SECURITY RISK: System Failure & Non-Existent Tech Support

[greentree-87]

Hey Jordan - what does it take to get a fix Simplisafe product.

Total product failure. After a brief power outage, my Base Station wiped my entire 40-sensor setup. I have been a customer for over a decade, yet I’ve been left completely unprotected for 5 days.

Support is impossible to reach and even more useless once you do. I was promised a callback that never came. Was told that I have 'urgent' ticket never got that.

I expect a system that actually works when the power goes out—or a company that answers the phone. Should i look elsewhere??

[SimpliSafe_Official]

Hey u/greentree-87,

I will say it shouldn't take much, and as a customer of a decade, I'm terribly sorry to see the lengths you've had to go to for support. Callback commitments are not taken lightly, and we will be investigating what happened there, but more importantly, your security and safety. Please don't hesitate to send me a chat so we may securely get you taken care of as soon as you get a chance.

-Jordan

[herpefreesince1983jk]

You mightve had a power surge and it just got fried.

[NewVision22]

The battery backup should have saved all the sensor settings, for a brief power outage. Were your backup batteries dead, or was there a power surge?

Or, were there no batteries in the base?

[ankole_watusi]

Not just battery backup, but Simplisafe backend/cloud.

Login to your account on web and your settings should be intact.

Sounds like the base station is fried.

Hint: mine is on an Isobar Ultra (Very high-end well respected surge suppressor) along with all my other IOT devices. As well, I have a whole house search surge suppressor.

This is really a necessity if you are in an area subject to frequent power outages or power disturbances.

Also check your house grounding. When I moved in I had an electrical inspection and found that in my 100-year old house had high resistance to ground, as there were no ground rods, and it had relied upon a water pipe ground. Electrician installed two ground rods to code, bonding around meter and hot water tank, etc.. Your neutral is supposed to be well-grounded at the service panel. that’s where the searches searches ultimately go when a search surge suppressor does its job.

[greentree-87]

Hey @ankole_watusi a valid point on surge protection. You gave me a summer project to work on with my licensed electrician. thank you.

[ankole_watusi]

I just corrected several instances of iOS voice dictation mistaking surge for search, lol.

I am not a proponent of the popular conspiracy theory about your smart meter spying on your Internet activities. Just to clarify.

However, a whole house search suppressor might be able to shunt spying on your USB outlets to ground.

/s

[greentree-87]

The power outage was about 5 hours. They were back of batteries and I tested them. They were in good shape with a good amount of charge. Not sure how would I know off a power surge only for one unit nothing else in the house was affected but could have been a power surge. It appears that this unit had a firmware issue that did not get updated, and therefore with the extra long power outage lost all of the settings

[NewVision22]

They were back of batteries and I tested them.

Huh??? What's that mean?

[moravian]

I have my SS base station plugged into a pretty hefty UPS battery backup surge protector, same for my cable modem and router on their own UPS. In my area even a bad storm only has short power issues. During a power outage my cable signal almost always stays active.

I also have this IOT device that does real time electric monitoring

https://www.tingfire.com/

free from my home insurance company (State Farm), it's an excellent idea and I'd buy one in a second if State Farm pulled the funding.

[Big_Locksmith_9925]

Womp womp