4 Messages
Support cannot explain a false alarm
Around 8PM on 5/29 I disconnected our alarm system from the power and removed its batteries. I packed the last box and we left that home for the final time.
The next morning I hear from old our neighbor that around 10PM the police responded to the home. I think that is peculiar luck and not much more of it.
Today I received a letter from the city informing me they responded to a false alarm on 5/29 at 10:30PM and due to a false alarm problem in my city this will be my first and only warning.
I happen to work for the city and I pull the dispatch logs. At 10:28PM SimpliSafe calls the dispatcher center reporting my kitchen panic button was pressed. Police response time was 90 seconds, so that's neat.. However, they found an empty home.
The problem
SimpliSafe website and app shows no record of an alarm. I never received a text or phone call about the alarm, neither did the other number on my account. I called the SimpliSafe support phone number and the rep told me the only thing he sees is the power outage on the 29th and he saw no indication of an alarm.
1. I would assume the panic button was pressed while I was throwing stuff around in a box, but with power removed I don't see how a signal would be sent.
2. Why was there and is there zero evidence of an alarm?
emily_s
Community Admin
•
3.3K Messages
3 months ago
Hi @Tharkon,
The Base Station has its own rechargeable batteries that can keep it running for a day. So even when the Base Station is unplugged (or there is a power outage at your home,) it can continue to communicate with your other SimpliSafe sensors and trigger an alarm until its battery runs out.
It could be that a Panic Button was pressed, and the Base Station still had battery power so it could send the signal out to our monitoring center. And if a Panic Button is set to Silent Alarm, our monitoring center will request for the dispatch of emergency services without calling you or sending an alarm text. If your Panic Button is configured to that setting, that would explain why you were not notified.
I have also forwarded your case details to our escalated Support team to look into. A senior agent will reach out to you soon to help, so please keep an ear out for their call.
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