Frequently Asked Questions for Subscribers

Have a Question? Check Here First

Many subscribers ask about the functions of the Central Station and what is expected of them. Use the links below for answers to questions that are commonly asked.

 

When do I call the Central Station?

The only time the Central Station should be called is to put the account on test, to verify tested signals, return a message, cancel a false alarm, adjust a schedule, advise you are going on vacation, and a temporary call list change.

- back to top

When do I call my dealer?

If you have any questions regarding operating your alarm system, if you would like to make a change to your account information, or get service for your alarm system.

- back to top

What if I forgot my password?

Unfortunately, the central station cannot be of much help in this matter. What we can do, is give you the telephone number to your alarm dealer--only they are able to give you your valid alarm cancellation code.

- back to top

What is an alarm cancellation code?

An alarm cancellation code, also known as a passcode, is a word or series of numbers up to 25 characters in length that a subscriber uses to cancel alarms and obtain information on an account. Everyone who uses the alarm systems should have a valid alarm cancellation code. This could be your account number or a passcode you have chosen.

- back to top

What is an account number?

An account number is used to obtain any information on an account. This is given to the subscriber from the alarm dealer when the account is put online. Not all alarm dealers give the customers the account numbers. Some dealers prefer to have the alarm user choose an alarm cancellation code.

- back to top

What is a Low Battery Signal?

Operators are generally not allowed to give definitions on signals. When an operator is asked what a low battery signal is, they refer the customer to the alarm dealer. (A low battery signal can mean that the main battery on the panel may be low, a wireless sensor battery may be low, or other supervised battery dependent devices using a battery as backup may be low. Since the specific meaning can vary, operators will not define the signal further than the information provided by the dealer.)

- back to top

What is an AC Loss?

An AC Loss typically is received when utility power is no longer supplying power to the panel. Some panels can monitor circuits other than the one supplying it's power and report the loss of power for those circuits. Since the specific meaning can vary, operators will not define the signal further than the information provided by the dealer.

- back to top

What is a cancel code?

A cancel code holds actually two meanings. From the dealers point of view, a cancel code means, "the code that is entered into alarm the panel to turn the system on/off or to silence the alarm panel after an activation. From the Central Stations point of view a cancel code can mean the same as a Valid ID, Password or Passcode. When calling back to the premises after an alarm activation, the operator will ask the subscriber for an "Alarm Cancellation Code."

- back to top

What happens if I don’t put an account on test when I am working on the system?

If an account is not placed on test. The central station will handle all incoming alarms from that account normally.

- back to top

What is a runaway system?

A runway is when an alarm system transmits twenty or more signals from the same zone within one hour time period.

A system in a runaway has the potential of tying up the receiver lines, operators and delaying or blocking a subscriber's signal that is having a real emergency from coming into the central station. It is extremely important when the central station notifies you of a runaway system, that you make every effort to shut the system down. If you are unable to shut down the alarm system, please contact your alarm dealer immediately.

- back to top

When notifying the call lists, do operators stop when they have reached an answering machine?

If an operator reaches an answering machine, they will leave a message. Once a message is left, they will continue down the call list trying to make contact. In no other contact can be made, the signal will be logged.

- back to top

 

 

 Dealers Talk 

 

“We maintained a monitoring station in-house for years, but after the attack on the U.S. on September 11th (911) we wanted to offer our customers maximum security protections. The security monitoring service had to be UL certified with plenty of technology enhancements and back up systems. That’s why we use AlarmWATCH."

--  Lou Gibbs, 
National Security
COPS Monitoring