PhoneWatch GE Concorde - Can you change providers?

I’m a bit disappointed in what happened today. I’ve an elderly relative who has a PhoneWatch GE Concorde system and she had a communication issue with the alarm, which needed a call out. The alarm had been working fine, other than the communication issue, which I think is to do with poor GSM coverage and their choice of SIM. You get intermittent signal issues.

Anyway, a technician called, did some checking and somehow now the alarm doesn’t work at all. The passwords etc were all wiped, remotes no longer connect and he told her she would need to upgrade to a new alarm system. She has no alarm at all tonight and is feeling very vulnerable about it and she didn’t even know that the system wasn’t working until now. I don’t know what happened as I wasn’t there, it’s possible the panel is faulty but all I know is she didn’t know she didn’t have a working alarm until she tried to arm it.

Someone was also supposed to call her back about this and never did.

It’s no longer recognising her passwords but when I googled a default code online it recognised that correctly, which sounds more like someone did a factory reset on the panel.

She didn’t like the new PhoneWatch system, finding the PIR camera idea absolutely creepy and she liked the audio feedback on the existing alarm, so is reluctant to upgrade.

Is there anyone supporting those systems or so we need to get it ripped out and go to a HKC or something on a different company?

davidconroy46

Looks like the engineer done a full factory reset. Obviously didn't no what they were doing.

altor

https://www.boards.ie/discussion/2058229824/phonewatch-ge-concorde-can-you-change-providers

Its sounds like he did a factory reset alright, its a job in itself programming that panel but its one of the better systems they used for range on the sensors.

They use one network on the sim in the GSM they use on the older panels unlike the other providers who use a world sim.

It is an old system now so an option would be to upgrade the system using a zero wire panel and use all the older sensors if still working otherwise she would be looking at replacing everything on the system.

Other than that, id be requesting the system to be reprogrammed.

davidconroy46

It looks like the engineer is only selling a product that he knows. That Concord panel wad the best panel eircom phonewatch ever installed. He know nothing about that system. Any descent engineer could go and reprogram the panel. He doesn't even have to sell you a complete system. He could install the Zirowire panel and all the existing devices can be programmed into the new system. Do your homework

They’re doing a like for like swap for €99, so it’s probably less hassle to just say with the same provider, but I still can’t say I’m that impressed.

davidconroy46

It must be a monitored system your going for. No need to change everything.

https://www.boards.ie/discussion/comment/118538259#Comment_118538259

It’s an elderly person’s house so the monitoring aspect is a big deal to her. She’s had phonewatch probably for 20 years.

altor

https://www.boards.ie/discussion/comment/118537785#Comment_118537785

The flip side to that is she will be locked to them with the new panel as they are the only monitoring station that can take in the signals off that panel. The panel she has now can be put through to other monitoring stations.

The other option she would have would be to have the GSM moved to a different location so it does get a signal.

Yeah but I think we are just in inertia mode now. She sees it as a relatively small cost savings for a lot of hassle and changing.

My parents had PhoneWatch since about 1993 and got rid of it when it became less flexible and went with a HTC system, a local installer & a very good monitoring service. They had a large installation with a lot of sensors and had been through three generations of PhoneWatch panels, including the very first system that had the ability to be controlled from the landline extensions. It made a lot more sense to jump ship than messing around. At the time I don’t think PhoneWatch even wanted the business and were talking about it needing a commercial system etc.

I subsequently went with a HTC system myself too. Not a bad setup at all. I mean it’s not absolutely perfect, but it’s excellent and flexible.

I have to say I'm quite underwhelmed with that new system. It's no where near as intuitive and the whole tag thing is a complete gimmick.

The lack of voice feedback is a huge downside for an older user who can't seem to figure out whether or not the remote has armed/disarmed the alarm. It's way too silent.

Overall, I'd say it's a massive downgrade of UX.

It looks like they just whacked in whatever it was Sector were doing in Norway etc and paid no attention to what the market was like here.

altor

https://www.boards.ie/discussion/comment/118603736#Comment_118603736

Also will allow you set the system with sensors open and you wont even know.

One of the worse systems on the market IMO

Seems to be a Honeywell system.