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FAQ


Yes. As from 1 September 2009, all users are legally required to register their alarm systems via the website: www.policeonweb.be.

Please note: this is not required for alarm systems that are linked to an alarm receiving centre (dispatching). In this case, your alarm system is registered automatically via the alarm receiving centre.
Yes. As from 1 September 2009, all users are legally required to register their alarm systems via the website: www.policeonweb.be.

You will find all necessary information regarding the registration of your alarm system by clicking on the link ‘Guide to the Registration of your Alarm System’ in the DOWNLOAD section.
Your system allows you to program or change your code at any time. Your system user manual will explain how best to do this.

For systems with a maintenance contract that are connected via a modem, you can ask for assistance from our technical services who will program your system on your behalf via the modem. Programming via a modem is only possible during office hours.
The ‘trouble’ condition indicates that your system has a technical problem. Your system user manual will explain what you should do next.
Should you no longer have your user manual, you can download it from our DOWNLOAD section, or request a new copy in writing or by telephone from our customer services, during office hours.
The instructions for the alarm receiving centre can only be changed in writing by post, fax (02 734 77 80) or email (vag.info@vag-security.be). Proof of identity must be provided in every case to enable us to verify the sender’s identity. For obvious reasons, no changes will be accepted via the telephone. A minimum of 24 working hours must be allowed for the changes to the instructions to take effect.
Normally, all alarm systems can be connected to our alarm receiving centre. This connection is made via a modem within your control panel, or in some cases by adding a modem card. This requires your control panel to be connected to a telephone line. We recommend that you contact our customer services to determine whether your system is equipped with a modem (this is the case for most systems installed since 1990) so that we can send you the documents required to subscribe to this service. You can also benefit from a tax credit when you subscribe to this service.
The maintenance of your system is carried out in the same period every year. For new systems, maintenance is planned approximately eight months after installation. We will send you a letter prior to each maintenance visit to inform you of the time and date of our visit (within a two-hour timeframe, such as between 9am and 11am, between 10am and 12am, etc.).

Should the proposed time or date of visit not be convenient, you can return the document to us with your preferred time and date. We will endeavour, where possible, to accommodate your request. You can also change your appointment by telephoning our customer services during office hours.
You can reach our technical services 24 hours a day on 070 233 215.
PLEASE NOTE: our technical services give priority to customers with a maintenance contract. Charges may be billed for calls from customers without maintenance contracts.
All new systems installed by our company are delivered with an INCERT conformity certificate. For systems installed before the INCERT standard was introduced, we recommend that you ask your insurer to which risk level your system should conform and let us know. This will enable us to verify whether this corresponds with the system installed and assist you further as appropriate.
The installation of an alarm system is always preceded by a detailed survey of various factors (location, type of risk, type of occupation, etc.) and a meeting with our sales team. It is recommended that all system components are included in the building plans and the wiring is carried out together with the electrical installation. It is also easier to install the magnetic contacts in the windows and doors during the building phase. Our sales team will be happy to advise you further on this subject, during office hours, on 02 733 11 44.
All components of an alarm system are protected against sabotage. When a wire is severed or an appliance is opened, an alarm signal will be triggered. Once the alarm has sounded, it will not be possible to re-arm your alarm system until intervention by our technical services, who will check and re-set the system. It is therefore paramount that before the start of your renovation work, you ask our technical services to disconnect the components that will be affected by the work.
After the sounding of a 'sabotage' alarm, you will not be able to re-arm your system. Our technical services will need to intervene to perform a system re-set.
Your system has a backup battery that can take over during an interruption to the power supply of the 230v network. In theory, this battery can last autonomously for a minimum of 24 hours. It is however advisable to restore the power supply as soon as possible. If the power failure is too prolonged, the backup battery may need to be replaced by our technical services.
The technicians at our alarm receiving centre will only respond to a power failure that lasts longer than one hour, or to a power failure that occurs between 10pm and 8am and has not been restored by 8am. Your system’s backup battery is there to take over during power failure. We do not need to wake you to inform you of a power failure of your system. Please note, however, that the 230v surveillance only covers the power supply of your alarm system and no other equipment, unless otherwise requested at the time of the system installation or via instructions received thereafter.
You may change your original instructions at any time (see question four).
You can download this document from the ‘Tax Reduction’ page. You should complete this form and send it to us so that we may add the legally required information. We will then return the document to you so you may enclose this with your tax return.
Yes, pet tolerant detectors are available. These are subject to specific installation conditions and therefore require an on-site inspection to ensure the smooth operation of the system, without disruption by small pets. Our sales team will be happy to assist you further with detailed information on this subject, and can be reached on 02 733 11 44 (only during office hours).
An optical detector can trigger the alarm system in the presence of large quantities of dust. It is therefore paramount that this type of detector is shielded during any type of work that creates dust. A thermal detector is not affected by dust but should still be covered while the work is carried out.
You can ‘reset’ your detector. How to do this depends on the type of control panel it is connected to. You should consult your user manual for instructions on how this can be done.

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