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Frequently Asked Questions
Due to the custom nature of our business, many problems that occur are also very custom. However, other problems can arise that are a simple matter of maintenance or adjustment.
Q. How much does it cost to meet with you and get a proposal from you?
Q. When should we meet to discuss work to be done?
Q. I have always wanted a vacuum/security/stereo/automation/etc system in my home, but my home is already built. Can I still get it?
Q. How do I know that it is safe to open my home to any of your employees?
Q. I have low suction. What is wrong?
Q. I have lost suction. Is there a clog in my walls?
Q. Lately my inlet covers aren't closing on their own and I have to push them down. Do I need to replace them?
Q. My electric powerhead isn't working. Can I just bring it to you for repair?
Q. The radio on my intercom turns on by itself. Is there something wrong?
Q. I am thinking about getting a security system. What kind of monitoring do you offer?
Q. I am considering getting an Internet Telephone service (VoIP). Will my security monitoring still work?
Q. I have forgotten my verbal passcode for the monitoring central station. Can I call and get it from you?
Q. I have forgotten my arm/disarm code for my security system. Can I call and get it from you?
Q. I have a situation in which I need to change my code. Can I do that?
Q. Some of my keyholder information is outdated on my monitoring contract. How do I change it?
Q. My system is telling me it has a low battery. What should I do?
Q. My smoke detectors are beeping. What do I do?
Q. I don't have any phone service coming into my house. Should I call you or my phone company?
Q. I have an OnQ system and there was an electrical storm recently. Now my phones do not work. What do I do?
Q. How much does it cost to meet with you and get a proposal from you?
A. Nothing. We have no refundable or non-refundable fees that we ask of you for an upfront meeting. We will happily meet with you at any time during your planning process and offer you a proposal based on that meeting. Later, when it comes time to do the work, we will meet with you on site to layout and finalize the systems. Until it comes time for the final proposal (see "When should we meet...?"), we will not charge you for any part of the job.
Q. When should we meet to discuss work to be done?
A. Of course, the best time to plan is always "right now," and as early in the process we can get started, the better we can design your systems. We ask for at least two to three weeks notice for any new job. This gives us enough time to meet with you, get your jobsite marked out, and get you scheduled. Throughout most of the year, we have a two week long schedule backlog.
Q. I have always wanted a vacuum/security/stereo/automation/etc system in my home, but my home is already built. Can I still get it?
A. For as long as we have been installing systems in new construction homes, we have been retrofitting systems in older homes. We have a staff of technicians that can install "almost any wire in almost any wall." We can even retrofit central vacuum systems. And most times...when we leave it looks like it was built in originally.
Q. How do I know that it is safe to open my home to any of your employees?
A. All our employees (even those that do not install security systems) are approved by the NC State Bureau of Investigation, including background checks and fingerprinting. All employees of Wiley Systems carry a card issued by the NC Private Protective Services showing their name and picture.
Q. I have low suction. What is wrong?
A. The first thing you should check is if all the other inlets in the house are completely closed. Then see if there are any holes in your hose. Lastly, check to make sure the system is cleaned out properly.
With a single unit vacuum system (one piece), first drop the canister and empty it. Then, without putting the canister back in place, wrap a garbage bag around the base and push into the bottom of the vacuum (through the bag) a toilet bowl brush. Wave the brush around the inside across the metal mesh screen on the inside. When you remove the brush and the bag, you will have just cleaned the lint screen (something that should be getting done every couple of months) and your suction should be back to normal. If it isn't, you should contact us to set an appointment.
With a double unit design (motor and canister separate), first drop the canister and empty it. Then lift the lid on top of the canister and clean the lint screen (something that should be getting done every couple of months) and your suction should be back to normal. If it isn't, you should contact us to set an appointment.
Q. I have lost suction. Is there a clog in my walls?
A. Probably not. First you should check to make sure that there are no other
hoses plugged in or inlet valves open in your home. Then you should make sure
that your canister is empty and your lint screen is not clogged. Next you need
to determine if there is no suction at all your inlets. If you go to any inlet valve
and open it up, you'll notice two small brass "beads" on the inside
edge. Take a quarter (my favorite vacuum test tool) to each inlet in your home
and connect it across those two beads. When you do this, the vacuum motor will
turn on and you should feel suction on your fingers. Be sure to also test the
inlet on the machine if there is one.
If you DO feel suction at all the inlets, but
did NOT feel it when you were vacuuming, then the clog is in your hose. Sometimes
this can be fixed by squeezing down the length of the hose (carefully, it may
be a sharp object) to loosen the clog, then just plug in and turn the vacuum
on as normal. If it worked, you'll hear (and feel) the clog come loose and should
regain your suction.
If you DO NOT feel suction at any or all of the
inlets in the house or if the suction is very light, then before you call us
to look at it, try this. Plug your hose into an inlet on
the far end of the house from the machine location and turn it on. Walk around and snap the inlet covers by quickly "popping"
open the cover with your fingertips and letting it "pop" shut immediately.
This creates a plunger-like effect and shakes your pipes slightly. Try this
at several inlets starting at the motor and working your way through the house.
If none of this works for you, contact us for a service call.
Q. Lately my inlet covers aren't closing on their own and I have to push them down. Do I need to replace them?
A. No. Over years of your home settling or the valves being taken off the wall for painting, sometimes the inlets will start to show a little of this. To fix it, open the inlet cover and loosen the screws with a Philips screwdriver. It will only require a quarter turn or less usually, but the results will be dramatic.
Q. My electric powerhead isn't working. Can I just bring it to you for repair?
A. While we can repair most faulty powerheads, you should always make sure you bring BOTH your hose and your powerhead to us. Many times, people bring just one or the other only to find out that the part works fine in our office.
If possible, try and give us a call at (919) 460-9900 to let us know if you are bringing something in to be repaired. That way we can try to make sure that someone is in the office that can try to assess the problem immediately.
Q. The radio on my intercom turns on by itself. Is there something wrong?
A. If you have an M&S intercom system, everything is working right. Your intercom has what's known as as an Auto On feature. This is supposed to be used as a sort of whole-house alarm clock or sleep timer. If you look in the window and see the word "Auto" on the screen, press the Auto button and the radio will stop acting on its own. For more information, see the Intercom section on the Downloads page.
Q. I am thinking about getting a security system. What kind of monitoring do you offer?
A. The optional kind. We have no long term contracts with ANY of our customers. We offer quarterly and annual payment options, but the service can be terminated at any time with 30 days notice.
We have standard "over-the-phone" monitoring, but can also offer an array of other services. Our cellular backup service protects you in the case of a cut or dead phone line. Two-way monitoring gives the monitoring agent ears in your home so that an emergency can be verified with a greater accuracy. And our Plus version of monitoring gives you superior service for the years ahead as your equipment begins to age and need repairs.
Call for the latest pricing.
Q. I am considering getting an Internet Telephone service (VoIP). Will my security monitoring still work?
A. Both the monitoring stations and the VoIP services are claiming no responsibility for the signals that travel from your security system to the monitoring station. Not only might the signals not make it, but when they get there, they may be too garbled to read. What's worse, the security industry as a whole is coming to find out that even if it works today, it may not work tomorrow due to software changes that the VoIP companies must occasionally perform. This provides a false sense of security for you, should you decide you want to try it anyway. Of course, there is also the potential for a power failure (such as a lightning strike) at the exact moment that your security system needs to dial out (such as to report a fire from a lightning strike), and a power failure means no phone service.
There are solutions. Many people have kept the system running with VoIP. We can set your system to test itself occasionally, but it does not check often and should be verified by you. We can set up your system to dial out via a cellular device. Finally, you can keep a "bare bones" phone line in the home just for security. This last option is by far the best. Bellsouth was quoting a Basic Service phone line for $16.75 in early 2006.
Anytime you make any change to your phone
service, you should have a security technician come to your home to verify that the wiring to your security system is properly done. Call to speak with someone in the office about your options and the costs involved.
Q. I have forgotten my verbal passcode for the monitoring central station. Can I call and get it from you?
A. It isn't quite that easy, but yes. You'll have to call us and get the proper forms filled out first. If you are in the midst of a security alarm, simply disarm the system and wait for the police.
Q. I have forgotten my arm/disarm code for my security system. Can I call and get it from you?
A. As long as your system is currently disarmed and you can prove to us who you are, the answer is yes. We usually have ways of dialing into your panel and getting your code for you.
Q. I have a situation in which I need to change my code. Can I do that?
A. A lot of people have a need to change a code. Maybe you just had to fire a domestic worker, maybe you just kicked someone out of the house, or maybe the neighborhood kid that used to watch your pets just got in trouble with the law. Do not panic.
If you have a Napco Gemini security system, try the instructions in the "Quick Reference Guide" in the Security section on the Downloads page. If not, we may be able to help you by dialing into your panel from our office.
***NOTE: if you believe yourself to be in danger of physical harm, call the police and/or leave your home. Do NOT rely on our emergency number alone.
Q. Some of my keyholder information is outdated on my monitoring contract. How do I change it?
A. Easy. Just download and print the "Security Central Subscriber Data Change Form" from our Downloads page. After you have completed it, just fax, mail, or email it to us at your convenience, and we will make the changes from that.
Q. My system is telling me it has a low battery. What should I do?
A. Just like with any rechargable battery, your security systems's battery will only last a few years before it will begin to lose its charge. Fortunately, replacement is simple. Open your security panel (the box hidden away in a closet or storage area) and unplug the battery from the wires attached to the terminals. Bring the battery into our office or to your favorite "battery supercenter" to get a replacement for it. When you get it home, just plug it back in and you are done.
***NOTE: Be absolutely CERTAIN that you are plugging the red wire to the red terminal and black wire to black terminal. Missing this can damage the system. It's easy to do...we're professionals and have all done it once.
Q. My smoke detectors are beeping. What do I do?
A. We don't know. Our smoke detectors do not make any noise by themselves, so if you are faced with one that is, it came from your electrician.
Now, if your alarm is going off and your keypad is showing fire trouble, then we can help. Contact us for service immediately.
Structured Wiring (including phones and TV's)
Q. I don't have any phone service coming into my house. Should I call you or my phone company?
A. There is a simple way to tell. You'll need five minutes, a straight head screwdriver, and a plain old telephone with a phone cord and no electric (a "princess" phone). Go to your phone box on the side of your house (the one that the phone company installed) and use your screwdriver to open the box. You should be able to unplug your home and plug in your phone.
If you DO receive a dial tone, it means that there is something wrong inside your home. That's our territory and you should call us or email service to get a technician out to see you. Replace the box to the way it was before.
If you DO NOT receive a dial tone, your phone company will be able to fix your problem. When you call them for service, be sure to let them know that you tried this so they know the problem is outside. When you are done, you should replace everything the way you found it, because there is no certainty that the phone company will check it before they leave.
Q. I have an OnQ system and there was an electrical storm recently. Now my phones do not work. What do I do?
A. On the main phone panel inside the system, you will see a large device (2" square) labeled "Telecom Surge Protector." The purpose is to prevent a surge from going into the home and damaging phones and modems. Your phones probably do not work because your surge protector did its job. If you simply unplug this device, your phones will be working again.
However, once the surge protector has been unplugged, you are now unprotected from the next potential surge. You should contact us as soon as convenient to purchase another.
Wiley Systems ©2005