Spectator

Rules not working & Support doesn't call when alarm is tripped

I have two issues....

1.)  Have installed the Kwikset deadbolt.  Works fine.  However, I created a rule to "text" me, when it is unlocked.  It will not text me or email me or well....nothing.

2.)  I have accidently entered my "panic" code on two seperate occassions.  In both instances, I received no phone call (as the rules are set up for), no text, no message..... nothing.   On a good note, the police did show up!   I would have preferred to have been able to cancel their arrival if TWC IH had called me first - like they are supposed to.

 

 

For issue number 1, I have tried deleting the rule and recreating it - based on TWC IH customer service instructions.  Still doesn't work.

 

For issue number 2, I have called in and was told that there was a "delay" in calling me.....  ????? huh?!!  So what if it had been a real issue?  

 

I'm filing a formal complaint, but meanwhile, was wondering if anyone knows of any soltuions to these issues and/or if you are experiecing the same.

 

Thanks.

5 REPLIES
Lead Moderator

Re: Rules not working & Support doesn't call when alarm is tripped

We are sorry to hear you have had so much trouble with the service and with the "rules" you have

set up in the system.

 

We would be happy to escalate this issue to a specialist. Have them phone you to do some testing

and try to get this sorted out. 

 

Please contact us by clicking this link.  Please do include your account number, your best contact number and your general availability for a technician to phone you and work to get this resolved.

 

We look forward to hearing from you.

 

Thank you for participating in the Forums.
Have a good rest of the day!


Regards,
Julia R.
TWC-Social Media Customer Care
Moderator - TWC Community Forums

Spectrum Employee

Re: Rules not working & Support doesn't call when alarm is tripped

Make sure that on your online portal, in the Emergency Dispatch Setup section (hover your mouse over each heading until you find it) you have all the phone numbers correct. Then, when you make the rule, make sure you are selecting the correct contact to send the text to.
Spectator

Re: Rules not working & Support doesn't call when alarm is tripped

I've done that...so did tech support.

Observer

Re: Rules not working & Support doesn't call when alarm is tripped

When my system was installed, my tech told me that the "panic" code will not signal a call from TW, but will result in the police  being directly dispatched.

Browser

Re: Rules not working & Support doesn't call when alarm is tripped

Same here, this was designed in case there was someone with you that was being hostile and you did not want to alert them that police/etc were coming.