Resetting the Eircom Phonewatch alarm

We have created an example of an invoice to explain some of the most common questions our customers ask us about their invoice and payment.

When is this invoice due?

The due date on your invoice can be found at the top of your invoice, to the right of your address details.

A full breakdown of your invoice can be found on the back of the invoice under the "Invoice Breakdown" section. If your invoice is for a recent installation or service appointment this will display any parts installed.

Have any payments been applied to the invoice so far?

You can see any payments applied to the invoice under the "Billing Summary" section of your invoice.

What does the invoice cover?

As part of your subscription you are covered for 24/7 monitoring on your home, 24/7 customer support, Lifetime Guarantee on your alarm system (*), Alarm maintenance via remote support or an on site visit, emergency break in repair cover. This can be found under the "Your Service" of your invoice.

* Excludes batteries

How can I pay the invoice?

If you already have a direct debit with us then payment will be taken upon your next direct debit date. We also accept card payments through a secure payment portal which is sent to you via SMS or email. Checks are also accepted as payment for invoices. You can find full details of payment options under the "Payment Method" section of your invoice.

Why are there two different VAT rates on my invoice?

Due to offering both monitoring and maintenance as part of our service different VAT rates apply. Monitoring service is charged at 23% VAT.

Maintenance service is charged at 13.5% VAT.

What is my contract period for this invoice?

Your contract end date is displayed in the top right section of the invoice.

Where can I find my account number on the invoice?

The account number the invoice relates to is located directly beneath your address.

How much is due on the invoice?

A summary of the total amount due can be found under the "Billing Summary" section of your invoice. This section will also highlight the VAT amount and any payment made towards the invoice already.

How does PhoneWatch Billing Work?

How is my account billed with PhoneWatch?

All customers will receive their renewal notification letter or email two weeks before the beginning of a new contract.

If you are a monthly paying direct debit customer your account will be billed on your chosen direct debit date. We offer payment dates of the 3approx, 15th and 25th of each month to suit your needs. This direct debit will continue for the duration of your contract.

If you are an annual paying direct debit customer your account will be billed on your chosen direct debit date in your renewal month. We offer payment dates of the 3approx, 15th and 25th of each month to suit your needs.

If you are an annual paying customer without a direct debit then we also accept card payments through a secure payment portal which is sent to you via SMS or email. Checks are also accepted as payment for invoices. Once the payment is received it covers you for the entire contract.

If you would like to set up a direct debit on your account please contact our customer support team on 1850 753 753.

What do I do if I want my alarm system serviced?

Our Customer Support team can carry out a full Diagnostic Test on your alarm system over the phone. This test will include checking the arming and disarming functionality on the alarm. Checking the signals from the alarm panel, and checking the alarm for any faults with sensors. If any faults are discovered that would require an on site visit our customer support team will arrange an appointment date with you over the phone.

I need to change my appointment date, what do I do?

To change your appointment date contact our customer support team on 1850 753 753.

I have an appointment booked, what time will my engineer arrive?

On the day you book the appointment you will receive an SMS to confirm the appointment date. The evening before your appointment you will receive a further SMS to notify you of the two hour window in which your engineer will arrive. Finally, on the day of the appointment the engineer will call you one hour before he is due to arrive.

How many service visits am I entitled to a year?

Our customer service department can carry out remote checks on your alarm system as often as you require. As part of your maintenance package you are also entitled to unlimited service visits should there be any faults on your system.

There is renovation work taking place in my home is there anything I need to do?

When you are renovating it is important that you contact PhoneWatch before you start the work. You can call us on 1850 753 753. We will advise you what the best course of action is. This may involve organizing an engineer visit to disassemble components.

Please note: If you disassemble components yourself, the product warranty does not apply. If you disassemble a component belonging to the alarm, an alarm is sent to the Alarm Receiving Center. If you are contacted by the Alarm Receiving Center, they will ask for your verification word.

I would like to know how to operate my alarm panel.
What is included as part of PhoneWatch monitoring?

- 24 hour / 365 days customer and technical support
- Instant visual confirmation of a break-in if your alarm has motion sensors with cameras installed.
- Smoke alarm monitoring - if your smoke alarm activates, through the use of motion sensors with cameras, we can visually verify if there is a fire and take the necessary action. Our always on monitored smoke detector means that even when your alarm isn’t set, your smoke sensor will notify us if there is a problem.
- Service and maintenance of your alarm
- A lifetime warranty of all system parts and labor *
- Emergency break-in repairs cover

* Excludes batteries, batteries are not included and must be paid for separately, cost of € 95 for 1-9 batteries and € 150 for anything over 9 batteries. PhoneWatch's policy is to replace all batteries when one goes as, in our experience, when one starts to go they may all go in a short space of time. We replace all batteries including your panel battery and then guarantee the batteries for 3 years so if one goes in this time frame we replace it free of charge. Contact our customer support team on 1850 753 753 if batteries are required.

When is my renewal payment due?

If the minimum term has expired and you have not entered into a further minimum term, either party may give 14 days written notice to the other party to terminate the contract. New customers can avail of a full refund on their new system within the first 14 days.

What are PhoneWatch contact details?

Customer support call: 1850 753 753
E-mail:[email protected]
Postal address:
PhoneWatch
Floors 3-5, block 1
Irish Life Center
Lower Abbey Street
Dublin 1

How can I get my customer account number?

Please email [email protected] with your name, address, phone number alongside the first and third characters of your verification word, stating you’d like to retrieve your account number word.

How can I add another account holder name to my account?

Please email [email protected] confirming your name, address, and account number, phone number alongside the first and third characters of your verification password. Please confirm your spouse’s name advising you would like to add them as a named account holder.

If I move house, can I bring the alarm system with me?

We 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 753 753 to speak to one of our experienced sales team.

Are you licensed by the PSA?

Yes, we are licensed by the Private Security Authority. Click here to view our license.

Can I avail of monitoring without maintenance?

We provide one level of service for all customers which includes monitoring and maintenance. Your monthly fee includes the maintenance of your alarm.

I want to change my keyholders, what do I need to do?

Please fill out the keyholder form, or email [email protected] confirming your name, address, account number stating the names and contact numbers you would like on your keyholder list in order. Remember you can have a minimum of 2 keyholders and a maximum of 4.

Please note, your keyholders should:

  • Be able to attend your premises within 30 minutes
  • Know your verification word
  • Have keys to gain access to your premises
How can I change my verification word?

Please email [email protected] confirming your name, address, account number and phone number. You will need to confirm your current verification password and the new verification word you would like on your account. This policy is to ensure only the account holder can change verification word.

I have forgotten my verification word, what do I need to do?

Please email [email protected] confirming your name, address, account number and phone number. Please attach a copy of your photo ID alongside any utility bill stating you would like to retrieve your verification word. This policy is to ensure only the account holder can have access to your verification word.

Why did the Alarm Receiving Center not contact me when my alarm activated?

When your alarm is activated you should receive a response from our Alarm Receiving Center via phone or SMS. If this does not happen, there may be various reasons why your alarm system does not get in contact with the Alarm Receiving Center. If this is the case please contact us via our webchat, Cara or phone us on 1850 753 753 where we will be happy to help you.

What is included as part of my Phonewatch monitoring?

what is included as part of my Phonewatch monitoring?

- 24 hour / 365 days customer and technical support
- Instant visual confirmation of a break-in if your alarm has motion sensors with cameras installed.
- Smoke alarm monitoring - if your smoke alarm activates, through the use of motion sensors with cameras, we can visually verify if there is a fire and take the necessary action. Our always on monitored smoke detector means that even when your alarm isn’t set, your smoke sensor will notify us if there is a problem.
- Service and maintenance of your alarm
- A lifetime warranty of all system parts and labor *
- Emergency break-in repairs cover

* Excludes batteries, batteries are not included and must be paid for separately, cost of € 95 for 1-9 batteries and € 150 for anything over 9 batteries. PhoneWatch's policy is to replace all batteries when one goes as, in our experience, when one starts to go they may all go in a short space of time. We replace all batteries including your panel battery and then guarantee the batteries for 3 years so if one goes in this time frame we replace it free of charge. Contact our customer support team on 1850 753 753 if batteries are required.

Is my alarm compatible with the PhoneWatch App?

Any system installed prior to 2014 are not compatible with the PhoneWatch App. Systems installed from 2014 onwards are compatible with the app.

Is my phone compatible with the PhoneWatch App?

IPhones and most smartphones (with the exception of Blackberry’s) can support the PhoneWatch App, however if the PhoneWatch App doesn’t seem to be compatible with your phone you can still log in using laptop or pc.

How do I set up the PhoneWatch App for my alarm system?

You will receive a welcome SMS or Email in advance of the engineer call out to set up your My Pages (App) account. Following the link in the SMS or Email you will be asked to confirm your mobile number and your customer number which is also found in the SMS or Email. Next you will be asked to confirm directions to your premises, to create a verification word which will be used in the event of an alarm activation and confirmation of 2-4 keyholders you would like on your account.

How do I set up the PhoneWatch App if I have not received an SMS / Email prior to the engineer call out?

Go to MyPages.

To register your personal account in My Pages, follow these simple steps:

  1. Enter your customer number and your telephone number. You will also need your email. Remember that the email should be the one you already indicated when you installed your system. If you do not know your customer number, you can find it on an invoice or request it from our Customer Service (1850 753 753).
  2. Create a password. You will then receive a validation email.
  3. Open the email and follow the instructions to validate your account.
Where do I get my activation code?

This code will be given on the day of installation by the engineer; you can also call into Customer support to retrieve it 1850 753 753.

When can I start using my PhoneWatch App?

You can use the PhoneWatch App 24 hours after you register your alarm on Mypages.

What can I do on the PhoneWatch App?

From your application you can:

  • Activate and deactivate your alarm system
    • Turn on and off your smart plugs and see their status at all times
    • See the temperature of your home
    • Add, modify and delete user codes, both permanent and 24 hours
    • Rename users
    • Contact the customer service in a single click
    • Update your keyholders, directions and verification words.
What do I do if I lost my password?

In order to reset your password you need to visit Mypages, where you click lost your password and enter in your email address, a reset link will then be sent to your email address.

Can I have more than one alarm on the PhoneWatch App?

Yes. Please login to mypages.phonewach.ieon a laptop, computer, iPad or tablet. Go into panels, add panel and enter the activation code which is a series of numbers and letters you would have gotten from the engineer for the alarm system you would like to add. After 24 hours the system you have added to the PhoneWatch app will work via the app.

Can more than one person have the PhoneWatch App on their phone?

Yes the PhoneWatch App can be installed on more than one device, However it will be the same login and password that will be used. Only one person can be logged in to the app at one given time.

What is the events tab on the PhoneWatch App?

The events option allows you to see the alarms history from when your alarm was armed or
disarmed using the code, keytag or PhoneWatch App.

How can I view the temperature of the sensors on my PhoneWatch App?

Your alarm system needs to be connected to broadband in order to view the temperature of your sensors. To check if your system is connected to broadband please call us on 1850 753 753

Do I need to be connected to Wi-Fi to use the PhoneWatch App?

You will need to have connection to Wi-Fi or 3G / 4G to use the PhoneWatch App.

How do I add another user to my app?

You can add an additional user or administrator to your app under the settings. In the settings on your app click 'App Users' and select whether you would like the person to be a user or an administrator on the app. Once you enter their name and mobile phone number they will receive a link via SMS which gives detailed instructions on how to set up their access.

What can an administrator do on the app?

They will have access to notification on the system. They will also be able to change the system name and add and remove other users.

What can users do on the app?

Users have access to arm and disarm the alarm using their own code which is set up by the main app user or an administrator.

Why do I pay for batteries when they are out of warranty?

Why do I pay for batteries when they are out of warranty?

Batteries are a consumable, and their lifetime depends on local conditions in your home. The replacement rate is therefore individual and is therefore charged individually. PhoneWatch provides a 3 year warranty from the last full battery change. Once this warranty is up and you have a low battery these are chargeable to replace. If you need to discuss replacing batteries in your alarm, please contact us on 1850 753 753 where we will be happy to help you.

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  • Floors 3-5, Block 1 Irish Life CentreLower Abbey StreetDublin 1