Current Customers

What is VoIP or Digital Telephone service?

Voice over Internet Protocol (VoIP) is a technology that converts the voice signal from your telephone into a digital signal that travels via the Internet.

Warning - Installation of VoIP hardware may disrupt the communication of the security system with the SecureNet Alarms Monitoring Center.

IMPORTANT: If you install VolP or digital phone service, it is essential that you call SecureNet Alarms Customer Care immediately at (800) 561-0067 to determine whether a service call is necessary.

In the majority of cases, a SecureNet Alarms® technician can enable the SecureNet Alarms system to send alarm signals on VoIP.

SecureNet Alarms believes that it is in the best position possible to work with VolP, but there will likely be a reduction in alarm communication reliability and performance.

Considerations - If you are considering using VolP or digital phone service, please be aware of the following:

• If you lose power, the security system will not send a signal to the SecureNet Alarms Monitoring Center. Your premises, rather than a telephone company central office, will power communications.
• If you change your telephone number, it is important that you immediately advise SecureNet Alarms so that we may update your account with accurate contact information.
• If the SecureNet Alarms system has a line cut feature, it may NOT sound the alarm if the communication line on the outside of your premises is cut. The alarm panel checks the telephone line for Voltage range that is supplied by your telephone company. Certain characteristics of VolP may lower the Voltage.
• On average, the Internet experiences more service outages than regular phone lines. The SecureNet Alarms® system cannot communicate during these outages.
• SecureNet Alarms may lose the ability to download software changes to the alarm system and a chargeable service appointment may need to be scheduled instead.
• Any changes or upgrades made to your VolP service could impact the ability of the security system to transmit signals. You should always retest the system after any upgrades to your VoIP service to verify that the alarm system is working properly.
• Alarm signals maybe more susceptible to loss or distortion when sent over the Internet. It is essential that you test the alarm system communication at least once per week*.

*Even though the system tested successfully, subsequent technical changes by your phone service provider could impact the SecureNet Alarms system's ability to communicate.

Recommendation - As an alternative, we strongly encourage you to maintain a basic land line telephone service for the SecureNet Alarms system, while retaining your VolP or digital phone service for voice communications.

False Alarm Reduction

False alarm fees can add up to hundreds, sometimes thousands, of dollars. Also, emergency resources across the country are limited, and should never be wasted. Thousands of police and fire personnel hours are spent investigating alarm reports that turn out to be false.

Some of the common causes of false alarms are as follow:

• Using incorrect codes
• Failing to train authorized users
• Failure to secure doors and windows
• Pets
• Re-entering the home just after leaving without disarming (assuming the exit delay is long enough to compensate)
• Objects hanging by or around motion detectors
• Low system batteries
• Faulty equipment
• Acts of nature (strong winds, electrical storms, etc.)

Here are some simple steps that can be taken to help reduce the chances of a false alarm:

• Properly train all users (e.g., children, baby sitters, house sitters, etc
• Make sure doors and windows are properly secured before arming the alarm system
• Making sure the monitoring station has the current password and authorized user list on file
• Periodically checking batteries and maintaining your alarm system

If there is a question as to whether or not the system is working properly, please contact the monitoring station at 1-800-561-0067 to check the status of your alarm system.