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Fri, Sep 14, 2018 4:38 AM

Can't connect to base station

I can't connect to the base station tonight. This has never happened before! What can I do?

Community Admin

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2.9K Messages

4 y ago

Hi Regan_2,

Thanks for checking in. There are a few different factors that might affect why you can't connect to your system, and we might need more information to troubleshoot properly.

Typically, the first thing we would check is your Base Station's connectivity. If you're seeing a "No Link to Dispatch" on your Keypad, or the voice prompt from your Base Station, it may be having trouble linking up to the cellular network. It is designed to reconnect on its own, but it would help if it was placed in an area where it might have a better time receiving a cell signal - elevated from the ground, nearer to an outside window (though not right in front), and away from other electronics.

If you continue to have problems, you may also want to give us a call at 1-888-957-4675. Our Support team can troubleshoot with you live over the phone.

Johnny M.
SimpliSafe Home Security

2 Messages

4 y ago

My Base Station doesn't work at all now, anywhere in the house and I have great Wi-Fi.  I had a blue light and then it changed to a constant white light for a while and then that went out. The Keypad keeps trying to connect but keeps saying out of range. I've unplugged the Base Station and plugged it back in all over the house and still out of range. The Keypad also has the caution notice with the number 10 in it. The Keypad won't let me get to the menu, it just keeps saying "Out of Range"  How can I tell if the Base Station is damaged or needs new batteries? I've only had the system a few months. Don't want to buy a new one if I don't have to.  Would appreciate some Expert Help.  Thank You!

Advocate

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2.2K Messages

4 y ago

It could be a problem with the base, or with the keypad, or even both.

1) the base station does not need new batteries.  They are rechargeable, and if you put in regular batteries, you can damage the base and even start a fire.  If the batteries are not charged, it probably is a problem with the power supply.

2) You don't need to buy a new one.  They have a 3 year warranty and you should call SS.  They will help you debug your problem, and send you a new base or keypad as necessary.

3) Once you get the keypad and base connected, you can scroll through the 10 caution messages you have queued up.

1 Message

3 y ago

I'm discouraged. I have been broken into twice in 2 weeks. I purchased this and can't get the keypad to connect to the base. I should have bought Ring.
I'm in the same boat. Tested it and got a call, but when I log in here or on my phone, I cannot connect to base station so this whole system isn't working for me. I've called and called, only gotten hold of someone once, and told me they activated the system, so I got off the phone with them. It may be activated but I can't connect. I've done all the troubleshooting I can. Emailed them twice for help, asking for a call back. Nothing.
Wishing I hadn't wasted 10 hours on this over my Christmas vacation.

Advocate

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2.8K Messages

3 y ago

Do you have SS2 or SS3?  What error(s) are you getting?  What troubleshooting steps did you take?  (i.e, reboot the base station, rule out interference, move base closer to a window, etc).  It may be that you need a new cellular module (i.e., if you have a tmobile module, a verizon module might fix the issue, if your cellular connection is spotty or has a weak signal - you have to call SS to request it sent out to you).

3 y ago

Thanks for writing!
The bottom of base station says Model SSBS3. I have Tmobile cell.
I have done power reset, removed batteries and replaced, moved the base station farther from Router, moved again closer to window (not ideal location), restarted my router to reconnect to eveerything just in case there was something I was unaware of with that. Wifi is dual band (is that the problem?) 2.4 and 5. At my house I have pretty good signal to my cell, but not all 4 bars.
When I type my code into computer to get in the system, the message says "Check your internet connection". When I type the code into the phone, it says "Communicaation Issue. We are having an issue communicating with your Base Station".

What am I doing wrong? I've waited up to 30 minutes for tech support, once the connection was lost as soon as it started ringing.

1 Message

3 y ago

I'm having same problem. It's at a vacant property with no Wifi. I've only sent email in but I left the house with this as my alarm. Hope that wasn't a huge mistake. Weird thing is I can see error messages from sensors I didn't use not reporting in but can't log
In with a known good pass code. I think the problem is in their end.

Advocate

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2.8K Messages

3 y ago

meggersmckinley, the SS system can only be using 2.4 ghz from your router, make sure the router isn't trying to connect with 5 ghz or it won't work (turn 5g off in your router, see if your SS system will connect to your 2.4 ghz, if it does, then after you've set up completely, go ahead and turn back on 5g - it SHOULDN'T mess with the SS connection, but if it does, you may need to be prepared to set your SS system up on a guest network that is only on 2.4 ghz).

By cellular module, I mean, the SIM inside the base station, not your phone carrier necessarily.  (when you ordered, there may have been a notation or option to choose your cellular coverage/module - either tmobile or verizon -do you remember choosing something?).  For example, by default, SS sends the systems out with a tmobile/vodaphone module, and verizon modules need to be requested specifically.  So, for many users, the tmobile/vodaphone module doesn't work well for them, because verizon may have far better coverage in your area.

Please keep trying to reach SS, call at 9 am tomorrow if you can, when they first open, try pressing #1 for sales, someone may answer sooner.

Advocate

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2.8K Messages

3 y ago

eli_123481,  please try calling SS and pressing #1 for sales-hopefully someone will answer sooner.  Or try calling first thing in the morning when they open at 9 am (ET).