S

Sun, Mar 21, 2021 3:52 AM

No Cellular access

Not sure whats going on but Ive been through 2 new base stations with a 3rd on the way as well as a new cellular module and the new system cannot connet to any cellular network.  I do not have wifi access as I have an arris modem that I own and Im not changing (still waiting for that update thats supposed to come out in March to fix this).  If I connect my phone to a hotspot the system recognizes me but again no cellular access when the hotspot is off.  I dont live in an area that has weak celluar access, I live in a pretty big metro area with hundreds of thousands of others.  Ive been on the phone countless times in the past 2 weeks with various tech support folks and no one can help me.  Has anyone else had this issue and gotten a solution?  Ive been with this company for nearly 6 years and really dont want to change but my patience is running thin.

Captain

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@smcabee728 I have experienced issues with SS over the past 9 years but nothing like what you have described in your post.  I did have a very long, long issue with another vendor, a shoe company if you can believe it, and was pulling my hair out for a $40 purchase. It was the principle of the thing, and I naively thought, how hard could it be. Three months and a multitude of emails/calls later it was resolved.

How? Hindsight is a wonderful thing, and it was quite simple.  You draw the slate clean, and start like its call #1. Get your new base, plug it in, and when it fails (and it will, cause what you describe is that something else, right now not known, is wrong.)  Call, ask rep to read your account notes, escalate. Repeat until you have your issue resolved.  The closest thing I have with SS ,which pales in comparison, is an issue with the alarm going off when we entered the house and couldn't get a chance to disarm it. The solution was as simple as adjusting the sensitivity switch on a motion sensor about 20 feet across the kitchen. Unfortunately, took multiple calls, floor plan review etc.

Please post your outcome here. Good luck.

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Sounds like it had been working for some time. What changed just before the problem started?

Community Admin

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Hi @smcabee728,

Since, as you mentioned, everything appears to work when you connect the Base Station to your cellular hotspot, we can assume that your system is properly activated on your account and the issue is only related to the cellular module's connection. With you having already received a few Base Stations, we'll have one of our Specialists reach out to you to make sure we have the proper cellular information on file for your Base Station and that the sim card is properly activated.

SimpliSafe Social Team
SimpliSafe Home Security

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Ive spoken to a SS rep again today and despite multiple attempts to connect to cellular, we even took the base station and keypad outside along with my hotspot and still no cellular signal.  The last and final resort is to try a new sim card from a different wireless carrier and see if its still an issue.  The system works flawlessly connected to my hotspot but again I have an ARRIS modem which I paid 400+ for to have super high internet speeds and Im not changing it in order to connect to a service that should be easily connected to cellular.  I will update again when the new simcard arrives if it is successful or if I switch to another system after nearly 6 years.

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I haven't had cellular access since sometime Monday. We have never used WiFi, only cellular. Never had a problem before. I swapped out the batteries in the base and the keypad still no connection. Daily test signals stopped after Sunday at 11:07am. The unit it has been in the same location in the home for years with no problems. Not sure of any other troubleshooting I can do.

Captain

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@ leemurphree2 call support to  troubleshoot.

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So the new simcard actually worked.  For whatever reason the verizon card just doesnt work for me but the att one does.  Im back in business.