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Support Center

Explore our support center for help troubleshooting common issues. If you do not find the information you need to resolve your problem, please contact MCTV for additional support.

Select a category:

Will my credit card machine work?

Yes. MCTV Business Phone service delivers an analog dial tone for compatibility with credit card machines. In very rare instances, our service may not be compatible with your equipment due to its age or technology.

Can I get MCTV services?

If you are in our service area, you can have our Internet, TV and Phone services.

Please note that there are small areas of our service area that we cannot provide with Phone service. A representative will alert you when signing up for service if you are in one of these areas.

If your address is not in our system or we have never provided service to the address, we may need to perform an address verification to ensure we can provide service. 

Why is my motion sensor providing false detections?

A motion detector may activate falsely for several reasons including improper placement of the device, such as above a heater or furnace; or the movement of objects such as balloons, blinds and curtains within the motion sensor’s range.

If false alarm activations continue the motion detector may require relocation or adjustment by a Safeguard technician. Please call 330-830-2842 to schedule an appointment.

Will my dog or cat set off the alarm?

Pets can set off motion detectors. If this is a concern, we have monitoring options that will keep your home secure without the potential of pets tripping the alarm. For details, call 330-830-2842 to speak with a security consultant.

Why does my keypad display NO AC?

An alarm panel will normally display NO AC when the system has lost electrical current. The outlet should be checked to verify that it is operational. If the outlet is working properly a service call may be needed.

Please call 330-830-2842 to schedule a service call.

Why does my keypad display FC?

FC on your security panel indicates that your alarm system is unable to communicate a signal back to the central monitoring station.

If your alarm displays FC, please contact Safeguard at 330-830-2842 immediately.

Why won't my remote key fobs work?

Make certain that you are firmly pressing the button until the green LED lights up. If you are still having problems with your key fob(s) please call Safeguard at 330-830-2842.

What if my system isn't working right?

Safeguard Security will be happy to investigate any problems you’re having with your equipment. Call Safeguard at 330-830-2842 to schedule a service call.

My alarm went off accidentally, but I quickly put in the code and shut it off. I expected a call from Safeguard, but no one called. Why not?

The system allows a brief period for you to turn off your system before an alarm signal is sent to the Customer Monitoring Center. This gives you enough time to cancel the signal and prevent a false alarm.

Who should I call to cancel an alarm?

To cancel an alarm, call our Monitoring Center at 800-351-9151.

How long do I have after setting the alarm to exit my house?

The exit delay is set to 60 seconds. This can be adjusted by a Safeguard technician if more or less time is preferred.

How long do I have to turn my alarm off when I return home or set it off accidentally?

The entry delay is set to 30 seconds. This can be adjusted by a Safeguard technician if more or less time is preferred.

How do I test my alarm system?

You should test your alarm system monthly. For instructions on testing your alarm, refer to your owner’s manual.

Do I need to test my alarm system regularly?

Yes. It is your responsibility to make sure that your system is in good working order.

We recommend testing your system monthly.

If I have an emergency, should I call Safeguard Security first?

No. If you have an emergency, call 911 first.

If you are unable to call 911, then depress the panic or fire alarm button on your touch pad, and Safeguard will request emergency services.

How do I change the list of people contacted if my alarm is activated?

Call Safeguard at 330-830-2842. You will need to give your safe word in order to make changes.

Make sure to tell everyone on your call list what to do in case they receive a call from Safeguard including:

  • The phone number of the Monitoring Station to cancel an alarm (800-351-9151)
  • Your safe word
  • If needed, train the people on your call list on proper use of your alarm system

What is a false alarm?

A false alarm is an alarm that triggers an emergency response when no emergency has occurred.

The single largest cause of false alarms is human error:

  • Using incorrect keypad codes when disarming the alarm
  • Failing to train authorized users how to properly arm and disarm the system
  • Failure to secure doors and windows once the alarm is turned on (i.e. an unlocked door blows open)
  • Objects hanging by or around motion detectors

Other causes of false alarms include:

  • Wandering pets
  • Weak system batteries
  • Faulty equipment in very rare instances
  • Acts of nature (strong winds, electrical storms, etc.) in very rare instances

Why are false alarms a problem?

False alarms reduce the effectiveness of security systems. If alarms are seen as unreliable indicators of threats, they may potentially be ignored or used improperly.

False alarms exhaust the resources of police, fire and emergency personnel and could keep them from responding to actual emergencies.

False alarms can carry fines. In many cities and towns, the owners of systems that trigger false alarms can be fined for each occurrence.

False alarms can lead to denial of service. In some cities and towns, police, fire and emergency personnel are instructed to ignore the alarms of users whose systems have set off false alarms in the past.

False alarms increase costs for taxpayers, security service providers and users, requiring additional personnel to respond to alarms.

How can I prevent false alarms at my house?

You can take several steps to reduce false alarms. The first is to identify their causes.

To reduce false alarms due to human error:

  • Train the necessary people in the use of your home’s alarm system and schedule annual review sessions
  • Inform the Monitoring Center of new passcodes and arming codes, and new or removed authorized users
  • Review your alarm system operating manual. Take time to educate everyone with access to your home on proper system operation.
  • Check that all doors and windows are locked and cannot be inadvertently opened by a strong breeze

To reduce false alarms due to other factors:

  • Ensure pets do not have access to areas where they might trip a motion sensor.
  • Regular maintenance of your system including checking alarm contact switches/magnets on doors and windows for damage or loosening; checking and replacing batteries; and regular testing.
  • Make sure motion detectors are aimed away from air vents, sources of heat, fireplaces and windows
  • Advise Safeguard before any interior remodeling (including air vent repair, extensive painting, window replacement and any changes to the location of doors, walls or windows) that may affect the alarm system configuration

If there is a question as to whether or not the system is working properly, immediately contact the security provider to check the status of the system and devices.

Contact Safeguard at 330-830-2842 immediately if you believe your system is not working properly or if service adjustments are needed.

What will happen if your system emits a false alarm?

Safeguard’s Monitoring Center treats every emergency alarm (sensors activated, smoke detectors, etc.) as a true emergency and will initiate the proper emergency response including contact you and emergency personnel.

Users with recurring false alarms may be subject to municipal fines. Fines for false alarms vary depending on your residence location.

Users with recurring false alarms can be subject to suspension or cancellation of services. The service penalty imposed by police, fire or emergency dispatch units varies depending on municipality.

What happens if the power goes out?

Should your power be interrupted, your system has a maintenance-free, built-in backup battery that will operate your system for up to 12 to 20 hours. Before you battery runs out, a “low battery” signal will be sent to the Monitoring Center to warn that the unit will soon be non-functional. A Safeguard monitoring specialist will then call you to advise you of the low-battery condition and answer any questions about your monitoring system.

In the event that your phone lines are non-operational, your alarm system will not be able to communicate with the Monitoring Center in the event of an alarm. If this is a concern, we recommend you monitor your system with a cellular or broadband connection instead of a landline.

Can I have Safeguard if I don't have a landline telephone?

Yes. Safeguard offers cellular and broadband Internet monitoring services in the event that you do not have a landline phone. Call 30-830-8242 for details.

Do I need to live in the MCTV service area to have Safeguard?

We can install and monitor Safeguard systems outside of the MCTV service. However, there may be limitations or additional costs. Call Safeguard at 330-830-2842 for details.

What happens if the power goes out?

Should your power be interrupted, the base unit has a maintenance-free, built-in backup battery that will operate your system for up to 12 to 20 hours. Before you battery runs out, the base unit will send a “low battery” signal to the Monitoring Center to warn that the unit will soon be non-functional.

A Safeguard monitoring specialist will then call you to advise you of the low-battery condition and answer any questions about your medical monitoring system.