Some Security FAQs
Frequently Asked Questions
Do I need to have a landline phone to have an alarm installed?
No, all of the systems we currently offer/install are compatible with cellular back-up. Call us to find out if your existing security system is compatible!
Is the system customizable to my needs?
Absolutely! Whether you live in a condo, townhome or single family home, we will give you a free comprehensive review of your home security needs.
Is the interactive feature user friendly?
Yes! When your system is installed, our installer will review the website/application with you. Should you ever have a question, do not hesitate to contact the office for help!
Is wireless really wireless?
The short answer is it depends. Wireless devices such as window, door, motion sensors, etc. are completely wireless. They rely on an internal battery to power on and communicate with the panel. Traditional wireless security systems are not 100% wireless. The keypad for this solution actually acts as the panel and keypad (all in one). This device is the only device that would actually need a physical wired electrical connection to it.
How do I cancel a dispatch?
Call 1-800-522-5124 or 301-570-0700 ext. 1 to cancel a dispatch 24/7.
How do I stop my system from beeping?
For most systems, press the asterisk (*) button, disarm, enter your code, disarm, enter your code and lastly, one more asterisk (*). If that did not resolve the issue, please contact the office and we will be happy to assist you.
What happens if my alarm goes off?
If your alarm is triggered, a loud siren will be set off. If you are aware of what caused the alarm to sound (and it is not an emergency) disarm the alarm and proactively contact the central station to cancel dispatch.
If you are uncertain as to what triggered the alarm, DO NOT disarm the alarm. Make contact with the central station (either by proactively contacting or waiting for them to call). Our central station will stay on the phone with you until either you verify what triggered the alarm or until emergency services arrive.
What happens if your fire alarm activates (and there is no fire/emergency)?
Start by trying to fan the smoke alarm with a towel to clear the smoke/dust/fumes which will stop the alarm from sounding. Some counties require the fire department to dispatch immediately before calling the premise. Once the fire truck is in route, the dispatch cannot be cancelled. It is always good practice to immediately call and cancel a dispatch if you do not need emergency assistance.
What happens if I lose power to my house?
If you lose power, you are still protected! Your system will continue to operate on the systems battery back-up installed inside your control panel. After power has been restored to your home or business, you will need to reset the keypad to stop the beeping. Please refer to FAQ number 6 for further instruction.
I am getting a low battery message on my keypad, what should I do?
This message is an alert letting you know to replace the backup battery in the control panel/keypad. Replacing the battery in the panel/keypad is something that most homeowners can do themselves. We can ship a battery directly to your home/office. The cost of a battery varies depending on your system type. Once the battery arrives, installation is fairly easy. If you need assistance, our on-call technician will be happy to assist you over the phone.
I am having work done on my house, what should I do?
To avoid incurring false alarm fees you can contact our office at 1-800-522-5124 or 301-570-0700 and press 1 for our Monitoring Station. You can have your account placed on test during this time which will prevent false dispatches to your home.
I am going on vacation; do I need to do anything with my system before I leave?
No. Unless you want to make changes to your call list, you do not need to do anything other than enjoy your time away and take comfort that your home is protected!
How do I update my call list?
You can update your call list two different ways; call the office at 301-570-0700 ext. 0 and one of our office staff can assist you; or you may send an email to firstname.lastname@example.org.
(Please note- changes are made during our normal business hours; 8am – 4:30pm Monday thru Friday).
My touchscreen keypad is acting up, what should I do?
Like any other touchscreen device, proper and regular cleaning of the screen will ensure proper operation for years to come. Never use harsh chemicals on any touchscreen device. A damp cloth with a light non-abrasive soap will do the trick.
Should I test my system?
Yes (and often)! Call the office for details on how to test your specific alarm to ensure proper operation.
Why am I being taxed on monitoring?
Please refer to the below link for Maryland tax regulation:
Please refer to the below link for Washington, DC tax regulation:
I need to make a payment, what are my options?
1) You can make a payment using your PayPal account through the “Pay Now” button on the bottom right hand corner of this page. All payments are securely processed via PayPal’s SSL certified website.
2) You can call the office at 301-570-0700 ext. 4 and make a secure payment over the phone.
3) You can mail a check to Ultra Guard Security Systems, P.O. Box 5598, Derwood, MD 20855
Still having an issue with your system?
If you are an existing Ultra Guard customer and are still experiencing technical difficulties, please call our office during normal business hours Monday thru Friday or call the on-call technician at 301-570-0700 x 2.
Not an Ultra Guard customer and are having issues with an existing system, call anytime to speak with a sales associate for help.