davesheahen's profile

Fri, Jul 24, 2020 4:11 PM

'Simplisafe system has lost its wifi connection'

I get a text message that 'Simplisafe system has lost its wifi connection..', then another text a minute later that 'Simplsafe has regained its wifi connection..', several times a day for the past 6 months.  We use All New Simplisafe.

My CS expert wife and I have checked our wireless network, our ISP, etc, etc.  I've also powered down the base station and removed battery, and restarted it, I've also reestablished the wifi to the system, etc. etc.  I've tried to contact support but they have been non-responsive.

I'm concerned that my base station may be failing.  

Anyone else have this problem and/or solved it?

Thanks

The connection between your Base Station and WiFi may be lost due to a variety of factors, including interference, and security or other settings on your WiFi router. If you have active Monitoring Service that includes it, the backup cellular connection should take over immediately as soon as WiFi is lost - keeping your system online for emergencies.

Occasional drops are not unusual, and you should see a "WiFi Restored" message soon afterwards. But if you are seeing the error frequency, please give our Support team a call at 800-548-9508 so that we can help with troubleshooting.

3 Messages

Il y a 2 y

Netgear Nighthawk NOT necessarily the fix...

Unfortunately, I too have a Netgear Nighthawk Dual Band Router that was purchased from Best Buy, and I too am having this very same Wifi Lost/Restored issue - in fact, it has done the lost/restored cycle no less than FIVE times while reading and posting to this thread.  So, I wouldn't hang my hat on the new router being the "complete" fix.  Or at least, I wouldn't be surprised if the issue returns for you.    

That said, this isn't the first time we've experienced this issue.  It's happened at least twice before - the first time it was not long after we upgraded to the 3rd gen SS, and then again several months ago.  We've been good for probably about 4 or 5 months, and now it's doing it again (all with our Netgear router).  Seems to come in "waves"; we're good for months at a time, and then the SS goes into the weird fit for a day or two where it claims to be losing Wifi.  

Definitely something that SS needs to address.  I will be calling them in the morning.  

UPDATE:  I decided to simply power cycle the base station by completely removing power (unplug, remove all batteries, wait a minute, reinstall batteries, reconnect power) and that seems to have resolved the issue.... for now.

1 Message

Il y a 2 y

I have been having the issue since installation.  I assumed it was a wifi issue and the company (centurylink) came and installed a new modem today. Within four hours...the simplisafe lost wifi connection and reconnected.  SO frustrated.  Guess I'll go to simplisafe now and see if there's a solution.

2 Messages

Il y a 2 y

I have solved this for my system - had the exact same situation where every night the system would trigger an email saying the Wifi was lost (always about 02:48) and then within a minute send another mail to say the Wifi was back connected.  Since no other WiFi devices in my house were reporting any errors and my internet connectivity logs showed no disconnects, I was sure it was a Simplisafe issue.

So.. it turns out my WiFi setup was configured to do a nightly re-scan of the WiFi channels it could see and in order to minimize interference from neighbors' WiFi, to update the channels as needed automatically.  Coincidently, I had this set to rescan at.. 02:48.  I disabled the automatic scan for interference and Simplisafe is quite happy.  So for others having this issue, dig into your WiFi settings on your router or mesh system and see if there's an auto-scan option or auto-optimize the channel.  Try disabling that and see if it fixes it!

Community Admin

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469 Messages

Il y a 2 y

Hi @alan.mcneil,

Issues with connectivity to WiFi networks are something that our developers are aware of and constantly working on addressing to improve the overall reliability and stability of the SimpliSafe system. Our next system firmware update, which we expect to release to the public very soon, includes multiple bug fixes for WiFi connectivity and reliability.

SimpliSafe Social Team
SimpliSafe Home Security

2 Messages

Il y a 2 y

My base station hasn't connect to WIFI since I updated last week. I've tried resetting my router, rebooting the base station...no dice.  I have gotten an "error with our servers" message, so they seem to know the ball is in their court.  It's annoying.

Captain

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4.7K Messages

Il y a 2 y

@padraig68 if you haven't already, I would suggest you contact support to troubleshoot, or least confirm they are working on it.

Community Admin

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469 Messages

Il y a 2 y

Hi @padraig68,

Is everything else working with your system other than it being able to connect to your online account? Since you've already tried rebooting the Base Station, it may be best to give our Support Team a call for further troubleshooting. We can be reached by phone at 1-800-548-9508 or by email at Customer-Support@SimpliSafe.com from 8 AM to Midnight ET, 7 days a week.

SimpliSafe Social Team
SimpliSafe Home Security

2 Messages

Il y a 2 y

Just off the phone with "AJ" and the situation is being remedied.  Thanks guys.

1 Message

Il y a 2 y

I have had this same problem at least once a month since I started my Simplisafe service in December. And it happened just today that I started constantly getting notifications that my wifi was lost and then another notification that it was restored. If the fix was supposed to stop this issue, I can tell you that it hasn't fixed the issue for me. Constantly getting these wifi notifications is very frustrating!!

2 Messages

Il y a 7 m

I am also experiencing the same issue and it’s getting worse…. Seems to happen during the nighttime sleeping hours😡

1 Message

Il y a 7 m

I have this problem randomly too. So far tonight it happened 4 times, however I was awake and checked all my cameras and base station and keypad and everything is still connected to my Wi-Fi.  Cameras working just fine.  I did just install the update so not sure if that has anything to do with it.  

Community Admin

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3.1K Messages

@peggyp49 ​ the warning is specifically for your Base Station (not your cameras, which connect through WiFi independently). But when this happens, your Base Station switches over to the built-in cellular backup - so it would otherwise keep working as normal. You should also get a notification when it reconnects again.

Il y a 6 m

I have the same problem does it 4 or 5 times a day. i have done everything also no one can tell me what the issue is.

Community Admin

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3.1K Messages

@greenskeeper69​ hi! Is that 4-5 times per day every day? And how long has it been going on? I just want to figure out a pattern.

2 Messages

Add me to the growing list of people with this problem. It used to occur around 3:20 am most days, and I thought nothing of it. In fact I assumed it was normal behavior, or an intermittent isp glitch. In recent months it has started doing it much more, and in the last 2-3 days it has happened several times per day, morning and afternoon. I don’t have a camera, and Wi-Fi performance for all my other tech is perfectly normal.

Update / example:  My email inbox this morning, and only part of it:

(edited)

1 Message

Il y a 5 m

I've got the same issue.  Really annoying.  I've also contacted my ISP and they ran test and found no issues.  Also I've got other devices connected to the network at the same time and they have no issues at all.

60 Messages

Il y a 5 m

I've also had a similar challenge (although apparently different from this one and what others have recently mentioned), except mine was over a period of a few days to a week, then it went away. I also experienced, or have at least seen, where the wi-fi could be due to various things in the settings of the wireless, which may be a compatibility challenge (just speculation, but something was happening in these other instances too).

I've also had it where the wifi wouldn't connect due to having a too long password (although not uncommon, or mentioned that the Simplisafe device would have a character limit on the wifi password; many, many other devices were on this network, so I would not be wanting to change the wireless password just for Simplisafe, let alone for that many devices and to limit security).

I've seen and heard of various challenges with other wireless settings too, at least in the past, such as having 2.4 GHz and 5 GHz enabled at the same time on some wireless access points/routers (even though Simplisafe only supports 2.4 GHz), and various other wireless settings.

Hopefully Simplisafe can figure this out, or the replacement part works. Please update us and let us know what you find.

1 Message

Il y a 4 m

I’ve been having the lost Wi-Fi and reconnect issue for several months since I upgraded my base station to a new model due to legacy Verizon card no longer being supported. Never had the issue since the old model was cellular only.

I have now received a new base station with new Verizon card, upgrade to a new Nest mesh router and upgraded to a new Netgear cable modem. Guess what - I still get the occasional wi-fi disconnect! I’m convinced this is a SimpliSafe issue and they can’t figure it out. Getting the text alerts during the sleeping hours is a real PITA.  

I like the SimpliSafe solution but come on, what am I paying $28/month for? Getting woken up due to BS text alerts?

Community Admin

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3.1K Messages

@jlamari​ sorry to hear that you're having trouble. Your mesh router may be part of the problem here. We've had success in the past when users create a dedicated or guest WiFi network that includes only your SimpliSafe components. We strongly suggest that you limit it to 2.4GHz for best results.