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Burglar Alarms - Install company withholding master key
Monday 21st March 2011
Does anyone know if its legal for an alarm company to withhold the master key to an owners alarm system?
I had the system fitted by a professional company about 2 years ago and all has been fine with it.
However on the weekend whilst doing some DIY I knocked one of the sensors and the alarm went into 'Tamper Mode'.
I read the instruction manual and its easy enough to reset, you just have to put the master alarm code in on the keypad, view the tamper alarm code and it resets. I tried this with the code that I have and instead of reseting the alarm, I get a message up which says to call the alarm company.
When I called, they said that they have the master key and need to charge me £80 to come over and 'maintain' the system.
I suggested that all that was needed was to type a key code into the pad and I requested that they give me the master code to MY alarm system.
They refused - can they really do this?
When challenged about why they wouldn't give me the code they said that 'we can't give you the code because you might be a burglar!
I explained that I wasn't in the business of burgling my own home.. but to no avail
I had the system fitted by a professional company about 2 years ago and all has been fine with it.
However on the weekend whilst doing some DIY I knocked one of the sensors and the alarm went into 'Tamper Mode'.
I read the instruction manual and its easy enough to reset, you just have to put the master alarm code in on the keypad, view the tamper alarm code and it resets. I tried this with the code that I have and instead of reseting the alarm, I get a message up which says to call the alarm company.
When I called, they said that they have the master key and need to charge me £80 to come over and 'maintain' the system.
I suggested that all that was needed was to type a key code into the pad and I requested that they give me the master code to MY alarm system.
They refused - can they really do this?
When challenged about why they wouldn't give me the code they said that 'we can't give you the code because you might be a burglar!
I explained that I wasn't in the business of burgling my own home.. but to no avail
Monday 21st March 2011
Monday 21st March 2011
I've had exactly the same with a rental i've just bought, £78 + £38 for a new battery.
That included a maintence/service visit.
That included a maintence/service visit.
Monday 21st March 2011
Could you bypass the installer altogether and get the code from the manufacturer?
Monday 21st March 2011
I doubt there is a master code available from the manufacturer, it would make all such alarm systems vulnerable. It may be possible to do a hard reset of the whole system, take it back to the factory state, the codes will then change to the default set up codes. Of course you may/will lose all the system settings. You will need to get the instructions from the manufacturer, what make is the system?
Monday 21st March 2011
What does it say in the small print/contract?
Contract is well 'misplaced' unfortunately.I just can't believe that they can refuse to give me the code to a system i own - just doesn't seem right.
Monday 21st March 2011
I doubt there is a master code available from the manufacturer, it would make all such alarm systems vulnerable. It may be possible to do a hard reset of the whole system, take it back to the factory state, the codes will then change to the default set up codes. Of course you may/will lose all the system settings. You will need to get the instructions from the manufacturer, what make is the system?
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I have the instructions - they just say to enter the master code and this will clear the tamper alert.The instructions also describe how to set the system up - one part being to create 'user codes' which only have access to some functions which are subservient to the 'master code'. I assume this is what the security company have done with us, just set us up with a user code whilst retaining the master themselves.
Monday 21st March 2011
Contract is well 'misplaced' unfortunately.
Ask them to send you a copy, then you can be sure. If they don't then maybe you can start getting suspicious. Monday 21st March 2011
I doubt there is a master code available from the manufacturer, it would make all such alarm systems vulnerable. It may be possible to do a hard reset of the whole system, take it back to the factory state, the codes will then change to the default set up codes. Of course you may/will lose all the system settings. You will need to get the instructions from the manufacturer, what make is the system?
I have the instructions - they just say to enter the master code and this will clear the tamper alert.The instructions also describe how to set the system up - one part being to create 'user codes' which only have access to some functions which are subservient to the 'master code'. I assume this is what the security company have done with us, just set us up with a user code whilst retaining the master themselves.Sounds like you have the end user instructions rather than the installer instructions. They would have set up a 'programmer' code which gets you into the deeper menus, if they will not give it to you then the only way to get in may be to do a full system reset, this may lose all the settings.
What make is the alarm?
Monday 21st March 2011
Sounds like you have the end user instructions rather than the installer instructions. They would have set up a 'programmer' code which gets you into the deeper menus, if they will not give it to you then the only way to get in may be to do a full system reset, this may lose all the settings.
What make is the alarm?
Says G-TAG on the front of the keypad.What make is the alarm?
Monday 21st March 2011
if you are not on a maintenance contract then the system should be self resetting. what does it do when you put your code in? if it's a g tag then it should be a guardtec system.
Monday 21st March 2011
if you are not on a maintenance contract then the system should be self resetting. what does it do when you put your code in? if it's a g tag then it should be a guardtec system.
If I put my code in the system makes an 'error' type noise and displays a tamper alert message. It then says to call the security company. I cannot set the alarm anymore.Monday 21st March 2011
Back home now. The system is a guardtec GT490X.
Putting my code in sounds an error noise and the keypad says 'call engineer on xxx xxxxx'
Putting my code in sounds an error noise and the keypad says 'call engineer on xxx xxxxx'
Monday 21st March 2011
I suspect they wont give you the master code because it's the same code for every alarm. Once you have the master code there's nothing stopping you disabling other people's alarms of the same model as your one.
My bro works for one of the major alarm companies, and he has told me before that they don't give out the master codes.
It's called a master code for a reason
My bro works for one of the major alarm companies, and he has told me before that they don't give out the master codes.
It's called a master code for a reason
Monday 21st March 2011
is the system monitored or on a contract at all? if not then you need to get the company to turn off the need for an engineer reset, this should off been done when it was installed. the company will have their own engineer number programmed onto the system. the factory number would of been 1234 or 5678 so might be worth a try.
Monday 21st March 2011
the master code is the customer code, what is needed here is the engineer code. you cannot do anything with the engineer code without the customer code being put in to authorise it.
Monday 21st March 2011
What the User instructions say and what actually happens will not always be the same on a professionally installed system. I see no reason why you wouldn't be set up as a Master User as this won't allow you to enter any of the Engineer programming options anyway. However, even if you are a set up as a Master User you still probably wouldn't be able to reset the tamper fault, because in effect a tamper fault is an Engineer problem/fault. For a professionally installed system, it is common practice on most systems to 'lock out a system' if a tamper fault occurs.
Reasons for doing this is ***NOT**** to rip of the customer but to cover both the User of the Security System and the Installation Company of any liability that may occur. Please remember a professionally installed Security System is just that..a System that protects the Security your property, it isn't a white goods item . As an example when we first started, I forgot to 'Engineer lock out' a system once, unfortunately on this occasion the customer decided to take it apart and have a play. In doing so they broke certain bits and bobs and changed the programming of the system. After they had had their play, they then blamed us as they had a problem with it and couldn't get it to work. When I went to have a look at the system I could tell what had happened but had no proof so had to swallow it and repair/reprogram. So in effect they could have held us liable if their property had been broken into and the system failed to do its job.
An Engineer reset code will probably be required to reset your system.
I very much doubt a company will give you the engineer code as for the reasons set out above. The Engineer code/codes will also be specific to them.
So the options you have really is
1.To get the guys round to make sure everything on your system is working and put back correctly.
2.Default the codes/system and reprogram it yourself. You will need the Engineer guide for this which you may be able to get off the net. Unfortunately have never used this system before or have any manuals on it sorry. Please be Beware though as I do know company's that won't even allow you to do this and any attempt at defaulting a system can render the panel useless. This type of lockout is not illegal but as a company we do not do this !
3.Give another Security company a call to take a look.
Hope that helps for now and covered most of it
When challenged about why they wouldn't give me the code they said that 'we can't give you the code because you might be a burglar!
I explained that I wasn't in the business of burgling my own home.. but to no avail
But they don't know who you are you could be exactly that..a burglar saying you are the house holder. Think about it, you'd be pretty pissed at them if they gave a code to a burglar. I explained that I wasn't in the business of burgling my own home.. but to no avail
When we bought our house last Sept (old owner brown bread) I accidently knocked/disturbed the tamper box whilst ripping out the interior. I rang the number on the bell box. The lad could obviously hear the ringing in the background and my explanation to be greeted with '£450 mate'.
I didn't say another word, hung up and ripped the bloody thing from the wall.
Couldn't you have just phoned somebody else up. Would have been better than leaving a hole in the wall I didn't say another word, hung up and ripped the bloody thing from the wall.
G Tag Alarm User Manual Pr5457 System
Edited to say :- Please remember to check with your insurance company if you have a security system and it isn't maintained . A lot of insurance companys will specifically require that an annual service is carried out by an approved company.User Manual For Iphone
Edited by Westy Pre-Lit on Monday 21st March 19:55
G Tag Alarm Manual Pr5457
Wednesday 28th June 2017
Hi. I'm an Alarm engineer. Send me the name of who installed it and I should be able to send you engineers code to resolve the issue.
Wednesday 28th June 2017
Hi. I'm an Alarm engineer. Send me the name of who installed it and I should be able to send you engineers code to resolve the issue.
I hope you don't take another 6 years to respond with the code Wednesday 28th June 2017
Instruction Manual
Hi. I'm an Alarm engineer. Send me the name of who installed it and I should be able to send you engineers code to resolve the issue.
I hope you don't take another 6 years to respond with the code Must work for Banham !Gassing Station | Homes, Gardens and DIY | Top of Page | What's New | My Stuff
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