89 Messages
Cellular connection unreliable - no link to dispatcher - device connection problem
Our base station is using cellular only (not connected to WiFi). Recently I’m noticing with more frequency the message on keypad “no link to dispatcher”. Today for example, it’s been that way for several hours. But our cell phones that use the same carrier (AT&T) as the base station show 2 bars of signal at the same exact location. The base station was not moved and is at the same spot as always. Why does this keep happening? It’s been a problem on and off since we bought the system years ago. Why does the base station occasionally drop cellular connection and refuse to automatically reconnect for hours? Resetting the base station is not a long term solution. Is this being looked at? Most customers won’t notice since they’re probably connected to WiFi and the base station doesn’t save a log of these dropped cellular connections. As soon as connection is restored, the error message disappears. There’s no visual or audible alert of the error like there is with a battery low for example. Professional security systems keep a historical log of all errors. SimpliSafe does not.
SimpliSafe:
Is this issue being investigated at all?
Can you at least add a visual and audible alert from the base station whenever cellular connection is lost?
Can you add an error log to the system that will record all errors and allow the owner to view them on the keypad?
Can you figure out why this keeps happening and fix it?
Cellular backup is a critical feature that must work reliably as Wi-Fi is easy to jam and also depends on internet cable not being cut. Cellular is supposedly harder to jam. The cellular must work reliably in areas with sufficient signal like ours. If the system cannot notify the monitoring station of an alarm event due to dropped cellular connection, it is completely useless. This must be fixed.
captain11
6.5K Messages
4 days ago
@Boring_Joe I suggest you call support tomorrow morning to troubleshoot, however, in the meantime, suggest you log into the menu on the keypad and send a test signal. If you get an acknowledgement, your cell is working fine. I believe (aka not certain for sure) that the message you are getting is for the loss of WIFI. Please post your outcome here if you get a chance.
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simplisafe_admin
Community Admin
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1.7K Messages
1 day ago
@Boring_Joe Where is the Base Station placed? When it comes to the Base Station's cellular connection, we recommend placing the Base Station near (but not directly next to) a window. And if you happen to know where your nearest cellular tower is, putting the Base Station on the side of the home that is closest to the tower can help as well.
But if you are experiencing continuous issues with the Base Station losing its cellular connection lately, that could indicate an issue with the device itself. I've taken the liberty of sending a brand new Base Station your way, you should receive an email with tracking information soon.
Once you have received your new Base Station, please add it to your system following the steps outlined in the Replacing My Base Station and Transfer Service to a New Base Station article in the Help Center.
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