Frequently Asked Questions

Look here to find answers to questions you may have.

Frequently Asked Questions

Below are many of the typical questions and answers people have about home security systems and smart homes. Didn’t find the answer you were looking for? No problem. Just contact us through one of the methods above and a Constellation Connect specialist will be able to answer your question.

What is Constellation Connect?

A. Constellation Connect is a DIY, professionally monitored home security and home automation solution. We offer a variety of pricing options and monitoring plans to meet your needs. There are no contracts required.

I am interested in home security but am not sure what I need?

A. With Constellation Connect, you never have to worry as our system is flexible to meet your needs. Start with one of our packages and add any additional devices or contact us at 888-918-7128 for more assistance in configuring the perfect package for your individual needs.

How does Constellation Connect compare to other home security solutions on the market today?

A. Constellation Connect is a complete home security and automation solution brought to you by one of the nation’s leading home energy and services providers. Constellation Connect’s professional monitoring service is approved by the FDNY, the Security Industry Association, is UL-listed and recognized by the BBB. Unlike others, Constellation Connect is a complete DIY solution, with no contracts, and low-cost monitoring. It is interoperable with more of the things you want like Amazon Alexa and Nest.

I’m concerned about keeping my family safe while being informed about what is happening in my home when I’m not there.

A. Constellation Connect blends the best of home security and home automation to put you in control of your house and your family’s safety. Our professional monitoring service will make sure that emergency services are notified should the need arise and provide you with alerts and notifications for those things you care about most.

Do I need a monitoring plan?

A. We strongly recommend that you choose our professional monitoring plan for $24.99 per month. It will dispatch emergency services should the need arise, and provide cellular backup in the event of a power outage. The system will work without a professional monitoring plan but, at a minimum, we recommend that you add our $9.99 cellular backup plan in the case of a power outage.

Installation & Setup

Can I install the Constellation Connect system myself?

A. Yes. Constellation Connect is designed to be installed by the customer. We have made every effort to make installation and set up quick and easy, but, rest assured, we are here to answer any questions you may have.

Do I need tools to set up Constellation Connect?

A. No. You can install your Constellation Connect home security and automation solution without any tools using the 2-way adhesive tape included in your package.

How many door/window sensors do I need?

A. Constellation Connect can be configured for your individual needs. We minimally recommend sensors be placed on entry/exit doors and all first floor windows (individually or alternatively via motion sensor).

Is a hub required for use Constellation Connect?

A. Yes. The Constellation Connect Hub is more than a traditional hub in that it maintains a battery for backup (requires subscription), provides cellular connectivity in the event of internet disruption, and controls your home security and smart home devices.

Where should I install my Motion Sensor?

A. Motion sensors are best used in locations where you wish to initiate an action of your system based on movement. We do not recommend installing a motion sensor near an entry door as the motion sensor may trigger an action without any entry delay.

Do I need to keep my computer on and logged in to my Constellation Connect Hub all the time?

A. No. Constellation Connect continues to work all the time, 24/7 regardless of whether your computer is on or off.

Why isn’t there a control panel? What about key fobs?

A. For your convenience as an alternative to a keypad, we have included 2 or more key fobs with every order providing you with the convenience and control of a keypad in a simple, easy-to-use device. Additionally, with Constellation Connect's mobile app and geofencing you can automatically set your system to change modes or automate scenes based on your location.

Can I add a device if there’s no Device Wizard for it?

A. For your convenience, we have created templates inside of the Constellation Connect App and online account for the most common devices that can be controlled with Constellation Connect. If you subscribe to one of our monitoring plans, additional devices and home automation control are included. If you have a device that you required assistance setting up that does not have an associated template, please contact Constellation Connect support at 888-918-7128 for assistance.

What if I can’t connect to my Constellation Connect system through my app or online account?

A. If you can't connect to your Constellation Connect system, make sure your internet connection is good and check the network cable on your devices. Check the lights on your Constellation Connect Hub to ensure that the network light is solid green and not blinking. If your light is blinking, check the network cables in your home and try resetting your router. For additional support, please contact Constellation Connect support at 888-918-7128 for assistance.

How do I set up notifications for my Constellation Connect system?

A. Your Constellation Connect system will by default notify you of any alerts or alarms. You can customize these and other notification settings through "My Modes" accessible from the Dashboard of your Constellation Connect app or online account.

What can you do with Modes and Scenes?

A. Constellation Connect provides you with two easy ways to control your system. On the Dashboard of your app or online account, you can easily slide for the action you want for each device in Home, Away, Stay and Vacation Modes. You can also create a scene, or automation to initiate a particular behavior based on conditions that you determine.

How do I set up my account?

A. Please refer to the Quick Start Guide which came in your shipping box. To view a PDF of the Quick Start Guide, click here or call our customer support at 888-918-7128.

Where can I find the serial number of my Constellation Connect Hub?

A. The serial number of your Constellation Connect Hub can be found on the underside of your hub.

Can I have multiple Constellation Connect Hubs?

A. Yes. You can have multiple Constellation Connect Hubs set up in your home if the need arises, or in different locations tied to the same account should you choose.

Can I connect my Constellation Connect Hub wirelessly?

A. Yes. Your Constellation Connect Hub is designed to work wirelessly as well as connected directly to your network via ethernet cable.

Can I have my Constellation Connect System professionally installed?

A. At this time, Constellation Connect does not offer professional installation, however, your system is designed to be installed by you and our support team is here to assist you with any questions you might have during your installation at 888-918-7128.

Can I set up my Constellation Connect Hub and add devices with my mobile device?

A. Yes. Constellation Connect is designed to be set up through your mobile device or online account.

Do I need a landline phone in my home?

A. No. Constellation Connect is designed to work through your local broadband network or over the Backup Cellular Network in the case of an outage (plan required).

Do I need any special equipment, computers or software to install Constellation Connect?

A. No. Your Constellation Connect Hub and devices are designed to work independently and only require a broadband connection.

How do I get started?

A. Getting started is easy. Purchase one of our kits, select additional devices and choose a monitoring plan at shop.constellationconnect.com.

If I forget to pair a device during set up, can I add it later?

A. Yes. Simply go to Add Device from the devices tab on your mobile app or online account.

What should I consider when choosing a location for my Constellation Connect Hub?

A. We recommend placing your Constellation Connect Hub centrally within your home to provide the greatest range and flexibility. Your Constellation Connect Hub also has an integrated siren to alert you of any alarms and a cellular radio (plan required) in case your local internet is down.

When I start adding devices, how long should it take to pair them to the Constellation Connect Hub?

A. Typically, once you initiate the Add Device Wizard your device should pair within 60 seconds.

When pairing devices to the Constellation Connect Hub, how close do I need to be to it?

A. We recommend you pair devices within 10 feet of your Constellation Connect Hub.

Which device should I set up first?

A. Start by setting up your Constellation Connect Hub and following the instructions included with your device, or use the guided setup in your mobile app or online account.

Monitoring

What type of monitoring is provided by Constellation Connect?

A. Constellation Connect provides both professional monitoring (recommended) and self-monitoring.

What is the difference between professional monitoring and self-monitoring?

A. With professional monitoring, you'll have extra assurance that police, fire and medical services will be called automatically if there is a problem.

Is your monitoring center certified?

A. Our monitoring facility provides nationwide service and is certified by Underwriters Laboratories (UL), FM Approved for central station service for fire alarms and protective equipment supervision and NYFD Approved and Installation Quality (IQ) certified.

Who do I contact in an emergency?

A. For life threatening emergencies, call 911. For non-life threatening emergencies, contact the Constellation Connect Professional Monitoring Center at 844-639-4017.

Connectivity

Can I use my own SIM card for cellular connectivity?

A. No. At this time you are required to use the pre-installed SIM card.

What is the range of the Constellation Connect Hub?

A. The security sensors use a proprietary signal that typically has a range of up to 500 feet. Other devices, typically ZigBee and Z-Wave, have a range of 150 feet, however, environmental conditions can improve or limit the range. Please be advised that home/building materials can affect range.

How long will the batteries last?

A. Typically the batteries in your security sensors will last up to 5 years, and most other ZigBee and Z-Wave devices will have an average battery life of 1-3 years. In most cases, other than with the Constellation Connect Hub, the batteries in your device are replaceable.

Is my Constellation Connect system vulnerable to hacking?

A. Though ultimately anything connected to the internet is vulnerable to hacking, your Constellation Connect Hub and connected devices are better protected, and more secure than most other home security and automation systems. Your Constellation Connect system uses state-of-the-art encryption to communicate with your hub. Your Constellation Connect Hub also uses its own Wi-Fi network for cameras and other devices, adding another extra layer of protection. While no system can be absolutely 100% hack proof, be assured that Constellation Connect is committed your safety and security.

Why can’t I remotely access my controller?

A. If you are unable to access your Constellation Connect system remotely, it may be that your firewall is restricted. In a normal situation when your Constellation Connect Hub is able to connect to the internet like a normal computer, there should be no issues.

How do you reset your Constellation Connect Hub?

A. To reset your hub, you will need to press the reset button 3 times in under 6 seconds. The network settings LED will blink to confirm that your hub will restart and connect to the network.

How do you factory reset your Constellation Connect Hub?

A. To factory reset your hub, you will need to press the reset button 6 times in under 6 seconds. The power LED will blink to confirm that your hub will factory reset and reboot.

How do Z-Wave devices go out of range or stop working?

A. Each wall or obstacle (e.g. refrigerator, big screen TV) between the remote or a Z-Wave device and the destination device will reduce the maximum range by approximately 25-30%. Brick, tile or concrete walls block more of the Z-Wave signal than walls made of wooden studs and plasterboard (drywall). Wall-mounted Z-Wave devices installed in metal junction boxes will suffer a significant loss of range (approximately 20%) since the metal box blocks a large part of the Z-Wave signal.

How can I extend the range of my devices?

A. There are products available to extend the range of your devices, but you must match the range extender (repeater) with the technology of the device or devices you wish to extend (e.g. Wi-Fi, Z-Wave, Zigbee).

Why does Constellation Connect use multiple communications solutions?

A. We use multiple communication solutions to maximize the compatibility of devices that will work with Constellation Connect.

Do I need to move devices close to the hub to pair them?

A. Typically, we recommend pairing devices to your Constellation Connect Hub when they are 10-25 feet away.

What’s the difference between Z-Wave and Wi-Fi, and what’s Zigbee?

A. These are different communications standards used by different device makers. Your Constellation Connect Hub is compatible with Z-Wave, Zigbee, Wi-Fi and 345 MHz.

What happens if my internet goes down?

A. If your internet goes down, your Constellation Connect system will automatically switch to the cellular backup if you subscribe to one of our monitoring or cellular backup plans.

What do I do if I have trouble with a compatible device?

A. If you are having problems with your compatible device, such as a Nest Thermostat, Amazon Alexa or a Schlage lock, you should contact the manufacturer directly. The Constellation Connect support team will only be able to help with the connection of these devices to your system.

Will Constellation Connect connect to my existing home security system and devices?

A. No. The Constellation Connect system is not designed to work with your existing home security system.

Can I use my existing Wi-Fi camera with Constellation Connect?

A. Yes. You should be able to connect a standard IP camera to your Constellation Connect Hub, however, some functionality may be limited depending on your camera (e.g. motion detection).

Product & Compatibility

What is a motion sensor?

A. Motion sensors detect any kind of movement in your home. Motion sensors can be used to turn lights on/off or trigger any other device connected to your Constellation Connect system in addition to notifying you of unwanted movement or entry to your home.

Is there a smoke detector or carbon monoxide detector?

A. Yes, we offer an integrated smoke detector and carbon monoxide detector.

Is the Constellation Connect smash-proof?

A. Yes. The Constellation Connect Hub has an internal battery and cellular backup radio which will communicate with Central Station Monitoring even if the hub is tampered with.

How long will the battery backup work?

A. On average, the battery inside your Constellation Connect Hub will last 12 hours.

Don’t all smart home devices like door locks and thermostats and cameras, have their own apps?

A. Constellation Connect allows you to manage and control all of your compatible security and smart home devices in one app. Additionally, most connected devices have an app or application that can be used independently.

What warranty comes with my Constellation Connect system?

A. Constellation Connect comes with a 3-year warranty from day of purchase.

How do I return a product?

A. Constellation Connect offers a 60-day money back return policy. Please contact support at 888-918-7128 to obtain a return shipping label for your equipment.

Can I get next day delivery of my Constellation Connect system?

A. Yes. In most cases, expedited shipping is available for an incremental fee of $49.99.

Can I return my system?

A. Yes. Constellation Connect offers a 60-day money back return policy. Please contact support at 888-918-7128 to obtain a return shipping label for your equipment.

Should I return the entire system if one device is defective?

A. No. Please contact support at 888-918-7128 to help us troubleshoot your device. If after that process the device component is determined to be defective and the device is within the 3-year warranty period, support will issue a return shipping label and send out a replacement device.

Will I be refunded any monitoring fees if I cancel service?

A. No. With Constellation Connect you are billed in advance monthly. When you cancel, your services terminate at the end of that billing cycle.

Does Constellation Connect work with Amazon Alexa?

A. Yes. Constellation Connect works with Amazon Alexa including Echo and Echo Dot. Simply connect your system using the Add Device Wizard in your Constellation Connect app or through your online account.

Does Constellation Connect work with Nest thermostat?

A. Yes. Constellation Connect works with the Nest series 3 thermostats. Simply connect your system using the Add Device Wizard in your Constellation Connect app or through your online account.

What type of mobile device do I need to use Constellation Connect?

A. Constellation Connect is designed to work with iPhone and Android mobile phones running the most current version of the operating system. Minimum hardware requirements for the iOS app are iPhone 5s and above, iPad Air 1 and above, and iPad mini 2 and above.

Do I need to have a smart phone to use Constellation Connect?

A. No. Constellation Connect is designed to work with your mobile device including iPhone and Android devices, but a mobile device is not required. You can set up and control your Constellation Connect system through your online account.

Does Constellation Connect work with Apple HomeKit?

A. We'll be adding support for Apple's HomeKit framework some time this year (2018).

Use

Where should I place my hub?

A. We recommend that you place your Contestation Connect Hub centrally in your home.

Can I use Constellation Connect if I have a pet?

A. Yes. Constellation Connect provides virtually unlimited configurations including those that accommodate pets, such as pet-sensitive motion sensors, door/window sensors that do not detect movement.

What is the range of the motion sensor?

A. Depending on individual placement and installation, the range will vary. A typical installation's range is 25 feet.

How do I use Constellation Connect?

A. We recommend that you use your mobile (iOS/Android) device to set up and control Constellation Connect, but some features may be easier to configure through your online account.

How can Constellation Connect incorporate new devices if they haven’t been invented yet?

A. Constellation Connect works with the most common types of wireless connectivity, including ZigBee, Z-Wave, Wi-Fi, Bluetooth and 345 MHz. Adhering to standards allows Constellation Connect to maintain its versatility and flexibility for future devices.

What is the Dashboard and how do I use it?

A. The Dashboard is a collection of the most common tasks including current security status, arming and disarming, and shortcuts to scenes you've created.

How do I change my personal details?

A. You can manage your account information from your online account at https://my-account.constellationconnect.com in the Settings menu.

How can I change my password and what should I do if I forget it?

A. You can easily change and reset your password through your Constellation Connect App or online account.

What forms of payment can I use for my Constellation Connect services?

A. Constellation Connect accepts Visa, MasterCard, Discover, and American Express, as well as debit cards with the Visa or MasterCard logo.

Will I be charged for text message (SMS) alerts?

A. Notifications will be sent utilizing Constellation Connect's mobile app alerts. If you choose to also receive messages via SMS (text) messages, normal SMS rates apply. Please check with your mobile carrier for more details on any SMS related rates and charges.

What if my automatic renewal payment is declined (e.g. if my credit card expires)?

A. Credit card updates and changes can be made inside the app or through your online account.

When will I be billed?

A. Your credit card will be billed monthly for your subscription beginning on the date that you signed up for monitoring services.

Cybersecurity

How does Constellation Connect protect my personal information?

A. Constellation Connect takes cybersecurity very seriously. We maintain and adhere to industry-leading best practices, with cybersecurity features integrated into both our hardware and software platforms. This ensures that every user’s personal data is rigorously protected throughout all interactions with our products and services.

Is my information safe with connected devices?

A. As a customer entering the exciting new ecosystem of connected devices, selecting the right providers to trust with your information is one of the most important decisions you’ll make. As a leading smart home and security company, Constellation Connect recognizes the importance of safeguarding against cyber threats and continually invests in enhancements to protect our customers’ information and homes. Make sure you’re running the most recent version of our app to take advantage of the latest security improvements.

What are steps I can take to better protect myself and my connected devices from cyber threats?

A. We strongly encourage our customers to protect their online identity and connected products by following these proven best practices, listed below:
  • Always download and install app updates to ensure you’re utilizing the most up to date security features and enhancements.
  • Use strong, unique passwords for every service you use (strong passwords combine upper and lower-case letters, numbers and special characters and cannot be easily guessed).
  • To avoid falling victim to email phishing schemes, do not click unrequested links or download suspicious attachments. (Note: Today’s perpetrators are getting increasingly sophisticated and convincing with their schemes so when in doubt, delete it!).
  • Do not share your personal information or data with other people or unknown or unverified organizations. We will never call or email you to ask for information such as your social security or banking information.
  • Maintain the current version of a reputable anti-virus solution on your personal computers to protect against the latest threats.
  • Ensure your home Wi-Fi is secured with a unique password. You may also want to consider investing in a top-rated high-security router or firewall device.
  • For every connected device you purchase, make sure to replace the default password and update your firmware when requested.

Where can I go to learn more about protecting my personal information and connected devices?

A. Additional information on consumer best practices for online and device security can be found at the FTC’s consumer website.

General

How expensive is Constellation Connect?

A. There are several plans available to meet your individual needs with service plans that start as low as $10 a month.

How do I pay for Constellation Connect?

A. You can pay for Constellation Connect with any major U.S. bank-issued credit card in the app under subscriptions.

Do I have to enter into a multi-year contract to get Constellation Connect?

A. No. Constellation Connect is available without any contracts. It is billed monthly and you can cancel at any time.

How do I cancel Constellation Connect?

A. You may cancel via your mobile app, through your online account, or by contacting our support center at 888-918-7128.