Xfinity ARRIS modem and SimpliSafe security system

I think this post implies a separate router: https://simplisafe.com/forum/customer-support-forum/installing-and-using-simplisafe/connecting-to-wifi

I have a an Xfinity ARRIS modem/router TG1682G set up the same way (single SSID for both 2.4 and 5GHZ bands).  No problems connecting Simplisafe base or cameras to WIFI.

@dds005

I have noticed a weird glitch when installing the cameras using an IOS device (I don't know if you have an Iphone or not) Where the IOS device needs to be on the 2.4ghz network prior to installation or the app will read the 5ghz network that the device is connected to and use that instead of the one you choose from the list.

If you are able to connect to a 2.4ghz network on your device, and then restart the installation and see if that works for you.

I'd like to hear back, because I've seen mixed responses to this working or not.

Last discussed:  SSID no more than 13 characters.  PW no longer than 32 characters, and DO NOT use a semi-colon in your password.  (last summer, it was discussed that SS was working on allowing more characters for password but I'm not sure if they have that implemented yet).

Not sure if it matters, but it was also discussed that one should probably allow broadcasting your SSID because it's no more or no less secure than not broadcasting it), unless you have super top secret stuff going on your network :)

coltmaster1:

Thanks for the response; this is fodder for a FAQ.

Re password I ran this by Customer Support and this was the response I received:
"The only special characters found to cause potential issues are colons and semicolons. However, this is specifically isolated to our camera components which rely on QR codes to establish a WiFi connection via setup in the SimpliSafe app. Beyond this, the only other WiFi password restrictions associated with our devices would be the character limit of 32 characters."

However, this does not resolve my WiFi connectivity issue since my password is 25 characters, does not contain a colon or semicolon, and is not isolated to the camera. I have requested they escalate the issue to the dev and/or test team for a definitive answer.

Well it WAS an issue with using semicolons in the PW for the actual system, (not specific to cameras only), wonder if they fixed that (I doubt it, seem to get different answers depending on how many support people one asks).

A possible workaround is setting up a guest-network, using same SSID but different password, then seeing if you can connect to the guest SSID with it's password.  (it seemed to work for at least one person)

Wish there was an obvious resolution for you - all I can remember from about 3 different users having problems connecting with Xfinity/Arris modems was I think 2 people ended up bridging with another router (one had an extra laying around, the other bought a new Netgear), and a third person never posted back their resolution.  So I guess call SS back, ask for a knowledgeable manager and tell them the Xfinity problem needs a fix, and to troubleshoot with you in the event there IS a fix for you.

I am having the same issues. I had a Cisco modem which worked fine with the camera app. The modem started having issues so Comcast sent me the cheaper model ARRIS and now I cannot connect due to password being incorrect. The pw is correct since it works on all other devices. Comcast suggested I go and exchange my ARRIS for a Cisco. I will try that way. I wonder if there or any other characters that are not allowed in the pw. Too much work for such a simple device.Come on! Get it together!

I can't post because you are saying my comment is SPAM? Then maybe you should return my money for the cameras that I can't install.

I am having the same issues. I had a Cisco modem which worked fine with the camera app. The modem started having issues so Comcast sent me the cheaper model ARRIS and now I cannot connect due to password being incorrect. The pw is correct since it works on all other devices. Comcast suggested I go and exchange my ARRIS for a Cisco. I will try that way. I wonder if there or any other characters that are not allowed in the pw. Too much work for such a simple device.Come on! Get it together!

I am having the same issues. I had a Cisco modem which worked fine with the camera app. The modem started having issues so Comcast sent me the cheaper model ARRIS and now I cannot connect due to password being incorrect. The pw is correct since it works on all other devices. Comcast suggested I go and exchange my ARRIS for a Cisco. I will try that way. I wonder if there or any other characters that are not allowed in the pw. Too much work for such a simple device.Come on! Get it together Simpli Safe.

If you ordered it less than 60 days ago, you can call and get a prepaid label to return it for a full refund.

Something is up with XFINITY and SimpliCams. Look at all the other threads related to connection issues. Everybody is on XFINITY. I have this issue. A port forward fixed it. Not sure why.

Camera said it wouldn't connect, but if I looked at the router it was connected.