SmartHOME FAQs

SmartHOME FAQs

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SmartHOME

FAQs

1.    What is Digicel’s SmartHOME Solution?

  • A SmartHOME is a home that adjusts to a customer’s living habits and routines. It allows the customer to automate tasks like turning lights on, locking doors or viewing their camera and controling them remotely. Smart homes, like smart phones, can be adjusted to suit the user and to make life simpler. 
  • Digicel’s SmartHOME Solution provides you with the ability to secure, manage and monitor your home using the latest technology. You can view live camera feeds, arm or disarm your home, and always be aware of the status of your home with real time alerts on your smartphone. With Digicel’s SmartHOME Solution you can enjoy a sense of security whether inside or outside.

2.    Who is eligible for this service?

  • Only existing Home & Entertainment customers who are in good standing are eligible for the SmartHOME service. SmartHOME can be added onto your current Digicel Home & Entertainment package for an additional fee. Not yet signed up with Digicel Home & Entertainment? Click here to get started today!

3.    What are the SmartHOME product options? 

  • Digicel has two convenient base packages to choose from, and because we understand that no two homes are the same, our packages are fully customizable. The base packages are as below:

Addon

Home - Essential Package

Home – Silver Package

 

$299.00

$275.00

Panel and App

Yes

Yes

Door/Window Contacts

3

3

Motion Sensors

2

2

Key Fobs

1

1

Light switch or Smart Plug or Flood Light

1 (Either Lights, Switch,Plug)

0

Alarm Monitoring(Public Response)

Yes

Yes

Contract

Yes (1 Year)

Yes (1 Year)

 

Add On

Price (TTD)

LTE Sim Back Up

$1,104.10

Door/Window Contact

$175

Flood Lights

$299

IP Camera

$930

IP Wi-Fi Desktop Camera

$899

Motion Sensor

$339

Light Switch

$959

Doorbell (With Camera)

$1190

Smart Plug (For Appliances)

$245

Flood and Freeze sensor

$235

Smoke detector

$599

Personal Panic Device

$320

4.    Can I request additional devices?

  • Yes, all packages are completely customizable, you can add devices as required to completely outfit your home.

5.    Is there an installation fee?

  • Yes, there is an installation fee of $750.00, this will made over two payments, one upfront ($375.00) before your installation and the second ($375.00) along with your first bill.

6.    What are the specifications of the camera?

  • The camera allows for real-time video streaming in 1080p resolution. The camera has a day/night functionality with an infrared lighting for capturing images in various lightening scenarios. Infrared (IR) lighting range is 20m, and can be turned on or off. 
  • Clips are stored on the device via a 16GB SD card (can be expanded up to 128GB) and be viewed via the SmartHOME mobile App. 

7.    How do the motion sensors work?

  • The motion sensors are indoor devices, they sense infrared heat energy emitted by living things. Once armed, if any movement is detected within range, the unit notifies the user via the app and triggers the siren.

8.    How do the door contacts work?

  • This two-piece system requires no wires and can be used on windows and doors. When the doors or windows open and closed, the magnetic contacts signal your panel to alert you. 

9.    How do I go about changing batteries in the various sensors?

  • Fortunately, the battery has a really long lifespan between 6-12 months depending on device and usage, in the unfortunate event that your battery dies, once made aware, Digicel will ensure a technician is sent to your home to make the relevant changes.

10.    What is the installation process?

  • The install process is relatively quick, and does not require much additional wiring in your home. Customers are required to visit the Website and select the devices/package they would like to have installed. After submitted the necessary documents (ID Card, Approval from landlord) and paying 50% of the installation fee has been submitted, we will call you to schedule on a day and time most convenient to you. Our technicians will best guide your decision on where to place your devices to get the most out of your system.  Once the devices are installed, they will get you set up on the app where you can monitor your SmartHOME service anywhere, at any time! 

11.    What happens if my WI-FI drops?

  • In the unfortunate event that your Wi-Fi has disconnected for some reason, this will render the system unavailable and your home disarmed. Fortunately, Digicel has provided a backup wireless connection in the form of an LTE SIM module and data sim card that can be installed in the SmartHOME panel at an additional cost. This will restore wireless connection once you are setup in a serviceable area, this happens automatically, so you may not even notice when you’ve been offline. 

12.     Can I use the LTE SIM card to make call or create a hotspot?

  • The SIM card is programmed directly to the SmartHOME Panel and cannot create a Wi-Fi hotspot nor make/receive calls

13.    How do I arm the system?

  • The System can be armed in two modes, “Away” and “Stay”. These modes can be activated via the App or the Panel. Click here to view a video on using your SmartHOME arming system

Arming from the APP:  

  • Once you’ve successfully logged into the App and selected the Site you wish to arm/disarm, select the relevant option, “Arm Away/Arm Stay”. Once you’ve selected the option the system with then be armed.
SmartHOME_Arming from app

Arming from the Panel:

  • Press the “Stay” or “Away” button. The panel will then request you to enter your security pin followed by the enter key. Once completed the house will be armed in the selected mode.
SmartHOME_arming from control panel

14.    What are the Stay and Away Modes used for?

  • Arm Away – Use Away Mode when you are leaving the premises and want the entire home protected in your absence.
  • Arm Stay – Use Stay Mode when you are staying in the premises and want the perimeter protected while allowing you to move around inside without setting off the alarm.  This gives you peace of mind even when you are home.
  • Disarm – Only intrusion/burglary sensors such as doors, windows and motion sensors are disarmed. Environmental sensors, such as smoke and flood sensors, stay active at all times.

15.    How do I disarm the system? 

  • The system can be disarmed from the app by selecting the “Disarm” option. 
  • From the panel, once armed, users can input their security PIN and pressing “enter” key to disarm. 
Disarm

16.    How do I disable the siren?

From the panel, the siren can be disarmed by entering the pin and selecting the “enter” key.  From the app customers can select the “Disarm” option.

17.    What does the bypass option do?

  • Bypassing a sensor allows users to bypass, or open, selected sensors while the system is armed. 
  • Example: if a user’s doors and windows are monitored and the user wants to open a kitchen window, but does not want to bypass all sensors in the system, the user can bypass the kitchen window sensor and then open the kitchen window without causing an alarm. When a customer arms stay the indoor motion sensors will automatically be bypassed to allow people to move freely inside the house while the doors and windows etc are still armed

18.    How do I view my camera feed?

SmartHOME camera

Searching your SmartHOME system history

19.    How can I reduce the sensitivity of my camera’s motion detection?

  • If you wish to reduce the sensitivity of your camera:
  • Reducing sensitivity ensures greater motion is required to for a clip to be recorded or notification to be triggered. 
  1. Click Settings
  2. Select Motion and Events
  3. Adjust the Motion Slider until you get the desired outcome
  4. In addition, you can shade a particular region to detect motion and exclude certain areas that may trigger the sensors such as trees or shrubs.
SmartHOME_Camera sensitivity

20.    Can multiple persons have access to the App? 

  • Yes, multiple persons can have access to the app as you desire. Different user access levels are also available. -
    • Standard – Can arm and disarm areas, but they cannot create users or review event history.
    • Master – Can arm and disarm areas. They can create, delete, or modify user codes. They can also change system settings
    • Arm Only – Can only turn on the security system. They cannot disarm or dismiss any system conditions
    • Duress – This code will disarm the system while sending in a silent signal to the Central Station.  Once this user is added, it acts as a silent alarm to the monitoring centre whereby when the code is entered while the system is armed it will automatically disarm the system and send a silent alarm to the monitoring centre.
    • Custom – allows the configuration of schedules when the PIN is active

Managing users on the account (video)

https://static.interlogix.com/video/ushv-user-management.mp4

21.    Can I use the app while on a data connection outside of Trinidad and Tobago?

  • Yes, with Digicel SmartHOME  you can monitor your home from anywhere in the world once you have your smartphone, the SmartHOME app and an internet connection.

22.    What to do if my phone has been stolen or lost?

  • The app can only be accessed by entering the four-digit PIN. You can then download the app and access it with your login credentials using another device. This video shows you how to download and log into the app on a mobile device. You can then access from another device and remove users as you see fit. 

23.    Is emergency response available? 

  • Yes 24/7 public response services are available at no additional cost (police/fire/ambulance). Private response monitoring is also available at an additional cost with our response partners - SWAT and Pegasus

24.    What occurs if my camera is stolen? 

  • Recordings are stored on the app and each clip can be downloaded from the app as well. Cameras will only be replaced if it is under the 6month warranty.

25.    Where is my camera footage stored?

  • All camera footage is stored on-board an SD card inside of your camera, your camera comes with a 16GB card installed but can be upgraded to 128GB. Note that only specific SD cards can be used see listing below:

Brand

Capacity

Class

Model

Sandisk

4G

Class4

 

 

16G

Class10

 

 

128G

U-1

SDSQUNC-128G-AN6IA

Transcend

8G

Class4

 

 

32G

Class10

 

 

64G

Class10

 

 

128G

U-1

 

Kingston

32G

Class10

SDCX10/32GB

 

64G

Class10

SDCX10/64GB

Samsung

32G

Class10

MB-MP32D

 

64G

Class10

MB-MP64D

 

128G

U-1

 

Hikvision

16G

Class10

DS-UTF16G-L1

 

32G

Class10

DS-UTF32G-L1

 

64G

Class10

DS-UTF64G-L1

 

128G

Class10

DS-UTF128G-L1

26.    Can I use my existing camera to integrate with Digicel’s SmartHOME?

  • No, the Digicel SmartHOME system is only compatible with Digicel SmartHOME cameras.

27.    How do I pay my SmartHOME bill?

  • All existing payment methods available for Home and Entertainment are available for SmartHOME.  SmartHOME is simply an additional service to your existing Digicel Home & Entertainment account and will be reflected on your monthly bill under “other products and services”. 

28.    What happens if I pay my Home and Entertainment bill but not my SmartHOME bill.

  • The bill is combined. If the full payment is not made for both services the entire account will be disconnected for non-payment.

29.    Is there a warranty on my devices?

  • Yes, customers will be provided with 6 months warranty on all base devices within the package. Add On devices have 6 months warranty from purchase. 
  • Devices will have a 6-month warranty from the date of the installation. 

30.    What security features are used to protect my system from being hacked?

  • The Z-wave security implementation in the devices features encryption, and is also used by some of the world's most security-conscious companies, including major lock manufacturers.

31.    Why do I need an additional contract if I am already a Digicel Home and Entertainment Customer?

  • SmartHOME is a different service from your current Home & Entertainment service and as such there are separate contract terms and conditions that govern the service. It also requires new equipment and a new installation and therefore the customer is obligated to keep the service for at minimum 12 months.

32.    Is there a limit to the number of devices I can add on or cameras? 

  • There is no limit to the number of devices that can be added on to your system
  • If you request more than 2 cameras you would require a PoE switch and the cameras be hardwired. 

33.    Is there a minimum requirement of broadband speed for SmartHOME cameras?

  • The maximum IP Camera Bandwidth requirement with a resolution of 4MP (2560*1440) is 8Mbps per camera. Whichever Home and Entertainment plan you have with us should suffice. 

34.    How do I set up home automations?

• Go to settings

• Go to settings selector

• Select Automation from the setting selector drop down menu

• Select an empty scene

• Name the scene appropriately

• Select the scene trigger type (varies based on how you want the scene to be triggered, it is not a standard for all desired scenes)

• Next wait for the page to reload after selecting the trigger type

• Next select the trigger mechanism below trigger type, (Varies based on which trigger type is selected, it is not a standard for all trigger types)

• Next Select an empty Scene result (max 16 results per scene) and select what smart device you would like to operate.

• Next wait for the page to reload

• Next configure how you would like the selected smart device to operate when the scene is triggered (i.e. turn on or turn off etc.)

• Next save

35.    How do I pair with Alexa or Google Assistant? 

• Go to menu

• Select Amazon Alexa or Google Assistant

• Follow the instructions to set up.

36.    What are the requirements for install? 

  • Customer must have the H&E services
  • Cameras can only be installed at a maximum of 10ft from a power
  • In order to install a smart light switch, the customer must have a neutral wire and Incandescent, fluorescent (regular and long bulb) and LED bulbs.
  • A smart phone to install the app
  • Identify areas where customer would like the devices to be installed.  E.g. Doors, camera location, motion sensor location
  • A passcode that can be remembered easily for arming and disarming security system

37.    What happens when I change my Wi-Fi password?

  • Everything, except your cameras, continues to work if you change your Wi-Fi, cameras must be manually reset and requires a technician to visit, please contact us at 866-SMRT or Live-Chat so we can have a technician sent to you as soon as possible

38.    I forgot my pin, how do I reset it?

  • Once there are multiple master users for your system, those master users can see your pin on the app and remind you of it.  If you do not have more than one master user then a technician will have to visit your location and reset your system.

39.    Who do I reach out to for help with my SmartHOME system?

  • Customers can reach Digicel Smart Home Customer Care via the below media:
    • Email:  Smarthomett@digicelgroup.com
    • Live chat (Digicel Website or MyDigicel App)
    • Phone: 866-SMRT (7678)

40.    What happens in the event my alarm is triggered?

  • In the event that an alarm is triggered – The security response protocol is initiated, this begins with a phone call to the primary contact from the alarm monitoring centre to ensure that everything is okay, once all is well, there is no further action. If you are unable the answer your phone the AMC will attempt to make contact with your listed alternative contact numbers before dispatching the relevant response team. 

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