Lanvac, our ULC station, 24 hours a day. Have your account number and the verification password you gave us when the account was set up. They cannot stop a dispatch without them — and that is exactly the protection you are paying for.
Our office, Monday to Friday, eight to five. Outside those hours the second number is the emergency line and a person answers it — including weekends.
Calling us about an alarm that is sounding right now will slow things down — we are not the ones holding the dispatch. Call the station first, then call us if something needs fixing.
The fastest way to sort anything out is still to call us — 613-233-1115, Monday to Friday, eight to five, and a person in Nepean picks up. We are not open Saturdays, but 613-738-8779 is the emergency line and a person answers it any hour of any day. The form further down is for the things that are genuinely better written down.
We reply within one business day. If it is urgent, or your system is in alarm right now, do not use this form — call 613-233-1115.
Not heard back within two business days? Please follow up — call 613-233-1115 or send it again. It is rare, but an email can get lost in transit, and we would rather hear from you twice than have your request sitting unanswered while you think it has been taken care of.
That depends on which system is on your wall. Alarm.com and Resideo are unrelated manufacturers and nothing crosses between them — one app will not see the other. Resideo systems use two: Total Connect for the alarm, and the First Alert app only if you have VX cameras. If you are not sure which you have, send us a photo of your keypad and we will tell you in one line.
For Qolsys IQ Panel systems and any panel running an Alarm.com communicator.
Your login is set up by us when the account goes live. Forgotten it? Call the office — we will not send a password by email.
For First Alert and Resideo systems — ProSeries, Lyric and VISTA panels with a Total Connect communicator.
First Alert and Resideo systems are supported through accuratesecurity.ca — same company, same office, same monitoring station.
For VX cameras and the VX doorbell. A second app, not a replacement for Total Connect — it sees the cameras and nothing else.
CX cameras cannot use this app at all. If your cameras are CX, they are on a recording plan and they live in Total Connect.
If the account is not on test, the station treats a test exactly like a real alarm — which means a call list, and potentially a dispatch and a false alarm fee. Two minutes on the phone first avoids all of it.
Call the monitoring station yourself: Lanvac, 1-877-526-8221, any hour of any day. They hold your account, they put it on test while you are on the line, and they do not keep office hours — so this is faster than going through us, evenings and weekends included. If you cannot get it sorted with them, then call our office and we will.
Rather go through us? 613-233-1115, Monday to Friday, 8 to 5 — but expect a call back rather than an answer on the spot. Exactly one person in this office can open your account details, and that is deliberate: the fewer people who can pull up your address, your codes and your call list, the safer that information is. It is not that we do not want to help — it is that we would rather you waited for the one person than have the whole office able to look you up. Lanvac is staffed around the clock for exactly this.
Worth doing once a year, and worth doing after any of these: a new modem or router, a phone or internet provider change, a power outage that lasted hours, a renovation, or a new battery in the panel. If your keypad is showing a trouble light, do not test — that is a technical fault, so call our office on 613-233-1115.
What is covered, what is not, and what a visit costs. There is no plan to buy and nothing to sign up for — this is what comes with being monitored by us.
A system left alone rarely needs service. When it does, something changed at the house. None of this is a fault in the system, so none of it is warranty work, in the first year or after it:
We will still come, and you will know the price before we do.
We could sell you an extended service plan. Most people who buy one never use it, and what they have really paid for is somebody else’s repair. We would rather not put you in that position. Our monitoring is priced lean on purpose so the saving stays with you every month, rather than funding a service allowance you may never need — a monthly that covers unlimited service is a monthly that has to charge everybody for it.
If you do need work that is not covered, we tell you the price first, and on a large one we will work with you to spread it over a few months. Every situation is different and we work it out with you. Same idea as a plan, except it is your system, and only when you actually need it.
Call us first. Most of the time the fix is a conversation — 613-233-1115.
Renovations are one of the most common causes of false alarms — and one of the easiest ways to damage a system without knowing it. Dust looks exactly like smoke to a smoke detector, new windows and doors take their sensors with them, and alarm wiring runs inside the walls you are opening up. A few minutes before the work starts saves a false alarm fee and a service call.
Tell us before you go and we will make a note on the account, so the station knows the house should be empty and knows who is supposed to be there.
This is the single most common reason a system quietly stops reporting, and almost nobody finds out until they test it — or until they need it.
Older alarm panels were built to dial the monitoring station over an analog phone line. Bell, Rogers and Cogeco have almost all moved to digital or fibre-delivered home phone, and on those the signal has to be converted to digital and back again. That conversion is where alarm reporting breaks, and it breaks silently — the phone still works perfectly, so nothing looks wrong.
The fix is cellular. An LTE communicator gives the panel its own path to the station that does not depend on your phone line, your modem or your provider — and on most panels it is also what puts the system onto Alarm.com in the first place. A UPS on the router is worth having too, whatever else you do.
Call before you switch providers, not after. If you have already switched, call and we will put the account on test and find out in ten minutes whether anything is still getting through.
Somebody moved out, somebody got married, a neighbour who used to hold your key doesn't any more. This is the most neglected thing on any alarm account and the one that matters most at two in the morning.
New customer — send my sheet Change my call list Change dispatch choices only
Setting up the monthly payment? Pre-authorized debit form A void cheque or the three numbers off the bottom of one. It is the only page on this site that asks for bank details, and the only one that ever will.
If we watch your opening and closing times — open/close reporting or fail-to-open — the monitoring station holds your hours on file. When those hours change and nobody tells the station, an early delivery becomes a phone call at six in the morning, and a store that never opened goes unnoticed.
Send my new hours Or call 613-233-1115
Nothing changes until we confirm it back to you — until then the station is still watching the old hours.
Twenty-seven years of this business came from somebody telling somebody else. It is still how we would rather grow.
If someone you know is paying too much, stuck in a contract they regret, or has a panel beeping on a wall that nobody has looked at in years — send them our way, or send us their name and we will make one call. Ask them first; we would rather make one welcome call than one awkward one.
There is no gimmick attached and no form to chase. Send us a name, we make one call, and if it goes anywhere we will tell you. If you would rather just hand them the number, that works too.
We call you back within the next business day with a written quote — no pressure, and nothing is ordered until you say so.
