roger191141 Posted July 8, 2015 Posted July 8, 2015 (edited) We cancelled our contract with ADT (what a shambles of a company, at least at the domestic level) a year ago and transferred support to a local security company. The new service has been fine up till now when we need to program some new keytag fobs and re-program 4-button fob. The new company cannot program the fobs because they say they cannot get sufficiently deep into the system (Honeywell Galaxy 2-20). ADT refuse to release the engineer’s codes to the current company quoting data protection blah blah. The kit does not belong to ADT, it’s ours. What right does ADT to hold onto to such essential information? ADT says it will send an engineer and charge us £225 (+VAT I suppose) for a few minutes work. In my view an ADT engineer should call, establish that we are bona fide owners of the system, release the codes to us and do so free of charge. Edited July 8, 2015 by roger191141 Quote
Lwillis Posted July 8, 2015 Posted July 8, 2015 The local company should be able to default the panel codes and reprogrammed it without the need for ADTs engineer code. Thinking about it tho they don't need ADTs code to repgoram fobs that's done on the master manager level not engineers. Quote
sixwheeledbeast Posted July 8, 2015 Posted July 8, 2015 I also agree it's most likely that the fobs can be programmed with the master user code and not with the engineers code. No decent company would release any engineers codes, they are company specfic and it could comprimise the rest of there customers. They are within there right to charge a call out fee to change there engineers code for the ingoing company. IMO the ingoing company should default the system and start the programming again. Quote
morph Posted July 8, 2015 Posted July 8, 2015 Your new company don't know what they are doing, time to get one who does. Quote
norman Posted July 8, 2015 Posted July 8, 2015 We cancelled our contract with ADT (what a shambles of a company, at least at the domestic level) a year ago and transferred support to a local security company. The new service has been fine up till now when we need to program some new keytag fobs and re-program 4-button fob. The new company cannot program the fobs because they say they cannot get sufficiently deep into the system (Honeywell Galaxy 2-20). ADT refuse to release the engineer’s codes to the current company quoting data protection blah blah. The kit does not belong to ADT, it’s ours. What right does ADT to hold onto to such essential information? ADT says it will send an engineer and charge us £225 (+VAT I suppose) for a few minutes work. In my view an ADT engineer should call, establish that we are bona fide owners of the system, release the codes to us and do so free of charge. If your current company have been servicing the system for a year without the engineer code I'd be asking a few questions. There could also be the question that ADT own the intellectual rights to the programming of the system they did. Quote Nothing is foolproof to a sufficiently talented fool.
datadiffusion Posted July 8, 2015 Posted July 8, 2015 (edited) I would never, ever give my engineering code to a customer, but would happily reset the code to default on demand (chargeable as appropriate based on response required) or during a service if the customer didn't want us to visit again. Again, no decent co. will ever give out their own engineer codes, and would never agree to a 'shared code' on anything they are taking service or efficacy responsibility for. Your company should have defaulted the system at day 1. Edited July 8, 2015 by datadiffusion customer not co Quote So, I've decided to take my work back underground.... to stop it falling into the wrong hands
whistle Posted July 8, 2015 Posted July 8, 2015 If your maintenance company can't default and reprogram a G2 / 20 you need to find a new maintenance provider that can. Quote
andy82 Posted July 8, 2015 Posted July 8, 2015 If your maintenance company can't default and reprogram a G2 / 20 you need to find a new maintenance provider that can. My thoughts exactly, it's not the toughest panel to default also why do they need the engineer code to program fobs? Unless the master code has been lost but if it's residential chances are they only have 1 code Quote
MrHappy Posted July 8, 2015 Posted July 8, 2015 a year ago and transferred support to a local security company. The new service has been fine up till now when we need to program some new keytag fobs and re-program 4-button fob. The new company cannot program the fobs because they say they cannot get sufficiently deep into the system oh dear... Quote Mr Veritas God
petrolhead Posted July 10, 2015 Posted July 10, 2015 All the adt galaxies i have taken ovet haven't been locked and its a straightforward procedure to reset the engineer code leaving the rest of the programming intact. If your new company cannot manage this on an industry standard panel serious questions need to be asked about their competancy to look after it. What happens if you get turned over and it fails to perform? Where about are you and we can recommend someone local and suitably experienced? Quote
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