The Alarm Company strives to provide you the information you need to better serve you. In this section, you will find the frequently asked questions we receive and the answers to those questions. Find your question below and click on the link to find your answer

How do I change my account password or individual passwords?
If you already have a valid password and simply want to change it, you can use our Change account password or passwords form and fax to (408) 358-2090 or email to info@thealarmcompany.com and your request will be completed. Faxs or emails received before 3:00 PM PST, Monday – Friday will be input the same day, faxes received after 3:00 PM PST, Monday – Friday will be input the next business day.
You will receive a confirmation that the change has been made.

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How does the alarm signal get to the central station work?
Alarm panels send signals into the central station via the telephone line, so it is important to understand that if you disconnect your telephone line, you also disable your alarm system! Alarm signals can also be sent via a backup radio system (depending on your location) or over a different telephone line or cellular connection as a backup to the primary telephone line please call (408) 358-1500 or email info@thealarmcompany for details if you would like this added service.

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What will happen when my alarm goes off?
Typically, if it is a burglar alarm, the central station dispatcher will call the premises first. In the event the burglar alarm is shut off within one minute of loud noise the central station receives an abort signal and stops all calling of RPs Site & police If someone answers at the premises, the dispatcher will request a password. If a valid password is provided, the dispatcher will simply ask if everything is okay. If nobody answers, or if someone answers who cannot provide a valid password, the dispatcher will then dispatch the police. In this instance, the dispatcher will also notify the responsible party (RP) contact on the alarm account’s “RP list.” This is a typical response; the actual response to an alarm depends on a number of factors, including the individual account holder’s wishes, and the local city laws. To find out how your individual alarm will be handled, call THE ALARM COMPANY, Inc. at (408) 358-1500 or email info@thealarmcompany.com. To make changes in the way your account is handled see how do I change or add instructions for my alarm system.

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Will my security system have 24-hour monitoring?
THE ALARM COMPANY’s central station is professionally staffed 24 hours a day, 7 days a week, 365 days a year. Information about the National Monitoring Center can found on their website www.nmccentral.com. NMC telephone # is 1-888-278-9030.

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How do I change my keypad arm/disarm codes or add new ones?
Procedures for changing your arm/disarm codes or adding new ones are contained in your user’s manual. If you are having difficulty changing or adding arm/disarm codes, our Service Department can assist you. If you can not find you user guide you can find a copy of it on our support page.

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Can THE ALARM COMPANY, Inc. add, delete or change my arm/disarm codes?
Yes, in most cases THE ALARM COMPANY can add, delete, or change your arm/disarm codes remotely over the phone line, the cost for this service is a minimum $15.00 per call. The $15.00 minimum charge covers up to fifteen minutes of programming, which is more than enough time for a single code change or for a small database of codes, for large databases please call our remote programming department for a quote. To add, delete, or change codes you can use our, add, delete, or change arm/disarm codes form and fax it to (408) 358-2090 or email info@thealarmcompany.com and your request will be completed. Faxes or emails received before 3:00 PM PST, Monday – Friday will be input the same day, faxes or emails received after 3:00 PM PST, Monday – Friday will be input the next business day. You will receive a confirmation that the change has been made.

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What is the procedure for canceling my account?
All requests for cancellation must be in writing and arrangements made to
have the alarm panel programmed not to report to our central station.
THE ALARM COMPANY. Inc cannot stop billing you until the panel has been programmed, because it will continue to send signals to the central station. If you have a backup radio unit from THE ALARM COMPANY Inc, you must also make arrangements to have it programmed. Please reference the THE ALARM COMPANY, Inc. sales/monitoring agreement for complete details.

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My alarm is going off and I can’t get it to stop? What do I do?
Usually, simply entering your four-digit keypad code, then the number 1 button that says OFF, will get it to stop (you may have to enter it more than once) if that doesn’t work you may need service on your system. If your alarm is going off don’t forget to call the central station (888) 278-9030 so the police will not be dispatched to your location. Your alarm panel owner’s manual will have the exact procedures. If you don’t have an owner’s manual, you can find a copy of it on our support page. Leave the premise if you are unable to shut off the alarm.

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I don’t have a user’s manual, how do I get one?
Please visit our support page.

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I set off my alarm and nobody from central station called me! Why?
If you accidentally set your alarm system off, but immediately silenced it by entering your keypad code, you may simply have caught it before it could dial out to the central station or you shut off burglar alarm with in one minute of alarm going off. This means the central station received an abort signal that the alarm was shut off with the correct code.. There is a one-minute grace period. If it went off for some time and you didn’t get a call from the central station, there may be a problem with your alarm system. Call the central station at (888) 278-9030 and ask them to check the alarm history on your account and, if necessary, call our service department at (408) 358-1500 to arrange for a service call.

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Why does my telephone go dead when the alarm goes off?
Alarm systems use the telephone system to transmit signals to the central station. Most panels have something called “line-seizure” built into them, which means that the alarm panel grabs the telephone line to report the alarm and, until it is finished, the telephone line is unavailable for telephone calls.

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I know that I should test my alarm system regularly, how do I?
Most alarm systems have a simple way that they can be tested; your alarm systems user guide will have the exact procedures. Don’t forget to call the central station at (888) 278-9030 and place your system on test before testing and make sure you have your password code ready when you call.

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Will I get charged for a false alarm?
False alarms cost everyone money! A faulty alarm panel or the careless use of an alarm system can lead to false alarms, and cities are growing increasingly strict concerning the number of false alarms they will respond to before fining an alarm owner. Every municipality has its own rules regarding fines for false alarms. It’s wise to check with your local city hall for the rules governing your area. It’s also wise to ensure that you keep your alarm system in good working condition and that you know how to use it properly, this will help to greatly reduce the possibility of false alarms.

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What do the “STAY” and “AWAY” features on my keypad mean?
Activating the “STAY” feature arms only the perimeter zones of your home. Zones, in most cases, can be assigned as either perimeter or interior zones. Once the “STAY” feature has been activated, one can stay inside the home and move around without the risk of setting off the alarm system. Only the perimeter doors and windows will be armed, so if someone breaks into the house through a perimeter door or window, the alarm will be set off.
The “AWAY” feature is a way of arming your complete alarm system, the exit delay will count down for 60 seconds to give you time to leave before the system arms. Interior and exterior zones will be activated when using the “AWAY” feature.

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What is the difference between the Master Code and User Code?
The master code and user code is a feature of the Honeywell alarm system. The Master Code is usually the homeowner or business owner’s code. This code, in addition to allowing an individual to arm or disarm a system, allows access to entry level programming, such as changing the clock, date, time and adding or deleting user codes. The User Code is a code most often given to the alarm panel owner’s children, relatives, caretakers, employees, etc. This level of access is used primarily to turn the system on and off. Check with your alarm systems user guide for the exact functions that each level will allow.

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What preprinted forms are available?
1. Change Emergency Contact information form which you can use to update the passwords and/or emergency phone numbers on your account (see How do I change my emergency phone numbers?)
2. Add, delete, or change arm/disarm codes form which you can use to update your arm/disarm codes (see Can THE ALARM COMPANY change my arm/disarm codes?)
3. Add temporary or permanent note form which you can use to add permanent or temporary notes to your account (see How do I change or add instructions for my alarm system?)
4. Change account password form which you can use to update the passwords and/or emergency phone numbers on your account (see How do I change my account password or individual passwords?)

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What is the difference between an arm/disarm code and password?
Your arm/disarm code is the 4-digit code that you enter into your system’s keypad to arm and disarm (turn on/off) your alarm system. Your password is a word or number that you use to identify yourself to the central station in the case of a false alarm. If you accidentally set off your alarm, the central station dispatcher will ask you for your password. If you don’t have one, or if you provide an incorrect one, the authorities will be dispatched. You will also need a password to make changes to your account.

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How do I change or add instructions for my alarm system?
Going on vacation and want a temporary note placed on your account so we will dispatch first before calling your house? Want us to call the emergency notification list before we dispatch? If you have a valid password code no problem just use our add temporary or permanent note form and fax it to (408) 358-2090 or or email info@thealarmcompany.com and your request will be completed. Faxes or emails received before 3:00 PM PST, Monday – Friday will be input the same day, faxes or emails received after 3:00 PM PST, Monday – Friday will be input the next business day. You will receive a confirmation that the change has been made.

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What is the difference in the authority levels for arm/disarm codes?
Most systems installed by THE ALARM COMPANY that use authority levels have two authority levels minimum (authority level one and authority level two). A code that is assigned with authority level one is usually the homeowner or business owner’s code. This level, in addition to allowing an individual to arm or disarm a system, allows access to entry level programming, such as changing the clock, date, time and adding or deleting user codes. A code that is assigned with authority level two is a code most often given to the alarm panel owner’s children, relatives, caretakers, employees, etc. This level of access is used primarily to turn the system on and off. Some systems allow you to assign individual authority levels for the individual areas of your security system. Check with your alarm systems user guide for the exact functions that each level will allow and to see if you can add additional levels if needed.

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I have and older Radionics Omegalarm, can I get repaired parts for it?
The Radionics security systems included the Omegalarm D8112 series, the Omegalarm D6112 and the Omegalarm D4112. On August 3, 1998 Radionics discontinued manufacturing the Omegalarm security systems. In our effort to provide the best possible support THE ALARM COMPANY will continued to repair these alarm panels and keypads as long as parts are available. If you need a users guide for one of these security systems please see our support page.

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How do I change my emergency phone numbers?
If you have already have a valid password and simply want to change it or the emergency phone numbers on your account, you can use our Change Emergency Contact Information form and fax it to (408) 358-2090 or email info@thealarmcompany.com and your request will be completed. Faxes or emails received before 3:00 PM PST, Monday – Friday will be input the same day, faxes or emails received after 3:00 PM PST, Monday – Friday will be input the next business day. You will receive a confirmation that the change has been made.

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