Hello. I ran a cellular test and it timed out. I have a Qolsys IQ panel 2 with the verizon radio. The radio is showing 3 bars so the signal is ok. When I run a dual path test wifi works. Can you please help me resolve the cellular issue?
Also I triggered an alarm yesterday, and also all hit the Police panic button today. How can I confirm those events reached the central station? If I hit the police button is the central station contacted right away or does it wait 30 seconds first? Would I have 2 way voice communication with the central station?
Records indicate your system is receiving poor signalling. You’ll want to verify a few things to ensure that your panel is getting the best possible signal:
-Installation point, main or higher floor, close to an outer wall (to achieve optimum signaling)
-Check to ensure that the external antenna on the panel is being properly utilized, it shouldn’t come unattached and should be run out the back of the panel. Should not be touching any metal or near any internal power wires (if mounted on the wall)
-Ensure that the panel is not located near any metal, which can diminish the signal.
Be sure to check these potential issues and relocate the panel if need be. You will still need to run a successful cell test as well, if you haven’t already.
Also I triggered an alarm yesterday, and also all hit the Police panic button today. How can I confirm those events reached the central station? If I hit the police button is the central station contacted right away or does it wait 30 seconds first?
Currently, your central station account is in test mode. While I can verify that those signals were indeed sent to our Central Station operators, they were not acted upon as this account has been placed on test. As far the panic alarm, on the IQ Panel 2, Dialer Delay is a global setting that affects panic.
Dialer Delay can be adjusted from between 15 and 45 seconds by navigating to Settings->Advanced Settings (enter Installer Code)->Installation-> Sirens and Alarms.
Were you ready to remove your account from test mode? If so please contact customerservice@suretyDIY.com with your Verbal Admin Password and when your would like your account taken off of test mode.
Would I have 2 way voice communication with the central station?
At the current time, 2-way voice is not currently available through the Qolsys IQ Panel 2 with Verizon LTE, however, Qolsys indicates that this will become available with a future firmware update.
While wall mounting the unit, the tiny rubber nub at the end of the cellular antenna cable came off. Not sure if that would effect signal quality. Is it possible to replace that cable with a longer/better one? My panel is wall mounted on a 1st floor pillar next to a large window. Not sure why the panel is showing 3 bars but reporting a bad signal.
You mentioned you can verify the signals were sent to your central station operators. Can you also verify if they were sent via cellular or IP, or both?
There are intermittent signal drops to 1 bar on the signal history, and 3 bars is a rarety, so you could have an intermittent issue. The plastic cap at the end shouldn’t have any effect, but if the antenna cable is pinched in the housing, or was caught and pulled during installation, you might have damage to the wire and may see signaling issues.
Can you pop open the panel and ensure that the antenna wire did not get caught or pinched when closing the panel casing before?
I’m not aware of a separate antenna available at this time. We’ll check with Qolsys to see if this is a plan or not.
How many cell tests did you run originally when you noticed one time-out? I do see a manual cell test on the day this is referring to. We also see the panic alarms in history. One was not disarmed before the delay and was forwarded to the CS.
We cannot see which of these were broadband vs cell from the basic history, however we can test your cell and broadband separately. A manual cell test requested earlier today went through, but currently a cell only ping request is not being acknowledged, so there does look to be an intermittent problem.
Do you use a cell network extender for that carrier by chance?
Is there a SIM card in these units with a Verizon or AT&T phone #? If so, then technically it makes the Surety customer a customer of the carrier and we could obtain free 4G LTE hotposts. I have two from T-Mobile in my house.
Machine to machine communication contracts are between Alarm.com and carriers and in general are not related to phone service. I don’t think this will work
Sorry for the late reply. The antenna isn’t pinched. I’m afraid the problem might be a power line that’s running in the column the panel is mounted on. I may have to move it.
Sorry for the late reply. The antenna isn’t pinched. I’m afraid the problem might be a power line that’s running in the column the panel is mounted on. I may have to move it.
That is possible. We see the signal ranging between very low and a solid signal, so you may have interference.
Relocating the panel is a good troubleshooting step for other possible environmental causes as well, so it would be good to try.
