Orlando Security Dealer: Phone Malfunction Putting Customers at Risk

After Bright House Networks deployed a new phone platform, an alarm company owner says phones are not properly carrying tones his alarm systems use.

ORLANDO, Fla. -The owner of a local alarm company here said hundreds of customers are at risk due to a technical glitch with Bright House Networks’ phone systems.

John Lane of Lane Electronics told WESH-TV, an NBC affiliate, the problem means customers are left without the police, fire or medical alarm services they depend on to keep them safe.

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Because of a recent change in Bright House Networks’ phone platform, Lane said phones are not properly carrying the tones his alarm systems use.

Lane sent out urgent letters to between 200 and 1,000 customers to call Bright House to test their alarms.

Customer Michael Ponds said his home alarm is not working.

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“We set the alarm off Wednesday – the police, fire rescue, nobody was called,” Ponds said.

“It’s scary,” Ponds said. “I travel for business. My wife and three kids are here. An alarm system is something you assume is going to work.”

A Bright House spokesman assured WESH 2 News the problem is not widespread.

But Lane said Bright House has been unresponsive for more than a month and his company is taking a financial hit.

“It’s killing us,” Lane said.

Late Monday afternoon, Bright House told WESH 2 News it works with all major third-party home alarm companies and that it has reached out to the owner of Lane Electronics to resolve any outstanding issues.

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