Home alarm problems and advice?

[Am89]

I'll start from the begining. Moved into my flat around 1.5 years ago and as a gift my aunty had a home alarm installed with monitoring from a local company here in Edinburgh. 

 

For the first few months the monitoring company weren't calling any key holders when the home alarm was activated and to make things worse I was being charged regularly on my phone bill for calls to an 0844 number.. 

 

I was refunded the money and the panel was reset to fix the calling out to 0844 numbers and to make sure the monitoring company call me if the alarm is set off...

 

Fast forward later on in the year I'm still being charged for 0844 numbers. Company claims it's a faulty panel and replace it for me and refund the charges I've received. 

 

Fast forward again and now the speaker in the panel blows so needs to be replaced with a new panel. New panel fitted and I test it out to make sure monitoring is working. Surprise it isn't. Call the company up to say I'm cancelling monitoring  to be told this.. I'm tied into a 2 year contract and if I do cancel I'll need to pay the remaining months left. Add to that my panel will need to be changed over to another non monitoring panel and there will be a £150 charge! 

 

Company have offered to upgrade my alarm monitoring to a wireless system taking it away from the phoneline so eliminating 0844 calls and making sure any key holders are contacted if alarm is triggered... feeling pretty fed up by this point and would ideally like to get away from this alarm company. Any suggestions on what I should do? 

[al-yeti]

Are they a registered ssaib or nsi company? 

 

Do you have log of dates and time of problems and have they replied to you in writing each time?

[Am89]

Their website says SSAIB recognised company.  Most of the convos I had were on the phone but I do have some text messages from the boss confirming I've had various problems but they don't go into specifics. 

 

I think the alarm has been fitted around 2 years come this October..

[norman]

Dig out your original and any subsequent contract.

[Am89]

Ok will do.. 

 

if I allow the company to upgrade the monitoring to a wireless type but I don't sign anything could this tie me into another contract? Is there a notice u need to give before u cancel a monitoring DD? 

[datadiffusion]

Cancelling DD - Suddenly not paying could be playing into their hands IF there is a contract in place (conversely keep on paying and you might be able to get a full refund if, as it seems, it has never worked, and you've kept telling them).

 

Upgrading - I highly suspect it's a tactic to tie you into an even longer contract

 

As for having to replace the panel to make it 'non communicating', this sounds like an utter lie, I can think of no such panel.

[james.wilson]

its probably an upgrade to gsm signalling. But there are other options to stop the 0844 number being used. but if there are 0844 numbers on your bill originating from the alarm then it appears it os working. It's not a sky telephone line is it?

[datadiffusion]

16 minutes ago, james.wilson said:

its probably an upgrade to gsm signalling. But there are other options to stop the 0844 number being used. but if there are 0844 numbers on your bill originating from the alarm then it appears it os working. It's not a sky telephone line is it?

 

I suspect the alarm is dialling out just fine, but that the keyholder details are wrong. This could, of course, be either parties fault...

[Am89]

23 minutes ago, datadiffusion said:

Cancelling DD - Suddenly not paying could be playing into their hands IF there is a contract in place (conversely keep on paying and you might be able to get a full refund if, as it seems, it has never worked, and you've kept telling them).

 

Upgrading - I highly suspect it's a tactic to tie you into an even longer contract

 

As for having to replace the panel to make it 'non communicating', this sounds like an utter lie, I can think of no such panel.

I've asked my auntie to have a look for the contract Already but she can't seem to find one and has asked the company to send her a copy of the one she signed.. 

 

in regards to the upgrade. He says it generally costs more per month compared to being hard wired into the phoneline but will do it for the same price we pay now, £15.99 per month. Not sure if this is true or not? I've reluctant, as u say could be a tactic to tie me into a longer contract.. but if I don't sing anything is this possible? 

 

I agree regarding the panel. Called a few other alarm companies and they just laughed it off and said same as yourself.. this makes me want to get away from this company even more.. 

 

should i hold off them fitting the wireless connection till I get hold of a contract? 

22 minutes ago, james.wilson said:

its probably an upgrade to gsm signalling. But there are other options to stop the 0844 number being used. but if there are 0844 numbers on your bill originating from the alarm then it appears it os working. It's not a sky telephone line is it?

The alarm company does call the keyholder sometimes but since the last panel change they haven't been calling and initially when i got the alarm fitted they weren't calling out...

[datadiffusion]

The first thing to do is to ask, without giving anything away, what details they have for you regards keyholding, i.e. who, when and how they will call someone if the alarm goes off.

Names, numbers, any restrictions on times when calling etc...