FAQ
If your question is not answered here, please contact us online, and we will gladly answer any of your security system questions.
Q: What happens when my alarm goes off, if I have central station monitoring?
A: Your alarm will send a signal to Central Station. The operators there will then dispatch the emergency service needed (police, fire, medical) AFTER they call the premise to verify the alarm. Once emergency services have been dispatched, they will call a list of contacts that you have provided.
Q: Is there a direct line to the Central Station operators:
A: Yes, (615) 331-0332.
Q: Will the Central Station call contacts not on my contact list, such as numbers left on answering machine messages?
A: No. Central Station will not call any numbers that you did not specifically include on your notification list.
Q: Central Station keeps calling me to tell me about a signal my alarm is sending. Can I stop this?
A: Yes. If you wish to stop calls about a signal, simply tell the operator that you wish to place that signal or zone on test. Please be aware, however, that should this zone or signal be received again and it is a legitimate fire, burglary, or other emergency condition, the appropriate services will NOT be dispatched.
Q: I received a phone call saying that I have a low battery. What does that mean?
A: This means that the backup battery on your system has a low charge. This can mean several things, including that there is no AC (main) power to the panel, or that the battery is dying. A standard battery will last between 4-7 hours in a power failure, and has an overall life of about 5 years.
Q: I hear beeping coming from a smoke detector. Why can't I silence it at my keypad?
A: If the beeping is coming directly from the smoke detector itself, then it is not part of your A.C.E. Alarms system. Most smoke detectors installed by A.C.E. have no internal sounders built in, and rely on the keypads/sirens to create an audible alert. If your keypad does not show a fire alarm/fire trouble of some sort, then the detector is not part of our system and you will need to call a licensed electrician to handle it.
Q: Is my fire protection still active even if I don't turn my security on?
A: Yes, if we have installed fire/smoke sensors, they are 24-hour zones, meaning that they are armed and working even if you haven't armed your system at the keypad.
Q: I'm having DSL added to my phone line, or I'm switching to VoIP (Voice over Internet Protocol) phone service. Will this affect my alarm?
A: Yes. In the case of DSL, a special filter needs to be installed on your alarm panel. VoIP, however, is currently an unreliable medium for alarm communication. A standard telephone line will need to be kept for the alarm or a wireless Cellemtry Transmitter will need to be installed. Please note that ANY changes to your phone lines or phone numbers should be reported to A.C.E. so we can be sure that your system is communicating properly.
Q: Does my yearly central station monitoring fee cover service calls or replacement of parts on my alarm system?
A: No. Your yearly central station monitoring fee covers only the service of having your alarm report signals for emergency service dispatch. The cost off any parts, including the backup battery, and service call fees are NOT covered under this price. However, service and maintenance contracts are available.
Q: Is it necessary to test my alarm system?
A: Yes, most manufacturers recommend a weekly test to verify your system is ready if needed and its link to Central Station is good. Please report any concerns to us.
Q: What do I need to do to change information regarding my alarm?
A: Call A.C.E. Alarms at (615) 370-1600, and have your name, account number, and central station password ready. You may also fax your change request to us at (615) 370-5639 or email to service@acealarms.com. Be sure to include your name, account number, and central station password.
