- Home
- Customer help
Customer help
Quick answers for common alarm, CCTV and intercom issues, plus how to get hold of us when you need an engineer.
If your alarm is going off
- Stay safe. If you see signs of a break-in, such as a forced door or broken window, do not go inside. Move somewhere safe and call 999.
- Unset the alarm with your code, fob or app.
- Check the keypad or app to see which zone or device triggered it.
- Call us on 01344 584909 if you cannot stop it, or if it keeps happening.
Before you call
It helps if you can tell us the make of your system, what the keypad or app says, and when the problem started. A photo of the keypad message is ideal.
User guides
We give every customer a user guide for their system at handover. If you have lost yours, or have moved into a property with a system we look after, email us and we will send the right guide for your panel or recorder.
What your system is telling you.
Mains or AC fault
The panel has lost mains power. Check for a power cut, then check the fused spur near the alarm panel and your consumer unit. The system runs on its backup battery for a while, so call us if power does not return.
Battery low or battery fault
Either the panel's backup battery or a wireless device needs replacing. Most wireless devices show which one in the app. Batteries are checked and replaced at every service.
Tamper fault
A device, siren or the panel lid reports that it has been opened, knocked or covered. Check nothing has been moved or covered, then call us. Tampers usually need an engineer reset.
Zone open or will not set
A door or window is open, or something is moving in front of a detector. Close doors and windows, check for curtains, balloons or pets in protected areas, and try again. You can usually omit a zone for one set if needed.
Communication or signalling fault
The alarm cannot reach its app or monitoring service, often after a broadband or router change. Restart the router and call us if the fault stays.
Camera offline
Usually a network issue. Restart the router and recorder. If one camera is offline and the rest are fine, the cable, connector or camera may need attention.
Customer help: common questions.
My alarm is going off. What should I do?
If it is safe, unset it with your code, fob or app. If there are signs of a break-in, do not go inside. Move somewhere safe and call 999. If you cannot stop the alarm, call us on 01344 584909.
Why is my alarm keypad beeping?
Usually a fault such as a power cut, a low battery or a lost connection. Check the keypad message, check the fused spur near the panel has power, and call us if it does not clear.
Can I reset my alarm after it has gone off?
Many systems need an engineer or remote reset after a full alarm, depending on how they are set up. Call us and we can often reset it remotely.
My camera is offline in the app. What can I check?
Check your internet router is on, then restart the router and the recorder. If cameras are still offline, call us and we can usually diagnose it remotely.
Servicing and maintenance.
Most faults and false alarms are prevented by an annual service. See our servicing plans.
Ready when you are.
Price it in two minutes, or have us survey for free. No hard sell.