jsw1188's profile

Tue, Apr 12, 2022 6:04 AM

Base station + devices all randomly wiped from settings?

I have a full Simplisafe set-up in our home and set the alarm on as usual last night + turned it off in the morning.

I set the alarm again tonight before bed, but a few minutes later, got a notification that my base station had lost power and was now running on backup battery. Odd because the station was still plugged in as usual and our electricity was fine. Then I checked my Simplisafe app to see all my devices have disappeared. Not even my base station is showing up.

What is going on? I tried plugging my base station in and out, as well as a hard reset by removing the batteries, but my app still says my base station is running on batteries despite the base station or any other devices not even showing up in my device settings. And even when I try to re-add the base station to my devices, as if if I'm starting over, it says it's already registered to a home (mine obviously).

Community Admin

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2.9K Messages

4 m ago

@jsw1188 ,

This is very concerning, and we want to replace your Base Station ASAP. Give us a call at 800-548-9508 and we'll take care of it.

7 Messages

1 m ago

I'm just wondering...we've had no issues for years, problems of my saved devices being wiped, and base station randomly saying welcome to SS all started shortly after receiving a new cellular panel from SS. But not right away, more like a month after.  I put the old one back in and so far no problems...just a possibility. I see some of the folks with this issue have new systems, so they would also have the new cellular panel thing. Just a possibility I guess.