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Sat, Jan 18, 2020 6:02 PM

I was sent a replacement base station (original model) with no instructions for activating. Nothing I do is working.

I have the original model.  I was sent an upgrade module that did not work.  After two phone calls, I was mailed a replacement base station with no instructions.  I have two SIM cards (one in the upgrade module in my original base and there is one in the replacement base station.  I tried both SIM cards, taking batteries out and in on the base and the keypad and cannot get it to link to dispatcher.  Sure would be a lot less wasted time if they would just include instructions!  Very very frustrated at this point and no alarm for weeks now.  Does anyone know the steps for installing a replacement base station?


UPDATE:  Reached SS tonight and got this corrected.  Had to get base station serial number and sim card number set up in my account.  Seems to be working now.

1.2K Messages

3 y ago

Look at the last post which was from an SS employee.  Sounds like you need to call them.  Hold times have been very bad lately, good luck!



https://simplisafe.com/forum/customer-support-forum/installing-and-using-simplisafe/replacement-base-station-1

The problem you're encountering is that the Master Keychain Remote is programmed specifically for one Base Station at a time. This is to prevent data corruption or other programming issues.

When you plugged in that Keychain Remote in a new Base Station, the Keychain Remote wasn't recognized. So the Base Station is trying to ask permission to wipe everything in that Keychain Remote and replace it with new settings. Unfortunately, it sounds like that newer Base Station already is configured with its own PIN, so even if your Keypad was connected to it, it wouldn't have accepted your PIN input.

However, there's a couple things we can do from our end. First, as @WS729 suggests, when we replace a Base Station for you, we typically preprogram it with all of the sensors already in your system. So we could either send you a new replacement, or remotely access a Base Station that you already have and edit settings there.

I do see that you may have already been in contact with our Support team today Hopefully they were able to take care of you! Let us know if you need anything else.

Johnny M.
SimpliSafe Home Security

3 Messages

Thanks, Johnny.  I tried to call today, but after the long wait the hold music stopped, I heard 1 ring tone and then nothing.  So, I gave up and tried emailing through the "Contact Us" section of the website, but no reply yet.  It sure would be nice if the support number would take a number and call people back so they don't have to sit on hold for 45 minutes only to have the call drop.  We love our SimpliSafe, and the tech support people are very helpful.  It's really a shame that customers have to waste so much of their day just trying to get some help.  I guess I will have to call and try to get through again.  This will be my 4th call this week.

Advocate

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2.8K Messages

3 y ago

By "upgrade module", do you mean a newer SS2 module that is now compatible with 4G cellular?  Did you get an email offering this newer module to you?

If so, you have to call SS to "activate" that new module.  They've been sending them out to SS2 users but forgetting to activate them on SS's side.

Don't know for sure if this is the issue, but either way, call them.  Try calling early mornings when they first open (9am ET) and press #1 for sales.

3 Messages

Thanks.  SS sent me a replacement base when the upgrade module didn't work.  I believe it was for the 4G but not sure.  Thanks for the tip.  I will call early and try sales vs. tech.

2 Messages

3 y ago

I am having similar issues, I received and upgraded unit, I have installed new base and sensors but unable to use the app or online because previous base "account ID" is linked to my account and I am unable to edit that, I refuse to sit on hold again for 45 plus minutes. I emailed them. we'll see if I can get help.

Advocate

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2.8K Messages

3 y ago

They aren't responding to emails in a timely manner (if at all), you have to call!

Again, call early morning, 9 am ET, press #1 for sales, someone should answer sooner.

Also, please edit your post to remove your email address, for your privacy and to prevent spamming.