FAQ (Frequently Asked Questions)

We’ve become the trusted providers of security solutions for thousands of customers in Austin and San Antonio. We strive to remain accessible and responsive to each and every one of our clients. For any questions needing further assistance call today!

To ensure the best quality and security protection to all of our customers we’ve listed the most frequently asked questions below:

Alarm System

Q. Do I still need my landline?

A: Not anymore! We can install a wireless transmitter on your existing system, eliminating the need for a costly land line phone. It’s also safer because a burglar can defeat most systems by simply cutting the phone line on the side of your home. Save money and increase your safety. Go wireless!

Q. Is my alarm system compatible with your system?

A: Most ADT, DSC, and Honeywell systems are compatible with us. If your system isn’t compatible it’s normally very affordable to convert it. Give us a call to verify, it only takes a few minutes of your time.

Q. What happens when my alarm goes off?

A: A dispatcher immediately calls you on any number you would like us to call. If we don’t receive an answer, the police or fire department are dispatched to your home. If we do receive an answer we verify your password, and at that point you can decide if you want us to dispatch or not. We never charge for false alarms.

Q. Do I get a homeowners insurance discount?

A: Yes! We are fully licensed and approved by all major insurance companies.

Q. Do I get a discount for prepaying?

A: Yes! Many of our customers choose the option of prepaying 11 months and getting the 12th month free! If you discontinue service, any unused portion will be refunded

Q. Do I get credit for referring a customer to you?

A: Yes! Each time you refer a friend or family member, and they sign up for our service, you get one month of service free.

Q. Can I still have my system monitored through the phone line if I choose?

A: Yes, you can as long as you have a regular analog phone line (not an internet or digital based phone line). Just remember, a phone line monitored system can be easily defeated by cutting the line on the side of your house. It’s most efficient to go wireless.

Q. Do I need an alarm permit?

A: Yes, most cities and towns have ordinances requiring you to register your alarm with your local police department. Contact your local police department or city hall to obtain your permit application. Once registered, be sure to call and give us your permit number. IMPORTANT: Most police departments will not respond to your alarm without a permit!

Q. How do I test my alarm?

A: Please test your alarm regularly to verify your system is operating properly. Simply arm your system and wait for the green light on the keypad to go out. Open a door to set off your alarm and wait until the loud siren sounds for 15 seconds or more, then turn if off with your code. You will receive a phone call from our Dispatch Center and you will be asked for your password. If you do not receive a call, notify our Dispatch Center immediately for assistance. We want to avoid any false alarm dispatches with the police department.

Q. What happens if there is a false alarm?

A: If you accidentally trip your alarm, enter your 4 digit code. If your alarm sounded for more than 10 seconds, you will receive a phone call from us verifying everything is ok. We will need your password, so please watch for our phone call. We do not charge for false alarms. If we are unable to reach you or if we do not receive the correct password, the police will be dispatched.

Q. How do I update my phone numbers?

A: You may update your account information 24 hours a day, 7 days a week. Call us at 800 370-2762 with your account password, and any new phone numbers.

Q. How do I add equipment upgrades?

A: To add additional products to your system, simply call 800 370-2762 for a quote and to schedule an appointment.

Q. How do I make phone line change?

A: Changing your phone service could affect your alarm system. If you switch phone carriers (U-Verse, Fios, Time Warner, Vonage, etc.), please notify us immediately at 800 370-2762 and we will determine if any adjustments are needed.

Q. How do I schedule service calls?

A: Technical Support is open Monday through Friday 8:00am-5:00pm at 800 370-2762. Not all service issues require a trip to your home, some issues can be resolved over the phone. If you do require a technician to come out, please make sure an adult (18 or older) can be present with a form of payment.

Q. Can I extend my warranty?

A: Yes. We offer an extended service plan which will cover the repair or replacement costs of the alarm equipment for $9.95 monthly. To get the Quality Service Plan for your system, call 800 370-2762.

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

A: Just call our Customer Monitoring Center at 800 370-2762 or email – dataentry@dyezz.comwith, with your changes. Make sure to tell everyone on your call list what to do in case they receive a call from us.

Q. What should I do if my technician does not show up as scheduled?

A: Your time is important and our technicians strive to arrive promptly as scheduled. If we miss an appointment and have not contacted you, please call 800 370-2762.

Q. If I lose power, will my alarm system still work?

A: Yes. In case of a power loss, the backup 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.

Q. What if my system isn’t working right?

Q. If there is a problem, can you turn my system off from your offices?

A: No. Your system is an independent unit and can only be turned off at your control touch pad.

Q. If I have an emergency, should I call you first?

A: No. If you have an emergency, call 911.

Q. How do I cancel my service?

A: Please call 800 370-2762. We require 30 day notice by mail (address – Dyezz Surveillance 2113 Wells Branch Parkway Suite #6700 Austin, TX. 78728. or email. (Email address – dataentry@dyezz.com). Contracted Alarm and Video Surveillance accounts cannot be broken.

Q. Can I add additional services to my alarm such as open/close reports and notifications?

A: Yes, for an additional monthly fee (amount depends on the addition, call our office for details) open/close reports and notifications, late to close/late to open notifications may be programmed and added to your system. Simply call our office at 800 370-2762 to schedule us to come out and program your system accordingly.

Q. Can I give special instructions for my alarm monitoring?

A: Yes, email your special instructions to dataentry@dyezz.com along with password and once the update has occurred an email verification is sent to you. (some limitations apply)

Q. Is there a re-connection fee for my alarm or my domain?

A: Yes a re-connection fee of $50 as long as it is a basic re-connection and we do not have to go to premise otherwise it is $89 an hour for service call to the premise (additional cost may apply if additional work or material is needed).

Q. What if I get a fine for false alarm or permit?

A: Contact your local Police Department who is the party responsible for charging the fines.

Q. What if I want to receive calls on disarmed alarms?

A: Email your request to receive these calls along with your name, address, and password to dataentry@dyezz.com.

Q. What do I need to do to check signals on my alarm or how do I test my system?

A: Call the monitoring station at 800-299-9900 and let them know you want to test your system or that you want to check signals on alarm.

Q. Does it cost extra to monitor fire for residential?

A: Yes, it’s only $4.00 monthly to monitor residential fire using fire alarm accessories

Video Surveillance/ Remote Viewing

Q. I am getting billed for TZO/Domain/DDNs. What is this?

A: This is a service we provide so the customer can view their cameras from their computer/mobile phone. We also refer them to dyezz.net or dyezz.name.

*Please note that not all units are mobile compatible.

Q. What if I change my router or internet provider?

A: Changes in your networking equipment will throw your DVR offline, this includes hard resets (resetting configurations). During the initial installation, we put in special rules in the firewall of your modem/router to allow the camera system to be seen remotely. A service call with our IT department may be needed to get you DVR back online.

Q. How I get equipment upgrades?

A: To add additional products to your system, simply call 800 370-2762 for a quote and to schedule an appointment.

Q. How do I schedule service calls?

A: Technical Support is open Monday through Friday 8:00am-5:00pm at 800 370-2762. Not all service issues require a trip to your home, some issues can be resolved over the phone. If you do require a technician to come out, please make sure an adult (18 or older) can be present with a form of payment.