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Homelife Support

Learn how to protect, connect, and relax with support for your Homelife service. From arming and disarming your alarm, to managing your portal, Cox Homelife Support helps you with troubleshooting and step-by-step solutions.

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Cox Homelife Regulatory Information

Last Updated: Tue, 01 Nov 2016 > Related Articles

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Summary

Learn about your responsibilities as a Cox Homelife alarm user.

Solution

The user responsibilities and regulatory information for Cox Homelife customers are outlined below, simply click on the specific topic.

Alarm User Responsibilities

Review your city's Alarm Ordinance for information specific to your locality for the following issues:

  • Locating your city ordinance.
  • Requirements for registering for an Alarm Permit.

    Note: Cox asks that you apply within seven days of system activation; however, your city may require the permit prior to install.

  • Alarm permit fee
  • The necessary information for the alarm permit application:
    • Name
    • Address
    • Telephone numbers
    • Additionally, you may be asked for information pertaining to the alarm service company and / or alarm monitoring company. Refer to the Cox Homelife Ordinances and Permit Documents for our company information specific to your location.
  • Alarm system inspection 
  • Authorized user responsibilities
  • Keeping a copy of the alarm permit on the premises.

 

Cox Homelife Alarm Agents

Licensed Installers

  • All Cox Homelife alarm agents (the individuals responsible for installing, servicing, and maintaining Cox Homelife systems) are registered as alarm agents.
  • If your town or city has an alarm business ordinance, all mandatory licensing of the alarm business and its alarm agents is explained therein.
  • The public can check on the status of an alarm agent license by going to the state or local jurisdiction licensing agency web sites. Alarm agents may carry additional badges if licensed in other jurisdictions.

Background Checks
 

All Cox employees, including technicians, are extensively screened prior to employment. Alarm agents go through additional background checks when applying for their alarm agent licenses and may be subject to further background checks as mandated by the towns or cities they serve.

Licensed Installer Qualifications

Many state Individual licenses require that employees have a certain amount of experience, training, and responsibilities. One or more of the following items listed below may be required.

  • Unable to contract services as an independent contractor.
  • Meet all certification, continuing education, training, and testing requirements in a timely manner prior to and after licensing.
  • Notify the appropriate state agency of any of the following items:
    • Change in the home address
    • Separation from an employer or change in employer
    • Conviction for a felony or entry of a plea of guilty or nolo contendere to a felony charge.

 

General Alarm Questions

Is Cox Homelife my primary Fire Alarm?

No, Cox Homelife is not a primary fire alarm. The following is set out in your customer agreement:
“.. if Cox installs smoke or heat detector/alarms in your premises. Cox has informed me that the installation of smoke or heat detectors and/or smoke or heat alarms in my residence is intended as a secondary detection source for smoke and fire events and that the installation is not intended to satisfy compliance requirements with local fire codes or other applicable residential codes. I agree to assume any risk of loss associated with this installation and the requirements under all applicable local fire codes.”

Can I obtain alarm service for my business that I run out of my home?

No. As stated in the Service Agreement Section 1. Scope of Agreement: This Agreement is for the installation of a residential alarm system in your home as set forth on the first page of this Agreement, or in the System Proposal which is incorporated herein by reference (“System”), and for alarm monitoring and other services (“Services”).

Who is required to be present at the time of installation?

The alarm subscriber is highly encouraged to be present at the time of installation as they are the party responsible for training others in the home about the operation of the system and the importance of avoiding false alarms. If the subscriber’s municipality requires the subscriber to obtain an alarm permit, the permit application may require the subscriber to initial the other documents before the installer departs in acknowledgement of several points such as the items listed below.

  1. Did alarm business provide an owner’s manual and sufficient training on the operation of this alarm system?
  2. Did alarm business inform you that you must obtain an alarm permit with XX days?
  3. Did alarm business stress the importance of preventing false alarms?

Can pets trip the motion sensor on alarms?

Yes. If you have a pet, Cox Homelife can set the unit to allow for a pet alley. This is an area along the floor that will not activate the detector.

What happens if the subscriber moves to a new residence?

The Cox Homelife system may be moved to a new location within the Cox Homelife serviceable area as long as High Speed Internet is available.

  1. Upon request, Cox Homelife will uninstall the system for $99.
  2. The subscriber may opt to uninstall the system themselves and must notify Cox Homelife first so that the service can be properly deactivated. Once deactivated, the Touchscreen will display a message stating that the service is no longer active. Only then can the subscriber uninstall and move the system. (Unplugging / uninstalling the equipment without notice to Cox Homelife may result in damaged units, false alarms, and related fines.)
  3. Cox Homelife will reinstall the system at no charge if the customer signs a new price lock agreement. Subscribers who renew their Cox Homelife contract will get a 20% discount to use toward system upgrades (additional cameras, sensor, etc.).
  4. Cox Homelife will charge $149 to reinstall the system if the customer declines a new contract and elects to pay month to month instead.
  5. Ultimately the subscriber may do what they wish with their purchased equipment. Subscribers may leave the system in place for the next resident / tenant if they choose.

Will I need a new alarm permit if I move my alarm system to a new address?

Alarm permits are specific to jurisdictions as well as address. Subscribers are instructed to consult their city’s Alarm Ordinance for information.

False Alarm Fees

How do I cancel a false alarm?

You must cancel false alarms by entering your code into the Touchscreen.

Can I be fined for false alarms?

Yes, you can be fined for false alarms. The fees for false alarms vary from city to city. Refer to your city Alarm Ordinance for information specific to your city.

What are the false alarm fees in my city?

The fees for false alarms vary from city to city. Refer to your city Alarm Ordinance for information specific to your city.

What happens if my city fines me for a false alarm?

Alarm users should communicate directly with their respective city if and when they receive notice of a fine. Cox Homelife will only contact a customer if the city has revoked the user’s permit or if Cox Homelife is required to by law to cease monitoring the alarm system.

Can my alarm permit be revoked for excessive false alarms?

Yes, your alarm permit may be revoked for excessive false alarms. Refer to your city Alarm Ordinance for information specific to your city.

What happens to my Cox Homelife account if my alarm permit is revoked by the city?

Alarm users should communicate directly with their respective city if and when they receive notice of revocation. Cox Homelife will only contact a customer if the city has revoked the user’s permit or if Cox Homelife is required to by law to cease monitoring the alarm system. Refer to your city Alarm Ordinance for information specific to your city.

Can my revoked alarm permit be reinstated?

Refer to your city Alarm Ordinance for information specific to your city.

Does my city offer false alarm prevention education / training?

Refer to your city Alarm Ordinance for information specific to your city.

Can I file an appeal in response to false alarm assessments or alarm permit revocation?

Refer to your city Alarm Ordinance for information specific to your city.

Will the police respond to my alarm if I do not have a valid alarm permit?

If your Cox Homelife service is active, the police will respond in the usual manner; however, you may be fined, or more, for not having an valid alarm permit. Refer to your city Alarm Ordinance for information specific to your city.

Will I be penalized for false alarms caused by inclement weather?

Refer to your city Alarm Ordinance for information specific to your city.

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