If you are already a customer and something needs sorting out, you are in the right place. This is not the sales route — it comes to the people who look after live sites.
Something is happening now
Phone, do not email.
If it is urgent, call 01472 352462. The line reaches an operator, not a queue, at any hour of any day.
Your contact details have changed
This is the single most useful thing you can do for your own site, and it takes minutes. Send us your current contact list — names, numbers, and the times each person is available — and we will update your site profile.
Contact lists rot faster than anything else on a site. People leave, numbers change, and an escalation ladder that ends in an unanswered phone is not an arrangement, it is a hope.
A call to us did not reach an operator
We want to know. Report it to info@echeloncic.com with the time and the number dialled, and it will be investigated against our call records.
Where repeated failures to connect occur, they are escalated to our own on-call senior management so a person — not a process — decides what happens next.
Your site keeps false-alarming
Tell us and we will look at what is causing it rather than simply absorbing it. Every activation is assessed before anyone is called out, but a site generating repeated activations is a problem worth fixing — a customer who stops trusting their own alarm is a worse outcome than a service call.
Something about the site has changed
New cameras, a moved gate, different opening hours, a contractor who will be working late for the next six weeks. Send it over and we will update the profile. We would rather know in advance than call you about it at midnight.
Your alarms were being monitored by IBWEST
IBWEST has gone into administration and is no longer monitoring alarms. Unless alternative arrangements have been made, nobody is.
Echelon does not hold your details — we are not permitted to. If you want us to take over monitoring, you need to contact us so we can set you up. Call 01472 352462 or email us.
Not sure who to ask?
Send it here anyway and we will route it. If it is urgent, phone instead — that always reaches somebody.