J

Wed, Jul 21, 2021 12:01 PM

Trouble getting system up and running

We installed our system on Friday 7/16 and have not had a fully functioning system since. After hours on the phone with customer service having gone through troubleshoot after troubleshoot including moving the base station, removing and reinstalling sensors, adding adhesive to the back of sensors to create a buffer, we finally got everything working on Monday evening. By Tuesday various and seemingly random sensors were again reading offline. One customer service person we spoke with suggested that our house has walls that are interfering with the system. The walls seem fairly typical of a house built in the 1940s. We have contacted customer service again via email because we don't have another hour to wait on hold to speak with someone who does not have solutions multiple times but no response. What is going on here? Looked at BBB rating of A+ but there are over 300 complaints similar to ours. We are ready to return the system and start over with a different company.

Captain

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4.7K Messages

1 y ago

@jasongold.ny  first, your personal experience so far is not acceptable, and SS needs to step up to address it. That said, I have personally recommended and placed over 30 systems over the past 9 years and all are happy campers. Issues? For some yes, but addressed.  Call hold time has often been an issue and SS is expanding it's VA call center but still not acceptable.

What did you mean "added tape as a buffer?"  I have a 2400 sq foot 2 story colonial, 0ver 40 components and no issues. My daughter's house was built in 1926 and no issues. And, yes, every house in between so I doubt its your house. Base placement is the most important. Is it off the floor? Keep away from electric sources.

Finally, if you do want to return it, make sure you do it within 60 days of order placement, but I urge to you to try and resolve one more time, at least. Good luck.

Advocate

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108 Messages

1 y ago

@jasongold.ny  I would try placing the base and all sensors in a room together, maybe an unused dining room table for a day or two.  Spread them out.  See if you can get the system to acknowledge all sensors (you mention being able to get it working Monday evening).  Let it sit there and see if any errors show up with the sensors.  If the system works error-free then it may be something with your home (electrical wiring behind walls could cause interference).  If the system starts reporting errors again then I would say it's a system component/setup issue.   Just a way, in my mind, to try and narrow it down.

Community Admin

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2.9K Messages

1 y ago

@hondaman88

If the sensors are all reporting errors regardless of how close they are to the Base Station, there could also be extreme wireless interference from some other device active in the home.

The most common that I ask customers to keep an eye out for are remote controlled garage door openers, wireless weather stations, or older types of baby monitors - or any other devices that communicate at lower frequency.
It could also be something you wouldn't normally think of as being a problem. One time with a customer, we figured out it was their smart plug!

- Johnny M.
SimpliSafe Home Security

Advocate

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108 Messages

1 y ago

@Johnny M.  That's what I'm thinking could also be a problem, but my experience with wireless devices is that they tend to have a greater influence on other devices the closer they are.  Isolating the system to a single room (hopefully) without other wireless devices like the dining room could help eliminate that.  But it could be other issues too.  jasongold.ny mentions "various and seemingly random sensors were again reading offline", so assuming the sensors are installed around the house it makes sense (to me) to help determine if it is an environmental issue is by having all sensors in one location.  If there is an interference issue that affects this "test" area, wouldn't it likely impact all sensors?  Another suggestion that I used to mention for troubleshooting SS2 sensors is to swap the sensor and see if the issue follows the sensor or stays in that location.  
I'm still trying to learn how the SS3 systems work.

Community Admin

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2.9K Messages

1 y ago

In that regard, Gen3 sensors work pretty much the same as Gen2. So trying the malfunctioning sensors in different spots is a great idea.

My train of thought is that if there are sensors that are having trouble in totally different parts of the house, there must be a common factor that's able to affect them all at once. Super-dense walls or mesh material can definitely interrupt the cell signal. But wireless signals can also be spread out through your whole house all at once.

Let's not forget the position of the Base Station, as well. That's why our agents over the phone suggested moving the unit to a different spot. I've had customers try to keep their Base Station hidden (which is a good thing), but in some closet surrounded by wire shelving, on top of (or even inside!) a fridge, or surrounded by a lot of other electronics. The Base Station could certainly have some trouble receiving sensor signals in those types of situations as well.

- Johnny M.
SimpliSafe Home Security