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Frequently Asked Security and Automation Questions

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2G Sunset

What is the 2G Sunset?

Certain cellular carriers have announced their intent to shutdown their second-generation, or "2G," wireless network with plans to be complete by the end of 2016. This shutdown will not occur all at once. It will appear sporadically across the country.

What does 2G technology have to do with my security system?

2G (short for Second Generation), also referred to as 'GSM,' is a communication technology used by some cellular providers to carry data across the network. This was once widely accepted as one of the optimal technologies used to carry alarm data to the monitoring center as well as to allow remote, interactive services. Communicators utilizing 2G protocols through these cellular providers will cease to operate once that network is taken offline. This will, in turn, render the security system unable to send data to the monitoring station in the event of an alarm. This will only impact security systems with 2G cellular technology. Contact My Alarm Center at 866-484-4800 if you have any questions about your alarm monitoring system.

Why is the 2G Sunset happening?

Data use on wireless networks is rapidly increasing as more people adopt smartphones. Some cellular providers have opted to shut down the 2G network and reallocate those resources to produce networks that will drastically increase data capacity and speed.

How can I avoid any service interruptions related to the 2G Sunset?

There are several options to consider based on specific system configurations and capabilities. By replacing the current communicator, your current security system may able to continue to function normally. This may also be an excellent time to consider upgrading to a more modern monitoring system capable of providing enhanced services. Please contact our specialists to discuss each option.

What happens if service is interrupted due to the 2G Sunset?

If the system loses communication due to the sun setting of 2G technologies, it will no longer communicate with our monitoring station. So if there is an alarm event in the home, the monitoring center will not receive that communication because the radio in the panel is unable to communicate that signal.

How can I prepare for the 2G Sunset?

By calling My Alarm Center to schedule a Security Assessment to ensure that your home security system is updated.

General Home Security and Automation Questions

How do I know my security alarm is working properly?

It is important to test your home security alarm regularly. For your convenience, you can also subscribe to daily, weekly or monthly automatic alarm testing by calling Customer Care at 866-484-4800.

Does my security system qualify for a deduction on my homeowner's insurance?

Please contact your homeowner insurance provider for home security discount eligibility information. You can request a copy of your Insurance Certificate or call Customer Service at 866-484-4800. My Alarm Center cannot guarantee any specific amount that you will save on your homeowner's insurance as this will vary from insurance company, state, and homeowner.

Do I need to obtain a permit number for my alarm system?

While not all jurisdictions require alarm permits, it is best that you call your local police department on their non-emergency line to tell them you have just had a security system installed. They will notify you if you need a permit and how to go about obtaining one.

I have received my alarm permit number, now what do I need to do?

When you have received your alarm permit number, please contact the Customer Support Department of My Alarm Center so we may update your account with that number and forward the information to the monitoring center.

How do I change my verbal pass code or call list?

You may change your verbal pass code and update your call list by contacting Customer Care. Your revised information will be forwarded to the Monitoring Center. Please keep in mind, your new verbal pass code cannot contain profanity or be a confusing word to a dispatcher such as the word, "help".

Where is my Monitoring Center located?

We have several state-of-the-art Monitoring Centers located across the U.S. All of our Monitoring Centers are UL listed and are staffed with top rated professional operators who have undergone rigorous training and have extensive industry experience.

What happens when my alarm goes off?

When your home security system goes off, it sends an alert signal to the Monitoring Center. The Monitoring Center then notifies the appropriate parties which have been designated by you on your call list. For example, if your fire or smoke alarm is triggered, you'd probably specify that the fire department be called, or if an intruder alert occurs, you can have the police respond. All of these contacts are determined in advance when you set up your system. If the police are notified in response to your alarm, they'll visit your home as an emergency call to investigate the situation. Any problems at your residence will be handled by the police.

What happens in the event of a false alarm?

If someone at your location accidentally generates a false alarm, and authorities respond and arrive on location, your local municipality may charge a false alarm fine. Additionally, repeat false alarms could result in costly penalties or temporary banning from future assistance. Please contact your local municipality for additional information.

Security System Billing

Can I view and pay my bill online?

Yes, you can view your statement and pay your invoice online. If you haven't created an online account, it only takes a few minutes; start now. For your convenience, you can also select Automatic Bill Pay. Your payments will automatically withdraw or be charged to your credit card on the due date, eliminating the hassle of mailing in payments every month.

I paid my bill. Why doesn't my current invoice show my payment?

Invoicing is generated on the 10th of the month, approximately a month prior to the payment due date. Therefore, your payment may not have been received at the time your invoice was generated. You can view your open and paid invoices online by logging into your online account and clicking on Open Invoices and/or Paid Invoices.

I never received my invoice. How can I obtain a copy?

For your convenience, you can view and pay your statement online or you can contact Customer Care to have a copy of your invoice sent to you.

How can I update the Form of Payment I use to pay my invoice?

For your convenience, you can log into your online account and update your Form of Payment or call Customer Care at 866-484-4800 and they'll be happy to assist you.

How long does it take for a refund to appear on my credit card statement?

My Alarm Center processes your credit very quickly. However, it can take up to thirty (30) days for you to see a refund reflected on your credit card as the time will vary depending on the credit card company. We apologize for any delay which you may experience, but upon your request we would be more than happy to furnish you with the transaction ID so you may follow up with your bank.

Moving?

To help you prepare for your move, we've put together this handy FAQ guide. To make your move even easier, we'd like you to take advantage of two free months of monitoring. It's our way of saying welcome to your new home. Call us at 866 484 4800, and we'll help you make the transition.

Can I take my home security system with me if I move?

Yes, if the equipment is wireless and has not been hardwired into the home, it can be moved. However, we recommend that you contact us in advance so that we may discuss your options. Sometimes, it is equally cost effective to have a new system installed depending on the size and the individual circumstances.

What if I move out of state?

My Alarm Center services over 30 states in the country. If you provide us with the information for your new location, we can then determine who is available for service in your area.

Will the rate stay the same?

We are able to keep your monthly rate the same, provided no additional equipment is needed due to the move. My Alarm Center is prepared to offer competitive pricing for our loyal customers.

What if there is already a system in the home I'm moving into?

My Alarm Center is able to takeover most existing systems from other home security companies. In the event that we are not able to take over an existing system, we can often replace at minimal cost.

If the new homeowner moving into my current residence wants my system, can I transfer it over to them?

Yes! My Alarm Center is more than happy to offer protection to the new homeowner. If you are able to assist in offering our services to the new homeowner, you are eligible to receive a $100 referral bonus! This bonus also applies to any friend or family member you refer our services to!

Change of Service

I'm disconnecting my phone service and will only have a cell phone. Do I need to notify My Alarm Center?

Yes, it is important for you call Customer Care prior to making the change to ensure your alarm monitoring continues to operate uninterrupted and to update your contact numbers. We offer Cellular Solutions in the absence of a traditional phone line.

How do I upgrade or add new services to my alarm system?

Available upgrades and new service additions can be reviewed with one of our knowledgeable Service Representatives by calling 866-484-4800, select option 3, then 2. You can also request to have a representative contact you at your convenience.

What do I need to do if I decide to move or sell my residence?

Please call Customer Care at least four weeks prior to vacating your premises to discuss the options available to you.

Cellular Alarm Monitoring

What is cellular alarm monitoring?

Cellular alarm monitoring is the new standard in home security monitoring. Operating on a dedicated cellular channel, the system sends a wireless signal via a secure, encrypted transmission to the Monitoring Center in case of emergency.

Will I need a cell phone to use cellualr alarm monitoring?

No, cellular monitoring uses its own dedicated network to send and receive signals.

Will cellular alarm monitoring use my data plan's minutes?

The system works on a separate, dedicated cellular signal so your plan will not be affected. However, using enhanced services* via your PDA or smartphone utilizes data time.

What are enhanced services*?

With a cellular alarm monitoring system and a smartphone, tablet or computer with internet connection, you have access to many additional features, such as:

  • Remote Arm & Disarm
  • Live Streaming Video Camera Surveillance
  • Light and temperature controls
  • Home entry notifications and archived entry logs

Will I need internet service?

Internet service is not required for cellular alarm monitoring or enhanced services with the exception of video. Enhanced services* require a PDA or smartphone.

If the power goes out, will our family still be protected?

Yes, the cellular transmitter has backup battery power and will continue to operate during temporary power outages.

Can I still keep my landline?

Yes, cellular monitoring operates on a separate system and will act as backup to your existing system should you choose to keep your landline and wired system.

Are landlines becoming obsolete?

Almost 25% of Americans now live in homes without a landline and that figure doubles among young adults (aged 25-29). While there is no hard cut-off date for landline termination, Plain Old Telephone Service (POTS) will most likely be retired in favor of more reliable, cost effective and flexible cellular communication.

*Contact us at 866 484 4800 to determine if your current equipment is compatible

Door-to-door Security Salespeople

Many door-to-door sales agents are legitimate; however, some are less ethical. We'd like to forewarn you about potentially deceptive door-to-door sales activities and provide some hints and tips to help you stay safe.

In general, what should I watch for?

  • Many sales agents will appear normal, act sincerely and dress professionally.
  • Agent may not talk about products or money; instead, they may distract you with talk of a competition or sweepstakes.
  • Charitable causes are many, and may also be used to appeal to your good nature.
  • They work and talk fast. Don't expect them to wait for you to say yes before they start filling out the paperwork.
  • If a sales agent tries to recruit you to sell for incentives and free products, you know it may be a scam.

In the case of home security offers, how can I tell if the agent may be unethical?

  • If you are being pressured to act immediately to secure a "limited time offer." You may be enticed with a "FREE" system.
  • Beware, there could be strings attached (read the contract carefully). Agents may use scare tactics, such as talk of multiple neighborhood break-ins.
  • They may claim your current security provider is out of business.
  • If an agent offers to cancel your current agreement for you, or makes a claim that their contract will void any other agreements. Be aware, your current agreement can only be changed by you.

How does this affect me?

  • Signing a contract with a new security system company does not override any existing agreements in place.
  • It is possible by engaging in duplicate contracts, you could be legally obligated to pay for two systems under two separate agreements.

How do I protect myself from deceptive door-to-door sales tactics?

If a sales agent knocks on your door, here are some safety tips and ways to help you verify their credentials:

  • Always ask for identification before opening the door and double-check their credentials by calling the company they are claiming to represent.
  • When in doubt, do not open your door.  It is never safe to let strangers into your home.
  • Be wary when opening the door to agents who don't have an appointment.
  • If you have children at home, make sure they know how to handle a stranger at the door.
  • Know your rights. You are entitled to a three day right of rescission to break any contract sold door-to-door.