usmaak's profile

326 Messages

Fri, May 8, 2020 3:00 PM

Replacement base station

I got a replacement base station today.  It was sent to me as an attempt to fix my issues with getting warnings about my smart locks.  I think that the issue is related to firmware and not to the base station, but whatever.  I'll try it.

They sent me no instructions at all on how to replace one base station with another, so I have no idea what to do.  Has anyone gone through this that can offer me some advice?

Captain

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4.7K Messages

2年前

@usmaak, suggest you take the approach that today is the first day you got your system, and as such, have to start at the beginning.  I would call SS, and have them change your serial number assigned to your account for you.  Then ask for them to enter all of your sensor serial number into the new base.  If say no, escalate or, at the least, enter the base number for you and you add the sensors.

Note, I'm with you, I don't think this will address the db issues.

326 Messages

Wow.  I think that I'd rather just deal with the occasional base station warnings.  I have a ton of sensors.

12 Messages

2年前

Funny, me too and Ive been on hold for 20 minutes to speak with someone (after spending 1h the other day). The warnings are pretty annoying. Did it work??

Edit: they just hung up on me and now they're closed. Fail.

326 Messages

2年前

I haven't tried it yet.  I need to make a decision and send one back.  I don't want to be charged for the other one.

12 Messages

2年前

I have been through many calls with support, they replaced my base and all of my locks and yet it's still happening. If you call it should just be to ask them to please send this to someone who can actually fix it (ie the software folks). Frustrating!

2 Messages

2年前

Did that fix your issue?  I have the same problem of unit disarming the system when it is not even alarmend.  It says app disarmed.  All stated happening when they replaced the cell card.  A replacement base now however I feel like it  is a refurbished base and I am not happy when I bought a NEW base!.  I am confident the cell card they shipped me was a refurbished one that is now causing the problems.  Maybe color of box indicated refurbished as I think original box was a different color..

Did replacing the base solve your issues??
.

326 Messages

2年前

I haven't installed it yet.  I've been too busy to reconfigure all of my sensors again.  That feels like a weekend project and my weekends have been full.

I do need to do it though.  I had one lock stop responding and I had to take the battery out of the lock to get it to reconnect.

12 Messages

2年前

A word of warning. I am on my third base station and 3rd set of locks and the issue is STILL HAPPENING. They couldn't get my base and keypad to update so they sent me new ones (which of course didn't fix the new problem). Then locks seem unable to be moved to a new base station so they keep replacing them. And the last base they sent wouldn't activate the cellular module.

From a technology perspective this company is just terrible. And along the way I have been emailing & leaving messages for a "supervisor" to call me and they literally never have--not once. Such a joke.

82 Messages

2年前

Just got a new base station myself.  I learned that they should be telling you to remove the lock from the system (online or app).  Then, swap out the base stations.  Then, add the lock back.

Or, you can remove the battery cover on the lock and hold the reset button in until the lights flash, then add it to the new system.  

The problem is that neither phone support nor Twitter support knew this.  A product support person at the company actually called and told me what to do and it worked.

12 Messages

Thanks for sharing. I cant believe how many different support people didn't know that. I finally realized the last time (the hard way) that you need to remove locks from the old base before you swap in the new one, but didn't know about the "hard reset" button (I actually asked and the woman said "no" theres no way).

1 Message

2年前

Just received a new base station as well. My old base station started acting wonky and stopped detecting sensors, would randomly reboot, etc. They said "we want you to have the newer model with 4G built in". Ok. Of course, received with no instructions on how to do the swap so I guess it's like starting over. Great, that won't be quick. With all the faulty sensors and technical equipment, I am really considering leaving SimpliSafe and going back to a tradition security company like Bay Alarm. I had contracts but ensuring that everything is working properly and the sensors are low-grade makes it worth it. Anyone else have thoughts?

326 Messages

2年前

Mine is still sitting in the box and I think that I'm just going to send it back to them.  I don't have the same problems you have and it's not worth it to me to go through all of the setup again for my 35+ sensors just for the occasional smart lock not responding thing.

Advocate

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636 Messages

2年前

I just had to replace my original SS3 Base Station from February 2018. I did not have to do anything on my end beyond set the Intrusion Sensors, Panic Button, and Fobs that were Instant Trigger back to that option. The system/Base added each of my components on its own.

For clarification, I had zero problems with the original Base Station (not so with SS2). When SimpliSafe sent the new Verizon circuit board/module to swap for better coverage (original was T-Mobile), I found a broken plastic piece inside upon opening. Long story shortened, SimpliSafe was great about shipping me out a new Base Station within two days. They also went ahead and sent a replacement for the one Motion Sensor that I had to reseat the battery a couple of times to get it back to communicating with the system. I was surprised because typically, shipping is very slow at this time of year, and it is not easy to reach Customer Service. I waited less than 30 seconds to swap the new serial number.