Responses (2)

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  Marley_Ring

  Sorry to hear about this experience @johnwt88! It sounds like the responders may have been dispatched after the failed contacts, leaving little time to reverse this. If you are only using 2 contacts, I recommend including a 3rd if possible. As we are always working to improve our neighbors' experience and you've shared an excellent use case, I'll be sure to deliver this feedback to the appropriate team. :) In the meantime, feel free to check out our [help center article](https://support.ring.com/hc/en-us/articles/115005360486-Preventing-False-Alarms) for tips on preventing false Alarms.

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  03-02-2020 06:50:42

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  CrazyCat

  Marley, Wasn't clear from your response. If you have a false fire alarm is there a way to "disarm" it before people are dispatched? Can you do it from the app? Or do you have to answer the phone call from Ring to do it? Thx

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  09-02-2020 05:56:18

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  Marley_Ring

  Of course, @CrazyCat! I'd be happy to clarify. There are only certain dispatch instances that can be cancelled. For this specific instance, a fire alarm dispatch is usually unable to be cancelled. A burglary alarm, however, can be cancelled by disarming as soon as possible. Check out this [help center article](https://support.ring.com/hc/en-us/articles/360021614892-Getting-a-Call-from-Ring-s-Professional-Monitoring-Center) which breaks down how each Alarm event is handled for dispatch. You'll see a special note under each description which will indicate if it can be cancelled or not. :)

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  10-02-2020 07:00:30

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  CrazyCat

  My question is more nuanced. For a normal alarm, my Ring app shows the alarm (siren) going off if it is tripped. If I disarm the alarm (siren) within 30 seconds I will not get a phone call from monitoring and no police will be dispatched. Does the fire alarm work the same way? Does the app allow we to cancel the alarm BEFORE a dispatch has happened.

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  11-02-2020 06:03:35

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  Kerndog91

  I have a similar question about the fire alarm call center procedure. This link says that Ring will only call the FIRST emergency contact, and if no one is reached, will dispatch the fire department: [https://support.ring.com/hc/en-us/articles/360021614892-Getting-a-Call-from-Ring-s-Professional-Monitoring-Center](https://support.ring.com/hc/en-us/articles/360021614892-Getting-a-Call-from-Ring-s-Professional-Monitoring-Center) _**Smoke/Fire Alarm (triggered by Smoke & CO Listener or First Alert Smoke/CO Alarm)**_ _Your first emergency contact is called first before the emergency responders are dispatched. If the first contact does not answer/requests dispatch, then a dispatch request will be made. The remaining contacts on your list are called, and if anyone can be reached, they are notified of the emergency and may be given the opportunity to try to cancel if it's a false alarm. If no one can be reached, the monitoring center may leave automated voicemails._ _Please Note: It’s usually not possible to cancel fire department dispatch after it has been requested. __Disarming the alarm will not stop the Monitoring Center from requesting dispatch. _ --\> So if I am the first contact and happen to not reachable, and my wife's cooking sets off the smoke alarm, it sounds like there is no way to prevent an automatic dispatch. She is the second contact, but the trucks have already been dispatched and maybe not cancelable. Is this correct? If so, this is not so good... any other ideas to get two (or three) contact calls BEFORE calling the fire department? Thanks John

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  15-05-2020 02:58:03

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  Chelsea_Ring

  Hey @Kerndog91, the way that you described it is exactly how it will happen in the event of the Smoke alarm. If your wife is a more reachable person or home most of the time, it may be best to make her your first contact to help avoid any false alarms, as she will already be home and should know if it's a false alarm or not. This is the way our central monitoring station does the dispatching in order to help cut down time between when the event happens and when help gets to you. This process cannot be changed as case by case, so I recommend making your wife the first emergency contact and making yourself the second.

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  18-05-2020 09:10:21

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  Marley_Ring

  Hi there, neighbors! Thank you for this feedback. It's been some time since we've provided clarification on this question, and since have fine tuned our Alarm functionality and support documentation. [quote="Nak, post:13, topic:3489"] But on the support page-- https://support.ring.com/hc/en-us/articles/360021614892-Getting-a-Call-from-Ring-s-Professional-Monitoring-Center – this is written: " *Please Note: It’s usually not possible to cancel fire department dispatch after it has been requested.* *Disarming the alarm will not stop the Monitoring Center from requesting dispatch.* " [/quote] Thank you, @Nak for sharing this. This help center article is correct, as well as this [help center article](https://support.ring.com/hc/en-us/articles/360050513811-Fire-and-Carbon-Monoxide-Alarms-False-Alarm-Tips) describing how the Fire Department is immediately dispatched. While you can disarm the Alarm, answer the Professional Monitoring call to request cancellation of dispatch, and the Monitoring team might be able to attempt that cancelation, the immediately dispatched Fire Department would likely already be on the way. Thus, we do not promise or advertise the ability to cancel a fire related emergency, as these are intended for immediate dispatch response (when professionally monitored).

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  25-01-2021 05:20:29

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