VOIP COMMUNICATION w/ TRADITIONAL SYSTEMS
VOIP Problems
Warning!
Changing to VoIP telephone service will disrupt the communication of your traditional Burglar/Fire Alarm with the Central Station Monitoring Company.
What Is VoIP?
VoIP is a new internet or cable phone service option available to anyone with a high-speed modem. VoIP allows phone calls to be made over an internet connection instead of through the traditional phone lines Plain Old Telephone Service (POTS). VoIP offers unlimited local, regional and long-distance calling within the US and Canada along with popular calling features, at an attractively low monthly rate when compared to traditional phone service. However, at this time VoIP is not fully regulated by the Federal Communications Commission (FCC), because it is viewed as a service option, not a primary means of telephone communication. Consequently, while there are standards being created to promote uniformity, there is nothing mandating that all VoIP service providers abide by these standards. The process of transmitting voice as digitized data used in VoIP has created an unreliable means of communication between security systems and monitoring centres. Many VoIP suppliers actually specify in their literature and web pages that alarm systems should not be connected to VoIP. They encourage customers to keep one POTS line available for emergencies, such as 9-1-1, which also does not always work through VoIP.
The following statements have been taken from the corresponding websites of companies offering VoIP services.
Prior to your AT&T U-verse Voice installation, AT&T strongly recommends that you notify your alarm company of your switch to AT&T U-verse Voice service and your scheduled U-verse installation date in order for your alarm company to test and check the status of your alarm system with you prior to installation and once installation is complete.
You will be responsible for testing your home alarm system with your alarm company after installation of AT&T U-verse Voice is complete, and on an ongoing basis.
If your alarm company determines that your existing alarm panel does not work with AT&T U-verse Voice, your alarm company may be able to install an alternative alarm panel that will work with AT&T U-verse Voice, or a panel that uses cellular phone service, or an IP-based panel that uses your Internet access service. (Talk to your home alarm company about these alternatives and any additional equipment and/or monitoring service charges). Note: If your alarm company installs an IP-based panel that will use AT&T U-verse High Speed Internet as the communications pathway, you must ensure you have functioning battery backup power for your Residential Gateway (and your Optical Network Terminal, if you have one) for your high-speed Internet service to work with your alarm panel during a power outage. See learn more about AT&T U-verse Voice and Residential Gateway with Battery Backup.
Taken from Vonage.Com
A telephone based monitored alarm system uses a phone line to contact a central monitoring centre in the event of fire or a break in. The monitoring station usually tries to contact the homeowner to verify the event prior to contacting the police, fire department, or ambulance. “Vonage does not support the use of a telephone based monitored alarm system, and recommends against using a telephone based monitored alarm system with Vonage.”
Additionally, it's important to note that while Vonage may work with a home alarm system, we do not recommend it. If for any reason you lose your Internet connectivity – due to a power outage or problem with your Internet service provider, for example – Vonage will not work, and your alarm system will not be able to make an emergency call if it's triggered. For this reason, we recommend you keep a basic traditional landline dedicated to your home alarm system and use Vonage for the rest of your calling needs.
Cablevision does not support the use of Optimum Voice as the connection between a customer’s home security system and central station monitoring, and will neither connect to such services nor provide technical support. Cablevision does not guarantee that Optimum Voice will function as the connection between home security or emergency medical alert systems and central monitoring services, and will neither connect to such services nor provide technical support for the connection.
Taken from Comcast.Com
Q. If my alarm system must be reactivated after my installation, will I be compensated since it's not the fault of my alarm company?
A. No, Comcast does advise customers prior to installation to contact their alarm company to inform them of the installation date and time. Your alarm company should make arrangements to be available on day of your Comcast Digital Voice® service installation.
Q. How does Comcast Digital Voice® service work with monitored home alarm systems?
A. Comcast Digital Voice works with most modern, home alarm systems that use tone dialling and standard data protocols. Comcast does not guarantee that the Comcast Digital Voice (including, without limitation, the feed between the alarm panel and the Comcast-supplied eMTA) will be uninterrupted or compatible with each and every make or model of home alarm system.
The following information provides an overview of the problems
associated with VoIP internet and cable phone service,
available solutions and what the future holds
Reasons That VoIP Will Not Work with Your Alarm System
When the VoIP adapter was installed it was not wired correctly by the phone or cable technician.
The VoIP adapter is wired correctly but signals will still not go through for various reasons, such as the alarm user is accessing other Internet services at the time an alarm goes off.
The VoIP service cannot accurately reproduce the sounds from the alarm communicator over the internet or cable service.
Even when internet or cable phone service is working fine, alarm signals may cease to transmit properly due to fluctuations in the compression technology which VOIP uses.
VoIP providers use different internet communication methods, depending on cost savings, to carry their internet and cable phone service. The customer will not be aware of any change until the alarm system is no longer able to transmit signals.
VoIP requires continuous power. If you lose power, you will not be able to use any phone equipment connected to VoIP. More Importantly the security system will not send a signal to your Central Station Monitoring Company.
POTS telephone lines are required to have their own power supply and will always work in a typical power outage. VoIP is not required to have a backup power supply and may not reliably work during a power outage.
If you have a Fire Alarm it is required by NFPA 72 Fire Code to be a P.O.T.S. line. Therefore, you could be fined for using a VoIP line on a fire alarm, not to mention if there was a fire it may not transmit to the authorities causing a delay in the fire company coming out to save lives and may cause major repercussions from your insurance company.
If your Alarm System has a line cut feature, it may NOT sound the alarm if the communication line on the outside of your premise is cut. The alarm panel checks the telephone line for voltage that is currently supplied by your telephone company. Certain characteristics of VoIP may lower the voltage and affect the security features of your alarm causing false alarms.
Westminster Security Company will lose the ability to download software changes to your alarm system (adding/deleting users, pass numbers, etc.) A chargeable service call may be necessary to visit your premise to make these changes.
Westminster Security Company offers two options that will guarantee that
you alarm will transmit its signals during an alarm condition if you have VoIP.
Option # 1
We offer a DMP CellCom Cellular Communicator. This module works by detecting an output on the alarm system and then triggering the CellCom to dial the central station and report a general alarm.
Pros
There are no wires for the “Bad Guys” to cut so it is a very secure notification.
Its reliable almost 100% of the time (as long as it has a signal from the cellular tower.)
Cons
We would not be able to communicate with your alarm panel remotely without a telephone line, meaning we would not be able to dial into your panel and make changes for usernames/passwords or any other change that may be needed to be done. A Chargeable service call may be needed for these changes if we cannot “Call the Alarm panel”.
Option # 2
Upgrade to a system that offers a cellular or network communicator, our systems have the capability of offering both for dual path communication, thus removing the system from any phone line.
Beeping
For the Concord System
Press the * button to silence and acknowledge the trouble condition.
Moving
I’m moving soon. What happens to my alarm monitoring service?
We offer flexible move options to fit our customers' needs. Find the option that works best for you:
Transfer your service to your new home by taking advantage of our Relocation Program.
Arrange for the incoming home owner to take over your current system and contract.
Transfer your contract to someone else. (See below.)
Cancel your contract by paying off a negotiated portion of your remaining balance.
Contact us at (800) 448-5697 or (410) 875-2126 for more information.
I’m selling my house. How do I transfer billing to the new owner?
You will need to set up a New Owner Agreement. Please contact us at (800) 448-5697 or (410) 875-2126 for more information.
Can a friend or family member take over my account at another location?
Yes, but certain requirements must be met by the new alarm owners. Please contact us at (800) 448-5697 or (410) 875-2126 to see if the new home security alarm owners are qualified.
I won’t have a traditional phone line at my new house. Can I still transfer my service?
Yes, in most cases you can still have service without needing a traditional phone line. We use the latest monitoring technology and equipment that can meet your needs. Contact us at (800) 448-5697 or (410) 875-2126 and ask for more information about our Alarm.com security systems.
Can I move my current equipment into my new house?
Depending upon your alarm system's compatibility with your new home, you may be able to move your current equipment with you. However, several conditions apply. For more information, please contact us at (800) 448-5697 or (410) 875-2126.
Permits
Do I need an alarm permit where I live?
Possibly. Some cities and jurisdictions require home/ business owners to have an alarm permit before they will send emergency personnel to your home. In some areas, it is unlawful to have monitoring service without first having a permit, which could result in fines up to $500 per dispatch. To determine if your city requires a permit, contact us at (800) 448-5697 or (410) 875-2126 or your local city hall or county office.
How can I get one?
Contact us at (800) 448-5697 or (410) 875-2126, or your local city hall or county office will have the forms you can use to apply for your alarm permit.
New Monitoring Service
How can I sign up to get a WSC/ACM alarm system?
It's never been easier to sign up for a security system for your home or business. Either call us directly at (800) 448-5697 or (410) 875-2126 or email us.
How do I sign up to add another security system at a different location?
First, we’ll verify if your additional location is in our service area. If so, you will need to sign an additional Alarm Monitoring Agreement for the new installation. Monitoring rates and installation costs vary by location and situation. Please call us at (800) 448-5697 or (410) 875-2126 for additional information and to set up your additional home or business security system monitoring service.
I’m an existing customer, how can I refer a friend or family member?
Please contact us at (800) 448-5697 or (410) 875-2126. Be sure to ask about Referral Program!
Can I get additional equipment for my system?
Yes. Additional equipment can be purchased from your Technician at the time of installation or added later to meet your security needs. (Fees and restrictions may apply).
Does my home have to be prewired for an alarm system?
No. Our Installers can install wireless security systems to meet your needs.
What happens if I have an existing non-Westminster Security Company or Alarm Company of Maryland system in my house?
We can usually can reprogram your existing system, as long as the previous homeowner is not contractually obligated with another alarm monitoring company.
Can I save money on my homeowners insurance by having an alarm system?
Yes, some insurance companies provide up to a 20% discount on your homeowners insurance by having a security system. Please check with your insurance company for more information.
How does alarm monitoring work?
When you activate your security system, alarm monitoring is a 24-hour, 7-day protection service. When one of your alarm's sensors is triggered by an event such as a break-in or environmental hazard, your alarm signals the Central Alarm Monitoring Station. A highly trained Central Station Operator will activate emergency procedures, which include contacting you and dispatching emergency services.
Changing Phone Service Providers
I’m thinking about switching my phone service. Will my alarm still communicate?
Your alarm needs a way to communicate with our monitoring center. If you’re thinking about switching, the best bet is to call us at (800) 448-5697 or (410) 875-2126 to discuss your options. We want you to be fully informed before you make the switch.
How can my alarm communicate when I have VoIP or cellular phone service?
The technology of today offers a variety of options for your alarm to communicate. You can keep your landline just for your alarm system or we can add a wireless communicator to your panel to send signals wirelessly.
So, when you start thinking about switching, give us a call at (800) 448-5697 or (410) 875-2126 first.
False Alarms
How can I prevent false alarms?
False alarms cost you and the local authority’s money. And after enough false calls, police may begin ignoring your alarms. Protect your home, and save money and resources, by following the checklist below:
Always keep your emergency contact list up-to-date.
Secure all doors and windows before arming your system.
Consider who should have access to your home. Make sure they know your code and how to use the alarm.
Pets can set off motion detectors, call us when you first get pets.
Don’t relocate motion detectors near vents.
Be sure to replace your batteries—check your manufacturer’s instructions for how often.
Call us before you remodel.
Cover your smoke detectors during construction, building repairs, and major cleaning.
Test and inspect your system every month.
Call us at (800) 448-5697 or (410) 875-2126 if you think your alarm is not working at its best.