After we upgraded to a internet speed…

After we upgraded to a internet speed that would allow us to stream video, our cameras would no longer work. So we have the choice to have horrible internet with cameras, or useful internet without. This is 2020, Simplisafe should get with the program.

We bought this system in November 2019

We bought this system in November 2019. It is true, system is very easy to set up. But some things you need to know before deciding to purchase. 1. Hanging strips provided do not really work as well. We ended up buying a double sided strip and used that instead. Our sensors kept falling off with the strips they provide. No big deal easy fix. 2. The base does not set off an alarm sound when alarm is tripped. Only way to know if alarm is going off is to have your phone on. So how many of us out there have our phones on vibrate/silent when we sleep. So that is something to consider. 3. DO NOT waste your money on video doorbell. We have fastest internet available since we work from home and we have alot of issues viewing who is at the door because camera is 90%offline. We even moved our internet modem closer to front door to see if it made a difference and same issues. Now, it does notify you when someone is at your door or if doorbell rings. So that is not an issue. The issue is you are never able to see who is at front door on your phone because you get an error message "unable to view your camera is currently not wifi connected" so what's the use. We will recommend Ring Doorbell. Most of our neighbors have the Ring Doorbell and no issues on their end. We have had gatherings in the past and we have seen their doorbell app at work for Ring, so consider those things before making your purchase. I have reached out to SimpliSafe and they are quick to respond but won't return the doorbell. They stick to their 60 day policy on returns. So just be aware of these details when you make your purchase.

System works but was misinformed about monitoring plan

I ordered a SimpliSafe system in April and only recently was able to install it in our vacation home (we had to delay our plans due to the pandemic). Unfortunately I my experience was somewhat disappointing. First, when I was considering a security system, I was looking for a system that was self-monitoring (i.e., I didn't want to pay a monthly fee). I called SimpliSafe and asked the rep if it was possible to be able to have full control of the system remotely — turn the system on and off, check the status of individual aspects of the system (entry sensors, motion sensors, etc.) and turn them on and off, and receive text notifications — without having to have the 24/7 monitoring service that would dispatch police or the fire department. I was told that was possible. What I was not told was that I would still have to pay for the 24/7 monitoring service in order to have full remote control of the system. I didn't learn this until I finally was able to make the 10-hour drive to our vacation home to install the system last month. When I called to raise these concerns, I was told that the only way to have full remote control of the system was to pay $24.99/month for the Interactive Monitoring plan (the Standard Plan would only give me the 24/7 monitoring, which I never wanted in the first place). Obviously I was disappointed. At the very least, SimpliSafe needs to have a pricing plan that gives users full remote control of their system without having to pay for 24/7 monitoring. One could reason that if the Standard plan is $14,99/month and only gives users 24/7 monitoring, that mobile app access, text alerts, etc., are worth $10/month. So, SimpliSafe should, at the very least, offer customers a $9.99/month option that offers everything but 24/7 monitoring. While I am generally satisfied with the system I am disappointed I have to pay a monthly fee in order to control it via the mobile app. I was told by a SimpliSafe rep that the system needs to go through SimpliSafe servers when communicating between the Base Station and the mobile app, which doesn't make a lot of sense because I have other smart devices that don't require a monthly fee to operate — for instance, I have an app on my phone that can communicate with my garage door opener to open/close the door from anywhere without paying a monthly fee. My second disappointment was when I finally was able to visit our vacation home (a 10-hour drive from our primary residence) and install the system, the cameras did not work. I purchased two (purchased one with the system and a second one about a month or so later). When I called SimpliSafe I was told this was a "known issue" and the cameras would be replaced, however they could not be shipped to our vacation home in time to be installed. So, while I have indeed been shipped new cameras to our primary residence, I now have to wait until I am able to make the 10-hour drive again to our vacation home to install them. In summary, I'm generally satisfied but definitely believe SimpliSafe needs to have another monthly tier option for users who want mobile app access to control the system but do not want the 24/7 monitoring service.

Not the deal used to be .

Not the deal used to be .

Monitoring system.

I called in to update our information and to receive the free one year monitoring offer. First I had to listen to a big long spiel about medical alert, which I was not interested in. Secondly I had to listen again to another long spiel about road coverage, and I again I was not interested. I also wanted to know which monitoring service we would be receiving but Jessica was not able to answer that????? Hope our system will works better than the information we needed.

I asked for help in getting outdoor…

I asked for help in getting outdoor cameras. I was told they would get back to me. They did several days later. Two commercials and a "How Did We Do?!?" I don't use the language I needed to use to be precise in my answer, so I didn't answer.

I have a camera that does not work and…

I have a camera that does not work and I have requested help and not received any support. I have a door bell that I am reluctant to install.

lacking Customer Service

Purchase and installation are easy. Good luck if you ever need to call them again. It is hard to get anyone on the phone and then when you do, their employees lack any kind of care about your issue.

3 of my censors arrived dead and I…

3 of my censors arrived dead and I could not get through to anyone to help. DO NOT use their support form or email them because they DO NOT answer. I have not had time to deal with this and our system is still NOT operational. i was very disappointed. Thought that this company would have customer support.

Installation was a joke...Horrible

Installation was a joke.... cameras fell the same day she hung them up... she was very nice but like I said the day she hung the cameras on the wall, they fell down shortly after she left.

Product is not top quality

The locks do not work well, and constantly jam. It is not easy to get in touch with customer service. The doorbell sensor does not work great and alerts even with the "excluded" zones turned on

Been a month, never shipped part requested.

I called weeks ago (4 weeks now I think) because the Video Doorbell made my chime ring constantly. I've seen elsewhere that a "chime connector" may help with this. I called in, talked to a nice person, who said one would be sent out. Nothing has ever arrived, and I have no email to track it or any idea if they were just making that up to get me off the phone.

Cameras stop working at certain times

Cameras stop working at certain times, connection to one is lost even though it is a direct line of sign of ~20 feet. We have had packages stolen and the camera starts after the movement. So far it is a disappointment after a good trial test.

I could not get my camera set up and…

I could not get my camera set up and followed directions.

I had to call multiple times because…

I had to call multiple times because the base would not connect to a cell connection. All of the associates I spoke with were good, it was getting to them, horrible on hold long wait times, then twice while waiting, for over 20 minutes when someone did pick up the system disconnected! And the horrible morbid on hold music is enough to make you want to hang up! Is this done on purpose one has to wonder.... As large as your company is getting, you really need a much better customer service system. Paying $19.95 per month deserves better. Come on Simplisafe improvements need to be made!

I ordered a system and it sat on my…

I ordered a system and it sat on my neighbors porch for 4 months during winter while he was in Florida. I tried to return the second one but SimpliSafe didn't understand what I was trying to do. I received another before he came home. Neither fit my needs > Anyone want a system free. Pay the postage before I put them in goodwill.

Would not recommend.

First of all , it was misleading they pretty much obligate you to have the monthly service which we did not want . I think the system is pretty lightweight. Alarm sound very low. Return time is very restrictive.I went to another system and basically lost my money.

Poor communications....tried multiple…

Poor communications....tried multiple time to call and fix 2 of my sensor and for almost 3 weeks I could not get a hold of anyone to assist. I am worried about their response time at this point and I am considering switching

Setting up the camera is very…

Setting up the camera is very difficult. I had to figure out my own work around. The support staff wasn't helpful. They tried, but couldn't help. The QR code couldn't be recognized from my phone. If they had an option to manually input a code if the QR code wasn't recognized, it would have been better. If you ever update your WiFi router with a new name, you can't easily just change the name. You have to go through the pain of setup again. Camera is worthless without a plan. They say it will send you a message when something comes in front of the camera, but it's not instant. It could be a long time before the notice and there isn't an alert tone or vibration to tell you something crossed in front of the camera. No way to record videos without a plan. Without a plan, you can't turn the camera off remotely. So it's just n and open all the time. Alarm sensor control that you carry on your keyring is very sensitive. If I carry my keys in my pocket, I will arm and set the alarm off on accident. Seems like it could be a better design. If you choose this system, don't rely on the camera. Get a dedicated camera system with the ability to record locally as well as remotely.

I need to cancel my monitoring service…

I need to cancel my monitoring service due to financial considerations.

Simplisafe is almost useless unless you pay monthly subscription fee

Product is easy to understand and simple to set up. What they don't tell you is that the capabilities are VERY LIMITED if you don't pay for their monthly subscription service. Got a camera? It doesn't work unless you have their subscription service. Want to change your set up? Doesn't work unless you pay for their subscription service. Want to add, or delete or change location of some detectors? You can do it, but you won't be able to update the configuration in your phone unless you have the subscription fee. DO NOT BUY unless you are willing to pay the monthly subscription fee.

BAD SENSORS! DO NOT TRUST!

Good Afternoon, I have had simply safe now for years and most was fine except your new technology. All of our water sensors have given off false alarms as well as two of our fire detectors! I cannot tell you how much stress and anxiety we experience when we get a call from the monitoring office telling us we have a water leak or a fire at our home... and do we want them to send the fire department?! This last week I said NO.. I DON'T TRUST your system any longer!! I threw all the EXPENSIVE water sensors away and had the smoke detector trashed also in our vacation home! I have referred Simply Safe to all my friends and neighbors, but not any longer due to the unreliability of the sensors! Shame.. a dang shame!

Alarm went off yesterday

Alarm went off yesterday, the operator calling me could not access my cameras due to internet issues on her end, that's not an acceptable breakdown. I logged in and discovered it was a motion sensor inside the garage without an entry sensor being triggered so I cancelled the alarm. Later discovered it was a stray cat that got stuck inside. It would be helpful if the operator began by telling me what sensor was triggered and that they have the resources they need to do their job.

Poor customer service

Poor customer service. Fragmented. Multiple hangups. No accountabity. Took weeks and four cameras to replace a faulty one

Great until you want to drop to the $15 monthly plan.

Easy to install, but due to losing my hours at work because of Covid-19, I needed to drop to the $15 per month plan. You have to hold the line and be transferred to several people until eventually the representative will try to persuade you to remain on the $25 monthly plan. I respectfully asked her to go ahead and drop my plan due to financial issues. She was EXCEEDINGLY RUDE and practically hung up on me after she said my plan had been lowered. Funny, if you want to upgrade your plan, you can just push a button online. To downgrade, you are subjected to horrendous treatment.