Indoor SimpliCam - Complete fail

If it wasn't for the SimpliCam, my experience would be entirely positive, and I'd have gotten rid of my other system by now. I'm depending on the cameras though, which makes this system a net failure, for multiple causes.

First, my wireless router has a MAC address filter. The process design geniuses for the SimpliCam didn't think it necessary to print the device MAC address anywhere on or with the product, LIKE EVERY OTHER VENDOR OF WIRELESS EQUIPMENT THAT I'VE DEALT WITH. So I have to call tech support to get the MAC address. Fail #1.

Simplisafe product design didn't think it important to inform tech support that customers with MAC filters will need to call to get MAC addresses. Good luck finding an agent who even knows what a MAC address is, let alone where to find it. Looks like about a third of them do. Fail #2.

So I get the MAC address, enter it into my access list, and after I finally get the cam to read the QR code, it refused to connect with my network. Repeated the process several times, including re-entering the wireless passkey, and with tech support assisting. No good. Tech support has to send a replacement. Fail #3.

Replacement cam arrives, but this one refuses to read the QR code. Tech support is sending me a third piece of rush-to-market junk. Fail #4.

What's most tragic here is that the rest of the system is quite good. It's very easy to install, and it all works as advertised so far, except for those goofy cameras.

The second biggest shame is that the tech support agents really do want to help, and they're fairly resourceful in giving me things to try. It isn't their fault that they have to support such a badly designed component, and were not adequately trained to do so.

At this point I can't recommend this system to anyone, and I'm looking for a competing replacement. I only fit out a small section of my home so my sunk cost is acceptable.

Sorry SimpliSafe. We're not talking about some TV channel or a cel phone. My home security is by far the most important service I subscribe to. I don't see the level of maturity here that I need to see, and I am taking NO chances. Maybe in a couple more years.

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Responses

azeerhino

2 Messages

You seem to be one in a million, or maybe even more. Guessing you're an only child

vincentthevulture

4 Messages

Wrong on both counts. Guessing you're a Simplisafe investor.

gt40pilot

4 Messages

Deleted

rsf4318

6 Messages

I have a complete system with 4 cameras. I haven't had any problem getting my cameras to connect to the network although getting them to read the QR code is the most difficult part. To read the QR code it recommends to hold the phone (with the code in the display) about 1' from the camera. This almost never works but if I hold the phone right up to the lens and slowly back the phone away it usually reads the code at about 6" back. It's too bad you can't set up through the USB port connect directly to a PC.

If the camera isn't connecting to the network trying disabling all your router's security; it maybe trying to connect to Simplisafe through a port that is blocked or redirected by your firewall. If you can confirm the camera works on an open network you can then try to figure out how to configure your firewall to handle the camera will maintaining security.

As for the MAC addresses, I filter MAC addresses and to map a camera to a permitted address my router informs me when a new device connects. I can then get the address from the camera in question. I believe the serial number on the camera is also composed of the last few characters of the MAC address so this might help.

To simplify camera installation, management and security, I have the guest wifi enabled on my router and use that network specifically for the cameras and other IoT devices.

FWIW, I have used these cameras with a Netgear Nighthawk R7000 router, an Asus N66U router, and a TP-Link Deco M5 mesh network.

vincentthevulture

4 Messages

Thank you. Those are all good suggestions.

The MAC address is really the least obstacle. I can get it from the router, but many users won't know how to do that. They really need to just print it on the sticker. I checked if the S/N was related to the MAC first thing, but I found no correlation. It's possible that there should be a correlation, and they were giving me the wrong MAC over the phone. More ammo for GETTING IT ON THE STICKER. Are you reading, SIMPLISAFE??

I tried holding the phone closer to the camera, and that worked on the first one (when it was about 6" away), but I tried everything on the second one. Different lighting levels, different light sources, different light positions, etc. It just wasn't interested.

To add insult, the third camera was "lost in the mail". Number four is supposedly on its way.

Maybe I should tell them I'm you.

vincentthevulture

4 Messages

Camera number four arrived. I called to get the MAC address. Agent first told me that they don't give out the MAC addresses. Now, the underlying issue is not terribly important. If I drop the MAC filter (which doesn't add very much security anyway) I can get the camera's MAC address from the router. The point is that the agent said something that he had no reason to tell me, because it was never true. Maybe spewing whatever BS comes to mind is the new normal, but I'm not about to tolerate it from someone I'm paying.

I corrected his misinformation, and he went away for a few minutes, then came back and gave me a MAC address. It turned out to be the wrong one.

This is indicative of much more than a training problem, or a process design problem (both of which are indicated here). This is a cultural problem.

They've got a great racket going, with a beautifully designed advertising campaign, and enough buzz to sustain some growth. The culture, however, is one of just plain not giving a damn about what actually happens to people who put themselves in the unfortunate position of depending on a Simplisafe system. Simplisafe is busy trying to grow, so don't bother them with your problems.

That agent didn't care what information he gave me. I was a pain in the ass that he just wanted to go away. That attitude is all over that organization. Read through other posts here. Look at what people are going through. The software isn't tested thoroughly. The sensors aren't tested thoroughly. I don't think the cameras were tested much at all.

This isn't about just some gizmo for taking selfies. This is about my home security. If I can't count on someone to look up the correct number for me, why should I believe that they'll dial the correct number when an alarm goes off, or look at the right safe word when they call me?

I've experienced multiple layers of failures at this organization, and they're going to have to stop screwing around and step up their game, or they're not for real.

sevensiamesecats

2.2K Messages

Keep in mind that the people calling when the alarm goes off are NOT SS. They are another company, C.O.P.S. who are "professional" callers who seem to have considerably less "oops" than SS manages to have.

gt40pilot

4 Messages

I've got 6 cameras in 2 states and have had problems with them sporadically going offline. Now I have one that is solid yellow and it will not reset. I have looked online only to find out there are many others out there who are having the same issues. Simple Safe has got a major glitch that they need to deal with, I am damn tired of having to deal with this faulty bullshit. I need cameras that work all the time!!! They also need to have their tech support available 24/7.

lunytoon

1 Message

I have the same problems with the camera constantly going offline or disconnecting. Makes it pretty useless when I'm away from home and can't reset it. I like the alarm system, but the camera is worthless. Glad I didn't pay extra for it to be monitored. So as of now I can't access the camera at all. My cheap Wyze camera's do a better job.

stevekelly

3 Messages

I have had nothing but issues with my cameras. always stuck in update mode (yellow light described above). Called tech support, they said it was because it was trying to connect to my 5g and they only work with 2g...and to change the password. I did that. Still having same issue. i have to set up the cameras continually to make sure they work..the full process...for each camera.

dennisbell

1 Message

I see, in this forum, that others have the same type of issue. I don't know how to correct this unending problem anymore. My original camera kept losing it's connection to my 2G recommended connection. Connection is strong, disconnected as many other devices from 2G to 5G as possible. No matter how near or far the camera was to router it would need constant re-connection. After replacing it the next camera exhibited the same disconnection problems. Months and months of troubleshooting, replacement, phone calls, emails etc etc etc and the problem has remained. Do I have a camera that is not compatible with my older version of the simpli safe system? I spent quite a bit of $ replacing my Slomin's system and then adding a camera. Very frustrated and getting back on the phone again is not an option. Too much time, no acceptable results. The rest of the system "seems" to function well. Anyone able to get to the root of the issue and correct? Thanks for any feedback..hope everyone stays safe and healthy.

captain11

6.7K Messages

when you called support what did they say the issue was? I have a doorbell and three simplicams and they work fine. Don't like it ? If within the 60 days return it for a full refund

mariellen33

2 Messages

To all who think you need the MAC on your device, learn your router and solve the problem yourself. I use MAC filtering on a blacklist, no problem. When you power up the camera a new device should show up in your network map on your router. My new camera is named with a 32 character hexadecimal code so was easy to see a new device on my LAN. My router also detects the MAC as any router will. You can power it up and down to look at the connection status to be sure that the new device your router detects is your camera, not a big deal. Also all activity should be in your logs which will be time stamped to further prove when a new device is attempting a connection.

Also I had to lower my firewall settings from maximum to typical which changed outbound traffic exceptions.

This is my first camera and so far no issues, had it a couple weeks.
The only con is needs commercial power.

Indoor SimpliCam - Complete fail

vincentthevulture

gt40pilot

lunytoon

dennisbell

troyd

crunchem

crunchem

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