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AE Security FAQs

Serving Calgary & Area Since 1983
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Frequently Asked Questions

The beginning of the FAQ section attempts to answer some of the questions you may have when purchasing a security system. The second section covers "questions to ask prospective security companies". If the question you have is not answered below, do not guess. Click here and we will be happy to answer any question you may have.

Q: Does AE Security conduct Door-to-Door Sales?
A:   No! AE Security does not solicit business door to door. A BBB news conference in May 2016 stated some of the main complaints noted from people is that the sales person that knocked on their door was not honest about what they were selling.

Common statements given by Door-to-Door Sales Representatives:

1. ABC Company has gone out of business
2. Your system is outdated
3. Your system can be disabled from the outside and you wouldn’t know

Suggestions before doing business with a Security Company:

1. Check the Better Business Bureau for their company ratings and complaints:
2. Get References and ask around for input on the company
3. Ask them to leave paperwork for you to look at first and come back later

Q: Does AE Security perform phone solicitation?
A:   No! AE Security does not solicit business to non-clients by telephone unless they are a direct referral!

As of July 2016 AE Security is the only residential “Honeywell Authorized Security Dealer” in the Calgary GMA. Since most security companies are free to buy and install Honeywell equipment some of them try to represent themselves as “Honeywell Authorized Security Dealers”.

To find out if a company is an Authorized Honeywell Dealer check Honeywell’s website:

Q: How do I change my user code?
A: Please complete this form to add, delete, or change user codes for your security system and update the monitoring station of new or deleted user passwords at the same time! Click here

Q: How do I update my keyholders?
A: Please complete this form to advice us of updates for your list of contacts you would like called in the event of an alarm. Click here

Q: Should every door and window be contacted?
A: Every accessible door and window should be protected, budget permitting. As described in the "Parts of A Security System" section all glass windows should be protected with a glassbreak detector. Perimeter sensors provide earlier detection and protect occupants as well as property!

Garage overhead doors are unique. The long entry delay required for the door to open combined with the aggravation of having to rush to the keypad made contacting them awkward until recently. The advent of key-fob remote controls for arming, dis-arming and sometimes controlling the door opener has made garage protection more attractive.

Q: Should I get a wired system or a wireless system?
A: There are many contributing factors that affect this choice. The major factor is the construction and decoration of the premises. Some issues that affect this decision are: Can the wiring be concealed? How much labor is involved in wiring for the alarm? Will wireless devices be able to communicate to the alarm panel? What are some limitations to a wireless system?

Q: I heard that over 98 percent of all alarms that go off are false alarms. If that is true, why should I even bother to have an alarm?
A: On an average day, thousands of alarms are triggered, and all but a few are false alarms. However, every day there are in excess of tens of thousands of real burglaries reported in North America. Installing a security system provides a deterrent to would-be thieves. Since only about 15 percent of the general population have alarms, burglars have plenty of other targets.

Also consider the 24/7 added benefits of Panic, Fire, freeze and flood alarms!

Q: Wouldn't the authorities charge me if they had to respond to a false alarm at my home?
A: There are penalties for false alarms which vary according to the jurisdiction and location. The Calgary City Police charge $75.00 per false alarm dispatch. What is most important, however, is that false alarms can be easily avoided. Most false alarms occur at the key pad due to the end user pressing the wrong buttons. Make sure your alarm is easy to use and that you know how to cancel a false alarm immediately. This can be done either by answering the monitoring station verification call correctly and advising them of the situation (Important - Remember your password!)

Alternately, call the monitoring station on a different telephone than the one you normally get verification calls on. This prevents the monitoring station from receiving a busy signal if the are trying to call you. There are no penalties or charges if you call right away.

Remember – there are three scenarios that will cause the monitoring station to call authorities after the verification call to the alarm premises. They are:

1. - No answer
2. - Wrong answer – ( no password)
3. - Busy signal (It is a common burglar tactic to take the phone off the hook)

Tips on Reducing False Alarms

What is a false alarm?

A false alarm is a request for a responding authority to dispatch people and equipment where there is not an actual emergency. A false alarm can be caused through human error, faulty equipment, misapplication of detection devices, environmental factors or simple miscommunication.

False alarms are not an exclusive problem of the security industry (in fact, by some estimates, more than 50% of all 911 calls are not crime related) however, the growing number of installed security systems is placing an increasing demand on responding authorities (police, fire dept., ambulance).

What can the end-user do to reduce false alarms?

As the end user, there are several steps one can take to ensure false alarms are being reduced on their end. For example, the following is a small sampling of some of these ideas:

1. No dispatch period: As with any new piece of technology, a certain degree of trial and error occurs within the first one to two weeks as the end user becomes comfortable with the equipment. This is also the most likely time for a defective component to cause problems. A no dispatch period reduces false dispatches immensely.

2. Double key keypad or pendant panic buttons: In a time of duress a panic button is the most effective button you can employ on your key pad or pendant. However, these panic buttons are also a major source of false alarms. Children and adults alike can accidentally trip this feature if it is a one keystroke activation. Request the double action codes (where you must simultaneously press two separate keys down)and/or a verification call prior to dispatch.

3. Eliminate Silent Alarms: While the silent alarm is an effective tool for catching thieves in the act, it is also a source of false alarms as the end user does not know when they have made a mistake. Installing a sounding device not only informs a thief that an alarm has been tripped, but will also warn you and your family of an error or a crisis situation.

4. One device per security zone: Many false alarms have been caused by problems occurring after a repair has been performed. This is because the technician will have a difficult time isolating the problematic device and will sometimes repair/replace the wrong piece. By isolating each device to it's own zone, the technician can quickly asses the problematic device and repair it. The zone can then be placed "on test" for a week as a precautionary measure.

5. "Double hit" policy: If your systems coverage is suitable, we can dispatch a guard or key holder only if a single activation is tripped. Yet still dispatch police if multiple activations are received.

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