Frequently Asked Questions

we stand behind everything we do!

Questions & Answers

How do I pay my monthly bill?

Based on the terms of your contract you will either receive an invoice on a monthly, quarterly, semi-annual or annual basis. We bill in advance, so if you receive a quarterly invoice in April it will be for the months of May, June and July. You can pay by check or you can get set up for Automatic Debit (ACH) from your checking account. If you would like to do this, please complete the form here and follow the instructions on the form. At this point we do not offer online bill pay.

How do I change my codes?

If you have questions on how to change, add or delete a user code, you may refer to your user manual or you may call us directly at 757-852-3300 and one of our trained dispatchers will help you along with the process. Be sure you know your password. Nothing can be done at our Central Monitoring Station without giving the proper password.

Why would I ever want a monitored security system in my house?

The safety and security of our families is paramount. You strive daily to ensure that there are no threats to that safety and security. A monitored system is one more important element in all you already do to protect your loved ones. You are guaranteed that someone will respond to an alarm or whatever condition the system notes.

What’s the difference between a security system and a burglar or fire alarm?

Burglar and fire alarms are only a part of a professionally-monitored, professionally-installed system. In your car, the wheels are extremely important, but they are only part of the car. So too the burglar and fire alarm.

What’s different about your smoke detectors versus the ones available through my local hardware store or electrician?

Our detectors are supervised devices and are monitored twenty-four hours a day, even if you’ve disarmed the system. Standard detectors are designed and installed to provide an alert to anyone in the dwelling.

Just like the old question: “If a tree falls in the forest where there’s nobody, does it make any noise?”, if no one’s home when a standard detector goes off, what happens? When you are part of Johns Brothers, there’s always Central Station monitoring the alarm.

Won’t our dog or cat set the thing off all the time?

You won’t experience that happening as long as we get to know your pet’s habits so that we can structure the sensors to avoid unnecessary alarms.

Aren’t false alarms a major problem?

They used to be, but Johns Brothers has invested millions of dollars to install the kind of equipment which eliminates false alarms as a major problem.

How do I save money by spending money on a security system?

For one thing, you can call your insurance company and ask for the discount in your homeowners’ insurance rates which a professional, comprehensive and monitored security system will give.

Won’t you have to drill a lot of holes and make a mess to install a security system in my house?

Today, the wireless technology is so advanced that the concerns of homeowners about drilling are almost totally eliminated.

How quick is the response to a signal?

Within seconds at our Monitoring Stations, and within the time frame of your local police department.

Where are your people who are monitoring my account located?

Johns Brothers maintains its own, highly secure central monitoring center at its facility in Norfolk, Virginia. The Johns Brothers facility is one of the limited number of UL-approved central monitoring stations in Southeastern Virginia.

What happens if I move?

Through our network of security system providers throughout the United States, you have the opportunity to work with a company similar to Johns Brothers. You can rely upon your representative to give you that information.

Do we have to have all those beeps every time a door is opened?

Only if you want them to tell you a door has been opened. You control, through your key pad, all the aspects of the system including the beeps. You can select the specific doors which will be so alarmed.

What happens if we lose electric power?

The systems are designed to provide hours of backup during any times when electrical power to your home is interrupted.

If we lose phone service, what does the system do?

One of the features of the Johns Brothers system is the wide range of backup services which are available. This is an area of concern which your representative can explore with you. In fact, with some of our systems you don’t even need a phone line.

How can I let my neighbor in if I’m away, without giving out my password?

There are a number of easy ways to accomplish that without compromising your system, from using your cell phone to your computer. Your representative will outline them for you.

Why do I have to sign a contract?

A contract outlines our responsibilities to you, and your obligation to us, with no surprises. Local, state and federal legislation requires certain elements be in contract form for your protection. In any money matters everybody should know exactly what the deal is. That’s what a contract is for and why we conduct business with you on a contractual basis.

What other kinds of things will a system monitor?

From intrusion into your home through the windows or doors, movement within sensored areas, entry into your garage by someone or something which is unauthorized, the temperature inside your house: the system can accommodate almost any concern you may have.

Why is Johns Brothers so successful?

This company has been in existence since 1892. Our clients and customers know that Johns Brothers is part of the bedrock of Hampton Roads and that the people of Johns Brothers care about each and every one of their customers. It’s been that way at our company for more than 110 years and we’re not changing it now.

What about protecting the garage?

The garage is simply another area for monitoring, or it can be handled as a totally separate entity. You make the decision. Johns Brothers has the expertise and equipment to make your home and garage as secure as Fort Knox.

Is there any way I can turn the system on or off without being in the house?

We can create any number of methods for you to do so, from a key fob to a PDA to a lap top computer.

Are there any times during the day when I don’t have coverage?

Not unless you want there to be.

What do you need to know about us to get started in installing our protection?

You will be asked to complete a short form which asks for contact and billing information and not much more.

Does anybody else have access to our personal information?

Absolutely not.

How do I add a user to my account?

If you would like to make a change to your call list, please call us directly in our Central Monitoring Station at 757-852-3300. You will be required to give your password in order to make any temporary changes to the account including adding or deleting authorized keyholder and non-responder names. We will require written verification of a permanent change.

Going on vacation? What do I need to do?

If you are going on vacation, even if it is just for a weekend, we encourage you to call us and let us know. When you call you can tell us when you will be leaving and returning and what is the best phone number to reach you when you are gone. It is also good for us to note who, if anyone, should be coming or going into the house when you are gone. This way, if we do get an alarm we will save valuable time tracking you down to let you know of the incident.

I want to review my call list and instructions?

Everyone has instructions on their account that tell our dispatchers who to call and in what order to call them in the event of an alarm. Some people even have detailed instructions on how to react to certain alarms that are specific to their needs. If you have any questions on what your instructions are or who gets called in what order, call us and we can review your instructions with you. These can be mailed or emailed to you as well. You will need to have your password in order to review any account information.

I need new yard signs or decals.

Your decals and yard signs are your first line of defense against would-be burglars. Be sure your decals do not look worn and old. If you need new decals or yard signs, please call us at 757-852-3300 and we will send someone out to your home or business to replace your broken signs or worn decals free of charge. Click here to request your sign or decal replacements

Does my city require me to do anything to have a security system?

The Cities of Virginia Beach, Norfolk and Suffolk have in place registration programs. Click here to go to the particular registration forms for each City.

The specific requirements vary from city to city. Your Security Consultant can provide more detailed information. Additionally, you can visit the websites of the local governments in which Johns Brothers Security provides its services here. Generally, the Police Departments administer any programs dealing with alarm systems, monitoring or false alarms.