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Wed, Oct 28, 2020 4:58 AM

WHY IS SIMPLISAFE DOWN

Apparently the whole system is down.  Camera's blinking, slow response to arming.  No response on the customer service phones.  What gives?  Is anyone else having this issue?

4 Messages

Il y a 2 y

Mobile app down. Cameras keep announcing that there is a connectivity issue and to go to troubleshooting. No access to system through web or mobile app so how do I get to trouble shooting???. Says I have no protected locations? WTF??? Been on hold for 20 minutes so far. ????
Same situation here wtf??? The app is asking me to set up a new system or camera and all previous records are gone?!

Logged in via web account and all basic function are locked, with a warning sign asking me to troubleshoot and yet it keeps giving me error messages.

I thought it is supposed to be a decent 24/7 monitoring service!

We need a proper explanation about what's happening and whether there was a security breach in the server or something.

1 Message

Il y a 2 y

Mobile app down. Cameras keep announcing that there is a connectivity issue and to go to troubleshooting. No access to system through web or mobile app so how do I get to trouble shooting???. Says I have no protected locations? WTF??? Been on hold for 20 minutes so far. ????

same here...frustrating

4 Messages

Il y a 2 y

I DON'T THINK SO JOHNNY!

"On October 28th, 2020 Johnny M. says:
Hi everyone!

We sincerely apologize for the issues you experienced. We want to first assure you that monitoring services were not affected. However the issue did impact camera and app functionality, which are important pieces of our service, and that is unacceptable. We will also be evaluating our internal procedures to ensure communication around these events is improved.

In terms of the affected functionality, everything should have returned to normal several hours ago, but if you are still experiencing issues please try power cycling your cameras, and if that does not resolve it you can reach out to us at customer-support@simplisafe.com or over the phone at 1-800-548-9508.

- Johnny M.
SimpliSafe Home Security"

Waited 25 minutes on hold to be told everything is down. Systems are not connected to monitoring locations and will only alarm locally (i.e. base station and any attached sirens) no police or fire coming. "Just hold tight" was what I was told. I asked for a credit & was told that they would give me some free months. I will update my post IF and WHEN that happens. >:(

1 Message

Il y a 2 y

Same situation here.  Called support but gave up after a half hour on hold.

1 Message

Il y a 2 y

Same, this is not good

1 Message

Il y a 2 y

Called and the recording says they are aware of an issue affecting customers and they are working on a solution as fast as they can. Seems kind of shoddy for them to be going down this often. :(

1 Message

Il y a 2 y

Camera keeps sending notifications of motion when there is no motion. Can't log into app. Wants me to set up new system.

Il y a 2 y

Same here.  This is completely unacceptable.  Couldn't reach anyone in customer service.  Mobile app down.  I have little to no faith in them as this is clearly a recurring problem.

Il y a 2 y

I totally agree. I got through to an agent who said they have a system wide outage and will notify me when back online. WHY IN THE HECK didn't they notify us when it went offline? Come on, be transparent send out a note to your userbase "hey everyone we have an issue, hang tight, just so you know in case you are trying to arm your system."

I do not like that at all. You have to tell the paying people what's up.

4 Messages

You are exactly right. A simple (no pun intended) message to their client base would have been the smart thing to do. This has happened several times since last fall. I complained and was told I would get "free months" for the inconvenience and lost coverage. As the good folks in Missouri would say: SHOW ME!

4 Messages

Il y a 2 y

My system and app is back up as of 8:00pm Eastern

Community Admin

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469 Messages

Il y a 2 y

Hi all,

Last Friday evening there was an interruption, for about two hours, to our account services that lead to many users' inability to use the SimpliSafe app or to manage their accounts through SimpliSafe.com. While our monitoring services were unaffected during this period and alarms were still able to be responded to, we understand that this is an area in which we have fallen short of the expectations that we, ourselves, and our customers hold us to. Know that while our first priority is keeping our services up and running to ensure the safety of all of our customers' homes, we are working on our processes for notifying our customers in the future.

As this issue was resolved shortly on Friday, any customers who are having issues should contact our Support Team to troubleshoot their specific issues. Support can be reached at Customer-Support@SimpliSafe.com or by phone at 1-800-548-9508 from 8 AM to Midnight ET, 7 days a week.

SimpliSafe Social Team
SimpliSafe Home Security