Issues with NextAlarm.com not responding to alarm

[CORT]

My alarm system is monitored (or so I thought) by NextAlarm.com, and I recently has a perimeter violation which turned out to be a false alarm. I have verified that NextAlarm received communication of the event as a perimeter violation (the online log shows this), yet the alarm company did nothing. NextAlarm made no attempt to phone the contact numbers in my database. I've emailed them and over a week ago, their response was "we'll look into this." Thus far they have made no explanation as to why they received an alarm, yet did nothing about it.

Has anyone else had issues with NextAlarm.com not acting on alarms? If you think your system is monitored by NextAlarm.com you might think again. In my experience, they are not doing their job. Any suggestions for an alternate alarm monitoring service?

 

[electron]

That's pretty disturbing, let us know if they follow up.

 

[Kevin L]

Wow, glad it was a false alarm.

This is my first alarm (Elk MG1) and I decided against IP monitoring. Too unreliable and too easy to cut the cable line. Decided to go with cellular monitoring with a local alarm company that's been in business for years. I couldn't be more impressed with the service. For example, on Saturday night, we came home and drove into the garage (overhead garage door not monitored). The alarm was in away mode. I decided to check on something outside the side garage door and opened it before going in the house. As programmed, it instantly triggered the alarm. My wife had the alarm turned off in less than 10 seconds. She just finished putting in the code when our phone started ringing. It was the alarm company. Total time from opening side door and triggering alarm to the phone ringing was less than 15 seconds. We've had a couple of other times the alarm triggered, once at 2AM (sensor in garage window developed a short). Again, our phone was ringing in less than 15 seconds. I'm thoroughly impressed with the company and feel they are well worth the $26 per month they charge.

BTW, I'm so glad I went with the Elk. When the garage window sensor went bad, I just brought up Elk-RP, deactivated the zone (each window/opening is its own zone), and re-armed the system. Alarm company was out the next morning and replaced the sensor. They offered to send someone right away, but I didn't see the need not to wait until business hours.

Hope you get a reasonable explanation from NextAlarm. It really sucks not to be able to rely on your alarm.

Kevin

 

[Neurorad]

Wow Kevin, great service.

How did you choose the Elk? Was it suggested by the alarm install company? Or did you seek out a company that installs Elk?

 

[felixrosbergen]

Are you sure you have the right type of monitoring? They offer a package where you only get notifications by e-mail or SMS (IF you have that setup).

 

[IVB]

FWIW, i've had a dozen or so false alarms in the past 2 years, last one was last week when the wife accidentally opened the door after going into stay mode. Fire, perimeter violation, etc. For the past year it's been via IP monitoring.

Each time NextAlarm has called within 2 minutes. Twice, OPD also made it to my house within 5 minutes of the alarm as I didn't notice the cellphone ring.

Once, the guy even stayed on the line with me as I walked around the house to confirm that it was a false alarm.

 

[WayneW]

For the past year it's been via IP monitoring.

I don't think that NextAlarm ever activated their M1XEP native IP monitoring, so I assume you mean VOIP monitoring (either with a VOIP provider or NextAlarm's ABN VOIP module)?

 

[Monk]

Has anyone else had issues with NextAlarm.com not acting on alarms? If you think your system is monitored by NextAlarm.com you might think again. In my experience, they are not doing their job. Any suggestions for an alternate alarm monitoring service?

Quite the opposite - I have had them act on something I wasn't even aware (at the time) would generate a call - I was living with a DSC system that reported a tamper - in the end, I quit using the tamper but the call was quick.

On the 2 occasions, I have accidentally set off an alarm in the 5 years I've used them, I got very quick response calls. Hopefully they haven't become "to big for their britches" as we used to say... It might be time for me to give them a "test"...

Also - as MavRic mentioned, you really need to be aware of your "package". AND - You might already know this but you can set your zones up individually as for what action they are supposed to take i.e. "log only".

 

[IVB]

For the past year it's been via IP monitoring.

I don't think that NextAlarm ever activated their M1XEP native IP monitoring, so I assume you mean VOIP monitoring (either with a VOIP provider or NextAlarm's ABN VOIP module)?

eh, the Elk talks to NA via the ABN adapter. I don't have VOIP, i just have a regular phone line.

 

[DeLicious]

I also have had zero problems with them. They are always very responsive to what I need. As mentioned in previous posts, there are many options that might be enabled for you that caused them to not respond, whether it be an email only package or a log only zone.

 

[briankelly63]

Been good for me.... I have an ABN hookup.... I test via the web interface often and also by setting off the alarm while I have them on the phone...

Brian

 

[Steve]

+1 on the good service. They have also called me immediately on some false activations. Once I even got a call saying they detected AC failure because it turned out the report code for that was on. I also have my sister on an M1 w/NextAlarm and I am on her call list and just got a call last week when her kid set off the alarm and she did not get the phone. So either I think its a rare fluke or something in the config or package as already mentioned.

 

[CORT]

My Elk M1 system is monitored via the cellular communicator--no telephones, IP or VOIP involved. I deliberately set the alarm off today by arming and opening the same door that was inadvertently opened last week when NextAlarm did not respond. Today, NextAlarm phoned as expected. I can't explain why they did nothing last week when the alarm went off. Their online log shows that they received the alarm. They have yet to give me an explanation for their non performance last week. At least today, things seemed to work fine.

 

[Kevin L]

Wow Kevin, great service.

How did you choose the Elk? Was it suggested by the alarm install company? Or did you seek out a company that installs Elk?

How did I choose Elk? From CT! I searched the web for info on alarms, automation, etc., and CT consistently provided the best unbiased information on the web. This is a great place.

The alarm company was the one my builder uses for homes he builds. They use DSC. Since I designed the house and it was a custom build, my builder gave me lots of latitude in selecting products and subs. His alarm company seemed fine; I just wanted the Elk. I bought all the equipment and they installed it. There was a learning curve for them, but their techs handled it fine. In fact, two of the company's techs are replacing their DSC systems with the M1.

I've never had an alarm before, but the Elk and my alarm company have exceeded my expectations.

Kevin

 

[Neurorad]

ah.