect but at a different time.

I get disconnection notifications, via email, text, and the app.

I also tried resetting the router b ut same issue persists.

This happens evert day and I am afraid to set the alarm in case something happens.

Please advise.  Very annoying and interrupting.

Thank you.

This started with the original firmware keypad/base update.

Note: This comment was created from a merged conversation originally titled BASE STATION DAILY LOSING WIFI CONNECTION

Community Admin

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3.4K Messages

@hdtvee​ If you haven't already, I would recommend getting up a guest Wi-Fi network locked at 2.4GHz and connect only your SimpliSafe devices to it. But if that doesn't help, I would then recommend contacting our Support team for some live troubleshooting.

1 Message

6 months ago

A greater issue is that the WiFi disconnect and reconnect alerts (push notifications) cannot be turned off. I called customer support, and the representative advised me to turn off the notifications for "warnings." I did so, but the issue persists. These push notifications wake me up at night for no good reason. Please make this a development priority. A customer must be able to turn off this type of notification. 

1 Message

@KTsafe​ I agree! I've recently been rudely awakened by my phone notifying me of wifi disconnect and a minute later reconnected. Very annoying that I can't find a way to turn this notification OFF!

7 Messages

5 months ago

I've battled this disconnect problem for well over a year. A replaced base station didn't resolve the issue. My base station has been in the same location for 9 years and 4 years on the same router with zero problems. I've made several changes based on other comments such as setting a reserved IP address. One thing I have not done is set up a guest network for Simplisafe only. I shouldn't have to do that when every single one of my other 2.4 GHz devices have no issues. This is most definitely a Simplisafe problem that they can't seem to resolve. I'm about to the point of canceling the plan and searching for another system that works, regardless of the cost.

Community Admin

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3.4K Messages

@gt9104​ Setting up a guest network for your SimpliSafe devices acts as a dedicated connection so your SimpliSafe devices can function without potentially being disrupted by other devices on your network. I would recommend setting one up to see if that resolves this issue. But if a guest network does not help, the next step would be to contact our Support team for additional assistance.

1 Message

@gt9104​  Same here, everything else is online and working as should. Unreliable service to go along with those price hikes.

7 Messages

@emily_s​ I did activate the guest network not long aafter my comment. Yes,  that did solve the disconnect issue 100%. I don't like having a guest network active but it is what it is. Still think you guys did something with a software update though for so many people to have this problem.  It's not common for devices to be disrupted. I've added no new devices for years and they all played happily together until one day when SS began disconnecting.

(edited)

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