G

Thu, Apr 9, 2020 12:56 PM

App and Website no longer working with the system.

Hello all!

It was all going so well then I got the new Verizon card. The app and website stopped working with the system. Customer Service tried to help and even sent me a new Verizon card. Changed it out and nothing. I looked and saw this was reported at least as far back as 2018.

Going to call customer service again wanted to see if anyone here had gotten a solution.

Thank you,

Gianni

1.3K Messages

Il y a 2 y

You need to call SimpliSafe and insist they be 100% sure the new SIM card is fully activated. It might require that you ask for escalation because they will tell you you need to try a different location for the base and all that run-around. Just because the system can send a test signal and SS can "see" your system does NOT mean.the SIM is fully activated.

I had this problem first-hand with two new cell modems and the problem was that SS had not fully/properly activated the SIMs prior to sending them to me.

2 Messages

Thank you!

G

Il y a 2 y

I've got a similar problem. (I think it's similar, anyway.)

I received notification yesterday that someone rang my doorbell; when I tried to view the video on my Android app; it said that I needed to sign up for monitoring-- which I have had for about 7 months. Customer Support suggested that I uninstall and reinstall the app, but the problem persists.

I tried to use the website on my Windows 10 PC; I am able to log into the website but it also wants me to activate monitoring. I am able to reach the dashboard, and it confirms that I have an active account and I am paid up for interactive monitoring but it states that I have no locations.

I even tried to register for monitoring again, but I receive an error message stating that my base station is already registered.

I spoke with a customer support person yesterday, who said that she is arranging to have a new base station sent to me, saying that the carrier SimpliSafe uses is switching from Vodafone to Verizon. She seemed to think that this would resolve the issue; I figure that at least, with a new base station and new serial number, I should be able to activate monitoring.

The system itself appears to be OK-- but without monitoring and without the ability to view the video cams, I'm basically crippled until the new base station arrives. Today I messaged Customer Support and asked if there is any way for them to remove the serial number for the current base station from the records so that I can re-activate it in the hope that this will clear up the problem. Is there something else that can be done? Or should I just wait until the new base station arrives?

Advocate

 • 

2.8K Messages

Il y a 2 y

That sounds like something amiss on SS's end.  Using the new module they're sending might resolve it, but I would have asked them to ship OVERNIGHT, at no charge to you.  Also, when you get the module, make sure it has been prior activated by SS, as they've been sending the newer verizon modules out without activating them (which makes them useless until activated).
Customer Service said that they were sending it Next Business Day at no charge. Hope I get it soon!

9 Messages

Il y a 2 y

Gang, I was told I needed to upgrade to Verizon's 4g card and I did.  Since then, I have not been able to use my IOS, android, or computer.  My system communicates with Simplisafe and dispatch but I can't communicate through these apps.  I've been sent a new base station and another card to put in the new base station and it still doesn't function. I've called SS at least 4 times.  It seems to me there is a problem with the new card but no one at SS wants to take the ball and run with it. I'm calling them in a moment to report the new card doesn't work.  I'l ask about activation.

9 Messages

Il y a 2 y

well... spoke with 4 reps... one checked the card, told me i did a great job installing it. Guaranteeing me that my apps would work, she told me to hang up, try it and then call them back. I told her, I'll hang up but I"m going to call back angry because I know they're not working.  Two more reps did the usual troubleshooting..both calls got "dropped" and they didn't call me back.

Are you reading this simplisafe?

Finally got a rep who knew what was up.  She said there's an issue with Verizon that their tech's are working with and she'll call me back when its worked out.  She gave me her extension too.  Hopefully this is accurate information.

There is absolutely NO reason for the phone reps not to know thee is a widespread issue with these 4g cards. Inexcusable simplisafe. Let's step up your game!!!

ps... one of the earlier reps said he checked the SIM and it was okay.

1.3K Messages

On April 13th, 2020 jswnek says:

ps... one of the earlier reps said he checked the SIM and it was okay.


Yeah, they told me that once or twice too, along with trying a different location for the base, blah, blah, blah, before they finally got someone higher up to check and activate the SIMs properly and fixed the problem.

Il y a 2 y

Sorry to hear about the ongoing issues with the Verizon SIMs. I can't help feeling that switching from the old SIM to a new one will dump me out of the frying pan and into the fire. Meanwhile, I'm scheduled to receive my replacement tomorrow; fingers crossed, thoughts and prayers, etc. etc....
All's well that ends well.

I got the new module with the new SIM on it; however, while trying to get the housing to fit back on the base station, I managed to break one of the wires (BTW: no instructions were included with the module). The base station still appeared to work OK (my hunch is that, since the harness has two black wires on it, the second one was enough to keep things working.)

At that point, I decided to contact Tech Support to let them know that I might need a new base station, and: 1.) when I mentioned to the tech rep that this whole series of unfortunate events started when the Android app claimed I wasn't activated, she *within seconds* did some sort of reset to my account that cleared up the problem; and 2.) ordered a new base station to be shipped at no charge.

The new base station arrived today, and (since it didn't come with instructions either,) I immediately called Tech Support, who walked me through the steps. Good thing I called, the rep had me perform an "emergency reset" because the new base station wouldn't sync with my keypad.

Important lesson learned: if there is anything you want from someone at SS that is even a little bit technical, choose option 3 to reach Tech Support; Customer Service was worthless-- had they known what to do when the account got screwed up, I wouldn't have gone through the whole rigamarole of downtime, parts swapping, uncertainty and angst. (The Tech Support guy threw in a free month of monitoring, so that's some consolation.)

1.3K Messages

Il y a 2 y

I've had no issues with the modules after the SIMs were properly activated. I've been using the "new" 4g/LTE modules for 9 months now.

Advocate

 • 

2.8K Messages

Il y a 2 y

As whoaru99 states, there is likely NO issues with the new verizon modules (unless they got a bad batch), but rather, the reps and SS aren't aware the SIMS in the modules need to be activated, which according to the majority of this issue, solves the problem of not being able to use the phone app and web app.  When calling SS, ask for a senior supervisor, or tell whomever you're talking to that you know the SIM most likely needs activating (hopefully said rep will connect you to one who is more knowledgeable).

9 Messages

Il y a 2 y

I posted this in the other thread regarding the IOS not working... bottom line, after getting a rep that cared and having her look at these threads, she did verify that my sim was activated; even deactivated it and then reactivated.  Whoaru99, you are very adamant that there is "more" activation that has to take place...and see saw that in the thread. She referred me to her superviser.  She promised to call me back today.  One problem is that they are all working from home, so they just can't shout across the room, "hey, has anyone else come across this?"

Long story short, she called me back late yesterday and said the supervisor agreed with her recommendation to just send me a complete NEW system (SS3).  I can live with this. I don't have that many sensors and I have nothing else to do at home!  Good luck to the rest of you!

Advocate

 • 

2.8K Messages

Il y a 2 y

^ Glad to hear you have it all in working order now!

I think there's a page in their 'Help Center' for instructions to install the module (too bad they keep forgetting to send instructions to the customer!)

6 Messages

Il y a 2 y

I had the same issue and called this morning based on some feedback on another thread.  

A WONDERFUL CUSTOMER SERVICE REP NAMED RHONDA (BOISE) AND TECH SUPPORT ASSOCIATE NAMED MARNAE (CENTRAL FL, EXT. 947) WERE ABLE TO HELP ME AND FIX THIS ISSUE.  

MARNAE HAS A LOT OF EXPERIENCE WITH THIS, SO I WOULD RECOMMEND CALLING HER AS NOT EVERYONE AT SIMPLISAFE IS FAMILIAR WITH THIS ISSUE.  

For me, the issue was the SIM card as well.