Update by user Aug 24, 2018 Last night (8/23) after the customer service rep hung up on me after waiting 25 minutes there was no doubt in my mind that Simplisafe was history at our house But.... A very nice representative called this morning, apologizing for last night and is overnighting a new SIM card and then scheduled an phone call for Monday to assist us in installing it. He also offered a free month of monitoring and said he would personally talk to the customer rep that hung up on me. She needs more training, of course someone waiting 25 minutes on hold is going to be agitated and hanging up is not the answer. So yes, I am giving them another chance, they deserve it since they called back and are trying to rectify the situation. Guess I won’t be calling ADT or Comcast yet, glad Simplisafe safe called back. Original review posted by user Aug 23, 2018 I set my alarm tonight and a voice said “no link to dispatcher” so I tried to call and find out what was going on. After waiting 25 MINUTES someone answered and when I voiced my displeasure that a security company would keep a paying customer on hold for that long and asked if the panic button would still be functional, she HUNG UP on me. Nice training of your customer service reps Simplisafe. If I had sworn or something Maybe she could have said something but just hanging up after I waited 25 MINUTES is inexcusable. Good thing I have other means to protect my property cause Simplisafe will be cancelled ASAP. What a joke.