Security Alarm Shop, Inc.

Hawaii

3. 3)Make sure you have the right dial in number.
   

Please make sure your computer is dialing 791-2390 on Oahu, 270-2390 on Maui, 568-2390 on Lanai, 240-2390 on Kauai, 930-2390 on the Big Island, or 660-2390 on Molokai. Your computer should not be dialing the 808 area code (unless you are accessing your account from the mainland only). A good deal of problems are caused when the computer dials the wrong number.

4. 4)Make sure your equipment is working.
   

If your computer says something like 'Hardware Failure' or 'Modem is not operating properly' or 'Modem in use' or 'No dial tone available', please do not call our internet techs. Your computer is not even reaching our systems at that point and needs to be looked at by a hardware technician. Check if the telephone cord is securely plugged in. We have hardware techs available at Security Alarm Shop who will be glad to fix your computer for $50 per hour. We cannot troubleshoot your computer hardware at no charge... just the internet connection portion.

1. 1)First of all, have you checked the
   

secalarm.com homepage? 

If there is a major problem, it will be listed there. If at all possible, get on a computer that has internet access and check the network status section on our webpage. Any outages and estimated repair times will be listed there. If there is an outage, please do not call us. Our techs are most probably busy working on the problem and will not be able to assist you over the phone. Most importantly, do NOT change any of your dial up settings. Just be patient. (by the way, our downtime in 2001 totaled about just over 72 hours which comes out to 99.17% uptime. Pretty good! This year we will try to do even better).

2. 2)Please retype your username and password.
   

90% of problems can be solved that way. Make sure your username is in lower case and remember that your password is case sensitive. Even if you are 100% sure no one has changed your login information, please just retype the info.

5. 5)Have you paid your bill? 
   

Our computers will cut your account access if your bill is past due. If you think you are past due, please call billing at 523-0121 and you may make payment over the phone with your credit card. For those of you on Automatic Bill Payment, please make sure your account information has not changed. 

Please make sure you have checked all the above steps before calling us at 523-0121. Thanks for helping to keep our technical support costs down to a minimum.