nstallation Support

Installers looking for information on how to install our latest STUs can find what they need using the downloadable guides available here:

Technical Helpdesk

For faults, technical enquiries and free product training contact our Technical Helpdesk team directly.

>> Contact us

FAQs for Installation

  • How do I get trained on Redcare?
    You can find a number of training videos on our YouTube channel RedcareTV or alternatively contact our technical helpdesk.
  • How can I report a "line fault" on the telephone line?
    A "line fault" message does not always indicate a fault on the telephone line. Failure of the Redcare signal is known as a NO RESPONSE.
  • Whilst in "line fault" condition:
    If you or the customer are able to use the line for a telephone call and Redcare "chirps" can be heard, this indicates that the connections to the local exchange and the Redcare network are intact. The problem is most likely in the alarm equipment or STU.
    NOTE: You must listen for "chirps" for a minimum of 2 minutes.
    If you or the customer are able to use the line for a telephone call but Redcare "chirps" CANNOT be heard, the connection to the local exchange is intact but the connection to Redcare's network is probably faulty. You should report this problem to the Redcare Technical Helpdesk on your 0800-telephone number (this can be obtained from your Alarm Monitoring Centre).
    NOTE: You must listen for "chirps" for a minimum of 2 minutes.
    If you or the customer are UNABLE to use the line for either a telephone call or Redcare, the line is faulty and should be reported to 151 for residential customers or 154 for business customers.
    NOTE: You must listen for "chirps" for a minimum of 2 minutes.
  • My alarm panel is showing a local line fault but the Alarm Monitoring Centre has not received a No Response signal.
    Many alarm panels use line voltage as a measure of line continuity. However, loss of telephone services or line voltage does not always indicate a failure in the Redcare monitoring network. Redcare does not require line voltage to operate and will function as long as a copper connection is maintained between the local telephone exchange and the customer's premises.
    BT does not guarantee the delivery of any specific line voltage conditions.
    An STU may be connected to an earth-calling line (a line which does not have an "on hook" 50v DC voltage). In these conditions, fit a 44855-7 processor chip in IC1 and program the NVM for earth calling (see installer handbook).
  • My Redcare tones are too loud. Can they be turned down?
    The audible Redcare tones are sometimes called "chirps". All Redcare telephone line installations are designed to suspend the "chirps" when the telephone is in use or the handset is "off hook". If a customer is complaining of hearing the chirps this is a fault condition known as Polling over Speech. The chirps would be heard at approximately 2-minute intervals.
    1. If a PABX (switchboard) is in use refer to the Redcare interworking list for advice.
    2. If the polling is more or less frequent than 2 minutes the problem should be discussed with the Redcare Technical Helpdesk.
    NOTE: occasionally a chirp is heard shortly after a call commences. If no subsequent chirps are heard, this is normal and is caused by a request being sent by Redcare just before a call is made.
  • When is the best time to call the Redcare helpdesk?
    The helpdesk is open 24 hours per day, but if possible please try to avoid times when we are unable to provide maximum staffing, eg at lunchtimes (1200-1400 hrs).
  • How can Redcare be working when the telephone line isn't working?
    Whilst the telephone number may not work, the copper connection into the building remains intact. If the Alarm Monitoring Centre has not terminated the Redcare service, Redcare monitoring will normally continue over the "dead wiring".
    BT informs Redcare when a phone line has been suspended but we require your confirmation before removing Redcare. Please don't forget to do this otherwise we cannot be certain that reallocation of the telephone line will not affect your customer's security.
  • Why have I been sent to the customer's premises before the STU has been enabled?
    The Redcare Order Processing Team in Liverpool notifies the owning Alarm Monitoring Centre when the STU has been added and enabled. Alarm installers should not visit customers' premises until this has been confirmed with your Alarm Monitoring Centre.
  • Why can't the line be tested before I visit the customer to commission the Redcare service? Why are so many BT92a's on the wrong line?
    Redcare has an automatic test system which allows BT engineers to initiate chirps on the line to which the BT92a should be fitted. They are able to listen to the chirps to confirm that the block is fitted correctly. Any failure during the testing of the block terminal installation transfers the BT engineer to the Technical Helpdesk for diagnostic testing.
  • What do I do if I cannot get the STU to respond when it is "upped"?
    Contact the Alarm Monitoring Centre and ask them to "up the STU". While the "upping chirps" are being sent, lift the telephone handset and listen for chirps. These should be audible every 8-10 seconds. If they are, the Redcare monitoring network is functioning correctly and the problem is with the STU.
    If you are converting a digital communicator to Redcare it would be beneficial to try the above before any work is started on the digital communicator. This will prove that Redcare is functioning before removing the digital communicator.
  • What do I do if I'm on site for a change of service and the new STU number will not "up"?
    There will be two BT92a's fitted on the separate lines (one for the old STU & one for the new STU). The most common reason the new STU will not "up" is because the STU retains the memory of the OLD STU number and will not lose this until it has been POWERED DOWN & THE BACKUP BATTERY REMOVED. Once this has been done, the new STU should up. If not, follow the reporting procedures for No Response faults.