FAQs - Security Systems

Q. I am having problems with my security system, can you help me?
A. Yes, but first we need you to help us determine what is wrong. Go to your touchpad and push the status (asterisk) button twice. The voice module or LCD readout should report what is wrong. Once we isolate the problem, we can tell you how to fix it.

Q. My phones are out and the phone company says it is my security system. Is it?
A. The way you can check is to unplug the phone line (the RJ31 jack from your security control panel.) If your phones are working then the security panel may be bad. If the phones are not working then it is not security system and is most undoubtedly your phone lines. If your phones are working then we will have to schedule a service call to come out and check your system. Oftentimes lightening or heavy storms blow the phone lines.

You can unplug the jack from your security system to give you phone access until service is called. (Note: on a Caretaker panel the phone box/jack is mounted next to the panel)

Q. My security system is beeping and I don’t know what is wrong with it. What should I do?
A. Push the status button twice, what does it say or read? To Clear put in 1 plus your code. (For a Caretaker system put in your code then 1)If you had a power failure you may have to repeat the Clear steps two or three times.

Q. I set my security system before I left home/work and when I got in the next day the system was not on. What could be the problem?
A. The only way for the system to be off is if someone accessed your property and punched in the correct code. We do not have access to your system or your code. If your system was malfunctioning a signal would have been reported to WH our monitoring center. (The status button will tell you the problem)

Q. My neighbors system is beeping. Can you contact someone or have them shut it off?
A. If you are not on the contact list (Schedule A) we cannot respond to any information. You must be a recommended contact for us to give out information.

Q. What if we buy a system and move?
A. You can either take your system with you (within a 65 mile radius) and continue your monitoring or have a new system installed and pick-up your monitoring. You are responsible for the full contract whether the unit is activated or not.

Q. What if my house is hard wired for security but one door isn’t?
A. Then we would install a wireless sensor on the one door and program it to the panel with the rest of the components.

Q. What if my phone keeps going out when I use the computer/security system?
A. First ask if they have DSL. If they do, they need a filter on their security system; $35 and we can mail it to them with instructions on how to install. You can purchase a surge protector for phone that goes into the CPU ($100) + installation. This would prevent the phone from the security system from going out or affecting your computer equipment. It is highly recommended that you use a separate phone line if you have a computer.

Q. How do I change my CPU battery?
A. If you have a Caretaker you must first CALL WH 800-858-7811 and tell them to put it on no action. If you have a Concord; you do not need to call the dispatch center.

Concord:
A. Open the panel. Remove the black wire, then the red from the low CPU battery.
B. Replace with the new battery. Connect the red wire back first, then the black. (Reversing the order)
Then press the status button twice on the touchpad. It should read: low battery. Press # 1 and your 4-digit security code and system should be cleared.

Caretaker:
A. Open the panel. Remove the black wire, then the red from the low CPU battery.
B. Replace with the new battery. Connect the red wire back first, then the black. (Reversing the order)
Then press the status button twice on the touchpad. It should read: low battery. Put in your 4-digit code and press #1 and system should be cleared.

A CPU battery generally last 8-10 years

Q. How do I change batteries in my sensor?
A. Your sensors use a 3.6v battery. You may purchase from SCI @$7 including shipping, or you can generally purchase through Radio Shack for around $15. Sensor batteries generally last from 5-7 years.

Call WH Response Center Before changing batteries 800-858-7822 and have them put your system on “no action” for 1 hour.

Q. How do I bypass a zone?
A. Concord (Low battery or failure-or environmental sensors such as smoke detectors, you can’t bypass)

To bypass a zone push Stay or Away (#3 or #2) on your keypad
Press “bypass” and put in your code
Put in the sensor number that you want to bypass (put “0” before any single digit number) i.e. 1 put in 01.

Q. What is the phone number for the WH RESPONSE CENTER?
A. 1-800-858-7811

FAQs - Sales and Service

For additional questions regarding Security Systems, contact: Angie Bridgewater or call 765-352-4765.