Call time

@AMirzaians

Thanks for posting! From the logs (on Sept 5) at the dispatch center I show:

13:22:21 PM 00:58 PHONE REDACTED NAME REDACTED
13:23:20 PM CALL COMPLETED

It looks like it took about a minute to complete the call, which is absolutely longer than typical. Your best bet to test the call time is to trigger the alarm (be sure that you do not cancel the alarm, just allow it to ring) and provide your safe-word to the dispatchers when the call.

Will
SimpliSafe Home Security

I had a similar incident today. Alarm was accidentally triggered and then turned off using the remote key. From the response above, no call is expected in that situation. What if the trigger was was not accidental? When the alarm goes off, instinctively you would reach for the remote key and turn it off before investigating. Due to this human instinct, shouldn't this at least warrant a call to make sure the purported "cancel" was "valid"? The sound of the alarm (if you have an extra one) is capable of disorienting the home owner that you may not even hear your phone ring if the alarm is not turned off immediately. I would rather be called once my alarm is triggered if its not too much hassles for you guys!

@IB

Thanks for posting! We do have the instruction to abort any dispatch call if the cancel signal is received during the dispatch process. If you prefer that the dispatch center calls you on every alarm and disregards all cancel signals we can do that as well!

One note of warning, it is typical to request this and then cancel your request about a month of two later. There exist cases where you inadvertently trigger the alarm and do not have immediate access to you primary contact number. I know I've done i! If this is the case, the police will always be dispatched.

Will
SimpliSafe Home Security

Please initiate a call for every alarm/cancel on my account outside of the courtesy 30/60 seconds re-entry/exit period. Thanks.

@IB

Thanks for following up! You'll need to call in to 888 957 4675 to update an account online these lines.

Will
SimpliSafe Home Security

I set my alarm, then opened the door and allowed the alarm to go off to test the call time again. I started my timer as soon as the siren went off (after the grace period allowed to enter the code) and allowed the alarm to go off until the call came through and I gave the operator my password. After the call, I entered my code on the keypad to end the alram. From the time the siren sounded, to the time I got the call on my phone, it took 1 minute and 6 seconds. This test was actually a few seconds longer than what my initial call log was (as stated above). Im starting to get worried and losing faith in my system. Please help me correct this.

@AMirzaians

Thanks for testing again, and for following up in the forums. I've received the log from the dispatchers, and we're showing phone calls much more rapidly than what you're reporting for this incident. It seems either your signals are failing on first instance, are being delayed by Base Station location, or your phone carrier is taking extended times to finally ring through to you successfully. If you'd like to give us a call to troubleshoot we'll likely be able to solve the issue!

Will
SimpliSafe Home Security