Intruder alarm company has 'lost' engineer code

fpell

My home intruder alarm receives a maintenance visit once a year and a couple of years ago the engineer was unable to use the engineer code to get into the system. It subsequently transpired that a previous engineer had changed the code and failed to make a record and left the company's employment in acrimonious circumstances. Subsequent to this the engineers have had to get me to enter my user code every time they need to enter a code during the service, which they acknowledge is unprofessional. They have tried to find a solution without success.

I am uncomfortable with the unknown engineer code being 'out there' and, for all I know, for sale on the Dark Web!

As the service is getting due again I have asked the alarm company to look at finding a better solution and am awaiting their response. I am wondering if there is a data protection issue here should it come down to a discussion about who pays towards a solution i.e. new control panel?

lewisa

Something sounds wrong here, there are functions on alarm systems that require the engineering code and cant be done with the user code. That's why they have engineer codes.

That issue aside, Id request they fix it at their expense. If they refuse then you're probably going to have to sack them off, get a new alarm firm to fix it and then invoice the old firm for the cost which could then be hassle to recover if they don't pay.

alanobrien

That all sounds a bit odd. The code can generally be reset by shorting a jumper on the mainboard of the control panel - or at least it it can on several systems i have had over the years.

EssexExile

The engineer's code will be needed one day but in the meantime I'd change the user code when they come for a service & change it back when they've gone.

Browntoa

It's their issue caused by their engineer.

They need to replace the main board for a new one or replace the alarm panel at their expense