Broadview security system stopped working

Posts: 2 · New Forum Member Joined: Nov 10, 2009 Posts: 2

I have been using Vonage with my Broadview (formerly Brinks) security system for around 5 years now with no problems. Recently however, I can't get my security system to connect.

About a month or so ago I ran a standard communications test from my security system and it came up failed. Unfortunately I haven't been testing as reliably as I should so I can only say that the previous successful communication was back in January of this year when my in-laws inadvertently tripped the system.

Obviously something has changed either with Vonage or with Broadview this year. Unfortunately after speaking with both parties, neither believe anything has changed that would affect my service.

Has anyone else experienced changes in service (specifically with a security system) lately?

I have verified that I can use the "regular" phone service via my Vonage connection (i.e. I can place and receive voice calls). I can see in my "dashboard" that the call is going out and appears to last 1 minute exactly.I have even lifted the handset of a phone during the security system test and I can hear what sounds like old fashion pulse dialing so I'm assuming this means that the call is connecting and the security system is trying to communicate with the call center.

I have verified with Vonage that my packetization is set to 10 and has not changed. Are there other settings I need to check?

Finally, just to be complete, my ATA sits between my cable modem and my router on my network so there shouldn't be any router issues.

Thanks!!!

Posts: 1 · New Forum Member Joined: Jul 08, 2010 Posts: 1

I am looking at getting rid of time warner cable and have broadview security. Were you able to get this working?

- James

Posts: 2 · New Forum Member Joined: Nov 10, 2009 Posts: 2

Well, no, I went a different route. I discovered that Broadview finally started offering a GSM option for the security system. Since the security system was the only reason I was keeping any type of land line, I cancelled Vonage and switched to the Broadview GSM option.

Interestingly enough, when the Broadview installer came to install the GSM module, he said that problems with Vonage are not uncommon and usually what he has to do is get on the phone with Vonage and insist that something has changed. They will deny it at first, but then he claims eventually they tweak a few settings and things start working again but only for a year or so and then the ordeal starts over. Now remember that's a second hand account from the Broadview installer so take it from the proper perspective.

Also, if you investigate the GSM option from Broadview, insist on speaking to the customer retention department and insist that you'd rather change alarm companies rather than pay full price for the GSM adapter. I was able to get mine at a considerable discount for both the adapter and the additional monthly maintenance fee.

Hope that helps...Good luck!!!