6 Messages
SimpliSafe software infrastructure needs to up its game
This is a rant, but I'm a long time SimpliSafe user, and I just spent 1 hr and 4 min on the phone with SimpliSafe support to get my system running again. How it began, I got an alert on my phone that my SimpliSafe system had lost its WiFi connection. Strange because everything else on my internet and WiFi network is stable and working well, and the SimpliSafe base station is sitting on the shelf 2 ft from my WiFi router where it has always been.
1st issue, getting back on WiFi. Call support. They tell me to go to WiFi setting on my keypad, and I find that my base station had lost or deleted my WiFi password. I use a long complex password so I tried copy/paste into the system settings in the iPhone app. Didn't work. Entered the same password on the keypad (PAin/FulL!!!), worked.
2nd issue, tech tells me software updates need to be applied both on their end and mine. I wait on hold for 45 minutes while the SimpliSafe servers are updated. This is unacceptable, server side updates should be invisible to the user. Then I needed to apply updates to both my base station and my two keypads, another 5 minutes. Finally, systems is running with no error messages.
This isn't the first time my system has stopped functioning and the fix was a service call and obligatory software update.
Problems:
- Never did get an explanation for why my base station lost my WiFi credentials. Should not have happened.
- SimpliSafe needs to fix its app so a WiFI password can be entered through the app. Better still, work with Apple to enable "Share my WiFi password".
- Server side updates need to be invisible to users. Unacceptable to require a customer to hold on the phone for 45 minutes while SimpliSafe updates its servers.
- Software updates need to be downward compatible. Unacceptable to break system functionality because an update hasn't been applied yet.
- Need a better mechanism to inform users when updates are available. I have notifications enabled on my iPhone. First indication that a software update was available was the notification saying "Your SimpliSafe system has lost its WiFi connection." Never got a "Software updates available" message. I checked.
Not a happy customer :(
mvazquez71
3 Messages
15 days ago
I agree with you 100% and I need to investigate other alarm systems. My system just randomly stopped connecting to my WiFi. Nothing happened, nothing moved, nothing changed and everything in my house is fine with the WiFi. I used the keypad to connect it. I entered the password that I know for certain is correct but the keypad says the password is wrong. After over an hour on the phone, the rep tells me that she doesn’t know why it’s not accepting the password but that my alarm is still working so I don’t need WiFi. I asked her how it will update and she said it just will.
totally unacceptable and I need to find a different company.
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mvazquez71
3 Messages
15 days ago
I agree with you 100% and I need to investigate other alarm systems. My system just randomly stopped connecting to my WiFi. Nothing happened, nothing moved, nothing changed and everything in my house is fine with the WiFi. I used the keypad to connect it. I entered the password that I know for certain is correct but the keypad says the password is wrong. After over an hour on the phone, the rep tells me that she doesn’t know why it’s not accepting the password but that my alarm is still working so I don’t need WiFi. I asked her how it will update and she said it just will.
totally unacceptable and I need to find a different company.
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