Security Systems & Digital Phones?

[Tinker41]

My parents bought a brand new home & had an alarm system installed. They had landline phones with Satellite TV & all was well except that their bill was so high. They received a special deal through Time Warner Cable to go all digital (cable, phones & internet). Ever since it has been installed the alarm system isn't working. We called the alarm company & they said that TWC isn't informing customers that they are not compatible  & to make it work my parents must now buy some kind of back up cell for $199 & an additional monthly charge of $8.95. I call TWC & they say they are compatible & the security system company is lying. I know someone is lying & my folks are completely frustrated as am I & don't know what to do now.
Anyone know anything about this?

CBO

[Old EW Tech]

Hi, welcome to the forum.

This is a known issue but I suspect that your parents will find little comfort in that fact.

From the TWC Website FAQ:

  " Q:  Will my monitored security system work with Digital Phone service?

    A:  Digital Phone will work with most monitored home security systems..."�

Most providers carry similar disclaimers (for some it took an Act of Congress) although not all are buried as deeply or that hard to find.  Believe it or not, some are honest enough to recommend that a POTS line be maintained for the alarm system.

The fact is that most alarm systems will work with digital phone service on some communications formats sometimes.  In my opinion, not an acceptable situation for monitoring of an alarm system.

Have you read this thread here on the forum?  "Broadband Monitoring"

Additionally, you could advise the alarm company that Time Warner Cable has expressed their willingness to be compliant with Contact-ID and that they have in-house test sites working on their network.  Perhaps the alarm company will reprogram the system for this communications format (provided it's supported by the system) and test it.