SimpliSafe complaint: Simplisafe app will not connect

I cannot connect to my system via the remote application on either my iPad or iPhone. I can connect through the website. I contacted customer service by phone. After and extended discussion and explanation of the issue (made difficult by the poor command of the English language by the Simplisafe representative and the excessive background noise in the call center) I was told that unless I could be physically at the location there is nothing that can be done. This system is installed in a vacation home and I cannot be there for several more months. Is the Simplisafe technology so unstable and inferior that this type of issue cannot be resolved remotely? I purchased this system BECAUSE the facility and hence the system are remote and inaccessible during large periods of time. What value is there to it if it cannot be connected to?