Frequently Asked Questions

Absolutely!  With Total Connect by Honeywell, today’s newer systems can be accessed in ways that were never possible in the past.  Systems can now be armed remotely, send email and text notifications, and be integrated with cameras for remote viewing.  If you’re interested in these features, or to check compatibility with an older system, please call our office at 229-431-0800.

Yes, you can reach a REAL person, not an answering machine or voice mail. Our UL-listed Central Station operates 24 hours a day, 7 days a week, 365 days a year, and can be reached at 229-431-0800 or 800-442-1125.  Our dispatchers will provide assistance and answer your questions. We also have an after-hours technician that can help with emergency repairs.

Our OFFICE BUSINESS hours are M-F, 8-5 EST.

Central Monitoring recommends monthly testing of your system. Contact us and a dispatcher will assist you with placing your system on test. You are required to give your name and password. Once the system is placed on test, set your system to the away mode and open a door or window to trigger an alarm. It normally takes 30 to 45 seconds to receive a signal from your system. To ensure your system is working, call back to make sure we received the signal(s).

We will be happy to investigate any issues you may be having with your equipment. Call our Main office (229-431-0800) and ask to speak with one of our Service Coordinators, email servicecoordinator@central911.com, or click here to request a service appointment.

Most Homeowners Insurance agencies offer discounts for having a monitored alarm system. For more information, contact us and ask to speak with our Customer Service Representative about an Alarm Certificate.

Refer your family, friends, or acquaintances to Central Monitoring and we will send you a $50 check for each person who signs with us. For more information, click here.

Please call the Central Station at 229-431-0800 or 800-442-1125 as soon as you trigger the alarm. Be prepared to give the dispatcher your password. Our Central Station dispatchers will also attempt to contact you to make sure you are ok. It’s important that you speak with a dispatcher. This will prevent emergency services from being dispatched.

Anytime you will be away from your home or business for a few days, please contact the Central Station at 800-442-1125 and let us know what dates you will be away. You can assign keycodes and passwords for neighbors or friends checking on your home. Before you go out of town, make sure your contact list is updated as needed.

YES. If you switch phone services or make changes to your phone service, we will need to come out and ensure that your alarm system is still connected to the phone line. We may also need to reprogram your alarm to work on an alternative type of service. Some older alarm systems may require additional equipment.

The lack of a landline phone is not a problem. Central Monitoring security systems can utilize a GSM communicator (cellular unit) to keep your home or business monitored 24/7. Using a cellular unit improves security overall because you no longer have an exterior line that can be cut.  It offers excellent alarm communication speed and it supports enhanced services like remote control and automation. Wi-Fi options are also available. If you choose to cancel your landline, please contact our service department for your options before cancellation.

In case of a power loss, your back-up battery will activate to maintain your alarm protection for several hours. If your battery is low, a low battery signal will appear on your keypad and new systems will notify our central station. Additional services such as Total Connect can provide a text or email message to notify you if your power is lost. This is especially useful if you have a large food freezer, medical equipment, or special pets (tropical birds, fish, etc.)

We have several of our most commonly installed system manuals on our website for you to download. Click here. If we didn’t install your system, or if you don’t see the one you are looking for, please give us a call as we may still be able to help you

Your keypad is informing you that the alarm system is not ready to be turned on (armed). The most common reasons for this are that a door or window may not be completely closed, a motion detector may be sensing movement, or a previous alarm has not been cleared out of the memory. If you correct the condition, the alarm system will be ready to arm.

If an “FC” or “Failure to Communicate” appears on your keypad then either your landline does not have a dial tone, OR your Cellular communicator has failed.  Call us and ask to speak with one of our Service Coordinators. We will help you troubleshoot to determine if you need a service call.

Your keypad will normally display “NO AC” when the system has lost electrical power. The outlet should be checked to verify that it is operational. If your outlet is working properly a service call will be needed.

If your system displays a Low Battery, contact us, and ask to speak with one of our Service Coordinators. They can give you clear instructions on how to change the battery yourself.  Click here for a video demonstrating how to change batteries.

If you prefer to have a technician change the battery, we can schedule an appointment at your convenience.  A service fee may apply.

The trouble light is an indicator that your alarm system senses a problem that needs attention. It is usually a minor issue, such as a low system battery. However, it can also be an indicator of a more serious issue. If you are unsure of the problem, please call us at 229-431-0800 and we will assist you.

National Fire Protection Association (NFPA) recommends replacing all smoke detectors every 10 years to ensure your family’s safety.  Smoke detectors should be replaced every 10 years from the date of manufacturing (the date should be indicated on the device). Dust and debris can settle inside the device and the sensors may not work as well after the 10-year period. Carbon Monoxide detectors should be replaced every 5 to 7 years.

An improperly installed motion detector device may activate falsely. Movement of objects such as balloons or curtains within the range of a motion detector may also trigger an alarm activation. The motion detector may require relocation or adjustment by an alarm technician

Always call 911 first if you have an emergency! If you need assistance with your alarm system, call Central Monitoring and we will be happy to help.

Definitely! If your alarm goes off while you are away, who would call the police or fire department? Our 24-hour Central Station dispatchers will notify local authorities when your alarm signal is received. The police or fire department will then be dispatched to your home or business.

Absolutely! Smoke, fire and carbon monoxide sensors cannot be disarmed and are monitored 24/7. So, we will receive an alarm signal even if your alarm system is not armed.

We do! Our proprietary central station is a UL rated dispatch center that provides monitoring around the clock giving you the peace of mind that your family and home or business is safe. This advanced combination of services provides our clients with the best balance of personalized service and state-of-the-art technology to ensure the highest quality of alarm monitoring.

This allows you to move around within your home while the alarm system is on. In the “stay mode” your alarm system is armed with your perimeter (doors, windows/etc.) sensors activated, while leaving the interior motion sensors deactivated.

Once the alarm system is triggered there is a short delay (seconds) while the alarm system contacts the central station. If the code was entered quickly the system would not have time to complete contacting the central station.

To prevent false alarms when exiting, the system provides a delay that allows the user sufficient time to leave before “arming” the system. When returning, the system provides the user a sufficient delay to disarm the system to prevent a false alarm activation. The delay period can range from 30 seconds to 3 minutes (depending on what you requested during installation). Call if you would like your delay time changed.

If a SILENT panic button is programmed, when you hold down the panic or fire alarm buttons on the keypad for 1 to 3 seconds, an alarm is sent to our Central Station. Emergency services are dispatched immediately. An alarm received in this manner cannot be canceled.

For an AUDIBLE panic or Fire Alarm the dispatcher will attempt to reach you before contacting authorities.

The panel/keypad code is the number you type into your keypad to arm/disarm your system. For keypad code change, contact us and ask to speak with one of our Service Coordinators.

Your password is a word/code that a dispatcher will ask for over the phone to verify your identity.  For password change, email station@central911.com.  Be sure to include a photo copy of your ID. Central Monitoring recommends that you avoid using your panel code as your password. You may also stop by our Albany office at 522 Pine Avenue to fill out a Password Change request.

Your password is a simple word or phrase chosen by you to prevent or cancel the dispatch of authorities in the event of a false alarm. It should be a word, number or phrase that is easy for you to remember but hard for an outsider to guess.

Underwriters Laboratories (UL) is the leader in the certification and listing of Monitoring Centers. In order to receive UL listing, Monitoring Centers must meet demanding requirements for architectural and physical security features as well as emergency power, computer hardware and software and dispatcher training. Central Monitoring meets all UL requirements. Many insurance companies require alarm monitoring to be performed by a UL-listed Monitoring Center in order to qualify for significant premium discounts.

Central Monitoring dispatchers will contact authorities immediately. Once the call is made to the police department, the responsibility lies with the authorities. Many Police Departments respond based on priority of the call. In a situation where you believe that the police were slow to respond to a dispatch, we recommend that you contact your police station to inquire or call Central Monitoring to let us know.

In the event of an emergency, the order of your contact list is vital and needs to be current. If you would like to update your contact list, contact us or email station@central911.com. Your password is required.

To reduce false alarms, several cities and counties around the country are requiring security system owners to register their systems with the police department.

Each city and county has a different process to register your alarm system.  If you need assistance with registering your system or to find out if it’s necessary in your area, contact Central Monitoring or your local police department.

Contact the Service Department or the Customer Service Department by calling 229-431-0800 or 800-442-1125 or emailing customerservice@central911.com to request more yard signs and window decals.

Central Monitoring would like to help! Contact us and ask to speak with our Customer Service Representative.

False alarms occupy emergency services and could slow their response times to actual emergencies. False alarms can also be costly as some local authorities will charge fines for false alarm dispatches. If your system needs a repair or you need additional training to use your system, please call us right away.

You can mail a check, pay over the phone, sign up for autopayment or pay on line. We accept Visa, Master Card, Discover and American Express.

To pay on line, visit our website www.central911.com and click on the menu at the top of our home page, then click “Pay My Bill”. You will have the option of paying by credit card or PayPal.

If you prefer to speak with someone, contact us and ask to speak with our Customer Service Representative. Our Business office is open Monday – Friday from 8:00AM to 5:00PM Eastern Time.

Yes, we can email your bill to you if you would like. Please call our office with a valid email address and we can get you set up.

Automatic payments save you time and money! We offer several automatic payment options that include automatic draft from your checking account, debit card or credit card. Call our office, ask for Customer Service to get started or to make changes to your existing automatic payment.

Every Central Monitoring sales representative and technician will have a Central Monitoring company photo ID and will be driving a van with our name and logo on it. You may also request an email confirmation with a photo of your technician. If you have questions or concerns, contact us at 229-431-0800.

Central Monitoring records telephone calls between our Central Station, our customers, and local authorities. These calls help us improve our customer service, maintain quality & consistency, and serve as a valuable training tool as we always seek to improve our customer service.

Protecting your data is one of our top priorities. Our computers and network are protected by strong firewalls to prevent hackers from accessing your personal information.  We NEVER share your information. By using your password, we can confirm your identity before answering your questions. This is for your protection.

If you already have access to view your account, click here www.central911.net and enter your password.

If you would like to view your account activity contact Katrina at csmanager@central911.com or call 229-431-0800 or 800-442-1125, Monday through Friday between the hours of 8:00 AM to 5:00 PM EST. Call or email today. You may qualify to receive this service FREE.

We offer an option that will allow you to log into your account and view your information at any time. You can check your history, see who has armed and disarmed your system, view your contact information and passwords. There is a small fee for this service. Call for more information.

Central Monitoring’s extended service plan can pay for itself in savings, convenience, and peace of mind. Service plans start as low as $8 per month and include FREE equipment and labor on qualified repairs.  When you sign up for a service plan you will receive a complete system inspection and installation of surge protection. Interested in worry free security system maintenance? Call us at 229-431-0800.

Despite the name similarities, home security and home automation are not the same thing.

Home security refers to many different things, which all have something in common: they help protect your home from unwanted intruders. Home security benefits are obvious in the fact that your home should be safer.

Home automation is literally the automation of the technology in your home. It usually includes things like your thermostat, security locks, smoke detectors, carbon monoxide detectors, lights, and security systems. It can also include things like your oven, refrigerator, garage door, TV and entertainment centers, blinds and curtains, intercoms, automatic pet feeders, and much more. Home automation benefits, on the other hand, might not be so obvious. You’ll know what’s going on in and around your home anytime of the day.

The differences between home security and home automation aren’t glaring, but it’s worth knowing that the two work really well together. Your home automation and home security systems can work perfectly well on their own, but when connected to one another, chances are good that you’ll be able to increase your home’s protection significantly.

Central Monitoring does offer panic and medical buttons. We can add those buttons to most existing systems. We can even provide you with a one button remote “key-fob” to arm/disarm your system. You can even carry your panic button or medical button around in your yard or from your car to your house. There will be a charge for the additional equipment needed, however there will not be additional monitoring fees. For more information, contact us and ask to speak with one of our Service Coordinators.

There are several solutions available. We offer a Life Sentry system, a Personal Emergency Response System, that provides 2-way voice connection at the touch of a button. Other affordable options are available that can be designed specifically for your situation.

Central Monitoring offers a wide range of security products and services, including burglary, fire, access control and surveillance cameras, monitoring and more. We encourage customers to visit the Demo Room at our Albany office. This will give you the opportunity to not only view our products but have hands-on experience with what we have to offer. For more information, visit our website www.central911.com or contact us.

A monitored smoke detector was installed as a component of your alarm system and will notify the central station of smoke or fire even if your alarm system is not armed. This provides the fastest response possible by the Fire Department to protect your family, your pets, and your home. Stand-alone smoke detectors will alert you when you are home, but do not contact anyone when you are away. If you are not sure if your existing smoke detectors are integrated into your alarm system, give us a call.

Statistics show that homes with monitored alarm systems are 3X less likely to be broken into. However, if you should have a break-in:

First, call the police. If you think the criminal might still be inside, leave immediately and call 911. It’s important to get the police on the scene rapidly. You will need the police report to file an insurance claim. If your home was broken into as part of a larger string of robberies, notifying the police can assist them in finding the criminals. Then call a friend or family member to be with you. A home break in is a frightening experience.

Second, make a list of everything missing. You will need this list for the police report and for your insurance agent. If possible, take photos or video of visible evidence such as damage to your door or window. If you have video clips from camera surveillance, provide a copy to the police.

Third, contact your insurance company to begin the claim process.

Fourth, arrange for emergency repairs. Consider having your door locks changed.

Last, call Central Monitoring. You may qualify for a reimbursement of your home insurance deductible. As a valued residential customer of Central Monitoring you are automatically enrolled in our Homeowner Deductible Reimbursement program. If you suffer a loss due to burglary or fire, we’ll reimburse your paid homeowners insurance deductible up to $1000 per occurrence.  

Consider having a complete home security evaluation by either local police department or by a Central Monitoring representative to determine any additional security measures you may need.

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