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Frequently Asked Questions – Home Security

These are some common questions asked by ADT customers. If you don't find your particular question listed here, contact ADT.

If you have questions about billing, please refer to Billing FAQs .

And please read this if you are having trouble reading your ADT invoice.

ADT Customer FAQ’s

FAQ Answers

Q: When my system was installed, I wrote a check to ADT, but it's not reflected on my first bill. Is there a problem?

A: Sometimes, because of billing cycles, your first bill is issued before the payment has been posted. The payment will appear on your next bill; if not, call ADT.

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Q: If I move, will I have to pay again to put a security system in my new house?

A: If you've already enjoyed ADT services for at least two years, ADT will provide you with a $100.00 discount on the installation of a Safewatch ? Essentials Plus system in your new home as part of the Relocation Discount Guarantee.

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Q: Can I extend my warranty?

A: Yes. ADT offers a special Extended Limited Warranty/Quality Service Plan (QSP) which will cover the repair or replacement costs of the equipment for just a few dollars each month. To get the Quality Service Plan for your ADT system, call 1-800-238-7085 .

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Q: I have call waiting on my phone line. Can that affect my service?

A: No. The ADT system is designed to seize your phone line in order to call the ADT Customer Monitoring Center. It will then release the line in order for the Customer Monitoring Center to notify you that an alarm signal was received.

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Q: How do I change the people listed on my call list?

A: Just call the ADT Customer Monitoring Center at 1-888-ADT-RESI (1-888-238-7374 ) or visit https://www.myadt.com/ with your changes. Have your personal identification code ready in order to make your changes. Make sure to tell everyone on your call list what to do in case they receive a call from ADT.

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Q: What if my system isn't working right?

A: ADT will be happy to investigate any problems you're having with your equipment. Just call 1-888-238-7374 for any service-related issues.

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Q: If there is a problem, can you turn my system off from the ADT offices?

A: No. Your system is an independent unit and can only be turned off at your control touchpad.

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Q: My alarm went off accidentally, but I quickly put in the code and shut it off. I expected a call from ADT, but no one called. Why not?

A: The system allows a brief period for you to turn off your system before an alarm signal is sent to the Customer Monitoring Center. This gives you enough time to cancel the signal and prevent a false alarm.

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Q: What happens when I press the panic or fire alarm buttons on the touchpad?

A: If you hold down the panic or fire alarm buttons on the touchpad for 1 to 3 seconds, an alarm is transmitted to the ADT Customer Monitoring Center, and emergency services are dispatched immediately. An alarm received in this manner cannot be canceled.

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Q: If I lose electric power, will my alarm system still work?

A: Yes. In case of a power loss, the back-up battery will activate to maintain your alarm protection for several hours. In the event your battery is low, a low-battery signal will be sent to your Customer Monitoring Center so you can be notified.

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Q: If I have an emergency, should I call ADT first?

A: No. If you have an emergency, call 911 first. If you are unable to call 911, then depress the panic or fire alarm button on your touchpad, and ADT will request emergency services.

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Q: Am I responsible for testing my system regularly?

A: Yes. It is your responsibility to make sure that your system is in good working order. ADT regularly initiates a communications performance test. It's easy to test your system; just refer to your owner handbook or call 1-888-238-7374 and follow the simple instructions. If you find that a part of your system is not working properly, call ADT at 1-888-238-7374 to request repair service.

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Q: Will VOIP work with my security system?

A: The answer to this and other important VoIP/Digital Phone questions can be found HERE.

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Q: Who do I call for Alarm Monitoring Issues?

A: You can call ADT at 1-888-238-2727, press option 1.

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Q: Who do I call to Schedule Service for my Security System?

A: You can call ADT at 1-888-238-2727, press option 1, then option 2.

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