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FAQ

How do I turn my door chime on or off?
How do I bypass one zone?
I received a call that my system has a low battery. What do I do now? How do I reset the low battery display?
I received a call that my system "Did Not Test". What do I do now?
We are moving, how do I Cancel or Transfer my service.
I received an invoice for service. Can I pay this bill on line?
What can you do to protect my windows?
Can I have a motion detector if I have a dog?
Where is your monitoring station and how fast is your monitoring?
Does a heat and smoke detector come in the package
Is there any cost for the installation?
How long is the agreement?
What happens if something malfunctions with my security system? Do you have a Warranty?
How long have you been in business?
What happens if I move before the end of my agreement?
What is the difference between Matrix Security and other security companies such as ADT and Brinks?
What happens if I accidentally set off my alarm?
Can I switch from my existing security system to a Matrix system?
Do you have wireless panic buttons?
Do I need a glassbreak detector on every window?
Does owning a security system lower my homeowner insurance?
Does VoIP work with my alarm system?
What other options do I have if I do have VoIP?

How do I turn my door chime on or off?

On the Honeywell, Ademco and First Alert systems we service the # 9 key is the chime key. You enter your user 4 digit security code and then press the # 9 key to turn the chime on or off. The chime feature can only be activated when the system is disarmed.

How do I bypass one zone?

On the Honeywell, Ademco and First Alert systems we service the # 6 key is the bypass key.

I received a call that my system has a low battery. What do I do now?
How do I reset the low battery display?

First you will have to determine if the low battery is from a window/door transmitter or your main system battery.

I received a call that my system "Did Not Test". What do I do now?

If your system is programmed to send us a periodic test signal and we have not received it you receive this call. The problem could be that the telephone service to your panel was interrupted during the time your system was scheduled to test. First check that your telephone service is working. Next contact the monitoring company and ask them if the test signal came in late. Sometimes the signal can be delayed. If the telephone lines are working and the monitoring company has no record of a signal from your system, you will now want to test your system. Follow the steps for testing the alarm. If after testing the system the monitoring company still did not receive a signal. You need to contact us to arrange for service.

We are moving, how do I Cancel or Transfer my service.

You will want to contact the local branch that services your system. They will direct you to the customer service department. The customer service department can arrange for service to be turned on at your new home. They can also assist you in canceling your service.

I received an invoice for service.
Can I pay this bill on line?

Yes you can pay your invoice on line. Call our customer service department to make arrangements. We can arrange credit card payments or automatic bank transfers.

What can you do to protect my windows?

There are three ways to protect a window:

Glass Break Detectors
Motion Detectors
Window Contacts

Can I have a motion detector if I have a dog?

Yes. We offer an upgrade to our package motion detector called a "pet motion." It works successfully for pets under 80 lbs.

Where is your monitoring station and how fast is your monitoring?

COPS Monitoring Central Station, our sister company, is located in Williamstown, N.J. Our central station provides our customers with arguably the fastest monitoring in the country. Our average response times range from 5-17 seconds. We have an objective third party audit our average response times monthly to back up our claims of excellence.

Does a heat and smoke detector come in the package

Yes. We consider fire protection to be an essential part of a complete security system.

Is there any cost for the installation?

The installation price is included in the cost Package.

How long is the agreement?

Typically, our contracts range from 36 to 60 months.

What happens if something malfunctions with my security system? Do you have a Warranty?

Matrix offers what we call our EverGuard Protection Plan. EverGuard allows customers to have most service related problems taken care of at no charge. Equipment problems are free of charge.

How long have you been in business?

The ownership that makes up Matrix Security Group have been in business for over 25 years.

What happens if I move before the end of my agreement?

You have a couple of options.

You can have the new homeowner moving into your house take ownership of the security system. This will relieve you of your contractual obligation.
You can have a new Matrix Security System installed at your new location. This requires you to sign a new monitoring agreement.

What is the difference between Matrix Security Group and other security companies such as ADT and Brinks?

There are 5 major advantages that set Matrix Security Group apart from our competitors.

You own the security system from day one.
You get a professional installation done by certified installation technicians.
You get the best response times in the industry. (Averaging 5 - 17 seconds).
We offer a greater variety of equipment and services to the homeowner such as cameras, two-way voice, and cellular backup to name a few.
We offer one of the best warranty's in the industry.

What happens if I accidentally set off my alarm?

VoiceComm: A Central Station Operator will speak to you via the speaker. Tell the operator it's a false alarm and provide your passcode. Standard Monitoring: Wait by the phone. A Central Station Operator will call to verify. Tell the dispatcher it's not an emergency. They will ask you for your password and to spell it out. That's it. No false alarm.

Can I switch from my existing security system to a Matrix Security System?

Yes. We replace your keypad and central processing unit. You also sign a monitoring agreement for central monitoring.

Do you have wireless panic buttons?

Yes we have a wireless panic button (popular with senior customers) and keyless entry that can be carried on a key chain. This allows you to arm and disarm your security system without using the keypad.

Do I need a glass break detector on every window?

No. A glass break can cover several windows. It really depends on the layout of the house. For example, if you had 6 windows in two rooms you would need 2 glass breaks - one for each room.

Does owning a security system lower my homeowner insurance?

Yes. In some cases you can see up to 20% reduction in your homeowners insurance.

Does VoIP work with my alarm system?

Maybe. Many companies that are providing VoIP are recommending that a landline still be maintained in order for your alarm system to operate properly. In the event of a power outage, your Internet connection can (and probably will) go out for a period of time - which defeats the monitoring.

If you have digital phones, like Time Warner Digital Service, you need to make sure that the company has provided dial tone back to the D-Mark (the box on the outside of the house). This gives the alarm system full line seizure over the computer and phone lines in the house. Always be sure to test the system when there's been any kind of work done to your phone service. Most digital phone services work well with the alarm system.

With VoIP providers like Vonage, you need to explain to them you have an alarm system that needs to communicate using the same line. Vonage need's to provide a dedicated line/jack from the digital to analog converter. You would then call us to ensure that the system communicates properly. Several websites, including Vonage's, strongly recommend keeping a land line for alarm systems.

What other options do I have if I do have VoIP?

Other options include:

Keep a land line that your security system can use.
Use a cell back up as the primary form of communication. With cell backup there's an upfront charge for the equipment and a nominal monthly charge for the cell service. Please call our toll free number for cost information.

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