Existing Residential Customers FAQs
ISG continues to service and support our existing residential security system customers, although we no longer provide new residential system installations. If you have questions about maintaining or modifying your security system, please review the FAQs below.
Should you have any questions about your unit, get in touch with ISG ›
What happens when I lose power?
Your system is equipped with a back-up battery that can keep your system up and running for hours or even days, depending on several factors. If your back-up battery becomes depleted due to an extended power outage, your system will not be operational. Once power restores, the system will recharge your battery.
It’s always a good idea to keep the back-up batteries fresh. They should be replaced approximately every 3 years; this varies with the size of your system and the frequency of power outages. Even short outages (a few minutes each), if they occur frequently, can have a detrimental effect on the batteries. Contact our service department if you would like your batteries changed or your system tested and inspected.
Can I upgrade my older system?
Yes, in most cases we can upgrade the main control panel and keypads and connect most (if not all) of your hardwired security and other sensors to the new system. You can enjoy the addition of a mobile app to operate your system, control lights, thermostats, and even add cameras and video doorbells to your system.
I’m getting rid of my phone line. Can my existing system still be monitored?
Yes. We can add a new communicator that allows older systems to communicate more securely to our monitoring center through your internet connection (wired or Wi-Fi), via cellular, or with a combination of these technologies for even more security. For more details, call our support department at 413-445-4030 (Option #2).
How can I obtain a certificate for my insurance company?
Please contact our support department at 413-445-4030 (Option #2), or email your request through our contact form and we will take good care of you.
I need help or assistance with my system. Who do I call?
Contact our support department at 413-445-4030 (Option #2). During business hours (Monday – Friday, 8:00 am – 4:30 pm) you will reach a technical support team member. After hours, one of our central monitoring station specialists will answer, take your information, and have someone on our technical support team get right back to you.
I’m moving or I have sold my home. What do I do?
When selling their home, most of our clients schedule a final test and inspection of the security system for the closing, especially when the system employs smoke, heat, or other life safety sensors. Alarms of Berkshire County also has a great program to help with the transition of the system to the new homeowner, and special opportunities if your new home is located within our service area and requires a security system. To learn more or to schedule your final inspection, contact us at 413-445-4030.
What does “Test Not Received” mean?
A “Test Not Received” signal from our monitoring center indicates that we were expecting to hear from your system at a certain time and we did not. This can happen for a variety of reasons including a bad phone line, power outages impacting internet or phone services, and more. This signal indicates that your system is not communicating with the monitoring center and if it were to be activated, we would likely not receive the alert. Please contact our support department at 413-445-4030 and we will work with you to resolve the issue and restore your system.
Many clients like the safety and certainty of knowing that their system is always monitored, and add cellular back-up service when and where applicable. Let us know how we can assist you in being safer and more secure.
How do I test my system?
Contact us at 413-445-4030 and select Option #1 to be connected directly to a monitoring center specialist. Please have your account number or street address and passcode (verbal password) ready, and let the specialist know that you would like to test your system.
We will ask how long you would like your system to be offline for. Most tests don’t take more than 10 or 15 minutes, but give yourself enough time based on the size of your system.
At the end of testing, you can call us back and together we’ll review all the signals we received.
If you need further assistance, please call 413-445-4030 and select Option #2 during our normal business hours. A support specialist can provide more details on testing procedures and how to reset your system.