Frequently Asked Questions





  1. What is a security system?
  2. What is monitoring?
  3. Does a home security system really reduce the likelihood of being burglarized?
  4. Is the security system linked to a police station?
  5. Can I get a discount on my homeowner's insurance by installing a security system?
  6. What is the role of a security company and remote monitoring center?
  7. Where are the remote monitoring centers located?
  8. What is ULC certification?
  9. Can I use a security system even if I have a pet?
  10. I have a dog; why do I need a security system as well?
  11. Who will install my security system?
  12. How quickly can I have my system installed?
  13. Is the system easy to use?
  14. Is the information in my file up to date?
  15. How do I avoid paying a fee for having the police respond to a false alarm?
  16. How often should I check my security system?
  17. What do I do when I contact the monitoring center operator?
  18. What is the role of the people listed on my call list?
  19. How do I update my file and emergency call list?
  20. Why doesn’t my phone work when my alarm goes off?
  21. Will my alarm system function in the event of a power outage?
  22. What do I do if I set off my security system and cause a false alarm?
  23. Can my warranty be extended?
  24. What if my phone line is compromised?
  25. What is IP telephony (VoIP)?
  26. What effect will VOIP have on my alarm system?

 

What is a security system?
A security system is a set of components installed to detect and prevent potentially dangerous situations. They are generally made up of detection components, a control module, a keypad, and a siren. Its effectiveness is significantly improved when the system is connected to a monitoring center. This guarantees a rapid response by the appropriate authorities and thus increases security. All of the anti-theft security systems we sell and install at Trilex Security are connected to our national network of virtual monitoring centers.

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What is monitoring?
When a monitored security system is activated, it is connected to a monitoring center via the phone line. If a detector goes off while the system is activated, the phone line automatically sends a signal to our monitoring center.

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Does a home security system really reduce the likelihood of being burglarized?
Yes. A US study revealed that homes with monitored home security systems were three times less likely to be burglarized. Another study by the FBI placed the risk at 15 times less likely to be burglarized.

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Is the security system linked to a police station?
No. The security system is connected to our national network of virtual monitoring centers. Our staff confirms each alarm signal and determines how to respond based on the situation (check for false alarm or call the fire department, police, or emergency medical services as required ).

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Can I get a discount on my homeowner's insurance by installing a security system?
Yes. Your Trilex Security home security system may save you up to 15% on your homeowners' insurance. Ask your insurance agent for details.

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What is the role of a security company and remote monitoring center?
The Security Company takes care of selling, installing, maintaining, and repairing security system components and handles customer service. The monitoring center dispatchers receive, process and follow up on the various alarm signals received.

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Where are the remote monitoring centers located?
Our monitoring centers are located in Ottawa, Vancouver, Montreal and Quebec City.. Our facilities boast state-of-the-art virtual monitoring technology and an extensive fiber optic network. In the event of an emergency or disaster affecting one of our high tech centers, another one can take over so you’re guaranteed uninterrupted protection, 24 hours a day.

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What is ULC certification?
ULC stands for Underwriters' Laboratories of Canada (www.ulc.ca). ULC certification indicates that a product or system has been evaluated and tested for compliance under the ULC Canadian standards.

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Can I use a security system even if I have a pet?
Yes. Although pets can be a challenge for security systems, particularly if they have free access to protected area or weigh over 100 pounds, specially adapted motion detectors are available at an additional cost. Trilex Security specialists will be happy to discuss this option with you.

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I have a dog; why do I need a security system as well?
Absolutely! A dog may make you feel secure from intruders but there are many things your dog can’t do. He will not be able to alert you of dangerous carbon monoxide levels, a fire or possibly an intruder; all of which can happen when you are not home. We are here 24/7, monitoring the safety of your home…, and your dog.

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Who will install my security system?
Trilex Security’s uniformed, licensed, fully trained and bonded installers do all Trilex Security installations.

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How quickly can I have my system installed?
We can often install a home security system within 5 business days, subject to availability. A standard installation takes 5-6 hours. Some homes and larger security systems may take a few additional hours.

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Is the system easy to use?
Yes. The installation technician will explain how the system works upon completing the installation. The system comes with a complete user’s manual and instruction guide along with the handy “Welcome to Trilex Security” kit. In addition, you can always call Trilex Security’s Customer Service Department any time.

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Is the information in my file up to date?
It is very important to notify us of any changes that could affect the operation of your security system. For your security, you should immediately notify us if you:
* Change your home or work phone number
* Make changes to your emergency contact list
* Add a new user (babysitter, housekeeper, roommate, etc)
* Get a pet (which could require the addition of a special motion detector for pets

You must also inform us of any renovations that could interfere with the operation of your security system. If your telephone service provider needs to work on your phone line, please test your security system after their technician leaves. Please call the monitoring center to let them know you're testing.

To notify us of a change in your file, call (613) 236-3434.

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How do I avoid paying a fee for having the police respond to a false alarm?
Many municipalities now charge fees when police are dispatched to respond to false alarms. By-laws vary from one municipality to another.
* Check with your municipality to find out about current by-laws.
* Be sure that all system users have a good understanding of how to operate the system.
* Avoid leaving objects in the home that could move or blow about and set off an alarm (balloon etc.).
* Pets can be given free reign of the house as long as proper motion detectors are in place to avoid high dispatch fees, a Guard Response Service (available in most regions). When an alarm is triggered, we will dispatch a uniformed guard to the premise to assess the situation and take the necessary measures.

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How often should I check my security system?
Check your system regularly to avoid being caught off guard in an emergency situation. Test your system once a month to be sure your communications link is operational. Your security system is connected to a monitoring center. Every time your system goes off, it sends a signal to the center. To avoid unnecessary dispatched, first call the center and identify yourself with your password or PIN (personal identification number) and tell the operator how long you’ll be testing your system or ask for assistance.

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What do I do when I contact the monitoring center operator?
1. Give the main phone number of the protected property
2. Identify yourself using your password or PIN
3. Give your name.
4. Describe the reason for your call or the cause of the alarm.

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What is the role of the people listed on my call list?
When your security system is triggered, an operator dials the number of the protected site. If no one answers or if the person who does answer cannot identify him or herself using a password or PIN, the operator will call the police (depending on your preset instructions)The operator will try to contact a person on your call list.

Remember to notify your contact people if you plan to be gone for an extended period. When one of the people listed on your call list arrives at the site after an alarm goes off while you’re gone, they must first check the outside of the premise before entering the protected site. It is strongly recommended to wait until the police arrive before entering the premises. For an effective response, contact people should live near the protected location, have keys to the site, an access code to arm and disarm the alarm system, and a password or PIN to identify themselves.

Your Trilex Security representative can meet these people to explain their responsibilities and show them how to arm and disarm the security system. We recommend that you review your call list every year.

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How do I update my file and emergency call list?
Simply call the our office, identify yourself with your password or PIN, and indicate the changes you wish to make.

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Why doesn’t my phone work when my alarm goes off?
When you arm or disarm your security system, the phone line may be busy for 20 to 50 seconds (depending on the type of system). The system transmits a signal to our monitoring center indicating its status.

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Will my alarm system function in the event of a power outage?
Yes. In the event of a power outage, the backup battery will take over for a number of hours. If the battery is low, the system will alert the monitoring center, who will then notify you of the low battery signal.

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What do I do if I set off my security system and cause a false alarm?
The siren will sound. If you accidentally set off the alarm, stay calm. Enter your code on the keypad, making sure you carefully press each button to deactivate the alarm. Wait approximately one minute and then call our monitoring center to notify us (or, call on your cell phone if you have one). If not, an operator will initiate your dispatch procedures.

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Can my warranty be extended?
Yes. For only a few extra dollars a month, Trilex Security offers an extended warranty that covers all repair or replacement fees for your security devices (parts and labour).

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What if my phone line is compromised?
Most alarm systems use traditional telephone lines (or landlines) to transmit signals to monitoring centres. Trilex Security recommends having a wireless backup connection installed with your alarm system. If your telephone line is compromised, the signal from your alarm can be carried by either a radio signal or cellular signal to the monitoring centre.

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What is IP telephony (VoIP)?
“Voice over Internet” (VoIP) technology is a service that is growing in popularity in Canada and is now offered in most of the urban areas across the country. In short, VoIP technology allows consumers to obtain phone service on Internet while continuing to use conventional telephones.

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What effect will VOIP have on my alarm system?
If you subscribe to Voice over IP (VoIP) with the intention of replacing your present phone service, the transmission of alarms between your establishment and the monitoring center could be disrupted. In Ontario, tests are underway with the main telecommunications suppliers who offer or will soon offer Voice over IP (VoIP) telephony. It is also possible to purchase your Voice over IP (VoIP) conversion equipment directly from other manufacturers via Internet. In such cases, it is very often up to you to configure and connect the device. Make sure that the device is compatible with your security system. If clear instructions pertaining to security systems are not provided by these suppliers, along with the assurance that communications protocols are respected, Trilex Security recommends you do business with professionals of the trade.

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WARNING
Before undertaking any work on your telephone line, remember that it is the primary transmission source of your alarms. To avoid generating a false alarm, communicate with the our monitoring center to have your system put in test mode for a specific period of time. Once the work is over, we recommend you check your alarm system to make sure it works. This simple operation will confirm your communications link is operational and that your alarm system is capable of contacting the our monitoring center if necessary. We also recommend you pay special attention to the compatibility between your Voice over IP (VoIP) conversion equipment and your alarm system as well as the device hookup. It should always be plugged into a wall socket and backed up by a battery in case of a power outage. Avoid Power Bars and wall sockets with breakers. Without power, the modem will not be able to transmit the alarm signals.

If in doubt, do not hesitate to call Technical Support at (613) 236-3434. Your cooperation in this respect will help us to better serve you.


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