Business Solar FAQs

Customer Service

• What are you doing in response to coronavirus?

  Safety and security are the foundation of our service. We remain committed to continue providing the service you expect while doing our part to protect our employees, customers, and community. Orders are still being fulfilled. Many of our products can be set up in a matter of minutes by you without any tools.  Our installers are taking the following steps to ensure the safety of customers during installation. Installers will: 1. Wear personal protective gear of gloves and masks 2. Maintain a 6-foot distance with anyone at the property 3. Limit conversations to system, service or installation subjects only 4. Pre-disinfect all equipment As a reminder, Dominion Energy Solutions will not come to your home or business without your request or an appointment.

• Am I required to sign a long-term contract to get a system?

  We are about providing you choices. That includes providing the highest quality Smart Home system available to customers today, without requiring any long-term commitments. We want to make our services as accessible as possible for everyone to enjoy.

• What does data privacy mean to Dominion Energy Solutions?

  We believe what happens in your home should remain private, which is why we go to great lengths to protect your personal, confidential data. That includes everything from your transaction details and passwords, to data transmitted by your system sensors and cameras.

• How do I cancel my service?

  We will certainly be sad to see you go. To end services with us, simply email or give our support team a call to process your cancellation. If you signed a 3-year contract, you will be responsible to pay the original discount you were provided at the time of purchase.

• Is my home system under warranty?

  Your Dominion Energy Solutions system and installation come with a one-year warranty.

• Does owning a home security system reduce your home insurance premium?

  Many Dominion Energy Solutions customers report savings of up to 20% on their homeowners insurance – contact your insurance provider to see what type of benefits you could receive by installing a smart home security system.

• Does it really cost $0 to lease my smart home equipment?

  That is correct! Our leasing program allows you to enjoy your new Smart Home immediately, breaking up your purchase into low monthly payments. Your cart subtotal needs to be at least $325.00 after any discounts have been applied in order to qualify.

System & Setup

• How does my home system communicate?

  Your control panel is built with multiple wireless radios and a cellular module, for dual path communication through in-home Wi-Fi and LTE. Your system can communicate up to 100 feet from panel to sensor, which keeps it connected even when the power goes out, giving you peace of mind that you’re still protected.

• How will my home system be monitored?

  Unlike traditional systems that typically only alert you if the alarm goes off, our systems monitor the activity across your home’s sensors 24/7, whether your system is armed or not. This means your system can be useful in both emergency and non-emergency events. All the signals from the security system are sent over a dedicated secure cellular connection for fast and reliable communication. In the event of an emergency, that signal is instantly sent to a Central Monitoring Station, managed by Dominion Energy Solutions, and staffed 24/7 by professional monitoring personnel. The trained staff members receive these real-time alarm signals from the system, and immediately dispatch emergency response. Non-emergency alerts are processed by Dominion Energy Solutions and sent out based on the rules that you define during system setup. For example, you may choose to receive an alert when the front door opens between 12-2pm so you know that your dog walker showed up.

• How many notifications will I receive from my home system?

  Dominion Energy Solutions’ Always-On technology keeps you notified of any activity you deem important, whether your system is armed or not. This means you can receive notifications when a door or window is opened, if a medicine or liquor cabinet is opened, when someone disarms the system, or even adjusts the thermostat. These can be sent to you as a push notification, text message, or email, depending on your preference. Some notifications, such as system arming, low batteries and loss of system communication will be set up for you by default—our support team will be happy to help you customize them depending on what you’re most interested in.

• Can I assign multiple user codes?

  Yes. Your panel can support up to 242 user codes to handle all your household members, and whoever else you decide should have access to your home or business (relatives, trusted employees, etc.) Each designated user will be able to arm and disarm the system with their individual code, and you can set specific permissions for each user – for instance, so that kids can remotely lock doors but not adjust the thermostat.

• Where can I download the BrightSuite mobile app?

  Download our Android and iOS (iPhone, iPad and Apple Watch) here: Android iOS

• Will my system need an alarm system permit?

  Alarm system permit laws vary greatly between towns and jurisdictions, so we recommend that you check with your local municipality to determine whether any licenses or permits are required. Permitting happens after installation, so once you’ve received your permit please send your permit number and any other relevant information to solutions@dominionenergy.com or give our support team a call.

• Who should I contact in the event of a false alarm at my home?

  If you experience a false alarm at your location, please give our monitoring station a call at 800-932-3822. We’ll verify your identity with your verbal passcode, and will then quickly cancel any emergency services that have been dispatched.

• What happens if I’m in a duress situation at home?

  While we hope that never happens, your system has a built-in feature called a “Duress Code” specifically for situations like this. For more information, or to set up a code, please contact our customer support team.

Hardware

• Is my Dominion Energy Solutions system hard-wired or wireless?

  Your system is completely wireless, communicating through in-home Wi-Fi and LTE. No wires or holes in your home, no wires to cut or disable, no landline necessary. Your system emits a wireless transmission that will notify your alarm monitoring company, using technology similar to that of your cell phone.

• What kinds of video cameras are offered?

  Dominion Energy Solutions works with indoor and outdoor, wired and wireless, and fixed video cameras, all of which can send live video and recorded clips right to your phone. You’ll get the benefit of intelligent clip capture, instant video alerts, anytime mobile access and real-time streaming. With the newest cameras offering features like 1080p HD quality recording, automatic people/animal/vehicle detection, and night vision, you’ll have better visibility into your home.

• Will my pets trigger my motion sensors?

  Pets that are under 40lbs will not trigger your motion sensors. To avoid false alarms triggered by larger pets, we suggest you follow the recommendations provided to you with your security system and avoid placing sensors in high-traffic areas that your pets typically visit.

• How do I order additional equipment from Dominion Energy Solutions?

  To order additional products, simply log into your Dominion Energy Solutions account, and navigate to the All Products page. Choose your products, add to cart, and check out as normal. As with your initial Dominion Energy Solutions system, the items that you purchase will determine whether you can set it up yourself, or if you’ll need to schedule one of our licensed Professional Installers to set it up for you. Note: your service plan will automatically update on your next billing cycle if you purchase an item in a higher service plan.