jake_7's profile

Fri, Feb 25, 2022 12:42 AM

New 4G Cellular Module won't work.

I'm reaching out to folks to see if anyone has had luck with the new 4G Verizon module. I first got the Simplisafe in 2014, and initially it's monitoring was poor. I live smack dab in a large metro, but for some reason cell reception where I am sucks. 

I called to tell Simplisafe about it, and they sent out a Verizon module back in 2014, ever since the unit worked great. 

Well along comes the 2G sunset, and I've swapped the module out and I'm back to the same poor reception. I have a feeling that Verizon isn't as big in this area as it used to be. So I've called to get a T-Mobile/AT&T cellular module, and tech support keeps telling me that they can't provide it.

Has anyone had any luck with the 4G Verizon module? 

I'm back on the old 2G module and it's back for now.

Thanks!

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.

Community Admin

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2.9K Messages

6 m ago

Hi Jake,

 

Considering how your 2G module is already on Verizon (and is still working!), I'm inclined to think that the issue is that your 4G module had not yet been successfully activated. But we'd need our Support team to look into your account to verify.

 

We do want to troubleshoot your existing module first, since you already have it. But I can also authorize an AT&T SIM for you if necessary.

 

Some questions that might help with getting this resolved:

  • Do you have a SimpliSafe Original, or a Gen 3 system? If so, have we already talked to you about an upgrade?
  • What symptoms are you seeing that indicate poor connectivity? Error messages in the SimpliSafe app? The "No Link to Dispatch" message?

7 Messages

@davey_d​ 

Hello Davey, I have an original Simplisafe which was ordered in 2014. Both times the techs suggested a free upgrade to Gen 3, I'd rather just stay with what I have.

It seems like no matter where I put the base station, initially I get an indication of power loss, but then after that, when I arm it for the first time after the battery removal and reset, I get a no link to dispatcher.

When I replaced the module the first time, I got a congratulations e-mail from Simplisafe, so I'm not sure if it was activated or not. 

I asked the support staff on the phone about a different cellular module, specifically a non verizon AT&T/T-Mobile branded cell module. One said it wasn't possible. The other said it wasn't possible in my area.

I like the current setup because I know it, it's foibles, and I've come to expect how it works, it'd be a shame to toss the whole thing in the garbage just because a simple cellular signal strength issue.

Thank you for helping me with this!

Community Admin

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2.9K Messages

Thanks for the info! Our Support team attempted to reach out today to get this figured out, but we weren't able to reach you. We'll try again - please keep an ear out!

Advocate

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417 Messages

@jake_7

Both times the techs suggested a free upgrade to Gen 3, I'd rather just stay with what I have.

I have to ask why not? Given that you have poor cellular reception where you are, by your own admission, are you not interested in having wi-fi back up? I'm not throwing shade or judging, just curious.

7 Messages

5 m ago

Hiya Davey,

So I missed those two calls, I called back on Wednesday, and talked to Steve. He told me to read off the sim card serial number so he could clean up the records and make sure it was bound to the right base station.

Unfortunately I had the old module still in the unit, and he told me it needed to be done with the new module in the unit and didn't want to wait around for me to swap it out. I called back a while later.

I then spoke to Leah, she made sure the correct serial numbers were updated. I removed the batteries several times. I even placed the simplisafe on a trash can out in my driveway. She still couldn't see the registration of the new module.

She suggested we wait a while. We waited a full day. And yes on the test arming, those signals zapped immediately back to the monitoring service. 

Now unfortunately when I'm arming it, I'm getting no link to dispatcher again.

Keep in mind, I don't live in Fish Head Saskatchewan, or some remote location in the boonies, I'm smack dab in the center of the third largest metropolitan area in the country!

Does the monitoring company have any tech support which know the finer nuanced points of Cellular protocols and troubleshooting?

Community Admin

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2.9K Messages

@jake_7​ thanks for the update!

The Monitoring team literally only knows about dispatch - i.e. handling your emergency calls. So they wouldn't be the right avenue for this. Our higher-tier Support (the team I mentioned who were attempting to reach out to you) would be the best bet.

But you know what, based one what you've said, I think there just might be something wrong with that model in particular. I'll send you a DM about getting you a new one.

2 Messages

I'm in the same boat. Tried swapping to the 4G Verizon module today. No link to dispatch message. I moved the base station outside and still no luck. I'm also in a pretty good Verizon coverage area. 

Swapped back to the old 2G module and it worked immediately. I did notice the old module has a red flashing light, however there is no light on the new module - unless there is and the module is just bad. 

I do have a feeling the module may have been damaged in shipment. The screws were protruding out of the anti-static bag the module was in, which tells me the package may have been crushed. 

I'll try to reach out to support tomorrow unless you can help me here. 

Thanks!

Community Admin

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2.9K Messages

Hi @mimistry,

 

Do you also have an Original SimpliSafe?

 

If the red light is on the module itself, that means the module is attempting to send data. So if it's blinking continuously, it means it's struggling. But it's a good sign if it's only blinking once in a while.

 

If you have time (or rather, if you're going to be home for a few hours, so you don't need to arm your system), I would recommend just leaving the new module in the Base Station. It might just need to take its time attempting to establish a link.

 

But yes, the next step would also be to try a replacement unit.

2 Messages

Hi @davey_d​,

Yes, I have the original Simplisafe like Jake.

The red light was on the old 2G module. It would flash occasionally but I had no issues with data connectivity. 

The new module does not have a red light so I don't know if it's attempting to communicate. Unless the module is bad and is supposed to have a red light. 
Yesterday, I let the unit sit with the new module installed for 2 hours near a window. No connectivity. 

3 Messages

5 m ago

I have a similar issue.  I had SS3 though, so the module should have swapped seemlessly, but has been unable to connect to the dispatch center since replaced over 48 hours ago.  Support has not been able to resolve this problem.

3 Messages

@jj4th​ Simplisafe has now decided to send out a new base station, we'll see how that goes!

3 Messages

New base station seems to be working... after I added it to my WiFi.  Old base station wouldn't connect to WiFi so small win there I guess.  I don't particularly like having the device on my WiFi though.

Community Admin

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2.9K Messages

Hi @jj4th ,

Yep, so we do recommend having the WiFi connected since it can take over when the cell is not working (and vice versa). But even without it, the cell service should be able to work on its own.

If you disable the WiFi (by removing it in the WiFi section of the Keypad Menu), the cell service should be active.

7 Messages

5 m ago

Hiya Davey,

Hey Davey,

What is a DM? Direct mail? I haven't received any e-mails or communication.

Is the LED on the Cellular module or the SimpliSafe itself? I remember seeing a red LED the last time I had it open ages ago, but now haven't seen anything!

Thank you!

Jake

Community Admin

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2.9K Messages

@jake_7​ a direct message, our private messaging system on this Community.

You did find it eventually, but for anyone else wondering, you can access Direct Messages through the square speech bubble 💬 on the top right of the screen.

7 Messages

@davey_d​ 

Hiya Davey, I should have sent you my address, but I can't find the private message console any longer. Were you able to get my address? I haven't heard anything since I provided it. 

Thank you,

Jake

7 Messages

Hiya Davey, I received the shipping label from you. I can't seem to see DMs unless I log in twice, I have to log into community support first, then I have to post a message, authenticate, then I see private messages! 

Community Admin

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2.9K Messages

That is very strange. You should only need to log in the one time, though it's possible that you might need to refresh when you get back to the main Community page. But I'll report it to our dev team.

7 Messages

5 m ago

Hiya Davey,

The new cellular module seems to be working much better than the original one shipped. I noticed on the PCB that the revision was newer too. In any event since updating my SIM with simplisafe it has worked well. 

There is about a FULL DAY of no connectivity after you have SimpliSafe register your new SIM's serial with the monitoring service. It somehow bounces around in either Verizon's network while it's being activated. 

In any event I think we're OK now, I appreciate you going the extra mile in helping me!

3 Messages

3 m ago

Can someone confirm if getting a Tmobile SIM is an option for the new cellular module (for SS3)? I clicked to order the new cellular module, but then noticed on the order confirmation email that it referenced Verizon.

I called to ask for a Tmobile version, and she ended up sending me a SIM for AT&T. Unfortunately, Verizon and AT&T don't work where my home is, however Tmobile is rock solid.

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