HomeRemote Pro Support/Help

Frequently Asked Questions

1. What is HomeRemote Pro?

   HomeRemote Pro allows you to control your Hawking HomeRemote Pro home automation system through a graphical interface on your cellular phone. HomeRemote Pro provides virtually unlimited range for the customer to monitor and control their HomeRemote Pro home automation system - including monitoring of your IP (network) cameras!

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2. How do I get HomeRemote Pro software on my cell phone?

   HomeRemote Pro software can be downloaded over the air, similar to how ring tones, pictures and games are downloaded to cell phones. When you initially set up your account, or add additional phones, you'll be walked through a tutorial on how to download the software for your specific carrier and phone model.

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3. With which cellular carriers is HomeRemote Pro compatible?

   HomeRemote Pro works with most phones on the AT&T / Cingular, Sprint, Nextel and T-Mobile networks. HomeRemote Pro does not currently support standard phones on Verizon or Alltel, but BlackBerry and some PDA devices are supported. Check back often to see if these carriers are added.

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4. Do I need an internet data plan associated with my cellular voice plan?

   Yes, because HomeRemote Pro uses the internet to send data back and forth between your phone and your home, an internet data plan is necessary. Some cellular carriers offer 'a la carte' data plans that allow you to send data over the internet and pay for each usage rather than a fixed monthly fee for a fixed amount of data usage. However, it may be more cost effective to add a data plan to your voice plan in order to use the HomeRemote Pro system.

   If you do not have a data plan and your carrier does not offer an 'a la carte' method of sending data, you will have to contact your cellular carrier to add a data plan to your phone.

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5. Do I need a special cell phone to make HomeRemote Pro work?

   HomeRemote Pro works with most modern cell phones that are capable of connecting to the internet. Most phones with color displays have this capability, but it can depend on the make and model of your phone as well as your cellular carrier. Most cellular carriers have this information available through their website.

   When you sign up for an account, you will be able to test your phone's compatibility by downloading the HomeRemote Pro software and selecting "Test Connection" from the menu in the application.

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6. What do I do if I get a new phone?

   You will need to download the HomeRemote Pro software to your new phone. Click the "Phones" link at the top of the screen. You can then remove your old phone and click "Add New Phone" to add your new phone to your account and download the software to your new phone.

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7. What do I do if I change my phone number?

   If you have the same physical phone, but a new number, you can click the "Phones" link at the top of the screen and select "Update phone details". You will be able to enter your new phone number there.

   If you now have a different phone, you will need to download the HomeRemote Pro software to your new phone. Click the "Phones" link at the top of the screen. Here, you can remove your old phone and click "Add New Phone" to add your new phone.

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8. What do I do if I change my cellular service provider?

   Click the "Phones" link at the top of the page. From this page, you can remove your old phone and then click "Add New Phone". You will be able to choose your new carrier in the Add New Phone wizard.

   If you change cellular carriers, you may not be able to carry-over your HomeRemote Pro subscription if your new carrier does not support HomeRemote Pro.

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9. I lost my phone. How do I disable HomeRemote Pro on my old phone?

   When in your account, click the "Phones" link at the top of the screen. Once you remove the phone from your account, it will no longer be able to control your HomeRemote Pro gateway.

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10. How do I add a phone to my account?

    You can add another phone to your account by clicking the "Phones" link at the top of the screen and selecting "Add New Phone". This will walk you through that will help you download the software for your specific carrier and phone model.

    Your subscription includes one phone per gateway; there is an incremental service charge for each additional phone added to your account.

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11. Can more than one phone control my home?

    Yes, you can add multiple phones to your account. Each phone will be able to control your HomeRemote Pro system. Note that extra phones on your account carry an additional charge.

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12. Can I create a custom name for my phone?

    Yes. Click the "Phones" link at the top of the page and select "Update phone details". Here you will be able to assign a custom name for your phone.

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13. How do I add another HomeRemote Pro gateway to my account?

    You can add additional HomeRemote Pro gateways to your account. To add a gateway, head to the "View Homes" page, click on "Add New Home" and follow the instructions provided.

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14. What are my subscription options?

    Your subscription options are based on the number of HomeRemote Pro gateways and phones you have on your account, as well as the frequency of your payments. The table below outlines these options.

    	Monthly	Yearly
    Each HomeRemote Pro gateway (Includes 1 phone)	$9.99	$99.99
    Each additional phone	$4.99	$49.99

    Note: The table above does not include any taxes which may apply in your state.

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15. How do I change my subscription?

    If you would like to change your payment frequency, head to "System -> Pro Level Service Details" and use the "Update Pro-Level Service" form. This change will apply starting with your next scheduled bill.

    If you would like to change the number of gateways or phones on your account, you can do this by clicking the "View Homes" or "Phones" links at the top of the screen and adding or removing as desired.

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16. What is the billing cycle for my service?

    Your billing cycle is based on your selected payment frequency and runs according to the date you started your subscription.

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Technical Support

• Having trouble installing software on your phone?

  If you have walked through the tutorial and are still having trouble downloading the software to your phone, you can reach our technical support line at 877-466-6744. You will need to be ready to tell the support representative your cellular carrier, phone make and model.

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• Having trouble connecting to your gateway?

  If you have successfully installed the HomeRemote Pro software on your phone and are having issues connecting to your gateway you should first verify that your software is "activated".

  If your software is not active, you can follow these instructions to activate it:

  1. Click the "Phones" link at the top of the screen in the HomeRemote Pro website.
  2. Identify the phone you are activating and select "Activate HomeRemote Pro".
  3. You will see a page with a new 12 digit activation code.
  4. Launch the application on your cell phone and select the Menu option with the right soft key.
  5. Select "Activate" from the menu and type the 12 digit activation code from the website.
  6. Your phone will now have access to the gateways on your account.

  
  

  If your software has been activated and you are still having trouble connecting to your homes through your cell phone, you may be experiencing a cellular coverage issue. If the error "Phone has insufficient data coverage" appears on the cell phone screen, you likely have one of the following issues:

  1. Your phone plan may not include internet access. You will need to contact your cellular service provider for more details.
  2. You maybe in a poor mobile internet coverage area.
  3. There may be a network outage.
  

  
  

  If you believe that none of the issues above apply to your situation and you need further assistance, please contact our technical support line at 877-466-6744.

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Billing Inquiries

• Have a question about your bill?

  Your bill is based on the frequency of your payments and the number of homes and phones you have in your subscription. To see this information, click on the "My Subscription" link at the top of the screen.

  To view your most current statement or the statement for a prior period head to "System > Pro-Level Service Details" and use the "History" drop down to select and see previous payments.

  If you have a question about your bill that is not answered by a review of your statement please call customer service at 877-466-6744.

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