10 Messages
Base Station Unable to Connect to SimpliSafe
Hello All;
I have been unable to update my SimpliSafe system as my base station will not connect to SimpliSafe.
I spent ~ 2 hours last Saturday on the phone with tech support who ultimately were going to push an update to me. They said I'd see a gear icon on my
keypad but it never arrived.
My Wifi network sees the Base station as being connected to my network.
The base station is ~ 15 feet from the Wifi router. Tech support asked me to move it closer, which I did-when it was 2 inches from the router, it still could not connect to SimpliSafe.
We also did all the power cycle drills as well.
And ideas what to try next?
Thanks in advance for your help.
Bill
I have been unable to update my SimpliSafe system as my base station will not connect to SimpliSafe.
I spent ~ 2 hours last Saturday on the phone with tech support who ultimately were going to push an update to me. They said I'd see a gear icon on my
keypad but it never arrived.
My Wifi network sees the Base station as being connected to my network.
The base station is ~ 15 feet from the Wifi router. Tech support asked me to move it closer, which I did-when it was 2 inches from the router, it still could not connect to SimpliSafe.
We also did all the power cycle drills as well.
And ideas what to try next?
Thanks in advance for your help.
Bill
Official Solution
davey_d
Community Admin
•
5.7K Messages
3 years ago
We're in a little bit of a conundrum here because in order for the Base Station to update, it needs to be connected to WiFi - which is the very same thing that's having trouble.
But looking into your account, I spotted an issue that might be related. I've created a call ticket with a senior Specialist to get this figured out!
- Davey D.
Community Development Manager
SimpliSafe Home Security
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worthing
742 Messages
3 years ago
Any chance your router has quarantined or otherwise locked down your SimpliSafe base unit from talking to the internet? In that instance it would still show as connected to WiFi but it couldn't get anywhere outside of your network.
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wjennis3
10 Messages
3 years ago
I'm using an Xfinity Wifi gateway. How would I know if the router has quarantied or locked down the base unit?
I'm not a computer expert but when I look at what's connected to the wifi network through the xfinity website it shows the base station without any other technical jargon that would indicate any special conditions.
I'm arranging a call back with a specialist from SimpliSafe-he contacted me but I have to find several hours to devote to this problem.
Thanks.
Bill
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captain11
Captain
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6.2K Messages
3 years ago
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wjennis3
10 Messages
3 years ago
I did that a few weekends ago and burned 2 hours without the problem being fixed, which is why I posted here.
Thankfully, it seems the company monitors the forum and someone from SimpliSafe called and then emailed me.
I've emailed them back and we'll setup a call when I have a block of time.
Thanks for your help.
Bill
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worthing
742 Messages
3 years ago
I don't have that hardware but take a look at this article:
https://www.xfinity.com/support/articles/personalize-customize-hnetwork-xfi
It's unlikely this is the cause, by the way, but it's definitely worth checking.
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gla2phxgmailcom
1 Message
3 years ago
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werwulf
8 Messages
3 years ago
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goodbyeluna
1 Message
3 years ago
I had a similar issue that was resolved today. The customer support tech directed me to turn the base station off. Unplug the power cord from the bottom of the base station, then unscrew the single screw that is exposed. Open the bottom of the base station and you will find 4 rechargeable batteries. Remove one battery. Plug the power cord back into the base (with the remaining batteries exposed. Using your SimpliSafe keypad, connect to the WiFi. You will need to enter your password on the keypad. I was able to connect to my WiFi immediately. Once the Wifi is connected, remove the power cord again and replace the remaining battery. Screw the bottom back onto the base station and plug the power cord back in. You're good to go.
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mbercholc
1 Message
1 year ago
I spoke with several customer service agents, spent hours on the phone. None of them was able to get my base connected to WIFI.
They replaced base, cameras ,etc. Does not work, please help.
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Cory_Hulet
9 Messages
11 months ago
Having the same issue as the OP. I followed the steps to reboot my base station and it didn't help. App will still not connect to the base station. Keypad is on the wireless.
Base station originally connected to the 2.4 once and then failed during the "securing your connection" step. It has not been able to find the wireless since then - even after the reboot as described above.
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avagrigg
1 Message
8 months ago
I've done everything in this thread and the base station still does not work. Should I get a new one?
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kjcols
1 Message
8 months ago
I had the same thing happen and unplugged the base station and replugged it in then the unit was able to connect to base station
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markmajoris
3 Messages
2 months ago
I am at my wits end. I purchased SimpliSafe for my mom’s house.
It worked great for 3 months and then I received a text saying it could not connect to the dispatch unit. The cameras worked but I couldn’t send or change any settings on the base station using the app or keypad. I tried everything from removing the batteries, unplugging the modem/ router, triple checking the Wi-Fi password to finally getting a new base station. The new base station still wouldn’t work so I was told to bring the outdoor cameras, keypad and new base station and place it within 5 feet of my Xfinity modem/ router model XB6. It still wouldn’t connect to the Wi-Fi so once again they escalated it up the chain of command to get a Wi-Fi extender. The technician believed that it had a problem staying on 2.4 GHZ and maybe the extender could lock it in. Once again I got my hopes up, but not for long. The extender didn’t work. Finally the technician said it must be my internet provider or the modem. That was yesterday and my mom still has no working security system. Any advice would be very very much appreciated.
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