FREQUENTLY ASKED QUESTIONS
For your convenience, we have included some of the most frequently asked questions we receive below. Should you have a question that’s not covered here, you are most welcome to contact us and we will assist your promptly and professionally.
What should I do in an emergency?
For immediate response, press your 24-hour assist button to alert us about your emergency or contact us on 021 975 1999.
On receiving your signal, the control room will establish the authenticity of the activation, identify the nature of the threat and relay the information to an armed response patrol officer or relevant emergency service. The armed response officer will act accordingly on arrival at the premises.
Can Pope Alarms take over the monitoring of an installed alarm?
Yes – we can easily link recognised alarm systems to our control room. Please contact us for more information.
What should I do if I have a technical problem with my alarm?
If you have already referred to your alarm’s technical guide without success, feel free to contact us.
Queries logged after hours are attended to on the next working day. We charge a call out fee for the first hour of labour. Additional charges apply for any further time spent on solving the problem and any parts required.
If you require same-day assistance but do not have a pre-scheduled appointment, you can request an after-hours service call, which will be charged for at an after-hours rate.
How can I check if my alarm is working properly?
We recommend that you thoroughly test your alarm system and panic buttons at least monthly to confirm that we receive your signal. Call us on 021 975 1999 to notify the operator prior to testing your alarm.
Be sure to test your alarm at least a month before you go on holiday to allow enough time to resolve any problems that may be detected.
Can you notify me if you don't receive my signal?
We will not be aware that your alarm is faulty unless you test it. Some of the reasons why we may not receive your alarm signal include if your radio transmitter fails or if your telephone line is faulty.
Should I notify you that I am going away on holiday?
We prefer that you inform us of your dates away from home, so we can contact you directly on your cellphone, rather than your land line, if a signal is received from your alarm.
How do you monitor my alarm?
There are many different ways to monitor an alarm, namely via telephone line, radio link, contact ID radio, GPRS technology and ADSL. We will discuss the options with you and give our recommendations.
Do I need to inform you about my dogs on my premises?
We prefer to keep on record whether you have any dogs and whether they are vicious.
Do your vehicles patrol my area?
Our armed response vehicles patrol various suburbs surrounding Cape Town. Please contact us for the most current list of areas.
Who are your clients?
We have both residential and business clients, including clients in security estates.
How do I update my details?
Please inform us of all key holder or personal details in writing. Please send your communication via:
Click here to email us.
Fax: 021 975 2477
Post: Client Services
PO Box 1333
We will send you written confirmation that your details have been updated.