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Sat, Jun 5, 2021 2:44 AM

Cameras go OFFLINE and there is no notification or alert

I rely on the system to alert me when anything in the system is not functioning properly.
I recently looked at my cameras via the phone app and the web app and, to my surprise, I found there was no connection to any of my 3 cameras.
After rebooting the cameras they came back online and all is working now.

The problem is that I received NO NOTIFICATION or ALERT that the cameras had lost connectivity.
I review my TIMEMLINE and found that the cameras were listed with the "Motion Detected" listings in the Timeline but when I selected the video, the video was unable to view.

According to the timeline, I found that I had lost connectivity between 6/1/2021 at 7:55 pm and 9:03 pm. Yet, no notification or alert was sent to me.

I contacted Support via phone and after being on the phone for 1 hour and 40 min, and I was told that if I lose connectivity to my cameras, I WILL NOT BE NOTIFIED. That's how they work, was the explanation. I was told I should check the cameras, now and then, to see they are working. Well, I would like to know my cameras are working all the time, so to apply that reasoning, I would have to check my cameras every minute to ensure they are working.

WHAT? This is unacceptable and negligent on behalf of SimpliSafe.

I subscribe to monitoring and I allow them to view the cameras if I have an intrusion.

I have been a customer for several years and I have purchased 4 systems.

Yes, all of my settings are set correctly. There is no way to get a notification or alert from a connectivity issue with cameras.

Users, BEWARE.
Shame on you, SimpliSafe

Community Admin

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2.9K Messages

1 y ago

Hi SteveJLasVegas,

So sorry to hear about your experience. To confirm, yes, there wouldn't be any immediate indication if your camera had lost its connection. That's because the camera isn't actually connected and using up your network all the time - only when you initiate a live view from the app, or whenever the camera is triggered and needs to send a video.

But of course, if the camera is always able to complete the connection, then you wouldn't get any error messages at all. So we should be troubleshooting that connection (that is, the connection between your camera and our website, via your home's WiFi). You might have already done that over the phone, but let us know if you're interested and we can put you in touch with one of our Specialists over the phone to go through some further troubleshooting.

- Johnny M.
SimpliSafe Home Security