Voice Over IP (VOIP) Installation

Over the past 2-3 years, companies have offered the public different means and options of internet and phone communications. These options provide, in most cases, faster and more cost effective services to the end user. Unknowingly, these new advancements in technology have caused significant problems throughout the security industry. The following outlines different internet/phone services, how they affect the security system and recommendations and solutions that we can provide our customers that opt to take advantage of these technologies.

VOIP (Voice Over Internet Protocol)

VOIP is defined as phone service over the internet. Customers often refer to VOIP as having digital phone lines.

Effects on the alarm system:

? Failure of internet service will disrupt phone service and the alarm panel will no longer communicate.

? Failure of the VOIP module will disrupt phone service and the ability of the alarm panel to communicate.

? VOIP modules will often have no battery backup installed and any disruption of AC power to the home will disrupt phone service and the ability of the alarm panel to communicate.

? Due to the several standards used by Cable and DSL providers and differences in alarm panel design we may have instances where an alarm panel will not properly communicate using VOIP.

Resolution:

Customers that utilize VOIP as their means of phone communication have 2 options in ensuring that their alarm system communicates with our monitoring station:

  1. The customer can have a cellular backup unit (7845GSM) to be installed and used as the primary means to communicate with Monitronics. The cellular back up has a battery back up along with the alarm system and if the customer experiences a power outage, the alarm would still communicate through the cellular backup. The cost (parts and labor) of adding a cell back up unit is approximately $350.00, along with an additional $10.00 monthly charge to the customer.

Special Note: Even though the alarm system would be able to communicate using VOIP service, if the customer experienced an A/C power loss the alarm system would not be able to communicate with Monitronics. The customer should be advised that if they opt to purchase the necessary equipment to have their signals communicate through the internet, they should either have their modem connected to a back up power supply to insure that if there is a power loss the system would be able to communicate, or have a cell back up unit installed along with the other equipment as a back means of communication.

? If the customer does not have a compatible Honeywell Ademco system then they only have one option:

  1. Sales add on for a cellular back up unit (7845CV2) to be installed and used as the primary means to communicate with Monitronics. (Cost: Approx $350)

Note: Internet packages for GE/ITI equipment are currently being researched. Availability of packages for this equipment will be updated.

DSL (Digital Subscriber Lines), ADSL (Advance Digital Subscriber Lines) & Broad Band (Note: All work pretty much the same way.)

DSL is phone service over regular phone lines (POTS) Plain Old Telephone Line Service. DSL can be configured in one of two ways:

  1. The phone company can come out and split the data from the analog outside the house where the DSL signal comes straight to one phone jack in the house. (This configuration would not require a DSL filter per all phone jacks have no data being sent to them because it was split out side the house, only the jack where the computer is plugged into has the DSL signal. (Split configuration)

  2. The DSL provider will send the data and analog signals together where the DSL data will be sent through the home to all phone jacks on the same phone jacks on the same phone line. This would require a DSL filter to filter out the data. (Most common configuration)

Effects on the alarm system:

DSL with out a DSL filter in the most common configuration

Note: These issues are intermittent

? DSL may stop the customer from logging on the internet.

? DSL may slow the customer's internet connection down.

? DSL may stop the alarm from communicating.

? DSL may delay the alarm signal from reaching the monitoring station.

DSL in the split configuration:

? No effect on alarm system

Resolution:

? A DSL filter can be shipped to the customer at the cost of $20.00.

Cable internet is internet service provided over the coax connection not the phone lines. In this configuration the phone does not travel over the coax cable, just the internet. The phone line is separate from the internet.

Effects on alarm system:

Security systems can communicate to the monitoring station, if cable internet is installed, without adding any additional equipment to the alarm system. However, in the event of a power loss, if the converter for the cable does not have a back up power supply, the alarm system will not be able to communicate.

Resolution:

If a customer states that they have had Cable internet installed in their home, they should test their alarm system to insure that it is able to communicate to the monitoring station.

If there are questions regarding any of the above information, please ask your immediate supervisor, or send an email to the Customer Tech Support group.

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