Opening the door with your fob
To open the front door for access you just need to hold the fob in front of the reader. If you have a blue hands-free fob the door will open automatically within a radius of 1 metre. If you lose your fob, please get in touch with us as soon as possible so we can get a replacement out to you and deactivate the lost fob.
Visitor Access
The Intratone door entry system can be used with your mobile phone. When your visitors request access, you’ll receive a call which allows you to speak and give access to the building through your phone. If you’re able to download Intratone’s app, you’ll also be able to see a live video of who is at the door, although this is not essential to the door’s functionality. You can download the full Intratone User Guide below and along with some FAQ's.
Frequently asked questions:
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How does the Intratone system work for visitors?
Previously, your door entry system would have worked through a handset in your home. Your visitor would press your flat number on the intercom system outside your block, and this would ring through to the handset in your home.
The new Intratone system doesn’t require a handset, instead it works through your mobile phone. When your visitor selects your door number on the external intercom, you will receive a phone call to let them in.
You can then choose to let them in or hang up to reject the call.
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How do I let someone in through my mobile phone?
When visitors press your door number on the intercom outside your block, you will receive a call to your mobile phone.
Simply answer the call, select the dial pad and press the * key and this will unlock your block entrance door.
To speak to your visitor, press 0.
If you do not wish for the visitor to enter the block, press the red end call button to reject the call like you would when you normally hang up or end a call.
You can answer the phone and open the door from wherever you are at the time, you don’t just need to be at home.
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What App do I need to download to see a live video of visitors?
To be able to see a live video of your visitors at the door, download the ‘My intercom Intratone’ free app from your app store.
The app icon will look like this:
You can find out more information on how to use the app in Intratone’s customer guide.
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What happens to the existing door entry system cabling and the handset?
When your new Intratone system is installed, the existing handset and cabling for your current intercom system will remain in your property unless you would like us to remove it for you. If you decide to have this removed, you will be responsible for the decoration and making good of the area.
The existing cabling in the communal areas will also remain there for the time being, we will remove this when your block is due for internal decoration.
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Who do I contact if my door entry system is not working?
You can still contact us in your usual way if your door entry system is not working. Simply:
- Email us on enquiries@thrivehomes.org.uk
- Call us on 0800 917 6077
- Message us on live chat
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How long will it take to fix if my door entry system isn’t working?
We’ll always try to book your repair in as soon as we can, and we will consider any disabilities or vulnerabilities on a case-by-case basis to make sure we’re meeting the needs of our customers.
For issues that immediately put your safety, security, or health at risk we aim to attend within 24 hours in line with our Emergency Repair target. For general repairs we aim to attend within 4 to 20 days, and we find that most issues are resolved on attendance.
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How will the postman and deliveries access my flat?
Whenever we install an Intratone system at one of our blocks, we let the local Royal Mail delivery office know and provide them with an access code.
For other delivery companies, they will be able to request access via the intercom at the front door.
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How can I request another fob?
You will be provided with three fobs, if you lose a fob get in touch with us as soon as possible to let us know.
We can then arrange for a replacement fob to be issued and deactivate the lost fob.
- Email us on enquiries@thrivehomes.org.uk
- Call us on 0800 917 6077
- Message us on live chat
Please note that replacement fobs are chargeable, and cost is dependent on manufacturer, as a guide:
NACD will charge approximately £20-£30, depending on the type of fob.
Intratone will charge approximately £10.00 per replacement fob.
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What if my phone isn't working?
If you don't answer the call for whatever reason the call will be transferred to the 2nd registered number at your address after the 4th ring, the answer machine will not be triggered.
You may see a missed call from the intercom number, this number starts with +33 6 or +33 7 and is between 10 and 14 digits long.