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All CollectionsTroubleshootingMy alarm went off but nobody called

From time to time we get a concerned subscriber call in and say "My alarm went off but I never received a call from Epic Alarm?"

This is definitely cause for concern, so do reach out if you have any doubts your system is not working correctly. We're always here to help and also, be sure to test your alarm system regularly. We recommend testing monthly.

So, again, if you think your system is not communicating, please contact us and we'll help you troubleshoot things and make sure everything is in working order.

Also, please keep the following in mind:

Our alarm systems and monitoring service complies with SIA standards for false alarm reduction in which signals cancelled within 30 seconds or less are never transmitted to our monitoring station. So say for example you opened a side door on your house to take the dog out and forgot the alarm system was armed. You make your way to the panel or remote disarm on one of your smart devices within a few seconds. No problem. 

Furthermore for future reference, if your system is connected via our interactive cellular service, even if a signal goes past 30 seconds and is transmitted but cancelled soon thereafter (usually within the next 15 to 30 seconds) while the operator is processing the signal and preparing to dial out, the system is considered disarmed (alarm cancelled) and that is automatically updated on the monitoring station operators screen and no call or further action will be taken.

Thanks for trusting Epic Alarm!

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