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FAQ

Moving

Q: I’m moving soon. What happens to my alarm monitoring service?

A: Southwest Security has a flexible move program to fit our customers' needs. Find the option that works best for you:

  • Transfer your service to your new home by taking advantage of Southwest Security' Free Move Program.
  • Arrange for the incoming homeowner to take over your current system and contract.
  • Transfer your contract to someone else. (See below.)
  • Pay off the remaining balance.

Q: How do I move my monitoring service?

A: Southwest Security sets up moving customers with a new security system, including undisturbed monitoring service, for free. Our move program includes free equipment, free installation, free activation and free extended service. Your monthly rate will remain the same unless you choose to add additional services.

Contact Southwest Security and speak with a Move Specialist. They can assist you with transferring your monitoring service to your new location. Simply provide us with your new address, new phone number, and other contact information to begin a service transfer.

Q: How do I schedule an appointment to move my monitoring service?

A: A Move Specialist will schedule an appointment for a technician to activate your new service within three business days. Contact Southwest Security and speak with a Move Specialist.

Q: How do I check the status of my move?

A: Contact Southwest Security and a Move Specialist can verify the status of your move or connect you directly to a technician for more information.

Q: I’m selling my house. How do I transfer billing to the new owner?

A: You will need to set up a New Owner Agreement. Please contact Southwest Security for more information.

Q: Can a friend or family member take over my account at another location?

A: Yes, but certain requirements must be met by the new alarm owners. Please contact Southwest Security to see if the new home security alarm owners are qualified.

Q: Can you put my account on hold while I’m moving?

A: Southwest Security is unable to hold or place your account on hold due to UL® requirements. However, if you are moving your service to a new location, a downtime credit may be applied to your account.

Q: I won’t have a traditional phone line at my new house. Can I still transfer my service?

A: Yes, in most cases you can still have service without needing a traditional phone line. Southwest Security uses the latest monitoring technology and equipment, including wireless alarm panels, to meet your needs.

Q: Can I move my current equipment into my new house?

A: Depending upon your alarm system's compatibility with your new home, you may be able to move your current equipment with you. However, several conditions apply. For more information, please contact Southwest Security and speak with a Move Specialist .

Permits

Q: Do I need an alarm permit where I live?

A: Possibly. Some cities and jurisdictions require home security system owners to have an alarm permit before they will send emergency personnel to your home. To determine if your city requires a permit, contact your local city hall or county office.

Q: How can I get one?

A: Your local city hall or county office will have the forms you can use to apply for your alarm permit.

New Monitoring Service

Q: How can I sign up to get a Southwest Security alarm system?

A: It's never been easier to sign up for a Southwest Security home security alarm system. You can call Southwest Security’s sales team at (505) 440-9025.

Q: I’m moving into a new home and would like to sign up to get a Southwest Security alarm system. How does that work?

A: For new customers who are moving into a new home, Southwest Security offers complete home security packages starting at $39.95 per month. Each package includes a free wireless security panel with a full-color touch-screen interface plus free equipment, free installation and free extended service. 

Q: How do I sign up to add another security system at a different location?

A: First, we’ll verify if your additional location is in a Southwest Security service area. If so, you will need to sign an additional Alarm Monitoring Agreement for the new installation. Monitoring rates and installation costs vary by location and situation. Please call Southwest Security for additional information.

Q: Can I get additional equipment for my system?

A: Yes. Additional equipment can be purchased from your Authorized Southwest Security Dealer at the time of installation or added later to meet your security needs. (Fees and restrictions may apply).

Q: Does my home need to be prewired for an alarm system?

A: No. Authorized Southwest Security Dealers can install both hardwired and wireless home security systems to meet your needs.

Q: What happens if I have an existing non-Southwest Security system in my house?

A: Southwest Security may be able to reprogram your existing system, as long as the previous homeowner is not contractually obligated with another alarm monitoring company. Depending on the panel type, your existing system may need to be replaced.

Q: Can I save money on my homeowners insurance by having an alarm system?

A: Yes, some insurance companies provide up to a 20% discount on your homeowners insurance by having a security system. Please check with your insurance company for more information.

Q: How does alarm monitoring work?

A: When you activate your security system, alarm monitoring is a 24-hour, 7-day protection service. When one of your alarm's sensors is triggered by an event such as a break-in or environmental hazard, your alarm signals Southwest Security' Alarm Response Center. A highly trained operator will activate emergency procedures, which include contacting you and dispatching emergency services.

Changing Phone Service

Q: I’m thinking about switching my phone service. Will my alarm still communicate?

A: Your alarm needs a way to communicate with our Alarm Response Center. If you’re thinking about switching, you should call Southwest Security to discuss your options. We want you to be fully informed before you make the switch.

Q: How can my alarm communicate when I have VoIP or cellular phone service?

A: The technology of today offers a variety of options for your alarm to communicate:

  • You can keep your landline just for your alarm system.
  • Southwest Security can add a cellular communicator to your panel to send signals wirelessly.

False Alarms

Q: How can I prevent false alarms?

A: Home security alarms not only help to discourage burglars from breaking into your home, but they also give you an added peace of mind. Help reduce the burden placed on police departments responding to false alarms when real crimes are being committed elsewhere.

Help prevent false alarms by following the checklist below.

  • Be comfortable with using your system
  • Know what happens when a panic button is pushed
  • Consider who should have access to your home and make sure they know your code and how to use the alarm
  • Test your system monthly
  • Always keep your emergency contact list up to date
  • Be aware of typical triggers, like securing all doors and windows before arming your system and that pets can set off motion detectors
  • Replace your batteries; check your manufacturer’s instructions for how often
  • Call us before you remodel
  • Cover your smoke detectors during construction, building repairs, and major cleaning

Referrals

Q: I’m an existing customer. How can I refer a friend or family member?

A: You can make referrals through the “Refer-A-Friend” page. Refer someone to Southwest Security and we’ll send you and your friend a $50 Target gift card once their new security system is activated.