SimpliSafe

Hi B Meekins, Cameras that miss motion, drop offline, and a system that keeps losing WiFi is a pileup that no self service loop of "check your signal" is going to answer, and we hear you on that. There is also a clarification worth making on the warranty concern. Warranty coverage on SimpliSafe equipment varies by product and plan level, and if you were left with the impression that all warranty support ends the moment you downgrade, that oversimplifies how it actually works. We would rather walk you through what your specific coverage looks like than let that stand as a reason to leave. On the connectivity side, we have a WiFi troubleshooting hub at support.simplisafe.com/categories/wifi-troubleshooting that covers Base Station and camera specific fixes worth a look, though a pattern this consistent usually needs a real look at your setup rather than another walk through of the basics. We've requested your information so we can connect you with a senior technician who can review the account, address the warranty question, and see what is actually driving the connectivity and motion behavior. The SimpliSafe Team

Hi Floyd, A Smoke Detector or CO alarm going off overnight is exactly the moment help should be easiest to find, and we hear you on the extra weight that carries when the troubleshooting steps aren't obvious. A couple of things that can save time going forward: when the Base Station starts beeping, the specific cause of the alert is displayed on the Keypad, so pulling up the Keypad first will usually point you to the source without needing to research. For preventing false alarms on the Smoke Detector, we have a guide covering the most common causes and simple maintenance to keep them at bay at: support.simplisafe.com/articles/smoke-detectors/preventing-false-alarms-from-the-smoke-detector. If you would like a real person to walk through what happened last night with you, we've requested your information so we can arrange a callback and skip the queue. The SimpliSafe Team

Hi Wilson, Weeks of promised callbacks that never came, and a promotion that took this much effort to see through, is not the version of SimpliSafe we want anyone reflecting on when they write about their experience. On the gift card specifically, we saw your messages across other platforms today, escalated the referral internally, and the $200 gift card has been sent. If it has not landed yet, that is worth flagging so we can confirm the delivery on our side. On the other issues, we would like to connect you directly with our escalated support team to pull the previous call records, understand where each conversation stalled, and get things back on track from here. We've requested your information so we can make that connection quickly. The SimpliSafe Team

Hi there, being told a three month pause was required in order to cancel, then being told you had made that up when the charge came back around, is not how a cancellation with your SimpliSafe account is supposed to work. To be clear about the actual process: canceling does not require a pause of any length beforehand. A pause is one option customers can choose, but it is not a prerequisite for closing an account. On the transcript and manager callback that never came, that is also worth investigating, and pulling the actual calls is how we would get to what was really said on each side. We've requested your information so we can pull those calls, correct the account state, and make sure this pattern does not carry into another customer's experience. The SimpliSafe Team

Hi Kenneth, Having two Series 2 Outdoor Cameras that drift out of position within fifteen minutes defeats the whole point of aiming them in the first place. There are two clear paths forward here. If the magnetic hold has weakened on your units, we are happy to send replacement magnets so the ball joint actually stays put. If you would prefer a setup that does not rely on the magnets at all, we also offer a permanent mount that anchors to the quarter inch screw at the bottom of the camera at simplisafe.com/outdoor-camera-mount. The SimpliSafe Team