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Phone call from monitoring centre & certificate

Goose35
Just Moved In

We just installed our new system last week. We were under the impression that no matter which sensor we tripped as long as we got to the panel and entered the correct code within the 30 seconds allotted that we would not be contacted. However, we accidentally tripped a motion sensor the other day and entered the correct code in within 5 seconds. The code was accepted and we assumed everything was fine/done. But we then got a phone call from central monitoring requiring our verbal password. We do not want to be contacted unless the correct code is not entered within the 30 seconds. Is there a way to have this changed in our settings?

 

Also, how do we get the certificate to send to our home insurance company?

1 ACCEPTED SOLUTION

MelH
Moderator
Moderator

Hey Goose35, you can contact our SmartHome Security team directly at 1-855-255-8828 and our team will be more than happy to assist you with issuing that certificate! 

View solution in original post

2 REPLIES 2

Kronos
Helpful Neighbour
If you arm AWAY (red icon) motions will be enabled after the exit delay of 60 seconds. When a motion is triggered there is NO entry delay of 30 seconds. It goes directly to alarm mode which notifies the monitoring station. You need to arm STAY (yellow icon) for the motions to be off to avoid any false alarms if you are going to be home.

Arm AWAY when nobody will be inside the house. Motions ON = Instant alarm if a motion is triggered first. 30 seconds Entry Delay if a Door or Window is triggered first.

Arm STAY when someone will stay in the house. Motions OFF = 30 seconds Entry Delay since you can't trigger motions first.

If you armed AWAY and you triggered the motion by accident when coming home then consider relocating the motion or disarming the system through the Telus app before entering the house.

I'm not sure about the alarm certificate from Telus.

MelH
Moderator
Moderator

Hey Goose35, you can contact our SmartHome Security team directly at 1-855-255-8828 and our team will be more than happy to assist you with issuing that certificate!