‎I complained but Now a Thank You to Steve at Tier 3 Support | SimpliSafe Support Home
 
wjennis3's profile

Saturday, January 8th, 2022 5:54 PM

I complained but Now a Thank You to Steve at Tier 3 Support

Hello All;

    I've complained previously about the inability of SS to fix my system which eventually got to the point where it was non-functional(unable to see ANY WiFi

networks, nothing worked.)

   Last weekend I had a few extra hours to burn, so I figured I'd call customer support and give it another try. After being on hold for 45 minutes, I was disconnected!

But since I still had an hour or two, I called back and got Steve, of Tier 3(as he says, aka Seal Team 6) support. He did the "plug in the power cord with one battery removed" trick and, presto-chango, my base station magically could see all the WiFi networks. I then reassociated all the sensors and now have a "functional" system as far as I can tell.

   One persistent problem though: attempts at updating the system via the keypad are unsuccessful as no WiFi networks can be found.

   So, that unsolvable problem is still unsolvable. But at least my system works.

Steve told me my firmware is 2.5.200 which is the most up to date.

So what I figure I'll do is when a system update is announced, I'll see if customer support can manually push it to my system.

They probably won't be able to, if history is any guide, but I'll deal with it then.

Good work to Steve at Tier 3.

Bill

4 months ago

I saw the add and it said login for 50% off to upgrade your system. I need two cameras to it’s an upgrade. They denied me. What a shame 

Community Admin

 • 

5.5K Messages

@duncanmcafee515​ so sorry to hear about the miscommunication. By "upgrade", we mean if you have a SimpliSafe Original system, we can get you a brand new Gen 3 system for that discount.

Unfortunately, that discount is not able to apply to individual non-system items.

980 Messages

4 months ago

If you have the original trust me upgrade you will love it.

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