drjoe66's profile

Thu, May 27, 2021 1:36 AM

Closed

Warning for users of the original system

SimpliSafe is dedicated to providing our customers with expert-level protection, and this includes ensuring 24/7 access to our professional monitoring centers via a strong cellular connection. For more info on our efforts to address 2G Sunset, including obtaining and installing a new cellular module, check out our Help Center Article here.

I am out of town for an extended period of time and was hoping my SimpliSafe system would perform and keep my home safe and monitored. However, my system has now given a false motion sensor alarm with police coming etc. Now I am being told that the SimpliSafe monitoring center and the tech support cannot communicate with my system since it has a 2G cellular module and 2G has recently been discontinued. Why wasn't I informed about that by SimpliSafe? Why was I not automatically sent a new functioning cellular module? The system is still sending but cannot be reached from the app or the website or their tech support. Supposedly this applies to all owners of the original system, so beware if you need to remotely access your system.

Official Solution

Community Admin

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2.9K Messages

1年前

Hi drjoe66,

Just to clarify, what you're talking about is what we call 2G Sunset: second-generation networks  are being phased out across the country in favor of more recent generation networks. It's not an immediate switch-off, more of a gradual rollout. So there are still a lot of areas where 2G is still active.

But SimpliSafe has not been idle while waiting for it! We have been proactively emailing customers to initiate a replacement. But since this is a huge undertaking, we've also been doing that gradually. But of course, customers that are already having connectivity issues for their system take priority, which is why I'm glad to see on your account that your replacement module is on the way!

- Johnny M.
SimpliSafe Home Security

12 Messages

Wish the replacement module would help me. Since I am not at home, it will not get installed until I can get home. I would have really preferred a proactive approach by SimpliSafe. Finding out that my system cannot be reached while being on another continent is no what I anticipated....

Captain

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4.6K Messages

1年前

@ drjoe66 I just want to give you a bit more information, Simplisafe will provide the free upgrade, however, I believe it will not cover any additional sensors you purchased along the way after you bought your original system configuration.  If I am incorrect, I am sure Johnny M will be kind enough to correct me here in this thread. :-)

Now for the not so good part.  In your case your system stopped working, as you were unaware of the 2G issue in your local area. As Johnny M stated, yes, there are still a lot of areas where 2G is active; unfortunately, there are many others where its not.  This is a very complex, very important topic that should not be relegated to the depths of this state of the art 1997 forum but should be front and center in the CRC (Customer Resource Center) that does not exist and at least a notice sent to every effected customer.

I applaud Simplisafe for going through this process with free system replacements (almost unheard of, especially in the security industry) but, unfortunately, the process itself falls short in many ways.

Having placed 30+ systems over the past 9 years, I have just emailed six SS2 customers to call Simplisafe today to get their replacements, including my two brother-in-laws, who I predict are not going to be happy campers on the issue but very happy for the very generous replacement at nc.

12 Messages

Just to be clear, I am not getting a system replacement. First I was told I need to purchase a new system for 50% off, then they said I could get a new 4G cellular module. That's what was supposedly shipped. And will sit on my front porch until I get home, although I asked the rep to delay shipping, which of course did not happen.

Community Admin

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2.9K Messages

1年前

Oh no! Unfortunately we don't have a way to delay shipping out an item. But if the package isn't there when you get back, let us know here. We'll arrange for another one to be sent out by the fastest shipping available.

- Johnny M.
SimpliSafe Home Security