C

Wed, Feb 19, 2020 6:36 PM

Cell service shows disconnected in diagnostics

I have had the original Simplisafe for years and never had a issue. Over the new Year I upgraded to the current one and from day one when I go to the system diagnostics screen it shows the cell service is disconnected. I have called tech support and they walked me through a few things. Finally they said they will send me a new base station with a T Mobile sim instead of Verizon. I received the ne base station last week hooked it up and still the same issue. They sent another Verizon base station. The second tech told me that do not use T Moblie anymore. So I spent the better part of the day on the phone with a few different techs and still no luck, we reset the base station the keypad they set updates nothing worked. They did say they are getting a single at their end. Finally the last person I spoke with said oh that normal if your are also connected to WIFI. To be honest I don't live him because why would everyone else be trying to fix this problem. So now I wonder what I should do. They system seen to work fine but am I just relying on my wifi single? Does anyone out there have their system on WIFI and their diagnostics screen show cell disconnected?
Thanks

Captain

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4.7K Messages

Il y a 2 y

@cmartorelli first, you should be fine. My system shows Cell disconnected. If I get off WIFI, it shows connected. All is aok. You should do a test signal while your system is off WIF and confirm for sure.

Next up, what you went through with SS support should not have happened. I would call again, and explain why you are calling and politely insist to speak with a supervisor.  Once you get one, give a short summary of what happened and suggest retraining is required.  Again, only if you want to go the extra mile. This should not have happen, no doubt, a result of SS's large hiring effort to have resources catch up with demand.

Update: I just disconnected my system from WIFI, sent test signal and got text and phone confirmation in seconds.

326 Messages

Il y a 2 y

I was installing a new wireless router this past weekend and I noticed that whenever I was disconnected from wifi, the cell picked it up.  I verified this by looking at the keypad.  I also used the app on my phone to turn the alarm off and on and check settings.  When I was not on wifi, I was still able to do all of that.

Advocate

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541 Messages

Il y a 2 y

Wait, if your are hooked up on your wifi doesn't it say cell signal disconnected? Then when wifi goes out it will automatically hook up to cell backup? When i am on wifi and go in diagnostics it says cell disconnect but i take it off of wifi and it says cell connected or am i reading this all wrong. Im at work so forgive me lol

326 Messages

Il y a 2 y

That's exactly how it is supposed to work.  That's how it works for me.

Captain

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4.7K Messages

Il y a 2 y

@cmartorelli, your patience is admirable.  With the large number of new hires, it takes time to make them truly effective.  I am sure SS will have everyone up to speed in the coming weeks; now if they can only continue to expand resources for next holiday season.

2 Messages

Il y a 2 y

Thank you, everyone for your help. Hopefully someone from Simplisafe will read this and inform their tech support people. I know those guys have a hard job.