neall's profile

Fri, Apr 8, 2022 4:14 PM

4G Upgrade Issue - New Sim Blocked

The upgrade went fine at first.  I even got the congratulations email.  Then Simplisafe apparently disabled the newly installed SIM card, because of a "conflict" with the older 2G card.  Now every iteration with tech support to try and fix this takes up to 24 hours.  What can be done to resolve this?   I can't be the only one. 

Accepted Solution

8 Messages

4 m ago

SOLVED!   A Verizon 4G wireless network extender in my home directly jams my SS 4G cellular modem.  As soon as the network extender is powered down, the SS base immediately connects via 4G cellular, with a strong, steady connection.  As soon as the network extender is powered up, the SS 4G cellular modem immediately disconnects.   I guess I can live with this, in that a power failure will shut off the network extender and the battery-backed SS will connect right up to the Verizon cellular network.

The SS 4G cellular modem is not trying to connect through the wireless extender.  Just the presence of the Verizon 4G network extender signal in another part of the house blocks the SS modem.  The network extender is used to boost the cellular signal in a dead spot within a distant corner of my home.

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Community Admin

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2.9K Messages

4 m ago

@neall ,

This is very unusual. When you said, "SimpliSafe apparently disabled the newly installed SIM card", do you mean that an agent did that while on the phone with you?

What's supposed to happen is that as soon as your new cell module connects, it's marked in our system as installed, and the old module is marked as removed. But that should happen automatically, without the need for intervention.

8 Messages

@davey_d​ It definitely required intervention.  The new SIM was added, but the old was not removed from the system on your end.  Both SIMS were seen simultaneously and the new 4G did not work.  Tech support had to remove the 2G manually, and says it can take 24 hours to update the new SIM.   Since I don't have full-time wifi, I'm without a system.  There is a note in my support file on your system called "SIM CARD" if you'd like to go review what the techs did. Interestingly, things worked for a few minutes, then the new 4G card was disabled.  I even got the confirmation email stating success, which was misleading because the 4G SIM was disabled shortly thereafter.  I'm not online with the cell modem.   It was only after the 4G card quit working that I called tech support, and he said that and the 2G card were present in the configuration and he had to manually remove the 2G.

(edited)

8 Messages

SS base unit now sometimes connects via cellular, though only marginally, depending on location.

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