FAQs
I have an eircom PhoneWatch alarm system installed and I have question about....
To change your keyholders or verification word, you will need to send this in writing by email/fax/post for the attention of the administration department. You must include the 1st and 3rd character of your existing verification word when changing by writing.
For further information on this call us on: 1850 753 753
Email: keyholder@phonewatch.ie
Fax: 01 2958199
Postal address:
eircom PhoneWatch
Unit 3/4, Sandyford Park
Burton Hall Road
Sandyford Industrial Estate
Dublin 18
If you have forgotten your verification word, you will need to:
- You can check with your keyholders what the verification word is.
- If you have an idea of what the verification word is (might be a familiar password you picked when you set up the account) call 1850 753 753 and we can verify if it is correct one.
- Post in a copy of valid Photo ID (passport or drivers licence) along with a utility bill for the address where the alarm is installed and we will call you within 24 hours of receiving same at the number we already have listed on the account.
- Or you can call inot reception with Photo ID and we will issue you the verification word.
Office Address:
eircom PhoneWatch
Unit 3/4, Sandyford Park
Burton Hall Road
Sandyford Industrial Estate
Dublin 18
Call the Customer Support department on 1850 753 753 and they will be able to give you any help you need.Please have your verification word ready when calling.
We do offer the facility of de-installing and reinstalling wirefree systems into your new home. However we do advise that you leave your alarm system in your old home as we offer a special previous customer discount to existing customers interested in installing an alarm system into their new home. If you need any more information on this call us on 1850 500 900.
Alarm systems, products and services
What is the difference between all the sensors and detectors and how do I know what is right for my home?
We offer a wide range of equipment designed to detect motion or contact, suitable for doors, windows, house extensions. We also offer smoke detectors and a number of other security enhancements. Find out more about our equipment and what it can do for you.
We offer a wide range of equipment designed to detect motion or contact, suitable for doors, windows, house extensions. We also offer smoke detectors and a number of other security enhancements. Find out more about our equipment and what it can do for you.
We offer the most comprehensive and flexible alarm systems to suit any size home or budget. Find out more about our range of products and services and choose the best security solution for you. Apply for a quote or call us on 1850 500 900
How do I get an alarm system?
Apply for a quote call us on 1850 500 900.
I have a pet and I am afraid it will set off the alarm if I buy one but at the same time I would like to have my house alarmed. Do you have an alarm system that will suit me?
False alarms triggered by pets are caused mainly due to the pet passing the motion detector. We can recommend special pet lense motion detectors which can prevent false alarms. Call us on 1850 500 900 to find out more.
Can you alarm my garage as well as my house?
We can provide protection for your garage by installing sensors suitable for up and over doors. This is dependent on a number of factors: whether the garage is attached or detached from the main house or whether the garage has already been prewired for an alarm.
If I move house can the alarm system be moved to my new home?
We do offer the facility of de-installing and reinstalling a system into your new home. However we do advise that you leave your alarm system in your old home as we offer a number of discounts to existing customers interested in installing an alarm system into their new home. Just call 1850 500 900 to speak to one of our agents.
What is remote access?
Remote access technology - available with all wirefree, landline systems - allows you to control your alarm system while you’re away from home – even when you’re thousands of miles away. A simple phone call from your mobile or any touch tone phone anywhere in the world will allow you to operate your alarm system as if you were back at home. Find out more about other security enhancements by visiting our virtual home.
What is a key fob?
A key fob key ring - with integrated panic button - allows you to switch off your alarm system from the outside without having to punch in your alarm code.
Do you have any suitable alarm systems for the elderly or people living alone?
Our Medi-System medical pendant is designed especially for those who want the independence of living alone with the added protection of 24 hour alarm monitoring.
Is your Medi-System grant aided?
Grant scheme details, application forms and further information, including a list of organisations and groups - funded under the 2005 scheme of Community Support for Older People - are available from the Department of Community, Rural and Gaeltacht Affairs. Visit their website at www.pobail.ie or contact them at Voluntary and Community Supports, Department of Community, Rural and Gaeltacht Affairs, Dun Amhirgin, 43/40 Mespil Rd, Dublin 4.
Yes, we have a network of engineers located throughout the country.
How long does it take to get installed?
The length of time it takes to install an intruder alarm system depends firstly on the type of alarm system being installed and the size of the house where the system is being installed. Generally alarm systems can take only a day to install.
Do you have a helpline if something goes wrong with the alarm system?
Our Customer Support department is open Monday-Friday 8am-6pm. Just call 1850 753 753 to speak to one of our skilled agents. Emergency service is available outside of these times.
How does alarm monitoring work?
We can monitor your system through your landline or cellular network. Once your alarm has been activated, your system will send a signal out from the main control panel to our 24 hour Monitoring Control Centre. When the signal is received, we will verify that the alarm is genuine before notifying your keyholders and An Garda Síochána. Find out more about alarm monitoring.
What kind of a relationship do you have with An Garda Síochána?
Since the company was set up in 1991, we have built a very strong relationship with An Garda Síochána. We understand that their time is very precious and therefore work in line with their alarm response procedures in order to prevent the dispatch of false alarms. View Garda Policy on Monitored Intruder Alarms.
I don’t have a landline but I would like to connect to 24 hour alarm monitoring. Is this possible?
Yes we offer a cellular alarm monitoring service which offers the same service as landline alarm monitoring – through the cellular network. Find out more how alarm monitoring works.
If my phone service is with another company can I still have PhoneWatch?
Yes, we can connect you to our 24 hour monitoring through any landline or cellular network. Find out how to connect to alarm monitoring.
I have a VoIP phone service, can the system be monitored through this line?
We do not monitor through VoIP but if you have a VoIP phone service you can have your alarm monitored through our cellular network products.
What is the difference between a verified and non verified alarm?
A verified alarm is a system which has been installed according to the standards of the new Garda Alarm Policy for Monitored Intruder Alarms. Read the full policy on http://www.garda.ie/othdocs.html
I already have an alarm system in my home, can you monitor this existing alarm?
Yes, we can connect you to our 24 hour alarm monitoring service by following a few simple steps – even if your system is not a PhoneWatch alarm. Find out more about how to connect to 24 hour alarm monitoring and complete your details online.
How many keyholders do I need to have?
You will need a minimum of two and a maximum of four keyholders. Landline and mobile numbers can each be included as separate keyholders and you can include yourself as a keyholder on a mobile or work number.
Does broadband affect my PhoneWatch monitored system?
If you have broadband installed our engineer can fit a broadband splitter at the same time as your alarm is being installed. If your broadband connection is wirefree or cable, then a splitter will not be needed.
How much does an alarm system cost?
All households are different and everybody’s safety needs will vary. Apply for a quote or call us on 1850 500 900 to find out about our special offers and discuss the best security solution for you.
How do I get a quotation?
You can apply for a quote or call us on 1850 500 900.
How can I pay for my new system?
€ 200 deposit may be paid by phone, online (laser/credit card) or by post (cheque/bank draft prior to installation). Full balance can be paid by phone or online, prior to installation, or to the engineer on the day of installation.
You may pay for the full year’s alarm monitoring at the same time as you pay for the installation of your alarm system. Or we can set you up with a monthly direct debit to spread the cost of your alarm monitoring throughout the year, at no extra charge.
Alternatively we can arrange finance with one of our approved financial institutions – subject to lending firms’ terms and conditions.
Place an order online
What does my initial payment include?
Your initial payment includes the installation of your alarm system plus your first year connection to our Monitoring Control Centre. It also includes three months free alarm monitoring and the first year warranty for your system as well as:
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access to a team of skilled engineers nationwide to deal with routine or emergency calls
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24 hour alarm monitoring connection to our state of the art Monitoring Control Centre manned by our trained PhoneWatch staff
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two routine inspections
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12 month warranty on all systems
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access to our team of skilled Customer Support agents to deal with any query you may have on your alarm system
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extensive range of quick guides, faqs and information packs to ensure you get the most out of your alarm system
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automatic membership of our loyalty programme, benefits, after you renew your first year’s contract.
Do I get a discount on my home insurance if I have a PhoneWatch system in my home?
In the majority of cases you will receive a home insurance discount if you have a PhoneWatch alarm system in your home with an even further discount if you have a monitored PhoneWatch system. Some insurance companies offer reductions in your premium of up to 25%. Contact your broker for more details.
We have a no quibble, 30 day money back guarantee. Should you want your alarm system removed from your home, we will de-install the system immediately, provided it is within 30 days from the date of installation.
What are your guarantees and warranties?
There is a one year guarantee with all our intruder alarm system which covers all parts and free battery replacement.
What are your sales terms and conditions?
Read or download our website terms and conditions, sales terms and conditions, monitoring terms and conditions.
Are you licensed by the PSA?
Yes, we are licensed by the Private Security Authority.
Why should I choose PhoneWatch over any other alarm company? What is so special about a PhoneWatch alarm system?
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Our systems are tailored to suit your individual security needs.
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We sell, install and monitor your alarm system giving you complete service from start to finish.
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3 months free alarm monitoring following installation – as part of a 12 month contract.
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We ensure that your home or business is secure 24 hours a day 365 days a year with our round the clock monitoring service.
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We provide 24 hour alarm monitoring so should your alarm be activated we will immediately contact your nominated keyholders and/or the relevant emergency services.
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Our alarm systems are quick and easy to install and there is little or no disruption to your household. In most instances installation can be completed in one day or less.
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Our systems are produced with the most advanced technology in the industry. They are feature rich so that you are getting more from your alarm system.
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We can protect you from burglary, fire and personal attack.
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Additional functions including scheduling lights to turn on /off at different times and remote management of your security.
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We offer you a wide range of security solutions to suit your needs and your budget. Find out more about what the best security solution is for you.
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Competitive pricing.
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Access to 24 hour customer support.
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Apply for a quote or call us on 1850 500 900.
Is the camera shatter proof?
The camera is robust and vandal resistant, but it is not shatter proof
Is the picture digital or Analogue?
The picture is analogue. However, the camera, like most cameras on the market, has a digital processor i.e. the pictures are stored on the digital video recorder as digital images. .
What size is the digital video recorder (DVR) and camera?
• DVR – 81mm * 362mm * 338mm / 3.25” * 14.5” * 13.5”
• Camera – 127mm * 100mm / 5” * 4”
Is there a warranty with the camera/DVR?
Yes, there is a 12 month warranty on all equipment installed.
If the issue is not covered under warranty, how much will a call out cost?
If the issue is not covered under warranty, there will be a call out charge of €90.00 and a charge of €45.00 for each half hour after that.
What angle is the camera set to?
The cameras are adjustable and have 3 settings. They can be set to one of the following:
• wide angle
• short range view
• narrow focus on a more distant target
The engineer will assess your requirements on the day of installation and recommend the most appropriate settings for each camera to meet your needs.
• wide angle
• short range view
• narrow focus on a more distant target
The engineer will assess your requirements on the day of installation and recommend the most appropriate settings for each camera to meet your needs.
Can the DVR be located in a different room than the monitor?
No, the DVR will be located beside the monitor.
What is the range in daylight?
The camera can provide good ID verification in daylight to a range of 20 metres.
What is the infra red range?
The infra red range is 15-20 metres.
Are all cables leading to each camera run in conduit?
The cable run from the cameras through the attic space will not be fitted in conduit, however any internal cable run to the DVR will, where possible be, be run in conduit.
Can I avail of a maintenance contract for the camera/DVR/Monitor equipment?
There is no maintenance contract available for the equipment, at present. However service and maintenance visits can be arranged if required. The respective charge will reflect time spent and parts required.
Can the cameras be mounted internally and externally?
The cameras can be mounted externally and internally. The positioning can be discussed and agreed with the engineer on the day.
Is the wiring surface mounted?
Yes, but most of the wiring is in the attic. If wiring is required elsewhere, a trunking system will be used.
How long does the installation take?
Installation time varies depending on the job. Installation would take approximately half a day to a full day for a 3-4 bedroom home.
How long will the cameras record for before over-writing?
This will depend on the image quality you record at, and also on the number of cameras fitted. At an acceptable quality, the system will record for 21 days.
Does the camera record in colour by day & by night?
The cameras record in colour by day and by night with the assistance of external lighting. It records in black & white if the night is pitch dark.
Can I supply my own monitor i.e. Have it wired to my existing PC monitor?
No, eircom PhoneWatch supply a 17” monitoring with the camera pack. We will not connect to any existing monitors in your home.
Can the camera be monitored by PhoneWatch?
Not at present.
Can I view live camera feeds over the internet?
Yes, there is a programmable feature on the DVR which will allow you to view live camera feeds over the internet. You will need to set up a fixed IP address with your service provider. This is not a service that eircom PhoneWatch provides, however instruction on how to set up this feature are available on the instruction leaflet provided on the day of installation.
Where do I get a fixed IP address?
Where do I get a fixed IP address?
You would get this from your internet service provider.
Do I need broadband to access my cameras over the internet?
Yes, you would need broadband to access the cameras over the internet.
Can I have a camera located at my gate/or driveway which is some distance from house?
Yes, we have a long range camera available, specifically designed for the purpose of viewing long distances. We would need to conduct an on site survey to assess your requirements and costs associated with the work to be carried out.
Will my cameras work in the dark?
Our infra red camera’s do operate in the dark however the quality of the images is dependent on the level of lighting on the viewed area. We recommend that adequate lighting be installed to ensure the best possible image quality.