I think they mean sticking in a digiair on dial capture or similar to get round their arcs 0844 number, either that or some numbnuts activated start chc sms uptate and doesn't know how to turn it off.
Op are you maybe resetting the alarm with the code or fob before the arc call you? If you reset it they will see you have reset it and treat it as an abort, a false alarm basically. If you have had a high number of false alarms due to user error the arc may increase the amount of time they wait before calling keyholders, called the filtering time, to wait and see if they receive an abort signal telling them it was just another false alarm. If the alarm goes off frequently either you have faulty equipment, incorrect installation or often user error. Whatever the cause you need to get it sorted as regular false alarms reduce the effectiveness of everyones alarms and causes annoyance.
Make all your correspondance with your company in writing or if its verbal follow it up with an email confirming what was discussed, and build a proper picture of what is going on, if it's systems failure you should be able to get a refund if it's operator error prepare to be hit with a bill.
oops gaz covered a lot of what i said while i had that half typed.