CMS Security Services


FREQUENTLY ASKED QUESTIONS


(404) 349-4990

E-MAIL:  sbrown@cmssceucityservices.com


What if I forget the code that arms/disarms my system?
In the event you cannot remember your access code, please contact our Customer Service Department at (404) 349-4990.  A technician will need to be scheduled to physically enter your new code in the control panel.

What if I forget my pass word?

If you should forget your account pass word, CMS will ask a series of questions to be sure you are authorized and your pass word will then be given to you.

Is my CMS Home Security System connected to local police and fire departments?
No. Your alarm signal goes to CMS' Central Station and we alert the police.


What will the response time be?
Once police are dispatched CMS has no contral over when police will respond. This matter would need to be discussed with your police department.

 

How does my alarm system work?

The alarm system may be armed in the "away" or the "stay" mode. Once the system is activated each monitored zone has the ability to recognize a violation. Once a zone has been violated the alarm system then dials CMS and transmits the message through a telephone line to our Central Station. Once the signal is received CMS representatives will call emergency contacts. If we are unable to reach anyone or we don't get a pass word, the police is dispatched. Your police department (Not CMS) will charge a fee after second false alarm has taken place. Please contact your police department about these fines, not CMS. 


 

 

Why does my keypad display no ac?

An alarm panel will normally display (no ac) when the system has lost electrical current. The outlet should be checked to verify that it is operational. If the outlet is working properly a service call will be needed.

Why does my alarm system take so long to notify CMS

The alarm system provides a delay period for the user. This delay period allows the user to disarm the system in order to prevent a false alarm. The delay period can range from 30 seconds up to 3 minutes.

 Why is my system not communicating?

 An alarm system may lose communications for several reasons. The telephone line the system communicates through may be inoperable. If  the phone company has been changed signals will not be received by CMS. You must call before making any phone changes. Equipment on the alarm system may not function properly. Finally, equipment malfunctions within the Telephone Company may be the possible reason for communication failure. A service call is in order to determine the cause.

Is there a charge for service calls?

Yes. There is a hourly service call fee when a technician visits your home or business. This fee is due upon completion of the work performed.  There is a minimum fee that is due if the technician enters the premises.

 How do I power down my alarm system?

An alarm system should be powered down as a last resort to reset the system out of alarm status. The transformer must be located and unplugged. (Often the screw that secures the transformer to the outlet will need to be removed.) Once the transformer is unplugged you must also remove the battery connection. Both terminals on the battery should be unplugged to ensure the alarm system would shut down. Always contact CMS before powering down the system as a tamper alarm will be sent. If you are not sure how to perform this task, call CMS for a service call.

Why does my keypad display not ready?

Your keypad is informing you that the alarm system is not ready to turn on (arm). Common reasons for this are that a door or window is not completely closed, a motion detector may be sensing movement, or a previous alarm has not been cleared out of the memory. Correct the condition and the alarm system will be ready to arm.

What is an undefined signal?

 Your alarm system is capable of sending many types of signals to CMS, which is why we spend a lot of time during the installation testing the alarms. Very rarely will a system send a signal that is not clearly defined in our database.



When my system was installed, I wrote a check to CMS, but it's not reflected on my first bill. Is there a problem?

Sometimes, because of billing cycles, your first bill is issued before the payment has been posted. The payment will appear on your next bill; if not, call CMS.



Can I extend my warranty?

Yes, CMS offers a special Quality Service Plan which will cover labor fees to repair your system.  This service plan can be added by paying a few extra dollars monthly. To get the Quality Service Plan for your CMS system, call 404-396-0854.

I have call waiting on my phone line. Can that affect my service?

 The CMS system is designed to seize your phone line in order to call the CMS Customer Monitoring Center. It will then release the line in order for the Customer Monitoring Center to notify you that an alarm signal was received.

 How do I change the people listed on my call list?

 It's simple. Just call the CMS Customer Monitoring Center at (404) 396-0854 with your changes. Have your personal identification code ready in order to make your changes. Make sure to tell everyone on your call list what to do in case they receive a call from CMS.

 What if my system doesn't work right?

 CMS will be happy to investigate any problems you're having with your equipment. Just call 404-396-0854 for any service-related issues.

If there's a problem, can you turn my system off from the CMS offices?

 No, your system is an independent unit and can only be turned off at your control touchpad.

My alarm went off accidentally, but I quickly put in the code and shut it off. I expected a call from CMS, but no one called. Why not?

The system allows a brief period for you to turn off your system before an alarm signal is sent to the Customer Monitoring Center. This gives you enough time to cancel the signal and prevent a false alarm.

What happens when I press the panic or fire alarm buttons on the touchpad?

 If you hold down the panic or fire alarm buttons on the touchpad for 1 to 3 seconds, an alarm is transmitted to the CMS Customer Monitoring Center, and emergency services are dispatched immediately. An alarm received in this manner cannot be canceled. If you should have a false alarm, and the police is dispatched your local police department will charge you after the third mistake.  THIS CHARGE IS MADE BY YOUR POLICE DEPARTMENT AND NOT CMS, ANY QUESTIONS MUST BE ADDRESSED TO THEM.

If the power goes off, will my alarm system still work?

 Yes, in case of a power loss, the back-up battery will activate to maintain your alarm protection for several hours. In the event your battery is low, a low battery signal will be sent to your Customer Monitoring Center so you can be notified.

 If I have an emergency, should I call CMS first?

No, if you have an emergency, call 911 first. If you are unable to call 911, then depress the panic or fire alarm button on your touchpad, and CMS will request emergency services.

Am I responsible for testing my system regularly?

Yes, it is your responsibility to make sure that your system is in good working order. CMS regularly initiates a communications performance test. It's easy to test your system; just refer to your owner handbook or call 404-349-4990 and follow the simple instructions. If you find that a part of your system is not working properly, call CMS at 404-349-4990 to request repair service.