del_esq's profile

Tue, May 10, 2022 11:49 PM

No connection to dispatch after installing 4g cellular module

I have already called support and went through troubleshooting. Simplisafe support contacted Verizon and said it will take 2 hours to synchronize the new module. It has been 5 hours now and still no connection to dispatch. Any suggestions at this point?

Community Admin

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2.9K Messages

3 m ago

@del_esq sorry to hear about this. Assuming we've already done the standard troubleshooting (e.g. making sure that your Base Station is in a good spot to receive signal, and rebooting to force it to reestablish the connection), there might just be something wrong with the module you were sent - so we might need to send a replacement. Please give us a call again and we'll get you connected ASAP.

4 Messages

@davey_d​  I have called back and now I am told my base station isn't strong enough to hold a 4g connection and that I need to upgrade.  Why did they send it to me to upgrade if they knew it wasn't going to work for me.  Very frustrating

4 Messages

I was able to talk to a supervisor, and they took care of it.

Community Admin

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2.9K Messages

Thanks for the update! I'm not sure what was meant there, but it is possible that the new Base Station will perform better connection-wise. 

But if you mean that you've agreed to upgrade from the SimpliSafe Original to Gen 3, then I'm glad you took us up on the offer! The latest gen is a big improvement, overall.