99 Messages
Cellular backup not working on newly replaced base station - chat support couldn’t fix
I thought I’d post this here and hope an admin reads it and can help. Two days ago I replaced my base station with a replacement SS sent me in response to an issue with my old one. The transfer did not go smoothly and I had to manually add all my devices and name them again. Ultimately, got it connected to WiFi and updated firmware. Problem is that the cellular backup isn’t working at all. The cell diagnostics menu in the keypad settings shows status as “Init”, RSSI as 0db, and IP address as 0.0.0.0. Chatted with support multiple times. Did all the standard troubleshooting they suggested: reset base by cutting all power for 3 minutes, moving base to other parts of house and near windows (signal not the issue; our Verizon phones have adequate signal as did old base). They even had me unscrew the cellular module, rotate it to twist the wires and screw back in. Not sure what that was supposed to accomplish. They even suggested to make sure to check vpn and firewall settings of my home internet. Don’t see how that is relevant for the base’s cellar connection which is independent of that. Ultimately, chat support said that I did all the available troubleshooting, sorry it didn’t help, and to call in for more help. Didn’t even offer to escalate my case for me. I asked that my case be escalated to a technical specialist or engineer to please call or email me. Was told my request would be forwarded to internal team. Haven’t been contacted yet. I’ve been checking cell diagnostics menu several times a day and it’s stuck at what I mentioned earlier. I’m hoping the admin here can have someone look into why this cellular module refuses to activate and connect to the cell network. Perhaps it’s locked or blocked or not properly assigned to my paid plan or needs to be reprovisioned. I can’t justify paying for cellular backup that doesn’t work. Thank you.
captain11
6.7K Messages
3 months ago
@Boring_Joe Frustrating even for someone not involved in this event to be frustrated (aka me) that the agent didn't offer a callback with a technical specialist. Years ago we gave our daughter and son-in-law a SS3 system as a house warming gift and the comm board two months later had to be swapped. No signal so no cell backup and when they called they described as "talking to a 2x4). I called, asked the agent to read their notes on the account, agreed troubleshooting occurred and I politely but firmly asked for a tech specialist. Call was escalated to 2nd level support and a VZ module was shipped. Swapped out issue solved. a
SS, how about an assist here?
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SimpliSafe_Jordan
Community Admin
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193 Messages
3 months ago
Hey @Boring_Joe thank you for sharing what is going on including all of the steps you've taken. I'm escalating this case to our support teams to see what we can do on the backend. Please hang tight while we investigate.
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prberg2
17 Messages
3 months ago
Thanks for posting this. I have a similar problem, where my base station will not connect to the cellular network. We tried a bunch of troubleshooting, but couldn't get it going. This has happened in the past and I'm on my 3rd base station. My system was working.. and then just one day won't connect to the cell network. Frustrating.
I'd love to hear if you get it resolved and what the fix was. Thanks.
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spmmthca5
2 Messages
2 days ago
I was scrolling through the menu on the keypad and found, under cell Status
:disconnected, RSSI :-79 db , Carrier Verizon (whichis not my carrier), Network: home. So I guess I have the same basic problem. No cell backup. Do I need to have a separate line through my carrier for the base station? I spent over an hour on chat resetting everything to no avail. They are sending a new base station but it sounds like that is not the issue. I will keep checking this post.
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spmmthca5
2 Messages
2 days ago
Same problem here. They are sending a new Base Station but it does not sound like that is the problem. Do we need to have a separate cell line with our carrier to our base station?
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