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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Fax - Tivo - Alarms
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PostPosted: Mon Nov 21, 2005 8:17 am    Post subject: Brinks is using pulse dial!? Reply with quote Back to top

I have had my WRTP54G for about a week and a half now but really went "live" with the service in my house (meaning my wife has been using it) since last Thursday evening. Excellent phone service, although I have found some amount of fragility in the CID if I hook the line up where it is supposed to go (before the RJ31).

DirecTV Tivos, including an HD-TiVo, are all making their daily calls and updates with absolutely no modifications! Very nice and unexpected given what I have read here.

My Brinks alarm, however, continues to not work. Note that it originally quite working after Verizon switched my phone service over to the Fios connection. Neither alarm calls nor update calls are working.

So, I thought I'd give it a simple try with the Vonage line before calling up Brinks and having them swap in a "new board" mentioned here. Calls in previous tests were repeating over and over, but nothing was showing up on the call logs of either Verizon or Vonage. Hmm.

To figure out what might be going on I hooked the alarm into a regular open phone port and listened in to the call on another line. What I heard was a dial tone, followed by a lot of pff, pff, pff, pff, pff, pff, pff, pause, pff, pff, pff, pff....

Apparently, the Brinks board is configured to dial out using pulse rather than touch-tone. This does not work with either the Verizon Fios or Vonage setups. I have to tell you that this really ticks me off for a number of reasons:

1. I think I have a reasonable chance that my Brinks calls would actually work without modification if the stupid board were just dialing out correctly;

2. There is no reason why Brinks should have set up the calls this way, unless it was to ensure a future service call.

So, my next step will be to call Brinks and play the "unreasonable enraged customer" and try to get them to come out and update the board or at least reconfigure it for free. I could understand paying $110-ish for a service call and board update if it were me just switching to something incompatible, but their setting the board up with 1950's dialing technology seems unreasonable. BTW, this system was put in just over a year ago.

Has anyone else had experiences with something like this?
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PostPosted: Mon Nov 21, 2005 2:44 pm    Post subject: Reply with quote Back to top

A brief update:

Apparently Brinks is not up to date on the whole Fios thing. When I called them this morning they immediately labeled it as "VoIP" and something that they needed a special service call to figure out and perhaps properly configure. I completely feel in this case that simply doing a touch-tone dial out would solve the problem, but they are in the "we have to study it" mode.

For Vonage, however, they appear to have a ready-to-go solution and will be out to my house Wednesday morning to stick it in. This is a charged visit, unfortunately.

I may have the guy mess with it a bit and just do the touch-tone update first rather than swap in a board, etc. but that may be wasting more of his "billed by the 15 minutes" time and likely doesn't matter in the larger picture.

My attempts to convince them that they should make the touch-tone change for free failed unfortunately, since it clearly indicated a change in my phone service. Oh well.
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PostPosted: Wed Nov 23, 2005 12:36 pm    Post subject: Reply with quote Back to top


i have had this problem in the past, however i called Vonage UK customer services, and the switched my line from number 1 to number 2.

it works great!
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PostPosted: Sat Nov 26, 2005 9:57 pm    Post subject: Fios Reply with quote Back to top

We had our Fios connection before we had our Brinks alarm system installed. So I'm wondering if our system may already be configured for touch-tone dialing. I have been looking into Voip for a couple of months now and my husband has been holding off on making a decision because we've been getting conflicting information. This forum is exactly the kind of help I've been looking for and I'm glad I found it. I mean, I was sure that the Voip providers would cover home alarm systems in their FAQs but I never found a sufficient answer. One provider would say it couldn't be done, another one said it can be down with extra equipment and such.

So has anyone successfully worked this out with Brinks? I mean, when we had our alarm installed no one mentioned that Fios might be a problem, and as I already said, we had the Fios long before the alarm.
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PostPosted: Wed Nov 30, 2005 11:29 pm    Post subject: Reply with quote Back to top

Fios is not supposed to be a problem, but I think I had overall quality problems with my "over glass" land line. Who knows why.

I had the Brinks guy come out about a week ago. He knew *exactly* what he was doing with regard to Vonage. He had done the same installation several times including at his own house. He ended up doing the following:

1. Installed a new board. Unlike other reports I've seen the board was free and all I paid for was the service call. (I had him install another panel for me elsewhere which ended up making this a wash in my case). Only $45 instead of the $45 + $75 some have reported.

2. Set the board up so it will not update over the phone line. This is apparently a problem with Voip and is somewhat fragile overall. He said if I'd had the 2000 system instead of the 3000 system it would have worked without modification. These units do not make the update call.

In terms of the pulse dialing: He told me my unit *was* set up to tone dial, but after repeated failures the board will automatically drop to pulse dialing as an alternative.

My Vonage quality is outstanding, BTW, over the Fios link. You have plenty of bandwidth up and down to set your call quality to max and actually achieve it. Very nice.
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