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Sat, Jul 17, 2021 7:06 PM

Base Station NOT working after 4G Cell Replacement

Simplisafe sent me the 4G cellular module to replace the old one and I've had nothing but issues since replacing it last night! My base station has a heck of a time connecting to Wifi and I don't even think the cellular connection is working. I replaced the batteries in the base station per instructions from a Simplisafe tech over the phone and it was able to connect to Wifi. I went out to clean up the garage to clean for about an hour and when I came back in I found the base station disconnected again and it had dumped all of the sensor and settings!!  I am beyond frustrated at this point. I tried to start over with all the sensors again but it just doesn't want to work.  What the heck is going on??

Official Solution

Community Admin

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2.9K Messages

4 m ago

@themize​ I suggest something that's worked for other users:

  1. Unplug your Base Station.
  2. Unscrew the one one screw that was covered by the power plug.
  3. Twist the bottom open to reveal the battery compartment. Remove one battery.
  4. Without replacing the battery or the cover, re-insert the power plug.
  5. Head over to your Keypad, and navigate to Menu > System Settings > WiFi, and go through the steps there.

This is essentially a Base Station reboot, which will clear the temporary memory. That might allow WiFi to be connected again.

This comment was created from this reply

7 Messages

@davey_d​ this doesn't work. Tried it already. System still resets & deletes ALL my sensors about every 48 hours. This 4g rollout is a joke.

1 Message

@davey_d​ thank you!!!! 

This solved my issue after installing the 4G module

(edited)

1 Message

This solved my issue as well. 

Community Admin

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2.9K Messages

1 y ago

rservin77,

It's not unusual for cell modules not to connect right away, and very rarely we might need to try a few things on our end to get it activated, if it's not quite working automatically. This can happen especially if the reception in your area isn't the best.

However, your Base Station being wiped is a completely different and more concerning issue. We definitely should try replacing that whole Base Station ASAP.
Have you been in touch with Support since you posted this? I can get started on a replacement for you as well.

- Johnny M.
SimpliSafe Home Security

3 Messages

1 y ago

I have this same issue with a new 4G module. I've been on hold trying to call phone support for hours. I'm beyond frustrated and ready to cancel my service.

1.3K Messages

1 y ago

Thers have been issues in the past with the SIMs in the new modules not being properly/fully activated. Have to call in to get that checked to see it might be the problem.

3 Messages

5 m ago

I just "upgraded" my module. I did it exactly by the book. It was fairly straight forward and now SimpliSafe customer service agents can't figure out what's wrong. They want to send me a new base station. The problem is this is a system for a studio with extremely expensive things and no protection whatsoever at this point. How is it possible that they don't have a better solution for this? They should have just sent new base stations to clients that need to "upgrade". I had ADT for half a decade and never once was there a problem, and if there was, they would come out and fix it. I understand this is the "affordable" service but I may switch services at BOTH of my addresses and take my two systems to a place that can provide the service. 

Community Admin

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2.9K Messages

@mkenneth87​ sorry about the inconvenience!

Yes, we send a module because it's a little bit of a lower lift on your end. Just replacing the module means you don't need to remove and send back the old Base Station, and reprogram the new one. If you have a lot of sensors, that might mean a lot of work!

Looking at your account, I think I know what went wrong. And I know you mentioned a new Base Station might be on the way already (and you might even get it today or tomorrow - we usually send those by the fastest shipping). But we'll have someone from our advanced team reach out anyway to make sure that your system is fully online.

3 Messages

I have this same issue, I followed the instructions completely and now I can no longer connect to wifi. I called CS and they tried helping and I ran through some troubleshooting and nothing worked, we then were "disconnected" and they never called me back, now I have a system that I hope is connected via 4G because it is NOT connected via WIFI. This is beyond frustrating and I am unsure how to move forward. 

Community Admin

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2.9K Messages

@themize​ I suggest something that's worked for other users:

  1. Unplug your Base Station.
  2. Unscrew the one one screw that was covered by the power plug.
  3. Twist the bottom open to reveal the battery compartment. Remove one battery.
  4. Without replacing the battery or the cover, re-insert the power plug.
  5. Head over to your Keypad, and navigate to Menu > System Settings > WiFi, and go through the steps there.

This is essentially a Base Station reboot, which will clear the temporary memory. That might allow WiFi to be connected again.

This reply has been converted into a comment

3 Messages

thank you I will give it a try

7 Messages

davey_d Thank you. This worked for me.

7 Messages

4 m ago

Mine completely resets & loses all sensors every other day. I'm so tired of having to add all sensors back 3-4 times a week. They really screwed up with the 4g rollout. Nothing but problems!

7 Messages

4 m ago

Update: it is now working less than 12 hours before resetting and deleting all sensors. This is no longer a functioning alarm.

Community Admin

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2.9K Messages

4 m ago

@jkejer ,

The symptoms you describe shouldn't be happening just from replacing the cell module - since that circuit board contains only the cell connectivity piece and the memory is on the mainboard. But obviously yes, it's something a lot more serious and we should replace your Base Station ASAP. Please call our Support team at 800-548-9508 and we'll take care of it.

7 Messages

@davey_d​ it took me complaining publicly on Twitter to get any help. Your phone tech support people didn't help me at all. You guys really bungled this 4g rollout.

Anyone who is considering Simplisafe and stumbles on this page will notice that customers have been dealing with this since July 2021, and many are still unresolved. Not a good look for you.

Community Admin

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2.9K Messages

@jkejer ,

Again, the symptoms you describe should not be related to the 4G module replacement. But I'm glad our Social team was able to help.

(edited)

9 Messages

4 m ago

I agree that there is an issue with the new 4G module. I have had 2G for more than 3 years, and I never had an issue.

I upgraded the module to 4G about more than a week back, and I got automated email from SS saying that my installation has been successful. The next day morning, I got the message on the keypad saying "install is in progress, press any key to continue". When I pressed a key, the message turned into "keypad out of range". I called the customer support, and they did many troubleshooting steps similar to what's posted here. But we did not have success. Then they said I am out of warranty, and I would have to purchase a new base unit. (Seriously!!). I asked to go back to 2G, and they said my old 2G module is already deactivated.

After some back & forth, they sent me yet another 4G module. I installed it, and it worked for a while. I had to configure all the sensors again though. After 2 days, I again got the dreaded sequence of messages...  "install is in progress, press any key to continue" -->"keypad out of range". I took out the batteries from the keypad, and put them back. That solved the issue. However I had to configure the devices all over.

Story is not over yet! Last night, I again got the same messages! I am fed up now. Seriously thinking of dumping SS. If I have to buy a new base unit & reinstall the sensors, why not start with some other brand? Suggestions?

(edited)

Community Admin

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2.9K Messages

@illcar​ sounds like you're seeing a similar issue to jkejer, which isn't a problem with the module replacement exactly - it's an issue with the mainboard, which means that your Base Station needs to be replaced.

 I'll DM you to get a Base Station replacement out ASAP.

9 Messages

@davey_d​ I have not received the DM yet! Can you give me approx time frame in which I should be receiving the DM?

@davey_d​  I am having the same issue. I’ve had to go through the “process” about 4 times now. The thing works for a while and then goes into a reinstall and keypad out of range situation. I just installed the new 4g module a couple of days ago. Never had this problem before. 

Community Admin

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2.9K Messages

@karenjmadgwick​ by process, you mean reinstalling all of the components? If you haven't already, give our Support team a call at 800-548-9508 and they can send a replacement Base Station.

7 Messages

4 m ago

Mine kept losing connection during the night, so I would go to bed thinking I had a functioning alarm system and wake up the next morning to find out my alarm stopped working while I slept. They are supposedly sending me a new base station (try reaching out on Twitter. The phone tech support people didn't help me either). I'll give it 24 hours but one more failure and I am switching to another provider. Also BTW they apparently don't credit part of your monthly monitoring fee if your system is not functioning. So you will continue to pay for a service you can't use if the system is down. Ridiculous!

7 Messages

4 m ago

I had high hopes for the replacement base station. I really wanted it to resolve my issues. The good news is that the base station can now connect to wifi and the keypad works. Now for the bad news. The app can't connect to the base station. It tries, but I get a message every time saying "unable to get settings from your base station." So I log in to my account using the website, and I find that every device is listed 4 times. FOUR TIMES!! That was not a problem before. So now I can arm and disarm my system, but what will the impact be of every device being listed 4 times? How can the system tell them apart?

And by the way, don't bother asking for credit on the monitoring fee you were paying while the device was not working. Apparently you pay whether the alarm is functional or not.

So after repeated calls to tech support, literally hours on the phone with people who can't resolve the problem, I have a system that might work, and might not. I have lost the last bit of trust I had left in Simplisafe. Time to find a new alarm system. 

Good luck to those of you still trying to get your systems to work. I hope you have a better result than I did. 

Community Admin

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2.9K Messages

@jkejer​ one step forward, two steps back! I sincerely apologize for this terrible experience. I've created a ticket with a senior specialist. We hope to turn this around and take care of you.

1 Message

3 m ago

I am having this same issue. Eve since I swapped the Module, my Base Station loses it’s brains and wipes all my devices clean. This happens weekly and frankly I am very very tired of it!! I will be calling Customer Service tomorrow demanding a real solution. What a Cluster !uck with this! Clearly so many having the same exact issue!! Shame on you Simpli Safe!!

7 Messages

@sabciu​ they finally replaced my base station, and no more problems. I don't think the 4g card swap works for everyone. Try reaching out on Twitter. That is how I finally got help.

BTW pretty sure the phone tech support just reads a script. I could hear one guy flipping through the pages trying to figure out what to say next.

Community Admin

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2.9K Messages

@sabciu​ apologies for your experience. Yes, we have seen a few users having a similar issue, but it is not widespread. But yes, we should also replace your Base Station ASAP. If you haven't already given our Support team a call, or are having trouble getting that replacement, please send me a private message (using the button on the top right of this site) with your info and I'll get it sent out.

2 Messages

21 d ago

Same sort of issues here.  I had no problems with SimpliSafe for more than 3 years before replacing the cellular module.  After replacing the module, I had problems with the wifi (it would replace my wifi SSID with random characters under its settings).  I worked with their Tech Support two times to fix this issue, and the fix only lasted a few days until the base rebooted itself.  Then I had a problem with the base not connecting with my keypad and forgetting all my sensors.  Again, a tech support person fixed the issue, and the fix only lasted a few days.  I contacted customer service by chat today, and they wanted me to go through reboot steps again.  I told them I didn’t have time (the full, multi-reboot process takes more than an hour).  I have the impression that they do not know what the issue really is, and maybe they would like those of us with the issue to just go away.  Before I do that (and buy a competitor’s system), I decided to report my issue here.  Maybe they’ll send me a new base; I would try a new base if they sent it.  

Community Admin

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54 Messages

@davidhi ​ Thanks for taking those steps so far and working with our support team. It does sound like you would benefit from a new Base Station based on what you described. Our support team would be the best avenue for getting that replacement to you. However, if you have any trouble getting a replacement through them feel free to send me a PM (using the   button on the top right of this site) with your info and I can work with the team to get one sent out to you. 

2 Messages

SimpliSafe finally replaced my base station, and the new base station does not reboot every few days and does not forget my sensors.  Everything works correctly again.  Be persistent if you encounter this issue.