Frequently Asked Questions

Frequently Asked Questions

Systems & Hardware

  • How does my wireless security system communicate?

    Our systems use cellular and Wi-Fi to connect your security panel or base to our Alarm Response Center, as well as to the system’s mobile app. It's more responsive, more connected, and more secure.

  • Will my security system continue to work if my wireless network goes down, or if the power goes out?

    Yes. Because your system has Brinks Home Security™ professional monitoring, 4G LTE cellular backup and battery backup ensure that your monitoring is uninterrupted.

  • Are wireless security systems secure?

    Absolutely. It's much easier for an intruder to cut a landline than disrupt the wireless signal to the Alarm Response Center. If an intruder tries to disable your security panel or base, it will set off an alarm before the system is compromised.

    Wireless sensors are also secure. Since they aren't constrained by phone lines or wall mounts, they can be placed out of view of intruders. If a sensor is tampered with, an alarm will be triggered as well.

  • Can I turn the alarm system on and off?

    Yes, all of our systems provide multiple ways to arm or disarm your system:

    • Nest Secure uses the unique Nest Tag, a passcode, or the Nest app.
    • Home Complete systems use a passcode, the Brinks Home Security app, Bluetooth hands-free disarming, and an optional keychain remote.
  • Can my system be connected to smart-home devices, such as smart lights, locks, and thermostats?

    That's a popular option for many customers. Smart-home devices are a great way to enhance the real home security we provide. They're easy to add, and compatible devices can be controlled by your system's mobile app.

  • Can my system and smart home devices be controlled with voice commands like the Google Assistant or Amazon Alexa?

    Nest Secure: The Google Assistant is built in. You can control your home security system, just say, "Ok Google, set security to away and guarding." It also can control compatible connected-home devices, manage tasks, and get answers powered by Google Search. (Mobile Notifications require working internet and Wi-Fi). Nest Secure is not compatible with Amazon Alexa.

    Home Complete Systems: Home Complete uses “skills” provided by Alarm.com to control your system and compatible devices through Alexa, Siri, and the Google Assistant. For example, you can say “Alexa, ask Alarm.com to arm the security system.”

  • Do pets trigger motion sensors?

    In general, only pets over 40 lbs. are capable of triggering motion sensors. To safeguard against pet-triggered alarms, we suggest following the recommendations provided with your security system, and (if possible) setting motion detectors in areas that pets don't normally frequent.

  • What type of batteries do door and motion sensors use?

    Nest Secure: A Nest Detect sensor (which combines door/window/motion detection) includes one replaceable CR123 3V lithium battery, with battery life of up to 2 years.

    Home Complete systems: Door sensors take a single 3V lithium watch battery, while motion sensors take two lithium AA batteries. Both types of battery last 5 to 10 years.

  • Why don't your systems include window sensors?

    Door sensors can also be used as window sensors. However, window break-ins are rare, and with the effective protection provided by well-placed door and motion sensors, window sensors are rarely necessary. If you absolutely need window protection, you can add additional sensors when you purchase your system.

  • When a security breach occurs, does my system tell me where in my home it happened?

    Yes. Each sensor protects a door, window, or area, and will indicate the location of the breach when an alarm occurs.

  • I don't have good cellular service at my house. Will my system still work?

    Absolutely. Our cellular backup will connect to the strongest major wireless provider at your location.

  • Does my security system have a warranty?

    Your system hardware is covered by a 2-year limited warranty. If anything breaks during the first two years, it will be replaced.

  • Can I take my system with me if I move to a new home?

    Yes. That's one of the advantages of a wireless self-installed system. Just take the devices out of your old home and place them in your new home. Once you have installed your system in the new location, just call or chat to let us know. Your monthly rate will remain the same unless you choose to add additional services.

  • Can I get an additional system for my vacation home?

    Of course! Just go to brinkshome.com, or chat with one of our security experts to get started.


Professional Monitoring

  • What is professional monitoring?

    Professional monitoring is one of the most important functions of real home security. Your system transmits alarm signals to our Alarm Response Center, a sophisticated 24/7 call center staffed by highly trained professionals who can rapidly notify police, fire or medical authorities during any emergency.

    Around-the-clock professional monitoring is also important because calling 911 on your cell phone won't connect you to the correct authorities unless you're currently located within their jurisdiction. The professionals in our monitoring center will alert the correct authorities, no matter where you are.

  • Who gets notifications when my alarm goes off?
    Can I choose who I want to be notified?

    Once you activate monitoring with Brinks Home Security, you will specify a list of emergency contacts. With professional monitoring, once an alarm goes off, the Alarm Response Center will begin contacting the individuals on your list. You can update the list anytime.

  • Can I save money on my homeowner’s insurance by having an alarm system?

    It's common for some insurers to provide a discount of up to 20 percent on homeowner’s insurance if you have a professionally monitored system. Be sure to check with your insurance company for more information.

  • Is there a termination fee if I cancel my monitoring & service?

    For all of our systems, you can cancel your service within the first 30 days for a full refund, with no termination fee.

    Nest Secure: The month-to-month rate allows you to cancel your service at any time. However, there will be no refund for equipment after the 30-day risk-free period, and you’ll be responsible for any financing agreement through GreenSky.

    Home Complete systems: After the 30-day risk-free period, the terms of your agreement will be in effect. You'll be responsible for any remaining balance for your monitoring service, or for equipment through GreenSky.

  • I live in a neighborhood where police don't respond to residential alarms. Who comes to my house to investigate alarms?

    Different jurisdictions have different rules regarding alarm dispatch. However, it's very rare that police won't respond to alarms at all. In many cases, you just need a permit for your home, which we can help you get. Text our Customer Care experts at 469.513.8685 or contact your local law enforcement to find out how alarms are handled in your area.


Installation

  • How easy is it to self-install a system?

    Every component comes with extra strength adhesive strips to make placement quick and easy. Real home security is especially effective when it fits your needs, so your system may have cameras, thermostats, or other smart home devices. You’ll want to set aside a little more time for self-installation and setup of these systems.

  • I’d rather not self-install. Is professional installation available?

    Our systems are specifically designed to be easy to install, set up, and activate. The most important thing is that your system is right for your home. Larger systems, or systems with cameras, locks, or other sophisticated devices might benefit from professional installation. If you prefer someone to install your system, we can put you in touch with a trained professional.

  • Nest Secure: You can locate a Nest Pro on the Nest website.

    Home Complete systems: Text Brinks Home Security Customer Care at 469.513.8685 or call 866.305.6414 for more information.

  • How can I be sure that I set up my system correctly?

    We’re here to support you every step of the way, from product installation to activation of your 24/7 professional monitoring.

    Nest Secure: The Nest app will guide you through installation and setup step by step. After that, we’ll contact you to activate your monitoring.

    Home Complete systems: One of our technicians will guide you through the process over the phone. After setup is complete, the technician will test your system remotely.

  • I don't have a landline. Can I still get a system?

    Certainly. Our systems communicate wirelessly through cellular networks and Wi-Fi – no landline needed.

  • Can the panel be mounted on the wall?

    Nest Secure: The Nest Guard base can easily be placed on any flat surface, like a shelf or countertop. It is not designed to be mounted on a wall.

    Home Complete systems: The touchscreen panel can either be wall-mounted or free-standing using the included desk-mount. We recommend free-standing, although wall-mounting a panel is as easy as hanging a picture. Just place the screws in the desired location and attach the panel.


Miscellaneous

  • I live outside the United States. Can I still get one of your systems?

    Currently, our systems are only available in the United States, Canada, and Puerto Rico.

  • I already have a home security system in my home. Can I get professional monitoring for that system?

    Certainly. We have a lot of experience transitioning older alarm systems to our monitoring and service. Text us at 469.513.8685 to ensure that you've got real home security.

PROTECTING OVER 1 million PEOPLE

J.D. Power Trophy for Customer Satisfaction with Home Security Systems

#1 in customer satisfaction

#1 in customer satisfaction

with home security systems, 2018

―   J.D. Power, 2018 J.D. Power Logo

J.D. Power Trophy for Customer Satisfaction with Home Security Systems
Chat Us