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Fri, Dec 13, 2019 11:37 PM

WiFi disconnects

Keypad and Base Station within 20 feet of Wireless Access Point.
As of this morning, simplisafe has lost wifi connection 30 times since Dec 3rd.
Just today alone, at least 50 disconnects.
No problem with any other wifi device in our home.
Currently simplisafe on 2.4ghz. Same issue on 5ghz. Minimal devices on each band. 3 devices on 2.4ghz and 2 devices on 5ghz.
SSID for both bands is 3 characters and password for both is 14 characters.
The other day, in frustration, I deleted the wifi network from the keypad and attempted to reconnect. Holding the keypad within a few feet of the access point it wouldn't find any of my 3 networks(SSID's) no matter how many attempts.
Had to remove the batteries from both keypad and base station a couple of time for it to finally find it.

Another issue is with wifi accepting password. Keep getting INCORRECT PASSWORD. Takes a couple of tries and then finally accepts it.

Has anyone been lucky enough to have resolved this issue?

Called SS customer support who were very nice but couldn't help.

Email SS customer support a couple of times about this issue and still haven't received a response.

Have had just about enough with SS.

Captain

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4.6K Messages

3 y ago

@rgrego, suggest the following: move the base, temporarily, to a location in the house not near anything electrical or metal. Forget your router for awhile.   Keep your keypad or keypads in the locations you plan to use.  Test. If no go, move the base to a different spot, try and see if it connects. One more final time, if no luck call SS to send you a new base and send back the old one.

I have a 2600 sq ft 2 story colonial with a full basement and attached 2 car garage and even SS2 worked fine, SS3 ditto.

Also checked with 5 other owners (I can assess 30) and all of their SS2 or 3 systems are fine, so its not a system wide issue.

Please post your outcome here.

6 Messages

2 y ago

I'm having the same issue the last few days. Looking at my log the Wifi connection is disconnecting and restoring about 5 times an hour since 9pm last night. Looks like it was good during the day but the previous night/morning it shows the same issue.
Looks like the connection holds for anywhere from a few minutes to 15+.
I've changed to satellite internet a few months ago after moving (Only thing available). Have not seen this problem the last few months since I've had it though.

6 Messages

2 y ago

Any other suggestions besides just taking it off wifi completely and using only cellular?

Advocate

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2.8K Messages

2 y ago

Did you call the internet provider regarding any outages?  Did you call SS for troubleshooting?  Might want to at least start there before switching to cellular-only (while it will work on cellular, for OTA updates, it requires wifi).

1 Message

2 y ago

Same problem here - just happening in the last few days with no changes to my provider, service or equipment locations.  losing and regaining connection about 3-5 times per day.

Advocate

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541 Messages

2 y ago

Im wondering if it has something to do with ss as last week i just installed a ss3 to one of my customers who loves it and tonight i just installed there 3rd camera for them and they said the same thing that every night at around 8pm the base station and there app says wifi disconnected and then a few seconds later it says wifi restored and i tried everything I could think but the speed tests come back beautiful and all cameras and there doorbell works perfectly so now im wondering. So far we are good though.

257 Messages

2 y ago

Having the same issue dropping WiFi and reconnecting seconds later. I'm sure this is why my camera keeps losing half of it's timed video. Something is not right on SS end.

Advocate

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2.8K Messages

2 y ago

Has anyone called SS and asked them to escalate to the engineers to look into it? (I'm not having this problem, but if there's an issue, someone should bring it up with SS).

1 Message

I contacted them, and there was a super-easy fix. There is a part of the base station I have (which I have only had for a few months) that is being phased out, and needs the Vodafone device inside the base station to be replaced with a Verizon device. It's a free replacement, and you just have to slip out the old one and insert the new one, sort of like you do with a SIM card. So definitely call them: I got my issue resolved in <5 minutes.

1 Message

2 y ago

Been having same problem last few months.
No fix yet?

43 Messages

2 y ago

Count me in as having the same issue.  This was happening every morning between 3:35 and 3:40 a.m, losing internet connection and reconnecting within seconds.  I thought the problem was with the ISP, so I had them look into it.  They confirmed that the problem was not on their end. The disconnect is now happening later in the morning, around the same time everyday.  

I contacted SS, and they sent me a new circuit board for the base station.  That didn't help.  Now that I see others experiencing the same issue, there's no question that this is something that SS needs to look into.

4 Messages

2 y ago

I have the same disconnect/reconnect issue.  got new card for 4g, one day later started again.  Thinking back, I did not install the system update until July.  Coincidentally, that's when the problem started.  Related?

3 Messages

3 m ago

I have a very similar problem with my base station. I located it right on top of my router but shows minimal signal. SS replaced my base station but problem still exists. It can't be the router because everything else on that band is working. I'm ready to give up too. Which will mean I lost my initial investment.

3 Messages

3 m ago

Same problem here but I moved the base right on the top of the router. It still shows weak signal. Simplisafe sent me a new base station but the problem still persists. I know my router is good because everything else shows strong signal on the 2.4ghz band. I'm about ready to give up too. That means I loose my initial investment cost.

Community Admin

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2.9K Messages

@HI50​ sorry to hear about this trouble. How are you measuring that signal strength? Is it through the Keypad? And do you happen to have a mesh network? Perhaps the problem is that the Base Station is trying to connect to the wrong access point.

3 Messages

Hi Dave the signal strength I’m talking about is on my routers network map. I can see all my 2.4Ghz devices all which have maximum signal strength. I T/S this problem with several of your technical support employees to no avail. No matter how close proximity to the router the signal is two bars or less. I asked that this issue be moved up a notch to your support engineers since many post list similar issue which simplisafe can’t seem to rectify. 

1 Message

3 m ago

My system keeps losing WiFi connection every morning at about 4:40 and is restored about 10 minutes later. It happens every night at the same time and has been happening for the last couple of months. Sounds like others are having similar repetitive issues.Any resolutions?