VOXCOM Customer FAQs

Account Information expand/collapse

Billing Questions expand/collapse

Emergency Response Centre expand/collapse

False Alarm Prevention expand/collapse

Troubleshooting Your System expand/collapse


Account Information
1.Q: How do I update information on my account? A: To update any information on your existing account, you can fill out our Update Account Information form on-line or call our Customer Service Department at 1-800-387-2966.
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2.Q: I am changing my phone service provider. Does this affect my security system? A: There are many different options for home phone service providers. In order for your security system to work properly, it is important to have a highly reliable telephone service. Traditional phone service works well as does digital phone service from providers such as Shaw, Rogers, and Cogeco. Phone service that is reliant on the Internet from providers such as Vonage and Primus requires a ResponseNet Cellular back up unit from VOXCOM to ensure a communication channel during and emergency. Either way, if you are changing your phone provider, it is important that you test your security system after the switch. To test your system, call 1.800.387.2966.
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3.Q: How do I add or remove a contact person to/from my account? A: You can either fill out the Update Account Information form or call us toll free at 1-800-387-2966.
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4.Q: What do I need to do if I am going away on holidays? A: The Holiday Request form is designed for this purpose. Please fill out the form, indicating your departure and return dates and including any special instructions or additional people we should contact in case of an emergency.
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5.Q: How do I go about getting VOXCOM stickers, signs, and pass cards? A: Please fill out the Contact Customer Service form, call us toll free at 1-800-387-2966, or email us at customer.support@voxcom.com with your request for signs, stickers, and passcards. If you email us, please include your name and the telephone number of the site where you have the security system installed; this step will allow us to identify your account very quickly in order to serve you quickly and effectively.
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6.Q: What happens if I move? A: If you are moving, please fill out the Move Request form. VOXCOM’s Max™ Your Move program ensures that you will feel just as safe in your new home as you feel in your current one. Existing customers who are moving from their current location will receive special incentives on a system for their new home!
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Billing Questions
1.Q: What payment methods can I use to pay my monthly fees? A: You have the choice of using the following options to pay your monthly fee: Pre Authorized Payment Credit Card
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2.Q: What is the breakdown of my statement or payment? A: Your statement or payment is broken down into: Monitoring Private Guard Response Lifetime Service Protection Service, Labour, Parts, or Installations
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3.Q: Can I have my account billed monthly, quarterly, semi-annually, or annually? A: Yes, you can have your account billed for all of the mentioned time periods. Quarterly, semi-annual, and annual payments may be set up through invoicing. The pre authorized payment option is available for all the time periods, including monthly.
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4.Q: How come I was billed twice this month? A: If you were billed for more than a month, it is because of a missed payment.
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5.Q: Am I able to pay with any other method besides Pre Authorized Payment (PAP)? A: VOXCOM highly recommends paying with pre authorized payments through chequing accounts.
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6.Q: How do I know when a pre authorized payment will come out of my account? A: All pr authorized payments are taken monthly on the date of your original installation.
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7.Q: What if I want to change the date that payments come out of my account? A: To change your payment due date, please contact our Customer Service Centre through this Web site or call 1-800-387-2966. Indicate what your present due date is and what due date you would like it to be. Also include when you would like the effective start date of the new payment date.
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8.Q: How do I get a receipt for income tax purposes? A: For tax receipts, contact us through this Web site or call our Customer Service Centre at 1-800-387-2966, and a receipt will be provided.
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9.Q: What do I do if pre authorized payments are not coming out of my account? A: If your bank statement shows that no payments are being extracted, please call our Customer Service immediately at 1-800-387-2966.
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Emergency Response Centre
1.Q: What is the Emergency Response Centre? A: It is where we provide our 24 hour monitoring services to you. Our state of the art facility is staffed with highly trained personnel 24 hours a day, 7 days a week. All operators are certified through the Security Industry Association (SIA), which is an organization that sets standards for the alarm industry and provides training initiatives and information to its membership. As well as completing the SIA certification program, Emergency Response Centre operators go through a lengthy training program and are regularly tested to ensure that both industry standards and VOXCOM internal protocols are being met at all times.
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2.Q: What is an Intrusion Alarm? A: An Intrusion Alarm, which can also be referred to as a Burglary Alarm, advises the Emergency Response Centre that a protected area or device have been activated. For example, if your front door has a sensor and the system is armed, if the front door is opened and a disarm code has not been entered into the keypad within the required amount of time, then the intrusion alarm is sent to our Emergency Response Centre.
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3.Q: How does the Emergency Response Centre respond to an Intrusion Alarm? A: When an Intrusion alarm is received in the Emergency Response Centre, a VOXCOM operator is able to tell which device or area has been activated. As in the case above, the operator would be able to determine that the front door was opened and no disarm code had been entered, which would signify a possible unauthorized person at the location. The operator calls the location If the phone is answered, a passcode or password is requested to verify the person. (NOTE: it is very important that each individual who is authorized to be at the premise has a unique identification password or passcode in order for the operator to verify quickly and accurately who is at the premise. If a person is no longer authorized to be at the premise, VOXCOM needs to be notified immediately.) If the phone is answered and the person present can not provide a valid passcode to the operator, the authorities are dispatched. The operator then calls the contacts or keyholders listed on the account to advise that there is someone on the protected premise who is not authorized to be there and could not provide a valid passcode. If the phone is not answered, the authorities are dispatched. The operator then calls the contacts or keyholders you have listed on your account to advise that an Intrusion Alarm has been received and that the police or guards have been dispatched. (NOTE: The operator will continue calling all contacts listed on your account until voice contact has been made and information regarding the Intrusion Alarm and authority dispatch are relayed to an authorized person. The operator will request the contact to attend at the premise. The operator will then contact the authorities to advise who will attend and the estimated time of arrival. The alarm is then held for further follow up from the authorities and/or contact attending.)
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4.Q: Why is a passcode so important? A: A passcode or password identifies people who are authorized to be at the premise. Each individual who is authorized to be at the premise should have a personal identification. A passcode can be a word or number or a combination of both and should be easy for the individual to remember. As the owner of the home or business, you should have knowledge of all authorized passcodes or words; this information should not be shared between the individuals you have authorized. There may come a time when you determine that specific people need to be removed from your authorized list. If you have determined that a specific person is to be removed from your authority list, VOXCOM must be notified immediately, to ensure that only authorized access is allowed. If you wish to have someone removed from or added to your authorization list, please contact our Customer Service Centre at 1-800-387-2966 or request the changes online through our Account Update Form.
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5.Q: What about visitors? Should they have a passcode? A: Absolutely. If, for example, a family member comes to visit and accidentally activates the security system, you may have given them the disarm code for the keypad, but have not given them an individual personal identification passcode or word. The operator would call the premise and, when your visitor could not be verified with an appropriate passcode, the authorities (Police or Private Guards) would be dispatched. It is simple to assign a temporary authorization to visitors or someone who may be taking care of your home when you are away–all you have to do is call our Customer Service Department at 1-800-387-2966 and advise them of the passcode, name, and how long you would like that person to be authorized.
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6.Q: What happens if I press my Panic Alarm? A: A Panic Alarm is activated by pressing your panic button on your keypad or remote and would be used to indicate that your personal safety is in jeopardy. In the event of a panic alarm received in the station, the operator calls the premise. If there is no answer, the police are dispatched. In the case that someone does answer the phone, the operator asks, "Do you require the police?" If the police are required, the operator dispatches them as requested. If the police are not required, the operator asks for a passcode. Upon verification of the passcode, no further action is taken. If you are aware of activating a panic alarm in error, please call the Emergency Response Centre at 1-800-661-3631 to report the false alarm without delay.
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7.Q: Can I hear a Panic Alarm? A: As a default, panic alarms are not audible. The customer has the option of having the siren activated upon pressing the button. If you want the siren to activate when you press your panic button, the default needs to be reprogrammed. Please call our Customer Service Centre at 1-800-387-2966.
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8.Q: What happens if a Fire Alarm is activated? A: A fire alarm can be activated either by pressing the FIRE button on your keypad or automatically, if your home is protected with monitored smoke or heat detectors that report to your security system. In the event of a fire alarm being activated, the operator will phone the location. If there is no answer, the fire department is dispatched. In the case that someone answers the phone the operator asks, "Do you require the fire department?" If the fire department is required, the operator dispatches the fire department and advises that all people within the home are to leave the premise immediately. If the fire department is not required, the operator will ask for a passcode. Upon verification of the passcode, no further action would be taken.
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9.Q: What happens when a Medical Alarm is activated? A: A medical alarm can be activated by pressing the medical button on your keypad or remote. In the event of a medical alarm being activated, the operator will phone the premise. If there is no answer, the ambulance is dispatched. In the case that someone does answer the phone, the operator asks, "Do you require an ambulance?" If an ambulance is required, the operator dispatches the ambulance and attempts to gain more information to assist the paramedics. If an ambulance is not required, the operator ensures that all is safe and no further action will be taken.
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10.Q: Does the Emergency Response Centre know when I have disarmed the alarm system after an alarm has been activated? A: Yes. When you disarm your system after an alarm has been activated, the Emergency Response Centre receives a CANCEL or ABORT signal. This signal indicates that there is an authorized person at the premise who has entered a valid code to disarm the system. This cancel or abort signal is an electronic verification and indicates that there is not an emergency at the premise. The security system is programmed to have a delay time, which will enable you to comfortably enter the premise and proceed to the keypad and enter your disarm code. The amount of time depends on the customer's requirements; if you have a long distance to cover to enter your code into the keypad and you are activating your alarm regularly, additional delay minutes can be added. Refer to your system manual or call our Customer Service Centre at 1-800-387-2966. NOTE: An alarm is not activated until your delay time has expired. Delay times are usually only placed on the main door of the entrance; all other entries will not have a delay programmed unless the customer requests this option.
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11.Q: What is the difference between a Panic and a Duress Alarm? A: In the event of a panic alarm, the Emergency Response Centre calls the home first to determine if the police are required. When a duress alarm is received, the home is not contacted under any circumstances and the police are immediately dispatched.
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12.Q: How do I get a different code to activate a Duress Alarm? A: In order to have a code that will trigger a Duress Alarm, you will need to contact our Technical Support Centre, and our technicians will program a duress alarm code for you. Contact us at 1-800-387-2966.
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13.Q: How does the Emergency Response Centre respond to a Duress Alarm? A: In the event of a duress alarm, the home is not called under any circumstance. The operator is not aware of what sort of situation the customer is in and calling the home may make a bad situation worse. The police are dispatched and the operator continues to call the keyholders listed on your account. When voice contact is made with a keyholder, they are requested to attend if possible. The operator will then contact the police to advise that a keyholder will attend and the approximate time of arrival. An attending keyholder is advised not to enter the home unless the police are at the scene. On a duress alarm, a police dispatch CANNOT be cancelled.
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14.Q: What are additional life safety and property protection? A: VOXCOM can also monitor your surrounding environment to ensure that your property is protected from water and/or carbon monoxide as well as high or low temperatures within the location.
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15.Q: Why does my phone not work when an alarm has been activated? A: The security system communicates with the station through the phone line. When an alarm is activated it takes control over the phone line to advise the station that a sensor or device has been compromised. Even if you are on the phone at the time a device is compromised, the alarm system would overtake and disconnect your conversation to send the signal to advise the station.
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16.Q: What happens if we lose power? Will the alarm system still work? A: If your home or business loses power, a signal from your alarm control panel is sent to the station advising that there is no power being supplied to the alarm system. The Emergency Response Centre then calls the premise to check if the power is out in the area. There are several reasons a power loss signal could be activated. For example, if a breaker or a fuse in your home is tripped or blown, it will send a power loss signal; if for some reason the main plug to your alarm system becomes loose, we would also receive a power loss signal. Even if the power is out in your area, your alarm system will continue to work on the back up battery. If the power is not restored to your alarm system and the back up battery starts to run low, we would then receive a signal that would indicate that you have a "Low Backup Battery".
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17.Q: What is a Tamper Alarm? A: A tamper alarm is a signal that is sent to the Emergency Response Centre advising that the alarm system is being tampered with in some way. For safety reasons, it is very important that only authorized people be allowed to touch any part of your alarm system. If you are having renovations done to your premise and devices or sensors need to be removed, please contact the VOXCOM Customer Service Centre at 1-800-387-2966, and our trained technicians will assist and advise the best way to do so.
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False Alarm Prevention
1.Q: Why do false alarm fines sometimes occur? A: In the event of a false alarm, the owner of the property possessing the alarm system may be fined if authorities are dispatched without just cause. Different jurisdictions have different polices towards dispatching service to false alarms.
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2.Q: How do I get more information on false alarm fines? A: If you require more information on false alarm fines, please e-mail us at customer.support@voxcom.com or call 1-800-387-2966 and speak to a false alarm specialist.
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3.Q: Do I have grounds to appeal a false alarm fine. If so, how do I go about it? A: You are able to appeal false alarm fines. If you would like to appeal a false alarm fine, please call our Customer Service at 1-800-387-2966 and speak to a false alarm specialist. Our representative will thoroughly look into the matter and assist you in any way possible.
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4.Q: How can I prevent false alarm fines? A: There are a few ways that you can prevent false alarm fines. Private Guard Response Special Protocol Dispatch Instructions VOXCOM provides Private Guard Response throughout different areas of Canada. In the event of an alarm, mobile guard response vehicles are dispatched instead of the police. When necessary they will call the police or proper authorities. Another way to prevent false alarm fines is to have Special Protocol applied to your account. This is a procedure in which your contact people are contacted before dispatching the authorities. In the case we are not able to reach any of your contact people, the police would then be dispatched. Special protocol is not applied to accounts where Private Guard Response is available. You are also able to add any specific dispatch instructions to your account on how the Emergency Response Centre is to respond to certain alarms.
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Troubleshooting Your System
1.Q: What do I do if my system needs service? A: If for any reason your system requires service, fill out the Request Service form on this Web site. A VOXCOM representative will contact you regarding the details and scheduling of the service call.
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2.Q: One of my sensors is showing a low battery. Can I change the battery myself? A: Yes, you can change the battery yourself. The sensors have screws on the back, which are removable. When you open up the sensor, you will be able to tell what type of battery is required. If you have any difficulty in changing the battery, please call our Customer Service Centre at 1-800-387-2966 or contact us directly through this site.
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3.Q: I can't arm my system. What should I do? A: The first thing to do is check whether there is a ready light that is lighting up on the keypad or not. If you do not have a ready light, make sure that all the zones are closed and nothing has been left open. Once you have a ready light on, enter your four-digit code and press "stay" or "away" to arm your system. If you still do not have a ready light on and your keypad is indicating that a zone is open, call our Customer Service or Emergency Response Centre at 1-800-387-2966.
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4.Q: How do I use my remote to arm my system? A: When leaving your home press the "lock" key to arm your system. To disarm your system, press the "unlock" key. When arming your system, ensure that all the zones are closed as the system will not arm if there is an open zone.
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5.Q: My remote stopped working properly. What do I do? A: The most likely reason for your remote not to work is a low battery. When the battery starts to run low it will not function the way it is supposed to. You can easily change the battery in the remote yourself. Another reason why the remote may not be working is that you may be too close to the alarm panel. Moving a little distance away from the panel will solve this problem.
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6.Q: Does my system work when the power is out? A: Yes, your system will continue to work when the power is out. All alarm systems have a back up battery. In the event of a power outage or if there is no power being supplied to your alarm system, the system will continue to work on the back up battery.
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7.Q: I have power in my home, but my keypad is showing that there is no power. What do I do? A: If your keypad is showing that there is no power and yet there is power, it means that there is no power going to your alarm system. In this case there are a few things that can be checked. The first thing to check is the breakers and fuses of your home. A breaker may have tripped or a fuse may have blown. If there is no problem with the fuses and breakers, check the main plug for the alarm system as it may have come loose or unplugged. When power is restored to your system, it will indicate that power is up and running. If a problem still persists, please call our Customer Service Centre at 1-800-387-2966.
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