Alarm connects to Triple Zero instead of Response Centre
Each Safe Home Hub is designed to connect directly to Daktel’s 24/7 dual Grade A1 Monitoring Centres. However, if a connectivity issue occurs - such as poor mobile network coverage on the hub’s home network - the system may instead use any available coverage of another mobile network to connect to Triple Zero as a backup. This failover, known as Emergency “camp-on,” is a regulatory requirement that cannot be disabled or altered.
If the hub connects to Triple Zero, it's essential to understand that operators will not have direct knowledge of your system’s setup. However, through a government-run database they can access the registered service address and a dedicated phone number for Daktel’s Monitoring Centre to obtain further details (provided the equipment has not been relocated improperly). While Daktel makes every effort to ensure these details are correctly registered, we cannot guarantee if or how Triple Zero will use this information.
Consider the following troubleshooting steps to prevent failover calls to Triple Zero:
- Check the SIM Card
Ensure the base unit’s SIM card is inserted correctly and functioning. SIM cards should never be interchanged between hubs unless you have explicit written instructions from technical support specifying the correct SIM and hub serial number pairing. - Verify Signal Strength
Inspect the 4G LED indicator on the base unit. A solid light indicates mobile network coverage, while a flashing LED suggests inadequate signal strength. A solid light can also present if the base is on the edge of coverage, or intermittently, so this should be rechecked periodically at different times of the day.
Remember that mobile network coverage can fluctuate for many reasons, such as bad weather, congestion, and signal interference. For optimal coverage, hubs should be installed near a window or external wall, in elevated positions with minimal obstructions, and away from sources of electronic interference (such as microwaves, other cordless phone systems, Wi-Fi routers, and large metal objects). If problems persist, technical support may recommend an alternate mobile network.
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