88 Messages
Cellular connection drops randomly
I’ve noticed that sometimes, the cellular backup will fail and as a result the base station will not send alarm triggered events or any other alerts.
For example, tonight, I put the system in test mode and did not receive a phone call from monitoring or any alerts, text or push, to any of my registered phones. I checked diagnostics in system settings on keypad and it showed the cellular connect status as “Init” and an 85 db signal strength. That’s 85 not -85. 85 is very weak basically no signal. At the same time one of the phones in the house that uses the same AT&T network showed good signal. When cellular connection is working normally shows -75 db signal approximately.
This is not the first time that I’ve seen the cellular connection fail. Problem is that the base or keypad doesn’t log or beep every time cellular is lost. I only catch it if I’m checking diagnostics, or situations like test mode or an actual alarm event. So the cellular may be not working more often than I’m aware.
I have Wi-Fi connection disabled due to the fact that the base station is unaware when the cable internet is disconnected (cut) and therefore doesn’t quickly transition to using cellular. Disconnecting the base from wifi ensures that the cellular connection is used right away. However, it appears that the SimpliSafe cellular connection is not reliable. That is unacceptable in a home security burglar alarm system.
Is SimpliSafe Engineering aware of the random cellular connection failures and are they working on a fix? FYI, I had a previous Gen3 system that I returned that had the same issues, so I doubt it’s an isolated incident. I also think that most people have their systems connected to both Wi-Fi and cellular and are unaware of the cellular issues. Does the system continuously monitor the cellular connection and send any alerts over Wi-Fi when it’s not working?
captain11
Captain
•
6.1K Messages
1 year ago
@Boring_Joe Recommend you call SS support, desribed the situation briefly and ask, up front, for a senior technician call you at a mutually agreed upon time. My base, connected to Google WIFI to a Verizon 5G Home Broadband router, is extremely reliable and, in the rare event my internet connection drops, cell works. I have a Verizon comm card in the base and it performs like clockwork, including in my biweekly tests. Within my own personal user group (8 of us of the almost 40 I have placed), no one is reporting this behavior - luckily all early risers like me :-)
After you do have that conversation with tech support, it will be appreciated if you could post your outcome here.
Thanks!
(edited)
0
0
emily_s
Community Admin
•
3.3K Messages
1 year ago
@Boring_Joe Usually when the Base Station loses its cellular connection, it is due to the cell tower that provides the signal. However, since you mentioned that your Base Station periodically loses its connection, there could be something else causing this. I've forwarded your case to our escalated Support team so we can get this resolved as soon as possible. A Senior Specialist will reach out to you soon, so keep an ear out for their call!
0