keypad out of range---1st generation system

@selaeration if you really have a SS1 system, my suggestion is to toss it in the garbage can.  SS3 is vastly superior and, unfortunately, support is not going to get better based on historical precedent, for another 2 or 3 weeks. Nothing will be covered by warranty.

Maybe the rep thought you had SS2?  If you have SS1, Captain is right, as far as I know, SS isn't supporting that anymore.

If you actually do have SS2, it's still supported, and since you're returning the keypad once you get the return label (I will assume they offered to send out a new keypad to replace it?), the new keypad might work.  Until then, have you rebooted the base station a couple times at least?  Have you tried moving the base station closer to the keypad, or at least, in the line of sight to the keypad?  Have you ruled out interference such as thick walls, appliances or other wireless devices in the range between the keypad and base station?

It's entirely possible the keypad is defective - I would at least see if a replacement keypad works for you. (call them back, demand that a senior supervisor send you a new one, and the return label for the old one, and while you're at it, ask the supervisor for the current upgrade offer to SS3 if you're interested - it's 40% off a new system, you'd return your base station, keypad(s) and master keychain remote (although if you get an email offer, it might be a 50% off offer, and it may state that SS wants your entire old system back - they don't seem to be consistent much with this).

I'm having the same issue. SS2 replacement keypad "keypad out of range" Well they are in the same room. When the system works it is awesome. When you need help, ask your cat or maybe your bartender. you won't get any help on the helpline.