Due to industry standards, all alarm systems have a minimum 30-second delay before notifying the central monitoring station when a burglar alarm is triggered (note, this does not apply to fire alarms). This means that in the event of an alarm, the alarm system will wait for 30 seconds before it notifies the central monitoring station, giving you a "grace period" to disarm the alarm system and prevent the central monitoring station from calling unnecessarily. This will also prevent police and medical response agencies from being dispatched to your home/ business without need.
If you have the standard phone line monitoring, make sure that you do not have Voice Over IP (VoIP) phone service. This can cause issues with your alarm system's communication to the central monitoring station. For more information on the effect that VoIP phone services can have on an alarm system, please visit this page. If you have VoIP phone service, you will want to upgrade your monitoring service plan to a more secure and reliable monitoring service, such as our Mobile Pro with Interactive Messaging or Total Home with Interactive Messaging Monitoring.
You are able (and recommended) to test your alarm system's communication at any time. Please see the steps provided below:
1) Call 1-888-442-5610 ext. 8999
2) Have your account number and Master Passcode ready to give to the operator
3) Request that the account be placed in "test" mode
4) Once you are in "test" mode, you can trigger any alarms that you would like without the central station calling you as well as preventing emergency services from being dispatched
5) If you would like to test the communication between the system and the central station, let any alarms you are sounding go off for 60 seconds before you disarm, and then log in to our Customer Center to view your alarm history
If you are using our interactive monitoring service, you have the advantage of viewing all alarm activity right from your web interface. This will let you know when an alarm sounds, as well as when the alarm system actually sends that information to the central station.
For all of our customers, if you have a false alarm, and are unsure whether you disarmed the alarm within the 30-second window, you may call us at 800-443-8865 (24/ 7) to go to our central monitoring station and make sure that any false alarm received has been cancelled. You will be asked for your name and Master Passcode, so please have these handy when you call.
Here is what your event history will look like on our Customer Center
To view more detailed event activity at your location, select "View More."
This is what your event history will look like (Interactive Monitoring Service).
Another image of the Interactive Monitoring Service web interface