TheZsdad's profile

Sat, Feb 19, 2022 8:15 PM

App not working remotely

Hi, new to app use. Monitoring activated recently. Moto G5 plus Consumer Cellular service. The app works fine from my driveway but it does not connect a few miles from home.

Since changing providers or phones can get expensive I am hoping it's a setting problem someone here has seen. Tech support said to check my permissions for the app but I can figure out what should be on or off. Some what new to smartphones as well. 

Any help appreciated

Accepted Solution

4 Messages

Il y a 5 m

Just wanted to leave an update to this issue. It was the phone. Thanks to all.

This comment was created from this reply

Captain

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4.7K Messages

@TheZsdad​ no shock here.  I will never buy another Motorola cell phone.  Looking forward to getting a pixel 6A when released hopefully in May

Captain

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4.7K Messages

Il y a 6 m

@TheZsdad The issue may not be the app, but your phone on Consumer Cellular.  I had a Moto G3, was on Verizon and switched to CC in attempt to save some money. It did not go well, and took about a week of investigation with CC, Verizon and Motorola. I will spare you the long version and get to the final findings: Motorola phone support simply is terrible, as is their support of all bands available for carriers to use.  You didn't post if you have a TMobile or AT&T SIM, but at least for me, Motorola G series did not support all of the bands, including the specific ones on the towers near my home. CC was very supportive and tried, but it was only through multiple web searches and the eventual response from Motorola.  (Again, they are terrible).

Recommend you use a friend's phone at your home and the SS app. if it works, sorry to say, I think it is the Moto G5 phone and it not being compatible on the CC Tmobile and AT&T towers near you.

Before you go down that rabbit hole, you may want to just try and uninstall and reinstall the app, or try a different SIM from CC. Good luck

4 Messages

@captain11​ 

I'm on AT&T as I had trouble not getting calls on Tmobile. It's a long story as well and include Motorola

sending me a refurbished phone.  My wife has the same phone and same trouble. Thanks for sharing your experience with Motorola. I've done the uninstall reinstall on the app, didn't help.  Maybe time to replace the G5.  

Thanks for the help.

Captain

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4.7K Messages

@TheZsdad​ I had the exact same issues with the MotoG3. You can try the CC TMobile SIM. If still not working, yeah, time to get a another phone or go with a carrier that is 100% compatible. Verizon was at the time, as was TMobile. ATT was not.

(edited)

4 Messages

Just wanted to leave an update to this issue. It was the phone. Thanks to all.

This reply has been converted into a comment

Community Admin

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2.9K Messages

Il y a 6 m

Hi TheZsdad,

So it sounds like what you're describing is that the SimpliSafe app has no problem connecting to your WiFi at home. But when you're out of WiFi range (so your phone would be connecting to cell instead), the app is no longer able to communicate.

Are you getting a specific error message? If we could get more detail about exactly what you're trying to do, what error messages/behaviors you're seeing, and what you've already tried to get the issue resolved, I can bring that to our dev team so we can figure it out.

It would also be useful to know your operating system version, which you can find out by going into your system settings.

4 Messages

@davey_d​ 

Sorry for the delay getting back to you. No error messages at all just get a black screen with Simplisafe in white letters. I ordered a new phone as I don't trust my moto g5. I'll know in a couple days if it was the phone or consumer cellular coverage problem. 

Thank for the reply