Base keeps dropping off WiFi

@guiip35​ Did check for updates and am current.  It is as if the system is forgetting the wi-fi password at random.

Yes, the system will ask you to log in using the keypad for the WiFi password, only to disconnect and forget the password in a matter of hours or minutes.  It's still going on over a year later in 2024.

Same issue.... it's not minutes but happens once a month and then when I enter the right password it never works until I get home. This is REALLY starting to get on my nerves! Fix it already

@kn6ll​ When was the last time you updated your Base Station's firmware? Firmware 2.16 includes improvements to Wi-Fi stability, so if you have not updated your system to this version I would recommend updating it soon.

Setting up a separate guest network locked at 2.4GHz for your SimpliSafe devices only can help free up bandwidth and improve the Base Station's Wi-Fi connection. 

@40BR​ I doubt this is related to your broadband provider. Sounds like the system has got itself in a twist.

I've also had some weird issue of the keypad saying it has lost contact with the dispatch center - which is extremely concerning - and STILL there are no alerts in my app, and nobody at the other end seems to notice either.

The lack of integration between the hodge-podge of components that make up this system is extremely frustrating. Not least because it makes troubleshooting anything so difficult. If it was not for the fact that monitored services where I live are few and far between I would just bin the whole thing and chalk it up to a bad experience.

This aside - have you tried power cycling the base station? in the past when I have had problems with the base station to the point simple power cycles doesn't help, I've actually ended up removing the battery, waiting a few minutes, and then putting it all back together again. This can be accessed from the panel at the bottom. May be worth a try, but this is just anecdotal in my case, but it did help me - your milage may vary so do whatever you're comfortable with :) If in doubt, raise a ticket!

As it has battery backup, removing the mains isn't enough to give it a full kick - but this fixed my issue of settings not being updated (though once again, it was not obvious from the app until i was trying to change something, so i had no idea my base station had been misbehaving)

Hi there, 

The Base Station and your cameras do connect to the WiFi separately, so if you're having trouble with your Base Station, we're troubleshooting just that component specifically.

@40BR when you changed provider, did you also change your WiFi router? If so, then you likely have a new WiFi name and password, and your Base Station won't switch over automatically. You'll have to reconnect it through the Keypad, under Menu > System Settings > WiFi.

If the Base Station is failing to maintain a connection with a WiFi network that hasn't changed, then yes, a Base Station Reset can work. As @guiip35 says, it involves shutting down the Base Station completely, including taking out the backup batteries. Just like rebooting a computer, that will force the Base Station to restart its software, clear its temp memory, and relink with all connections.

And @guiip35 you mention the "No Link to Dispatch" message. That means that your Base Station has lost connection with the Monitoring Service (either through the built-in cellular connection, or your home's WiFi). The Base Station checks in with the service once a day, and if it doesn't receive that signal, that's when you would get a warning email.

@CekayF​ There's a few different things we can try to troubleshoot this. First, how far away is the Base Station from your WiFi router? It may help to bring them closer together. I would also recommend setting up a Guest WiFi network running a 2.4GHz band and only connect your SimpliSafe devices to it. 

@CekayF​ They've already lost me as a customer.  Do yourself a favor and get yourself a DIY system that has a direct Ethernet connection to the hub or base station.  It can be a hassle depend on where your router or switch is located, but the performance is so much better.  Not just with base station connectivity but also with live camera streaming.

@elizabethcrook01​ assuming that you have a Gen 3 Base Station (you can tell just by looking at the Base Station) then you already have the latest version of the hardware.

The firmware updates keep the Base Station up-to-date with the latest features and bug fixes.

From what you describe though, something unusual is going on with your network. It shouldn't matter where you set the WiFi - either through the SimpliSafe app or your system's Keypad - they're controlling the same setting in the Base Station. So the WiFi network saved in it should be sticking.

Meanwhile, your cameras should all connect to your WiFi separately, regardless of whether or not your Base Station is connected.

I would suggest contacting our Support team, if you haven't already. They can take you through troubleshooting steps to get both your Base Station and cameras online. Or if not, we can send you replacements for anything that isn't working properly!

Same issue here...

@gregburger​ I see that you connected with our Support team, and they were able to help get your Base Station reconnected to Wi-Fi. If anything changes and this issue comes up again, please let us know and we can help troubleshoot further.

@elizabethcrook01​ They've already lost me as a customer.  Do yourself a favor and get yourself a DIY system that has a direct Ethernet connection to the hub or base station.  It can be a hassle depend on where your router or switch is located, but the performance is so much better.  Not just with base station connectivity but also with live camera streaming.

@Ssjonker​ I have some great news. Base Station firmware 2.16 might be able to resolve your issue. Head over to this post to learn more!

@Ssjonker​ They've already lost me as a customer.  Do yourself a favor and get yourself a DIY system that has a direct Ethernet connection to the hub or base station.  It can be a hassle depend on where your router or switch is located, but the performance is so much better.  Not just with base station connectivity but also with live camera streaming.

@lance843​ That's a very fair question.  I still have my equipment and hopefully they will fix the issue someday.  Being frustrated with a company that basically junked $400 worth of equipment is not bashing them.