Below are some of the more commonly asked questions our customers
have regarding their alarm system.
If you do not find your particular question
listed, contact us my by phone or by e-mail and
we will answer your questions.
Why should I choose
Security Plus to install and monitor my alarm?
Security Plus is a family owned and operated business and has been
in providing this service since 1981. We go the extra mile for
our customers to ensure they are satisfied with our installation and
service. We use the
most reliable equipment.
Why do I need monitoring?
If your alarm were to go off while you are away, who will call the
police? Our 24-hour UL Listed Central Station notify the local
authorities when they have received the signal. We will then attempt
you or someone on your notification list and let them know that
the police have been dispatched to your home or business.
Will your Central Station receive an alarm signal if
the alarm is not on?
Possibly. The Central Station will receive signals from fire
sensors and wireless panic alarms if they have been activated while
the rest of the alarm is off. However, we will only receive alarm
signals from the rest of your sensors if the alarm is on. When you’re
home, it is best to keep your perimeter protection on whenever possible.
I have call waiting. Will it affect my monitoring
Security Plus has installed your alarm system so that it will seize
the phone line and call the Central Station in the event of
an alarm. The alarm system will then release the phone line so that
the Central Station can notify you that an alarm has been received.
How do I change the people on my call list?
It is easy. Just call the Central Station at 1.800.228.0580. You
will need to give them your Central Station account number or personal
security code in order to make changes. Let those you have on your
RP (responsible party) list know what to do in case they receive
a call from Security Plus
Why is the account number on my billing statement different
from my account number at the Central Station?
The account the number
on the invoice is only used when making a payment. The Central Station
account number is used to cancel or make changes to your alarm response.
We do not know who will be opening your mail. We don't want anyone
to have this Central Station account number but you.
My alarm went off accidentally,
and I quickly put in the code and shut it off. I expected to receive
a call from Security
Plus, but no one called. Why?
The system allows a brief period for you to turn off your system.
If a person with a correct code shuts off the alarm system while
it is transmitting an alarm signal, the alrm will also transmit an
abort or cancel signal. Some
of the newest systems will allow a
few seconds delay before sending, giving you an additional 15 seconds
to cancel the signal and prevent a false alarm.
What is my Central Station password?
This is your secret password that the Central Station will require
from you if an alarm signal has been received. The main purpose of
this password is to cancel false alarms. This code word is used to
make sure they are talking to you and not just anyone that answers
your phone. You can also use this password to change information at
the Central Station.
I forgot my Central Station password?
If you forget your password or give the Central Station an incorrect
password, they will notify the appropriate authorities dispatched.
If you don’t remember your password or would like to change
it, call 1.800.947.7236 and speak with a customer service representative.
Do I need to notify anyone if I change my phone number
or people on my contact list change theirs?
Yes. Call 1.800.228.0580 and notify the Central Station. We need
this information to better serve you and to keep police from responding
to false alarms.
How often should I test my alarm system?
Weekly. Each week you should test your alarm system to ensure it
is working correctly. We can program all Radionics, Bosch, DSC and
some other alarm controls to automatically send a test signal which
will help ensure your phone connection is functioning correctly. If
you are going to send alarm signals, call the Central Station at 1.800.228.0850
and place your account on test.
Should I let you know when I will be away on vacation?
Yes. You should call the Central Station at 1.800.228.0580 and let
them know when you will be leaving, when you will be back, and if
you are having a house sitter. They will change the dispatch instructions
during this time period to speed up any necessary police or fire response.
I am selling my home. When should I contact Security
Plus to notify you of the change of home ownership?
We need to be notified 30 days before the close of escrow. The monitoring
will need to be de-activated prior to the new owner taking possession
of the property to avoid any false alarms. We will be happy to close
your account and hope to have you as a client again when you move into
your new home.
Why does my keypad display not ready?
(or the zone lights
The keypad is informing you that the alarm system is not ready to
turn on (arm). Common reasons are that a door or window is not completely
closed, someone is moving around in front of one of your motion sensors,
or someone or something has been placed on top of an under carpet sensor
pad. If you correct the condition, the alarm will be ready to arm.
What if my system does not work correctly?
Security Plus will be happy to investigate any problems you are having
with your equipment. Please call 1.800.947.7236 for any service related
If there is a problem, can you turn my alarm system off from the Security
No, your system is an independent unit and can only be turned off at
your keypad. On some of the systems install, we can add a phone interconnect
unit that will allow you to arm or disarm your system over the phone line
using your code.
If the power goes off, will my alarm system still
Yes, in the case of a power loss, the back-up battery will activate
to maintain your alarm protection for several hours. In the case
of a low battery, a low battery signal will be sent to the Central
Station and you will be notified.
I had some new windows and doors installed and
now my alarm system will not work. What do we do now?
Your door/window company should have inquired if you had sensors
on the windows and doors that they would be replacing. Then you
would have called customer service at 1.800.947.7236 to schedule
a technician to be there when they changed out the old windows.
The best time to let us know is 2-3 weeks before delivery of
the new windows so that we have an installer available. If you
notify us after the windows are in, we may not be able to get
to the old wires and connect sensors to the new windows. Our
only solution may be wireless transmitters and sensors on each
new window and door.
Why are false alarms a problem?
False alarms can take the police away from real emergencies.
Most jurisdictions are now charging repeat offenders. Taking
the time to understand your alarm system will prevent repeated
false alarms and keep the police responding to where they
are really needed.
What is the code number?
The code number is the number you enter on your security
system keypad to turn your alarm system on or off. If you
want to change your code number, consult your system manual
for specific instructions. If you need help changing your
code number, call our customer service number. After it
has been changed, remember to tell the others who use the
alarm system the new code.
I forget my code number?
Call the customer service number. While this problem can be solved,
it sometimes requires a service technician to visit your home.
How often should my alarm system battery be replaced?
The manufacturer of the alarm equipment and the battery manufacturers
suggest the battery be replaced every 4 years. These batteries
are constantly being charged and will eventually get to a point
not function. The battery is really only used during alarms and
power outages. It is best to replace the battery before it reaches
that point when it no longer works.
How do I power down my alarm system?
An alarm system should be powered down as a last resort to reset
the system in an alarm condition. The transformer must be located
and unplugged. There if often a screw that secures the transformer
to the outlet that will need to be removed. After unplugging
the transformer, you must remove the battery connection. The
battery is located inside the alarm box which is usually in
a closet. Call Security Plus to let us know about the problem
and before you power up the system.
just had DSL added to my phone line. Will that
affect the monitoring of my alarm system?
Yes. Because of the noise that DSL adds to the line, it will sometimes
block the alarm signal from being sent. This can be corrected by
adding a filter to the line. Sometimes the DSL filter that the phone
company adds actually works. Contact customer service and we will
have a technician call you and talk you through a couple tests to
check the efficiency of the filter. If the filter installed by the
phone company is not working we can schedule a technician to correct