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Mac55's profile

Monday, November 21st, 2022 12:19 AM

Monitoring center phone calls

Hi all

    New to the system. Having a few issues but figuring them out but I can’t seem to get past one of them. I have accidentally tripped my system 2 times and I had a motion sensor trip for whatever reason. The monitoring center tries to call my house and it goes straight to voicemail. I even had them try to call me when I had the system off and the same thing. My phone service is Comcast/ Xfinity which of course my security system uses also because cell service is terrible where I live. They do end up calling the police because they can’t get through to my house but then call my cell and I ask them to cancel which they do. No one else has a problem calling my home number but them. I did call Comcast and they did a check on the line and spam issue’s for that matter and all checked our ok.

     Any ideas out there. Thanks….

Accepted Solution

2 Messages

1 year ago

Update…

     I seem to have figured out my issue. Again I have terrible cell service where I live so all communication with my system goes through my internet service provider which again is Comcast/ Xfinity. That includes my home phone. Reason I couldn’t get a phone call from the monitoring center was because of their spam filters on my line. They have low,medium and high spam filters. Mine was set with low/open, medium/to voicemail, high/blocked. I was having problems with the medium apparently. 
    So they changed the medium to open and that did not help. Still to voicemail. So they opened all spam and that still did not work. So I asked them to go back to low and medium open and high blocked. This time I left it there and let a few hours pass and had the monitoring center call again and it worked. Apparently when they were switching these setting around for me on their system (Xfinity) it takes a while for it to take hold. I’ve tested it multiple times since and all is good… hope this helps others with Xfinity. 
         Mac…
            

Captain

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5.7K Messages

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130 Points

@Mac55​ Thank you for the reply with update, and how detialed and extensive it is.  This will help many others, and SS would be wise to put this issue in their help center.

Best of the holiday season to you and your family!

Captain

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5.7K Messages

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130 Points

1 year ago

@Mac55 For full disclosure, from personal experience I will never use Comcast, or ADT, again. Lying is only the first of many words to describe them, and won't bore you with the rest.

My guess is that Comcast is blocking the number and you will need to escalate your issue with them until resolved. When they say its resolved, then you will have to contact SS monitoring and have them try and call through again. Also, go through the basics and make sure you do not have their number blocked on your own phone.

Please post your outcome here if you get a chance.

Community Admin

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240 Messages

1 year ago

Hi @Mac55 

It sounds like there may be an issue on the carrier side that is preventing the phone calls from going through. One thing you can do to mitigate this is to make sure that you've saved the Monitoring Center's number to your phone's contacts, and additionally, allow SimpliSafe to bypass Do Not Disturb and Silent Profiles on your device.

You can learn more about that and take those steps with this article

Beyond that, it would certainly be best to contact Comcast/Xfinity to make sure that they aren't blocking any calls. If you have poor cell service at this location, you may also want to enable Wi-Fi calling on your phone to ensure that you receive calls no matter what.

Let me know if this helps, or if you have any other questions. Welcome to the community!

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