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Community Admin

Community Admin

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469 Messages

Tue, Jan 11, 2022 8:46 PM

Update Your Cell Module to Maintain Emergency Dispatch Services

 

This page will be used to communicate updates regarding Cellular Module replacement efforts which are ongoing.

 

One of the most critical pieces of tech in your SimpliSafe system is hidden away inside your Base Station: the cellular module. It’s a little circuit board that controls your Base Station’s cellular communication, and in the absence of Wi-Fi, this module is what connects your system to our monitoring center for emergency dispatch. 

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That is why it’s vital to keep the module up to date. If you purchased your system prior to December 2019, your Base Station may still have a module that connects only to 2G (second-generation) cellular networks. These are being phased out by cellular network providers. This means that emergency dispatch may not be available for your system if your module is not replaced! To make sure that your system is able to connect to our monitoring center, we'll need to send you a replacement 4G (4th generation) cell module for you to install inside your Base Station.

 

 

Here’s a bit more information to get you started: 

  • Do I need a new module? To find out if your Base Station still has a 2G module which needs to be replaced, head over to the Help Center article here, or call our customer support at 888-734-2792.  We’re also working on proactively reaching out to impacted customers. But if you have received a “No Link to Dispatch message”, please call us right away so we can get your professional monitoring and emergency dispatch service restored.
  • What about 3G? You might have heard in the news that 3G (third-generation) networks are being sunset as well. Our cell modules have never connected via 3G - we upgraded straight to 4G to make sure that your systems stay connected even in the longer term.
  • Is there a cost? If your Base Station currently has a 2G module, our Support team at 888-734-2792 can arrange for a replacement 4G cellular module to be sent out, free of charge.
  • How do I replace the module? We have step-by-step instructions on our Help Center, depending on your model of SimpliSafe system:

4 Messages

Il y a 6 m

Help the connection on the base does not fit the new module

Community Admin

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2.9K Messages

@fvmoz hi there. You might have a very old version of the Base Station that the newer module won't work for. But don't worry! We can still get you connected. Please call 800-548-9508 and we'll take care of you.

4 Messages

great…but can I say specifically. I have already called and was sent a 2ed module that still did not fit.

1 Message

Il y a 2 m

I need to upgrade to a 4G module.  I have 2G model now.  How can I get a new upgrade?

Community Admin

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2.9K Messages

@mralering​ looking at your account, I see that our Support team might have already taken care of you!

For anyone else stopping by, our Support team at 888-734-2792 can help.

(edited)