GalaxyQuest

I don’t disagree with this, although a member of the ARC’s management team positioned that they would need to be asked to setup to do this, it’s not standard practice for a Grade 2 system with a URN.

Thanks for all of the responses. I will be discussing with the alarm co tomorrow. Its my second home so im not there all the time and each call costs 20p, some days the system tried 30/40 times, hence one month phone bill cost me £250, I should pay closer attention to my bills, I know. The phone line has no issues, ADSL and phone line are running perfectly fine and all filters are working normally so everyone is none the wiser why the digi (on a galaxy) stopped working. Not an issue with the panel as the digi air is now working fine. My concern was more who is truly at fault here so that I can have a sensible conversation as it felt like something hasn’t been setup appropriately with monitoring If the daily test call had happened or not. Appreciate all the insight!

Thanks Norman, the companies are the alarm and then monitoring firm, you are correct. Interestingly the ARC says the alarm company would have needed to ask for it to be setup, where as to me the regulations state that this would be a standard requirement so am not sure who is technically at fault here, if it is indeed the regulation? I have a very good relationship with the alarm company and have no qualms with their service (hence why I’m not using any names), however I want to understand the regs and who technically might be accountable here as I am not interested in mud slinging, but an amicable solution. The phone bill cost me c£600 so it’s not a small amount of money either and will teach me not to look at my direct debits so regularly as I might have spotted the issue myself!

Hi - this is my first post and I’m hoping you guys can help shed some light on an ongoing query I have. I have a Grade 2 Monitored system with a URN that was setup to send a daily test call to the ARC via a digital communicator over my telephone line, the system has been installed and maintained for over 10yrs. It recently came to light that the digi was failing to communicate to the ARC each day (the ARC received the call, however no data transmitted) and therefore the panel was attempting to redial a number of times each day before giving up. This has resulted in me incurring a very hefty phone bill and baffled the alarm engineers as to what happened, so I have had the digi replaced with a new CSL digi air, to move away from the phone line. The question I have is surely I should have been made aware that my system was failing to make the daily test call? On discussing this with the ARC they have told me that it would be standard practice for the profile at their end to be setup with a schedule so that if the test call was not received by them within the rolling 24hr period then a fault would be raised and flagged back accordingly to me or my alarm company, however my profile was never setup in this way (either not setup properly or never asked to be setup in this way). Before I follow this up further with the ARC and my security company, I just wondered if anybody could offer any guidance on what would be the ordinary protocol for such a system and how it should have been setup. I am thinking that by not setting up the system to ensure the test call was received then technically it hasn’t been compliant with the regs and therefore a fault lies with someone? Any insight would be appreciated so that I can amicably resolve this with the two companies. The main thing is my system is working perfectly with the new digi and I can sleep easy! Thanks in advance.