Constant connection issues. Functionally useless

I've had a Simplisafe system since December 23 when we moved house. It's a condition of the house insurance that there's a working camera and alarm system.

However, Simplisafe constantly disconnects and refuses to reconnect the wired indoor cameras and the ourdoor wireless cameras are so slow to connect most of the time that anything they detect has long gone.

I'm now struggling with daily disconnection issues despite the internet working for every other device and no changes made to the config.

It's got to the stage where I'm considering cutting my losses, binning (literally) the system and getting something else. I now understand why there are so many systems on eBay.

Has anyone else successfully managed to get the system working correctly for any length of time?

Their billing software seems to take my monthly fee OK though.

Here's a collection of the frequent error screens I see several times daily.

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marcusstafford

4 Messages

6 days ago

And of course no reponses from Simplisafe. Trying to get hold of someone who doesn't parrot the useless help section is impossible.

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marcusstafford

4 Messages

6 days ago

Here's some more regular messages. It seems impossible to get these cameras connected. It's taken cost me days so far without any success.

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marcusstafford

4 Messages

6 days ago

And now the 24/7 support is not available. It's like a new comedy show.

(edited)

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Sav_SS

Community Admin

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65 Messages

Hi Marcus,

Thank you for taking the time to share your experience. I’m really sorry to hear about the frustration you’ve been having with your system and cameras. We know how important it is to have a reliable security setup, especially when it’s linked to your home insurance, and we want to help get this resolved.

From what you’ve described, the disconnections and delays are most likely linked to the strength and stability of the internet connection your cameras are receiving. While your broadband may work fine for other devices, our cameras require consistent upload speeds (atleast 4mpbs per camera) and a strong signal at the installation point. If either is below what’s needed, it can cause the sort of connectivity issues you’re seeing.

To get you the right support quickly:

In the UK, our Live Chat is available Monday–Friday, 9am–5:30pm. Our Call Centre is also open Monday–Friday, 9am–7pm and weekends 9am–5:30pm.
If you’ve been directed to the US Help Centre by mistake, that could be why you’ve seen references to 24/7 live chat. To make sure you’re in the right place, please select the globe icon (top right on desktop, or bottom of the menu on mobile) to switch to the UK site.

We’d really like to work with you directly to troubleshoot the camera connectivity and explore ways to improve the signal. Please do reach out to our UK Support team at your earliest convenience if you haven't already done so and we’ll make sure you get connected with a specialist who can walk through next steps and get your system performing the way it should.

Thank you again for flagging this with us, and we hope to turn your experience around soon.

The SimpliSafe Team

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4 days ago

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marcusstafford

Constant connection issues. Functionally useless

marcusstafford

marcusstafford

marcusstafford

Sav_SS

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marcusstafford

Constant connection issues. Functionally useless

marcusstafford

marcusstafford

marcusstafford

Sav_SS

New to the Community? Get started by reading our Welcome Article and please be sure to review our Community Guidelines before posting.

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