Telguard Support
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Product Support -

We are incredibly proud of our products and want to make sure that our customers and their clients are too. Our products are sent out as complete kits, with everything you need to get started including SIM cards specifically designed for use with entry systems.

Our Customer Service team are there to help get your unit programmed, commissioned and running smoothly, and we can offer a range of warranties covering everything from programming to parts and everything in-between. Ask one of our team for more information!

FAQ's -

How does the system work?

The Telguard is designed to ring your phone of choice once the relevant property button has been pressed on the external unit. You will receive a normal telephone call, and the number that appears on the screen (where applicable) is the unit telephone number and can be stored as “door/gate” for future reference.


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 you can simply hang up.

If you do not wish to allow the visitor access, simply hang up the call. If you have multiple entrances that need controlling, you simply enter a different command on your telephone keypad to trigger the alternative equipment.

What happens if I'm on the phone when a visitor arrives?

We recommend enabling “Call Waiting” on your phone of choice so you can see the additional call coming through. If not, and your phone features an engaged tone, the Telguard will automatically divert to the next number where applicable.

If voice-mail is enabled, the system is unable to divert once this has answered. The visitor can leave a message or cancel the call. Please contact Telguard should you wish to enable “call answer confirmation” to override this. Firmware version dependant.

Are there any custom settings I need enabled for the Telguard to work?

DTMF Tones - Dual Tone Multi Frequency: This must be enabled on any phone receiving a call from the Telguard system as it generates the tone which triggers the operating equipment. Please check with your phone manufacturer of choice to ensure DTMF tones can be enabled.


CPA – Call Party Answered: If you have a landline based Telguard system, we recommend this setting is enabled in order to ensure calls divert successfully onto subsequent numbers (where applicable). This is usually a free service by your line provider.


CLI – Caller Line Identification: If you have a landline based Telguard system, and you’re using the Authorised Dial-In facility, this must be enabled so incoming numbers can identified. This is usually a chargeable service by your line provider.

What if I need to change a setting or number?

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.

How do I change my number or request a programming guide?

For any number changes or programming requests, please click here to fill out the programming request form.

How do you allow entry while in call with the visitor?

By default, to allow access simply press the # key on your device to allow entry. You’ll hear a confirmation tone which indicates that the intercom heard your key entry and has opened the gate/door*. 

*This may vary as different sites may have issues with using the # key and other key tones are used – please contact your property management / installer company regarding this information.

What type of telephone numbers can I have and how many can I have connected?

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.

I have just paid for a change, how long does the connection process take?

Once payment has been received, we aim to complete the programming change within 1 to 2 working days*. 

*Depending on work / staff levels this may be quicker or longer to complete the process.

How do I find out the entry code for my intercom?

Unfortunately, we’re unable to provide this information to anyone over the phone unless you’re the property management company or installer. If you live at multiple occupancy site, you can request the entry code from your property/building management company. If you live at a single residency site, you can request this information from your installer.

How do I know when it’s set up and that I’m connected?

Once you have received our confirmation email saying that your request has been completed, you are connected to the intercom and the change is live. If you have any issues, please contact us.

How do I change the telephone numbers on my own intercom?

If you are the owner of the property/site, please contacting your installer who will be able to assist with this.

How am I able to view my sim card / invoice account?

This can be viewed online via our SIM portal found here: https://login1.uk/portal.html. If you have lost your login details, please email customerservice@telguard-telecom.co.uk who will be able to retrieve this information for you.

How do I know if my intercom is working and is calling?

If your intercom has been programmed correctly, key in your house/flat number and press call. You should hear ringing and your phone should ring*. Occasionally there may be a pause before it starts ringing, the connection speed depends on signal strength and whether the intercom is running on 2G or 4G networks or that the landline connection that the intercom uses isn’t busy being used elsewhere. 

*As 2G networks are being phased out allowing for more 4G network coverage this would mean that sometimes that the intercom you’re using may need an upgrade to be able to run on the 4G network. If you have any other issues you wish to clarify please contact us.

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