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Tue, Jan 26, 2021 5:16 PM

Getting restarted after modem replacement

I recently had to replace a failing DSL router.  I believe that rendered my system inactive.  I went to the keypad and entered the WiFipassword.  I'm no longer getting notifications from my smart lock making me think all the sensors are down.  I called SimpliSafe support on both my landline and cell today but both calls were breaking up badly so I couldn't connect.  Could someone help. Please!  Thank you

Captain

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4.6K Messages

2 y ago

@philgrannan been there, done that. Unfortunately.  Suggest you do a "hard" reboot of your base first. Unplug, batteries out, back in, plug back in.  Once back up confirm it is connected to your wifi.  Next go into your phone app, settings, notifications and turn off all push notifications, hit save, exit. Go back in and turn all back on, save.

Try again, I think (or at least hope) you should be good to go. Post your outcome here if you get a chance. Good luck.

166 Messages

2 y ago

If you changed your router you probably need to delete the old router and added the new one to your system. Open the Menu on your keypad, open System Settings and you'll see the WiFi listed on the top.  Delete your old router and add the new one.  That should hopefully fix your problem.

Community Admin

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469 Messages

2 y ago

Hi @philgrannan,

If you haven't already gotten everything up and running with the help of Captain11 and Route 66 Guy, there are two things we need to look at; is your issue just that you aren't receiving Push Notifications for your SimpliSafe systems events, or is it that your system is not connected to SimpliSafe? To find this out, log into your SimpliSafe.com account, go to the ‚ò∞ Menu, and select Timeline. If you are seeing the events from your system in there, then we know that the problem is just that you are not receiving your Push Notifications. If you don't see any of your recent events, then we recommend the hard reboot that Captain11 mentioned, and checking the WiFi settings that Route 66 Guy mentioned above.

If the problem is just that you aren't receiving your Push Notifications, then we recommend following the next steps that Captain11 mentioned and turn those notifications off and then back on. After all of this troubleshooting, if you are still having issues, you can contact our Support Team either by email at Customer-Support@SimpliSafe.com or by phone at 1-800-548-9508 from 8 AM to Midnight ET, 7 days a week!

SimpliSafe Social Team
SimpliSafe Home Security