FAQs
Listed below are our most frequently asked questions. Please click on any of the links to immediately jump to that specific question:
- I don't have a broadband connection - can you arrange one for me ?
- Will my mobile phone work ? Is it compatible ?
- Are there any other costs involved ?
- How big is the LiveView system?
- What is it fixed to?
- Where do all the cables go?
- How big an area does the video cover?
- What do I do if the neighbours complain?
- Where is video recorded and how long does the recording last?
- What do I have to replace?
- Can I get a reduction in my insurance?
- If the camera stops working what do I do?
- Can the police use the video as evidence?
- Can the camera be totally concealed?
- Can I pay by instalments?
- How long will the camera last?
- What colours do the cameras come in?
- How long does it take to install and be in working order?
- How do I know the camera is on and working?
- How do I a switch off camera?
- How much energy does the system use per month?
- What happens if a camera gets dislodged?
- What is the best course of action when I get an alarm message?
- How secure is the system in preventing unauthorised access to video images?
1. I don't have a broadband connection - can you arrange one for me ?
A: Yes, no problem. If you order a LiveView system we will arrange this free of charge. You'll only have to pay the normal monthly fee to your Internet Service Provider and of course you'll also be able to use your broadband for accessing the internet too.
2. Will my mobile phone work ? Is it compatible ?
A: Please check on the list of compatible accessories. It must have internet browsing capability and mostly all phones that run on Microsoft Windows Mobile and Symbian Series 60 operating systems are compatible. We can arrange mobile phone upgrades, if necessary, to a compatible phone.
Click here to download a PDF containing a list of all supported accessories with LiveView Remote Video Monitoring Systems.
Mobile network operators charge a fee for browsing the internet so it is worth checking to see what tariff you are on to see if it is cheaper to pay a fixed fee per month. These give you effectively unlimited browsing and typically cost £7.50 per month.
3. Are there any other costs involved ?
The system installation cost is a one off payment.
LiveView offer an optional support package which provides text and e-mail alerts, software and firmware upgrades and a technical support help-line.
4. How big is the LiveView system?
A: The HomeCam video gateway is typically the size of a SKY box or digital video recorder. Outdoor cameras vary in size although most HomeCam users usually want discrete cameras approximately the size a man's hand rather than large CCTV style cameras. Indoor cameras are typically no larger than a standard burglar alarm infra-red sensor.
5. What is it fixed to?
A: The video gateway is normally positioned as close as possible to the cameras. For external cameras, usually fixed to the facia/sofit boards of a house, this is in a loft. For internal cameras the gateway is ideally sited near to where the internet (broadband) connection and router are. Your surveyor will help you to decide the best locations for the equipment and cameras.
6. Where do all the cables go?
A: We try to discretely hide cables as much as possible and position the gateway so that the least cabling is required. The gateway needs to be wired to cameras, power and the internet. If the video gateway is in the loft it is quite easy to hide cables to external cameras leaving a single cable to connect to the broadband router and another for power. The internet connection cable is normally taken down the side of the house alongside cables from the TV aerial or SKY dish. We can, if preferred use a USB Modem (Mobile Broadband connection) or home plug ethernet adapters using your existing household power supply and 13A sockets. The power is normally taken from a standard 13A plug socket. If internal cameras are also being installed the gateway is often positioned in either in a built-in wardrobe, cupboard or near the broadband router connection. Internal cameras require a single cable for signal and power. If preferred wireless cameras can be installed although there is the risk of signal interference and image quality is often marginally less for the same cost.
7. How big an area does the video cover?
A: This depends on the cameras. During the survey our surveyor will determine what you want from each camera and recommend a camera to suit the application.
8. What do I do if the neighbours complain?
Privacy is a very serious consideration and, as installers, we have a duty of care to ensure that you can not intrude on your neighbours privacy. However once explained, we find that in most cases neighbours look upon the increased security very positively, providing of course that it does not intrude on their privacy. Often they are then interested in a system of their own to compliment and add to the areas monitored by yours.
9. Where is video recorded and how long does the recording last?
A: Video is recorded onto the gateway's hard-drive which are 160GB to 500GB depending on the model.
How long it lasts depends on the quality of video recorded and whether it is configured to record continuously or by event.
A single camera recording continuously at 10fps/96Kb SIF (MPEG) will fill approx. 1GB per day. ie:
160GB Hard disk drive - 160 days (4 cameras = 40days)
250GB Hard disk drive - 250 days (4 cameras = 62 days)
500GB Hard disk drive - 500 days (4 cameras = 125 days)
Of course recorded video can be downloaded onto a PC at any time and when the hard drive is full new video records over the oldest recordings first.
10. What do I have to replace?
A: Once installed and operational there is nothing to replace.
11. Can I get a reduction in my insurance?
A: It is worth checking with your insurance provider to see if they offer reduced insurance premiums for CCTV and the additional security it provides.
12. If the camera stops working what do I do?
A: If a single camera is lost we make a quick check with our Multi-Client software to confirm a signal. If video from all cameras is lost it is worth checking that your internet connection is still working. If problems persist we ask that you contact our technical support and they will be pleased to help.
13. Can the police use the video as evidence?
A: Yes. Even identification of a trainer or hoody is often useful to help catch a culprit. The SerVision video gateway also has video authentication which includes a digital signature in each video frame so that investigators can confirm that video streams have not been tampered with.
14. Can the camera be totally concealed?
A: We offer a variety of cameras, from those that are conspicuous or indeed small cameras that can be discretely placed under the roof of a house.
15. Can I pay by instalments?
A: Please ask our sales team for details.
16. How long will the camera last?
A: In normal operating conditions cameras are manufactured to last for many years.
17. What colours do the cameras come in?
A: Cameras bodies are usually silver, black or white.
18. How long does it take to install and be in working order?
A: A four camera system can be typically installed in the same day.
19. How do I know the camera is on and working?
A: You should always be able to see camera video on your PC, laptop, monitor or mobile phone. If not we ask that you call our technical support.
20. How do I switch off a camera?
A: Simply disconnecting the power to the camera.
21. How much energy does the system use per month?
A: The power consumption of a 4-camera system is equivalent to less than a 40W light bulb.
22. What happens if a camera gets dislodged?
A: If a camera is dislodged the viewing field will be instantly changed and seen on the system. Re- fixing the camera will be required.
23. What is the best course of action when I get an alarm message?
A: The appropriate response to an event is for you to decide, contact the emergency services, a friend or neighbour...
We also offer a remote monitoring service staffed by dedicated, professional and caring staff at a Monitoring Response Centre; who are always available 24 hours of every day, every day of the year (including Bank Holidays).
All our systems come with AVV functionality (Alarm Video Verification). As an extension of the e- mail/MMS/text message notification system AVV gives recipients quick and easy access to video of the events. When AVV is enabled, video gateways upload full-length video of each sensor- triggered event they detect to an FTP server. At the same time, the video gateways send e-mail notification about the events to the users. Each e-mail includes a snapshot of the first frame of the video, so recipients can get a quick grasp of the situation that triggered the notification. Recipients can easily access the complete video clip by clicking the snapshot. The clip is then automatically downloaded from the AVV server to the recipients PC or mobile phone for playback.
24. How secure is the system in preventing unauthorised access to video images?
A: There are three levels of security to prevent unauthorised access to video. The first is secure operating systems with the SVG range using the secure system Linux. The second level is users can not access video over the internet without the SerVision client software and the third level is a User Name and Password. These can be changed at anytime by the system owner.
