coralman's profile

Fri, Jan 21, 2022 5:01 PM

Link to 4g module upgrades don't work

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 recently received a link via email to update my 2g cell module to 4g.  The link doesn't work.  I called customer support multiple times and was on hold in the queue each time for over 30 minutes before I had to hang up. Can anyone post the link so I can order the 4g module? Thank you in advance  

Official Solution

Community Admin

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2.9K Messages

7 m ago

@firstn10 @RobRyan @coltmaster1

 

Our dev team identified the issue with the website and have since corrected it. Those who received the email can now try again and should have no further trouble with ordering.

2 Messages

@davey_d​ No. The link is still not working. I am still getting the error. 

Community Admin

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2.9K Messages

Thanks for the update. We'll continue to investigate.

 

In the meantime, I do see that you were already able to get in touch with our Support team. Your new module should already be on the way!

Advocate

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2.8K Messages

7 m ago

Unfortunately, you have to keep trying to reach them by phone to get an updated cellular module - try pressing the 'sales' prompt for hopefully a quicker response.

Community Admin

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2.9K Messages

7 m ago

Hi coralman,

Apologies, our Support team is experiencing technical difficulties today. But I'll DM you and see about getting you what you need ASAP.

(edited)

1 Message

7 m ago

Simplisafe knows who needs to upgrade cellular module. Why not just send the free upgrade module to subscribers home address?

Community Admin

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2.9K Messages

Not everyone lives at their protected address (especially now, with a lot of our customers wintering in different locations). Not to mention that some customers prefer to receive packages at a different address, so they can be sure to receive them. And then there are those who may have moved recently and haven't yet updated their address on file. So for this, it best that we just confirm the address before we send the module.

1 Message

7 m ago

Same issue … 2 emails received and link does not work. 

3 Messages

7 m ago

Davey, 

Thank you for the quick responses. I'm looking forward receiving the modules.

2 Messages

7 m ago

Thanks, Davey.   Yes.  Me too.  I've tried both links with the intention of upgrading w/the 4G module.

2 Messages

7 m ago

I get the following response when clicking the e-mail links:
http://var/www/simplisafe.com/scripts/mail/em/click?sid=967123449&url=https://simplisafe.com/mod-upgrade/ff4fa3242078bdf312a6d3ce6cc7dffb

This site can’t be reached

var’s DNS address could not be found. Diagnosing the problem.

DNS_PROBE_POSSIBLE

2 Messages

7 m ago

I am getting the exact same response when I click the Simplisafe Link in my email. 

3 Messages

6 m ago

I received and replaced the module yesterday.  Thank you again for the prompt response.

1 Message

6 m ago

I just received my email.  The link did not appear to work on my iPhone, but once I got back to my desk it worked fine on my PC.  Order submitted. If you are having issues, try a different device.