3 Messages
Intermittent problem with Entry sensors not being triggered
Long term customer here, started with a Gen 1 system and am now running Gen 3. Have paid for monitoring the whole time...
I keep having issues with my entry sensor not being regularly triggered, even after updating to the latest firmware release. Specifically, I've had multiple issues with a door being opened and the entry delay not being triggered.
In one of those cases I was the one who caught the malfunction. Walked to the keypad to verify it was set to "away", back to door and closed it, and then only after the second open did it trigger the entry delay.
Chatting with support, the usual advice was given - replace the battery (done), check alignment with the sensor and the magnet (it's worked for the past few years just fine, and has not moved), relocate the base station (it hasn't moved either), reset system for 30 seconds and restart (performed again - I had to do so in order to get the latest firmware to install).
On top of this frustration... Is the extremely poor customer service provided in chat this morning. Essentially I was instructed to power off system (pull power cord and remove battery) for three minutes, then power back on. (The next step provided was nonsensical - go to the keypad and check the wifi. ??)
The rep then disappeared for a bit, and then asked if I had any other questions... I responded yes, you haven't resolved my problem. At that point they ended my chat.
I was so pleased and hopeful when they finally implemented multiple sign-ons in the system. But now we've gotten to a point where their support is very bad and I cannot trust the system to reliably protect my property.
simplisafe_admin
Community Admin
•
1.8K Messages
@j_t We apologize to hear about this experience, please know that we have noted your feedback regarding this. It sounds like the agent you spoke to instructed you to reset your Base Station, which is a great way to refresh its connections. After resetting the Base Station, it is good practice to check your Keypad and/or mobile app to ensure that it reconnected to your network.
But to troubleshoot your issue at hand - do you experience this with all of your Entry Sensors, or only one/some of them? If you experience this with only a few specific Entry Sensors, we recommend swapping the problem sensors with one that consistently works. Then, test each sensor by opening them.
If the problem sensor responds correctly in its new location, that could indicate an issue with the original location of the sensor. In particular, it could be that there is interference between the sensor and the Base Station, or they are too far away from one another. Try moving the Base Station to a more central area of the home, or even closer to the sensor experiencing the issue.
But if the Entry Sensor does not behave properly even when swapping its location with another sensor, that could indicate a hardware issue. In that case, our Support team can replace that sensor for you.
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parkeraz81
1 Message
I have been experiencing the same issues as you, this started happening after the latest software update. My sensors don’t register as being open and adding my keypad keeps disconnected and won’t reconnect until I reset my base station, or I arm my system from the app. After I arm the system from the app everything starts working again, it’s very concerning!
Chat support wasn’t very helpful, they had me reset my base station and keypad by unplugging and removing the batteries which works for a bit, I’m guessing there’s an issue with the latest software because that’s when I started happing these issues. Hopefully they find a solution!
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yarmoman
2 Messages
I just recently started having the same issue. I’ve reset the base station, replaced all batteries, even move the base station closer the the few faulty sensors. It keeps happening. The system is about one year old.
spent 40 minutes on a call with support. That was a complete waste of time. This system is no longer capable of protecting my family.
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yarmoman
2 Messages
Had the Gen 1 system for years. Never had an issue. Upgraded to the new system a little over a year ago. Now a few sensors do not trigger consistently. I reset the base station, moved it closer to the offending sensors, put fresh batteries in everything and nothing worked. Wasted 40 minutes on the phone with tech support. Man, has support declined to the point of being worthless. They said my system was updated on the 13th. In my part of the world it was the 12th…
I can no longer trust Simplisafe to protect my family and I’m going to make sure people all
over the internet know it, starting with Collin Herd, the sports show guy, who is schleppong this system to his viewers.
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lance843
1.1K Messages
Same as mine go dead or fall off line and the system never tells me.
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