I purchased a house with an existing Interlogix Simon XTi security system and Alarm.com equipment. The cellular module is labeled SN/IMEI (removed). Your compatibility checker says “Serial Number was not found.” Can you manually check whether this module is compatible and unregistered/available for activation with Surety?
I am receiving an incorrect IMEI on my search as well. Would you be able to check the IMEI again. Also, you can submit photos through PM and to support@suretyhome.com if it makes it easier for you as well
Please do not include IMEI information on forum post.
Thank you
It’s (removed)
I may have typed it wrong when checking previously
I am not getting a messaging saying
Excellent! Your Verizon 4G LTE Alarm.com module can be activated!
Let us know if you have any additional questions on signing up
Thank you!
I am being asked to perform a cellular test, but I have to enter the master code and I do not have one. I tried entering the defaults of 1234 and 4321 but they did not work. How can I work around this. Please and thank you!
A cellular communications test is required to connect the panel to service. This typically requires having either the Installer (default 4321) or Master User code.
If you do not have the code, you may want to reach out to the previous provider or homeowner to check.
Sometimes, rebooting the alarm panel can jumpstart communication. Try power cycling the system then letting us know once this has been done, we can check to see if communication began.
To power cycle the panel:
- From a disarmed state, unplug the power supply from the wall outlet. Then;
- Open the panel and disconnect the internal battery. Leave the system off for 2+ minutes.
- Then, power up battery first, then power supply.
Once rebooted let us know.
Ok I rebooted it
Unfortunately, I am not showing any successful communication from the system at this time.
Are you able to track down a code from the previous home owner or provider?
No, the previous homeowner is not able to be contacted.
I’m rather disappointed because needing to have the master code from the previous owner is honestly ridiculous and I wouldn’t have purchased a plan in the first place had I known this would be an impossible road block. This has to be a very common issue and I’m unsure as to how there can be no other work around possible
I tried using the Systems Manager to modify my subscription to perhaps just the video plan and I can’t even do that because I am rerouted to the Alarm.com login page in which I cannot login because the cellular connection is impossible. At this point none of you have been even remotely helpful and If I am not granted a refund on my purchase then I will have no other option than to dispute the charge with my bank. This is abhorrent and ridiculous.
Hello,
Happy to help!
We apologize for the inconvenience.
If the Default Codes are no longer working and you no longer have the option to get the Master Code, the last option is to do a Factory Reset. We would like to give a heads up that doing so will erase all the sensor programming and would require you to enroll them again from scratch.
If you would like to proceed, here’s a video instruction on how you can do a factory reset for your Panel Type: Simon XTi v1.7
How to Reset Installer Settings on a Simon XTi - YouTube
If ever you don’t like to proceed in doing a factory reset, please let us know and we will proceed with your cancellation of service request.
Thank you!
Hello,
As we haven’t received a response from you, we’ll move forward with your cancellation of service request and issue the applicable refund. Since we don’t make the equipment, we don’t have any control over the system that it needs either the master code or installer code for you to connect the panel to Alarm.com.
When you don’t have any of the codes, factory resetting is the only solution to connect it to Alarm.com. This is how Interlogix designed it and there is nothing that we or any other Alarm.com monitoring company can do to change it.
Thank you!