Customer support sucks

@lcont glad to see that last line of your post.  BTW, before you bail, news article on Friday that SS is expanding its new Richmond facility by 3+ million ot add agents and create a new monitoring center.  That said, I am sure SS will climb out of its latest hole.

Is there anyting someone here in the fourms can do to assist the issue you are currently having?

same problem here , been holding on the phone now for currently 59 minutes to change my monitoring plan and have not talked to a human yet , guess i get to spend my only day off dealing with this. why cant i just take care of this online instead of having to call ???
monitoring service seems good , i had one alarm Triger so far and they called me in like 10 seconds but this customer service is ridiculously bad

Same here. My alarm is "alarming" and have been on hold for an hour waiting for someone to clear it. It isn't alarming, and I'm not home. I've been a customer for 5 years and this is getting old. Love the product and customer service is helpful once they connect. Just hate the wait times.

Any detials you can post that possibly someone here in the forums can assist with?

@Tar Heel sorry it was a no go but according to Johnny M you should have access. Possibly he will post here later today.

Sorry I stepped away. That's what I thought too, but no one seemed to be able to do it for me, and I can't get it to cooperate either.

Hi Tar Heel,

If you're not able to use the app to control your system, and our Support agents aren't able to either, then it's very likely that your Base Station at the location is experiencing some connectivity issues.

Just to clarify, our agents aren't able to 'reset' your system, i.e. force it to reboot. Since usually the only thing that would require that would be connectivity issues - so we wouldn't be able to reach your system in the first place.
With your permission, however, Support can change your settings, or arm and disarm the alarm.

You also mention that you might be getting a notification for a recent alarm on your app? That only indicates that there's been an alarm event at some point, not that there's currently one happening. You can just dismiss it.

rehomeless,

Unfortunately, canceling, downgrading, or any action that would decrease your level of security, requires us to verbally verify your Safe Word passcode over the phone. Apologies for the long wait, but if you stay on the line, they can get you sorted in just a couple of minutes!

- Johnny M.
SimpliSafe Home Security