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Ring alarm triggered, but no check up call from the monitoring center

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New Neighbor

Ring alarm triggered, but no check up call from the monitoring center

Recently installed Ring devices and enrolled professional monitoring plan. 

 

There was incidences that ring alarm was triggered, but neither myself nor my wife received any check up calls from the monitoring center. 

 

Are we paying for services that doesn't exist? 

3 REPLIES 3
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New Neighbor

Re: Ring alarm triggered, but not call from the monitoring center

What's worse. The customer service is non-existent that I was never able to get through. 

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New Neighbor II

Re: Ring alarm triggered, but not call from the monitoring center

Sorry, but I have to ask Smiley Happy  Even though you paid for pro have you enabled it in settings?

 

 

I called support a couple weeks ago and had to hold for 15 mins.

https://support.ring.com/hc/en-us/articles/360036196372

Grey Lancaster
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Community Manager

Re: Ring alarm triggered, but not call from the monitoring center

Hey @anthonyz. As @PapaLanc said, you'll definitely want to make sure Professional Monitoring is fully enabled within the Ring App. You can check this by opening the Ring App > Main Menu > Settings > Monitoring. You'll want to make sure this says Professional Monitoring, and if you tap on it you can check the phone numbers listed for your emergency contacts to ensure the correct numbers are listed. 

 

With that said, it also depends on how long the system was alarming before the monitoring station is alerted. If the system armed for less than 1 minute, the signal is not sent over to the monitoring station and you would not receive a phone call. You can read more about the monitoring process in our Help Center Article here. I hope this helps! Smiley Happy 



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