Entry System FAQs

Before opting for our door entry systems, we are fully aware that you may still have a number of questions. We have put together a number of frequently asked questions surrounding access control systems, so that you can gain a more in-depth understanding of our products before making a decision.
Explore some of the most frequently asked questions below:

The Telguard Intercom can be used any numbers of entry or exit points, from single dwellings through to a high-density block of flats or offices. The Telguard range of products work on the 4G LTE mobile networks and are 4G LTE backwards compatible allows access across 4G, 3G, and 2G . The Hy-Can Customisable range is also available in landline versions.
How Does Access Control Work
  • Telguard operate on a strict trade only policy. You need to be a reputable installer (Minimum of a NICERC registration required) of access control, security systems and or gates / barriers with the requisite electrical, IT or tele-communications.
  • If you are a current customer, you can use our Online Shop. If you would like to set up an account, please contact our sales department.
  • If you are not an installer, please feel free to speak with our Sales department for further information and finding a local installer.
Please email your full address and the phone number(s) you would like removed to programming@telguard.co.uk. The programming team will then remove your number(s) from the panel(s) and email you back once removed. Removals are free of charge.
  • The Telguard system can be remotely reconfigured, either by your Installer, or by coming to Telguard directly. Please be advised there may be a charge for this service.
  • If you wish to submit a programming request, please fill out the form located here: https://www.commtel.tech/programming-changes
  • Once submitted you will receive a response regarding charges if applicable and once the change has been actioned.
All Telguard Units come with a 2-year return to manufacture warranty and programming support cover.
  • The return to manufactures warranty covers all parts and labour, for manufacturing faults, should you experience any faults with the Telguard unit (please note this warranty does not cover the removal or re-installation of the Telguard unit).
  • Our programming support covers all programming request and technical support, such as telephone number and entry code programming changes.
  • 3 relays are standard – additional relays options
  • Internal Time Clock with 9 time zones
  • BST to GMT Automatic
  • Activity Log
  • Installer programmable
  • Dial to open feature with 900+ authorised numbers
  • SMS Alerts
  • SMS to Open/Latch/Unlatch
  • SMS balance check
  • Up to 400 Access Codes between 2-8 digits Including * and # on all units with a keypad
  • Divert up to 7 additional numbers per call point
Our 4G LTE Telguard Units require a MIRCO SIM
All networks are compatible (apart from GiffGaff) and a minimum of 10mb of data is required
Yes. We have different tariffs available depending on your site requirements. Head to our SIM page (Link here) to find out more?
Please register your details on our online form at www.commtel.tech/sign-up
We will require the following information:
  • Name
  • Address
  • Email
  • Phone Number
  • Last 6 digits of the ICCID number (long number under the barcode).

  • Once the account is created you will receive an email with a secure link to add your payment details. We will then activate the SIM and provide you with the SIM telephone number.
Yes. Please follow this link to find the which app works with your intercom: https://www.commtel.tech/apps
Answer the call as normal, and once you have confirmed the identity of the visitor you simply press the # key (by default) and this will trigger the operating equipment. You should hear a tone down the line confirming this has been accepted and the call will be dropped, or if you do not wish to allow the visitor access, simply hang up the call.
We recommend enabling ‘Call Waiting’ on your phones so you can see the additional call coming through. You can then put the original call on hold to answer the intercom, or it can be ignored. If you phones creates an engaged tone, the Telguard will automatically divert to the next number where applicable.
If voicemail is enabled, the system is unable to divert once this has answered. The visitor can leave a message or cancel the call by pressing the ‘Clear’ button.
If the Telguard Panel is out of warranty or not under a support agreement, programming is charged at £30 + VAT
We aim to have your request completed within 1 to 2 working day. Please provide was much information as possible when completing our online programming request form to ensure your request is processed without delay.
The intercom supports mobile phone numbers, landline numbers and international numbers. You can have up to 8 numbers connected, they will be rung in sequence meaning the 1st number will be called and if it fails it will divert to the next number after 10-30 seconds depending on the system configuration*.
  • *If a voicemail is present on the number that the intercom is dialling it might be worth increasing your voicemail pick up time to allow the intercom to ring you for the full ring time before it diverts. If the intercom reaches a voicemail system before diverting it will not continue to call the other numbers as this will count as the call has been answered.
Technical Assistance:
  • +44(0)1306 710120 – Op. 1
  • support@telguard.co.uk
Sales Enquiries:
  • +44(0)1306 710120 – Op. 2
  • sales@telguard.co.uk
Accounts:
  • +44(0)1306 710120 – Op. 3
  • accounts@telguard.co.uk
Telguard Telecom:
  • +44(0)1306 710120 – Op. 4
  • customerservice@telguard-telecom.co.uk
  • Monday 8:30 – 17:00 (8.30 – 9.30 Staff training, skeleton staff answering phones)
  • Tuesday: 8:30 – 17:00
  • Wednesday: 8:30 – 17:00
  • Thursday: 8:30 – 17:00
  • Friday: 8:30 – 17:00
  • Saturday: Closed
  • Sunday: Closed