technical support

I have had some challenges with my SSS (SimpliSafe System):

• I was informed by email that my base station needed replacement by email for not communicating with the monitoring facility. It informed me that there was no communication going on for over a 100 days. This was 10 days ago.

• I called and they said nothing was wrong. I got the new base station and setting it up with all the devices took over 2 hours on the phone and never got it all set up. This was on March 15. After 2 more calls over an hour each still not luck getting some cameras on line with a good connection. On my own I got the cameras online. Still no front door video camera connection. On my 4th call I got a video camera specialist, he was the most informed person of the day and offered help and insight. We got it working. Not a strong connection, but working. This was close to 7 hours of phone, hold and working on the individual devices, keypads, and base station. I was beyond frustrated 

• The next day I called again about the door bell. They decided to send a new doorbell.

• When I got the new doorbell on the 20th, I spent 1.5 hours trying to get it connected, even using their messaging help, which never gave me a correct answer to my questions. The main challenge is connectivity from the doorbell to the base station. They could not even tell the best way to disconnect the old doorbell from the internet, I deleted the device from the app and the key pad and it kept reconnecting. Finally I pushed the factory reset button and was able to install the new doorbell. Again poor connectivity. They told me to call my internet provider. I was not calling them again when my internet provider app said I had a strong signal to the base station.

• On the 15th they told me to call my internet provider to address my internet speed , it had to be 2.4mbps. I had 5g and was running at 118%, told my provider that my security system needed 2.4. They informed me my internet system was set up for this. This took over an hour on the phone. 

• On my call on the 20th the SimpliSafe tech said my upload speeds were slow, so I should call the internet provider, I was not going to call  them again. SimpliSafe hung up on me.

• On my 3rd call on the 20th I asked to speak to someone in escalation services. After 20 minutes I talked to Alex, he understood me and we went through all the things I had done. He suggested I reset my router/modem. Everything is now up to speed and working fine. 

• I found that when dealing with technical support I tried to explain that I understood what I had to do, I knew how to navigate the app, keypad, and equipment. I also explained that I just had heart and hip surgery amd moving step ladders and going up and down the ladders and steps in my house was a challenge I persevered over these challenges . I got impatient  with the long waits between steps and I felt the tec did not listen well, especially after I explained that I understood the process. I apologized for my impatiances, I do not need to be speeding this much time on the phone to people who could not solve my challenges.