Questions & Answers

Who does the maintenance and servicing of my system?

If any servicing needs to be done on the system it is carried out by one of 123’s highly skilled and educated engineers dispatched from your local branch. We also carry out yearly inspections on your system to ensure everything is in working order, such as batteries and sensors.

Is there somebody I can talk to, if I have questions after installation?

Yes. Our administration team are always on hand to answer any questions that you may have. Head office can be contacted on 0845 0606 123.

If the call is out of office hours or the query is related to a problem with your system, we have an out of ours emergency helpline that is available 24 hours a day - 0845 0606 123.

Will I ever need to use the panel?

It is possible to go without ever using the alarm panel. We find that most people prefer using the key fob or proxy tag to operate their system. If you ever need any extra help we are available 24 hours a day or night to assist you on 0845 0606 123.

Why do the sensors not always flash or pick me up when I enter a room?

When the system is not armed it will go into sleep mode in order to save battery. To check if a sensor is working, leave the room for 3 minutes and then enter again. The sensor should flash.

How long do the batteries in the sensors last for?

All our sensors come with a 3.2 lithium charged battery which can last up to 5 years. This can vary depending on the use of the alarm.

If triggered, how do I stop my smoke/fire alarm going off?

Ensure the room is smoke free and press the un-locked padlock button on the key fob. If this fails then press the un-locked padlock on the alarm panel and enter your code when prompted.

Is the 123 alarm system pet friendly?

123's security systems are completely pet friendly. Our sensors are selective and only detect moving objects that weigh over 38kg – the average animal will move undetected.

Maintenance and annual visits - what do we check?

Carrying out services and maintaining your alarm system is imperative to ensure the protection of you and your property. We install our systems to the highest standard and inspect the equipment at least once a year in line with our SSAIB accreditation.

During our annual visit we carry out a very thorough check to ensure everything is working as it should. We will of course check the alarm panel and every wireless device for battery power and signal strength as well as checking to see if it has been tampered with in anyway.

We also ensure that the rest of the system if fully functional, including the smoke alarm and panic button.

123 provide paperwork on completion to outline what checks have been carried out and what action has been taken if needed.

What happens if my alarm is activated?

If your 123 alarm is activated the internal siren (and external if chosen) will activate, designed to scare off a burglar before they have time to do further damage!

In the event of activation we don’t jump to conclusions and assume it’s a break in - it could be you being a little clumsy and setting it off yourself. If this is the case, you can easily disarm the system using the key fob or the 4-digit code. If you don’t do this quick enough we will phone you and ask you for your password.

If someone has broken in they will set of a second part of the system. As an example lets say they go into the kitchen. That would flash up on the monitoring station as ‘kitchen PIR’ . This is a second activation also known as a confirmed activation. The brilliance is that not only do we know where the break in occurred but we also know where they move during the break in, and on top of that we even know the time of the break of entry.

Why have key holders?

With 123, part of our response is carried out through your nominated key holders.

These are people you propose, who can be trusted if a break in were to occur. If your alarm is triggered, after your personal number is phoned, the monitoring station will then move onto contacting your key holders. If the alarm is activated, you are called by the monitoring station. If you are unable to give the password, the first key holder will be contacted and asked to respond. If key holder 1 is unobtainable, key holder 2 will be asked to respond. If both key holders are unavailable, the police will carry out an external inspection of the property. This is subject to your monitoring agreement with us.

Why is a telephone line needed?

The telephone line is used in order for the alarm to communicate with the monitoring station. However we do not require a separate telephone line – we use a hard wired ADSL filter to utilise your existing point. Meaning your telephone line and broadband will not be affected.

Do I need a particular telephone provider?

No, our system is compatible with most telephone providers. If there is any query the engineer will be able to discuss with you on their visit.

What happens if my phone line has a fault?

A 123 alarm has an advanced self-diagnoses feature enabling it to flag up any faults including your phone line. In any case our engineers will always be at hand, either remotely or with a quick visit at your convenience.

Will additional equipment on my telephone line interfere with my telephone line?

In most circumstances additional equipment will not affect your system. Our engineers will be the best to advise you on this.

Will the alarm installation be a hassle?

The installation could not be simpler! All 123 systems are wireless meaning they can be installed quickly and efficiently, with minimal disruption. An average installation takes just two hours and we ensure that the engineers treat your home as if it were their own. The engineer will also run through how to use the system and will not leave your property until you are 100% happy and confident in using the system.

Will there be false alarms?

At 123, we understand the importance of minimising false alarms and only use state of the art wireless technology.

There are some simple procedures that can help to reduce experiencing these:

  • Explain the system to anyone who will be using it
  • Check that your sensors do not have anything obstructing them
  • Know an exit-route to keep to when setting and un-setting your alarm
  • Until the area is un-set, do not walk in front of sensors
  • Maintain regular checks on the system
  • Check that passwords and codes are known before using the system
123 Alarms - Questions and answers