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Sun, May 31, 2020 5:35 PM

Simplisafe with Arris DG3450A -- WiFi Password Incorrect

Has anyone else experienced the inability to connect to WiFi with an Arris modem/router?

I can setup the same SSID/Password on my phone hotspot and the base unit can connect to it without issue.
But trying to connect to my Arris router, the same one where I have 22 other devices connected without issue, I continue to receive incorrect password.

I know the password and SSID are correct.

I am not using any special characters and using the minimum character lengths.

Calling SS support, no real troubleshooting or diagnostics, just that they are sending me another base unit.

I am not confident another base unit will correct the issue.

I also used my phone hotspot to get my base unit up to date.

I'm thinking I'm going to have to return this $500 system for lack of wifi support.

Advocate

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2.8K Messages

Il y a 2 y

There have been a few reported problems with an Arris modem/router, do a google search as follows:

site:simplisafe.com/forum Arris router

Or, call SS again and ask to be escalated to a senior supervisor for assistance.

1 Message

Il y a 2 y

I too have the same problem.  I received a replacement camera; however, it will also NOT connect to WiFi.  I have an Arris Router (Frontier) with both 2G and 5G radios for WiFi.  I made sure I used the 2G system and after about 20 attempts, no connection.  Any suggestions?  I really want this to work.

1.3K Messages

Il y a 2 y

Some issues have been passwords with certain characters. I'd suggest trying a basic WiFi password that's not too long and contains no special characters.

1 Message

Il y a 2 y

After running into this issue myself I called google help (my wifi router) which is a dual band.  They were not able to fix the issue but the nice gentleman that I spoke with suggested that I try the following and it worked.  

1. disconnect the home wifi
2. enable your mobile phone wifi hot spot and name it the exact name of your home wifi.
3. change the password on the hot spot to be identical to your home wifi password.
4. connect the simplisafe to the mobile hot spot and set up the system.
5. once confirmed that setup is complete, turn off the hotspot and reconnect your home wifi.

I did this and then connected all my devises followed by a security test and all is working, verified by a call from SS that the test was recognized and complete.

Hope this helps everyone out there that like me, thought I would have to return the system.  It would have been more helpful if the simplisafe help desk people would have had this knowledge and suggested this workaround trick a couple of weeks ago, saving everyone time and expense.

Good Luck!

2 Messages

Il y a 2 y

I also have this problem and the workarounds don't work for me. Help?

Captain

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4.7K Messages

Il y a 2 y

@gordonsl suggest you call SS support to troubleshoot. Forums are not heavily moderated.

Community Admin

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2.9K Messages

Il y a 2 y

Hi folks,

Sorry for the delay on the update on this - we had to do a bit of investigation. Yes, there is a known issue with certain models of Arris-branded routers that prevents a successful connection. The good news is that we're able to fix it with a firmware update.

It will be rolled into a full Base Station update, which we do need to test extensively. But keep an eye out for our post when we start rolling out - which should be soon!

- Johnny M.
SimpliSafe Home Security

4 Messages

So how exactly do we update the firmware if we cant connect to wifi due to having an Arris brand router?

Captain

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4.7K Messages

Il y a 2 y

@Johnny M great post, and very important for those customers with a Arris router, but your advice of "keep an eye out for our post when we start rolling out...."??  I know you couldn't have typed that with a straight face, as we all know, including you, this thread and your post will not see the light of day in days, if not in hours, in this forum.

Yeah, broken record here, but SS could have a one page link in the help center broken into key areas for information like this. (File this one under "Known Router Issues".  Again, get a few interns on a Sunday night, throw in a few pitchers of adult beverages and a  few pizzas and get this done on an interim basis while you work on a full blown CRC.

4 Messages

Il y a 1 a

meanwhile if you have an Arris router and want to use Simplisafe you need to buy a new router?

Community Admin

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469 Messages

Il y a 1 a

Hi @smcabee728,

That's a good question. Since this update should fix any issues with connecting to certain models of Arris routers, this should only need to be worked around just this once. Because all that is needed for the Base Station to download the firmware update is for it to be connected to the internet via WiFi, the recommended action is to temporarily connect the Base Station to another WiFi network such as your phone's hotspot. Once connected to WiFi (and after the update has been re-released, of course), the Base Station will download the firmware update and the ‚öô Gear icon should appear on your Keypad.

SimpliSafe Social Team
SimpliSafe Home Security

4 Messages

Il y a 1 a

So has the update been released yet?  If not what is the date it will be released.  Not just soon please.  That's months old now

4 Messages

Il y a 1 a

So has the update been released yet?  If not what is the date it will be released.  Not just soon please.  That's months old now

Community Admin

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469 Messages

Il y a 1 a

Hi @Jweber_1,

We have already begun rolling out this update to our users. That being said, it will take a few weeks to get out to all of our customers.

SimpliSafe Social Team
SimpliSafe Home Security

4 Messages

Il y a 1 a

Hi
I have an Arris modem-router from wowway and last week my base station lost all devices and connection to wifi. I called tech support and they sent a new base station. Still no connection to wifi with the standard message that the password is incorrect. I took the base station to my friend's house and was able to connect to his wifi. I searched for an update but it said I had the latest version. So what has happened with the update allowing wifi connection on Arris routers? This might be a deal breaker whether I will keep Simplisafe. How can I get a wifi connection?

Community Admin

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2.9K Messages

Il y a 1 a

Hi jfoprea,

Arris compatibility was fixed as of Firmware 2.1.

If you look in the settings, under Diagnostics, can you see if your Base Station and Keypad have successfully updated to that version?

- Johnny M.
SimpliSafe Home Security