Help and support

The monitor system is a complete home-protection and security system. It works by connecting a sophisticated alarm system to a monitoring centre, via your telephone line. If a movement sensor or smoke detector is triggered, the alarm system will send an immediate alert to our monitoring centre - and you, and any of your nominated contacts, will be notified of the alert by telephone, text message or email.

If you cannot respond to the alert, the next person you have nominated will be contacted, and so on until contact is made. You can nominate up to five people to respond to an alert and select how they wish to be contacted. The system uses your existing telephone line to contact the monitoring service and it logs events as they occur. Your secure online account can be accessed from anywhere in the world via the internet - giving you peace of mind at your fingertips.

The monitor system offers a range of features:

• Movement sensors ensure that a phone call, text message or email informs you immediately when unauthorised entry has occurred in your home
• A smoke detector will be activated if it detects smoke or a significant rise in temperature and you will receive immediate notification
• You can nominate up to five contacts to be informed of an alert
• For larger properties, the system can be easily upgraded with additional sensors and detectors
• You can access your secure online account via the internet to view a real-time log of events and receive notification of any problems with your system, such as a power failure or low batteries
• The keychains and control panel can be used as a panic alarm

Once the equipment is delivered, registered and installed, it belongs to you. The equipment operates as a monitored alarm system and the monthly fee covers the cost of the equipment and the provision of the monitoring service. The monitoring service responds to any event within your home, sending notifications via a voice message to your phone or mobile, text message to mobile phone or email to you and your nominated contacts. The monthly fee covers the cost of notifying you and your contacts and you can make unlimited changes to your personal preferences using your online account. We guarantee not to increase your monthly payment for as long as you use the system.

The monthly fee does not pay the cost of telephone calls made by the monitor system to our control centre when the alarm is triggered. These calls are charged at standard local call rates - typically around 5p - and will appear on your telephone bills. The system also sends a weekly test signal to confirm that it is operating correctly, which is also charged at standard local call rates, typically around 5p.

Please note that the monitor price plans and accessories are no longer available via the website. We apologise for any inconvenience this may cause.

Existing customers

If you need to register your monitor system or wish to view your online account, you can still use go to 'my monitor system' website. If you would like to buy accessories, or if you have any queries, please call us on 0845 071 1007.

View our Home Services products

If you'd like to find out about protection for your gas central heating or electrical wiring, or check out our range of installation services, please visit our Home Services website.

The system offers much more protection than traditional ‘bells-only’ alarm systems, by providing intelligent real-time information about the status of your home. Movement sensors and smoke detectors communicate with the monitoring service through the control panel, sending you an immediate notification of an emergency. When in the home, you and your family will also have the ability to call for assistance by sending a panic signal using the remote control key fob.

When activated the monitor system will make a loud noise from the control panel to deter an opportunist thief. However, it goes one step further by putting you in control of what happens next. An intruder or burglar will not know who has been alerted by their presence and how close that person may be.

You can nominate up to five people and specify the order that you want them to be notified of an alert. If the system fails to notify a contact it will continue until contact is made with one of the people you have chosen.

Many monitored burglar alarms are expensive to buy, install and maintain. They require professional installation and need regular maintenance. The monitor system offers you something different as it uses the latest technology of wireless sensors and is designed for easy installation, so there are no hefty installation costs or messy wiring.

The equipment is manufactured by General Electric (GE), one of the most advanced companies in the world for appliances, parts and accessories. The monitor system provides simplicity, design and superior technology with a built-in digital voice to direct you though every step of operation. What's more, we can offer this system without an up-front payment. This enables our customers to own this equipment by agreeing to pay a monthly payment for the first two years, with a guarantee that we will not increase this payment for as long as you use the system.

The system will always dial out to report an incident to the monitoring centre. It will take priority over the telephone line and may interrupt a telephone conversation or internet connection if the home phone line is plugged directly into the monitor adaptor. (Note - if a phone or internet connection is in use that is connected to a separate phone socket, the system will be unable to dial out as the line will be busy and it will be unable to take priority over the phone line.) Your system will also make regular contact with the monitoring centre to register a status report. These calls are made during the early hours of the morning to avoid any inconvenience.

The monitor system responds when one of the sensors or detectors in your home is activated. The control panel’s siren will make a loud noise to deter an intruder and alert neighbours. Simultaneously, the control panel will make a telephone call to the monitoring centre. Once the monitoring service receives the call, it will inform your chosen contacts, progressively escalating until a response is received. You can select a maximum of five people as your chosen contacts.

Your first nominated contact will be called first. If you are the first person on the list, you will receive your chosen combination of phone calls, text messages or emails. If you fail to respond using your password via your mobile phone or landline, your next contact will be notified. This continues until the list is complete, or someone responds by inputting his or her correct password.

We provide a set of useful wallet cards for you to give to your nominated contacts to remind them what they need to do if they receive an alert from the monitoring service.

You can choose up to five in total, including yourself. Each person can be contacted on their mobile phone, home or office telephone and email, or any combination of these. It’s up to you and your contacts how they prefer to be notified. You specify the order that you want the monitoring service to contact the people you have nominated and the monitoring centre will keep calling until contact is made.

If the monitoring service encounters an answering machine or voicemail, you may receive a message or part of a message alerting you to the event, and asking you to respond. If you do not respond using your password at that time, the monitoring service will escalate to your next nominated contact.

No, monitor will not contact the Police or Fire Service directly. However, you, or any of your nominated contacts can choose to call the emergency services once notified of alarm activation. The monitoring service will tell you which sensor has been activated, such as an intruder triggering a movement sensor or the smoke detector sensing smoke or fire.

Your 6-digit user id is sent by your monitor control panel to the monitoring centre whenever an alarm is triggered so that we can identify the property the alarm came from. It is used as your user ID when you log into the monitor website. You will also be required to type in your password.

Your monitor alarm system is completely portable. If you move home, you can remove your control panel and wireless accessories and re-install them in your new property. You must contact our Customer Service Team on 0845 071 1007 before you move so that we can arrange the monitoring service for your new address. You will then need to update your address details in your online account, not forgetting to change your sensor locations and settings if necessary. Remember that you may also need to choose a new list of contacts.

The most important thing is not to put yourself in danger and you must assess the risk before acting. If you believe there is a burglary or emergency in progress, you should contact the emergency services by dialling 999. If you believe that it is a false alarm, you can cancel the alert by typing your password using your mobile phone or landline.

No, we will set up a new Direct Debit instruction for you and your monthly payment will appear as a separate amount on your bank statement.

You own the equipment once it is delivered to you and you can cancel your monitoring service at any time. If you cancel after two years and have made regular payments for the monitoring service, there is no termination fee.

If you decide to cancel within two years you may be charged a termination fee and this amount depends on how long you have been using the system. See table below.

Please remember that this is a monitored home protection system and if you cancel the monitoring service your alarm system will no longer notify you of events.

We hope to provide a facility to do this in the future, but at the moment it is not possible for you to view your payments online. Your monthly payments for the monitoring service are made by Direct Debit and we will send an annual statement to you to confirm the payments you have made. If you require more regular statements, please call our Customer Service team on 0845 071 1007 and we can arrange this for you.

Once the equipment is delivered, registered and installed, it belongs to you. The equipment operates as a monitored alarm system and the monthly fee covers the cost of the equipment and the provision of the monitoring service. The monitoring service responds to any event within your home, sending notifications via a voice message to your phone or mobile, text message to mobile phone or email to you and your nominated contacts. The monthly fee covers the cost of notifying you and your contacts and you can make unlimited changes to your personal preferences using your online account. We guarantee not to increase your monthly payment for as long as you use the system.

The monthly fee does not pay the cost of telephone calls made by the monitor system to our control centre when the alarm is triggered. These calls are charged at standard local call rates - typically around 5p - and will appear on your telephone bills. The system also sends a weekly test signal to confirm that it is operating correctly, which is also charged at standard local call rates, typically around 5p.

The monitor system is designed to work in conjunction with the monitoring service for which we charge a monthly fee. If you cancel or default on your payments we will attempt to contact you to re-instate your payment arrangements. If the payment arrangement is not reinstated, we will consider that the agreement is cancelled and a termination fee may be charged in addition to any outstanding payments for the monitoring service.

No, you can become a monitor customer without being an energy or talk customer. But why not check out our great energy and talk deals by visiting one of our websites?

• Scottish Hydro Electric (for customers in Scotland)
• SWALEC (for customers in Wales)
• Southern Electric (for customers in England)

We’ve made it really easy for you and the whole system can be installed on a DIY basis. All the sensors are powered by long-life batteries and are wireless so they can be installed in a matter of minutes. The sensors are pre-programmed to work with the control panel and are ready for you to install.

The monitor system is designed to protect small to medium-sized homes. You can upgrade your system by adding additional sensors at any time. Optional accessories include additional PIR movement sensor, smoke detector, door / window contact, remote control and emergency panic button. Once the standard monitor system has been installed additional items can be added through your control panel and to your online account using the instructions provided.

The system’s control panel must be connected to a telephone socket and power supply. It can be installed anywhere as long as you can hear the beeps when the system is armed and disarmed. The alarm is activated using the keypad or by the remote control key fob, in a similar way to locking and unlocking your car.

If you can’t install the system yourself, we can arrange for a professional installation. Please contact our Customer Service Team on 0845 071 1007 and we will be pleased to make the arrangements for you. Please note that if our qualified staff install the system for you, you will need to switch to the £19.99 monthly payment plan.

No, the monitor system is designed to be maintenance-free. The control panel constantly monitors the sensors, power supply and telephone line and will let you know if there is a problem. The batteries in the control panel, sensors and remote controls will last up to three years, depending on usage, and can easily be replaced. Although no maintenance is required, we recommend you test your system regularly to ensure maximum performance.

The movement sensors use advanced signal processing and a special lens to help reduce false alarms from pets with a combined weight of up to 18 kg (40 pounds). We recommend that sensors are located where pets cannot get within 2m of the sensor. The system will also allow you to bypass a movement sensor in a particular room, if you wish.

We recommend that you take some time in advance to think about the location of your control panel and sensors. Please note that the alarm is pre-programmed with default settings, allowing you a pre-determined amount of time to leave your property before the alarm sounds.

The best place to site your control panel is close to your main entry point so that you can hear the beeps when the system is armed. Your control panel must be plugged into a power socket and a telephone line, so this may dictate where you can locate it.

Think carefully about where you want to place the movement sensors for maximum effect. Sensors should be located in areas that you consider that a potential intruder could access. PIR movement sensors are best placed in rooms most vulnerable to threat, or passageways where people must walk to get to other rooms.

The smoke detector should be installed in a central area and we recommend it is not located in the kitchen area due to the increased possibility of false activation by a cooker, grill or toaster.

Yes, it is easy to add additional accessories after the monitor components have been installed.

Check out the Accessories page to see what's available.

The monitor system is managed through a secure online account. The alarm system needs to be registered by using a Registration Key and your account number. You will be given a User ID' number and can choose a password. This enables you to access your account, administer your preferences, nominate your emergency contacts and cancel any alarm activation.

Once you have decided whom you wish to nominate as contacts in case of alarm activation, you must inform them about what they need to do if they are alerted by the system.

You have the option to choose just one monitoring contact (yourself) or up to five contacts in total, including yourself. Your trusted contacts could be members of your family or, ideally, neighbours who are available to respond to events. If you're going away on holiday, you may prefer to be unaware of any problems at home. In this case, you can choose to put someone else in primary charge of the system, so that you don't receive any alerts while you are away. You can administer your online account from anywhere in the world using an internet connection.

Setting up the online account is straightforward and can be done by using this website. Simply follow the step by step instructions in the My monitor system section of the site. If you have difficulty, you can call our Customer Service Team on 0845 071 1007 and they can assist you.

Yes, monitor is designed to work in conjunction with the online monitoring service, so you need to register your system and configure your account to name the areas in which your movement sensors are located. You can also name the people you wish to be notified of an alert, with their contact details. You can amend these details at anytime and from anywhere using the internet. If you have problems setting up your online account or don’t have access to the internet, you can call our Customer Service Team on 0845 071 1007.

No, the monitor alarm system is designed for easy installation. This means the wireless sensors and detectors supplied are already pre-programmed and registered to the control panel. They will function immediately after the sensors are powered up. If you buy additional accessories, these will need to be added after the standard system has been installed using the easy-to-follow instructions.

We hope to provide a facility to do this in the future, but at the moment it is not possible for you to view your payments online. Your monthly payments for the monitoring service are made by Direct Debit and we will send an annual statement to you to confirm the payments you have made. If you require more regular statements, please call our Customer Service team on 0845 071 1007 and we can arrange this for you.

Call our Customer Service Team on 0845 071 1007 and they will assist you.

If there is a power cut, your control panel will send a message to the monitoring centre advising of this and you will be notified. The battery backup will provide power to your alarm system for up to 24 hours after any power failure.

In this event the monitor alarm system would continue to operate and the control panel’s siren would sound if a sensor or detector were triggered inside the home. However, the system would not be able to make a telephone line connection to notify the monitoring centre.

There are four important numbers involved in the set-up and management of your monitor system, and they all have a different function:

• Registration Key – this is the unique code that you'll need to register your system online. The number is found on the underside of the flap on your control panel.
• Account number – please quote this number when you contact our Customer Services team. It appears on your acceptance letter and the address label when the equipment was sent to you.
• User ID – this is the User ID you must use when you log into your online account. It's a 6-digit personal user identity number given to you during the registration process.
• Password – please select a password that you can easily remember. This is used to cancel any of the notifications from the monitoring centre. It is also the password you must use to access your 'My monitor system' online account (along with your User ID).

If you have any questions about these numbers, please call our Customer Service team on 0845 071 1007.

When you connect your monitor control panel to your telephone line you may experience multiple messages and several alerts. This is because the control panel’s memory may have stored events and activations during the set-up of the equipment. This is nothing to worry about, as these events will have been cleared as part of the installation process.

We recommend you carry out a full system test to ensure that your system is working correctly - you can follow the instructions in the Quick-Start Guide on this page. You may need to relocate your sensor for correct operation.

If you are still having trouble with the sensor, please call our Customer Service team on 0845 071 1007 for assistance.

The system performs a regular line test to make sure the telephone line is still connected. The system may fail to operate correctly if the telephone cable is removed or if your telephone line is faulty. If you are aware of a fault on your telephone line, please contact your telephone service provider.

Your online account retains a history of all alerts, so you should be able to track the source of your problem. Please remember that email and text message delivery can depend on the reliability of your service provider.