S

Mon, Jan 6, 2020 1:12 AM

keypad out of range---1st generation system

Very discouraging and disappointing Simplisafe day today.  I called 5 times and was on hold over 20 minutes each time.  After multiple dropped calls,  The last call lasted 1 hour and 48 minutes.  I was told over and over to press the reset button that does not exist.  I still have a non functioning system and I was told I would get an email with a return label to send back my keypad.  Did not get it either.  Now my property  is unprotected and I have no Idea how to get it to work.  I still have a keypad out of range error and am not optimistic about it working in the future.  I have pulled batteries, unplugged and replugged and to no avail.  Not sure what to do now.  I don't have time to keep spending hours on something that is proving to be neither simple or safe.

Captain

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4.7K Messages

Il y a 3 y

@selaeration if you really have a SS1 system, my suggestion is to toss it in the garbage can.  SS3 is vastly superior and, unfortunately, support is not going to get better based on historical precedent, for another 2 or 3 weeks. Nothing will be covered by warranty.

Advocate

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2.8K Messages

Il y a 3 y

Maybe the rep thought you had SS2?  If you have SS1, Captain is right, as far as I know, SS isn't supporting that anymore.

If you actually do have SS2, it's still supported, and since you're returning the keypad once you get the return label (I will assume they offered to send out a new keypad to replace it?), the new keypad might work.  Until then, have you rebooted the base station a couple times at least?  Have you tried moving the base station closer to the keypad, or at least, in the line of sight to the keypad?  Have you ruled out interference such as thick walls, appliances or other wireless devices in the range between the keypad and base station?

It's entirely possible the keypad is defective - I would at least see if a replacement keypad works for you. (call them back, demand that a senior supervisor send you a new one, and the return label for the old one, and while you're at it, ask the supervisor for the current upgrade offer to SS3 if you're interested - it's 40% off a new system, you'd return your base station, keypad(s) and master keychain remote (although if you get an email offer, it might be a 50% off offer, and it may state that SS wants your entire old system back - they don't seem to be consistent much with this).

1 Message

Il y a 3 y

I'm having the same issue. SS2 replacement keypad "keypad out of range" Well they are in the same room. When the system works it is awesome. When you need help, ask your cat or maybe your bartender. you won't get any help on the helpline.