ADT Control ® Customer Service

ADT Control ® Positive Reviews

New ADT userYou have to realize I have my own camera system set up and I’m already using a Ring doorbell. I got a deal through my home insurance to get the equipment etc. at a cut rate. There was already an old ADT system in the building that didn’t work. The installer was a really friendly guy. I didn’t really have that much to install, I didn’t need the cameras and I didn’t need the doorbell. So I needed a bunch of motion detectors, flood detectors, door detectors, and window detectors. Given that, for the week that I’ve been using it, it does exactly what it supposed to do. I can arm it for when I’m away I can arm it for I’m at when I’m home. The fact that I can’t hit a panic button when I have my cell phone is probably a good idea, considering I can accidentally jiggle my phone and hit the button. Having used home automation for a long time, you can’t expect seamless integration between different platforms anyway. You have to give them credit, they could’ve completely fallen off the map but there seems to be some effort put into making this a functional system. It’s clear that they are not riding the newest wave of app security systems, but that’s not what I needed and it does exactly what I wanted it to do..SM9998Version: 4.21.15

AlarmAlarm panel goes offline but all my other devices & services stay on. I can not call after 11pm to get through if my system doesn’t work, & even though I switched services, prepaid, have 2 accounts they keep charging me for a home I don’t live in & paying for 3 services. I got it resolved after 3 months of harassment calls, they cleared the fees, then charged me again & said I was past due on a previous account & that my current account services would be interrupted & would be disconnected. They have called me at 5 & 6 am multiple times to tell me my new account is ready to be serviced & a tech to come out, but I have no new account & that set up was 4 months ago. . I have documented all my calls. Now my service is down yet all my other devices are connected & can’t get through or set my alarm! What’s suppose to be peace of mind & was great for a few months, has turned into a pain in the &$$. Make sure you go with the company at not an authorized dealer, & while I pay more for a brand name I should have read all the reviews. I’m very disappointed..Meli JeepsterVersion: 4.10.11

ADT mobile app works okay, but...We love the convenience of the smart phone app and have used it for some time on our home security system. Recently, we upgraded an older ADT system in another location where the occupant only uses the phone app to arm and disarm the system. She is usually not inside when she arms and disarms. Today, she armed it while still inside, then opened the front door to leave. Note she did NOT arm it via the panel. The system delayed the minute set before arming and IMMEDIATELY sent an alarm alert due to a door opening and closing while armed away. It seems when arming with the app, opening and closing a door AFTERWARDS is not allowed. The system will only allow arming, then leaving if it is done by the panel, not the app. A subtle difference but makes sense when you think about the normal sequence of events will be different for the 2 arming methods. I do not recall being told or reading about this difference and learned it the hard way. Fortunately, the alert came to my phone in the first minute and I was able to disarm and clear the alarm before police were dispatched..Layla2000!?Version: 5.2.4

Frozen image and unplayable videoThis is a message to the ADT app developers department. I’ve had my security system for about 4 months now. This is from an iPhone XS running on iOS13.7. I have 1 doorbell cam and 2 outside backyard cams. Everything was working fine up until 3-4 weeks ago. I have informed the ADT customer service and they’ve sent a tech to my place to try and diagnose everything. On the ADTControl app my RECORDED videos do not register well anymore. The audio from the doorbell works fine but the video is frozen(video actually moves at 12seconds only 1 frame). The 2 backyard cameras don’t play any saved clips at all. Everything works fine on the live stream. However ON THE COMPUTER, logging into the control center all recorded clips works fine. I have uninstalled and reinstalled the app two times already. Still a problem. I’m still giving you guys 5 stars still because I think this is just a bug you guys can fix, and I’ve been enjoying the system. Please ADT try and fix this if possible. Thank you..Jey T.Version: 4.13

Safe and SecureI would recognize for anyone living alone this is best thing for feeling secure and especially at night. It lets me have a good night’s sleep. I would recommend at least a camera on each side of your house. If you heard a noise you can check your cameras without leaving your chair. This is the safety part. You don’t know what is out there. It could be so and you can call someone for help. If you were to go out and there is nothing you could still fall, no phone, no help. The ability to arm or disarm remotely is wonderful. Say I have it armed and someone you were expecting came to the door and had access to enter by viewing the camera you can verify it is the person you were expecting and disarm. Your gone for a few days and when you leaving you forgot to set the alarm you have ability to set the alarm. When I go to the grocery store, I can stay in my car and disarm thereby freeing my arms for groceries ..WuggiemanVersion: 4.21.15

Very unhappy customerThis app was working great for a few months. Now I can’t use it unless I’m connected to Wi-Fi. Will not work with cellular data on AT&T. I’m so angry. ADT keeps saying it my phone. Funny all my other apps work fine including my ring doorbell. Nothing but problems. Ok, so after calling multiple times for help and tons of brainstorming I figured out why this app wasn’t working on cellular data. Simple fix! Hopefully I can help some people out and save them the aggravation. I went to settings on my phone. Then to cellular data. Scrolled down to my apps. Long behold ADT was turned off. Turned on and working perfectly now. No one suggested that. Kept saying it was my WiFi and cell phone company. Not the case:) Alexa now works with this app since I turned it on in cellular. Goto your Alexa app. Look for add security device. Choose ADT control. Yes, pulse website comes up , but just put in you ADT control password, not my ADT password. Two separate apps. And you got a connection:). I also turned Alexa off on ADT my keypad before I did this..Bahamama1231Version: 4.13

Significant Delay with AppThere’s a significant delay between the app and my system. I’ve had two technicians comes to my home to check my panel and equipment with no issues found. The last technician had a chance to replicate the 5-10 minute delay with the app and said it was truly related to the app, which he couldn’t fix. Not only is this an inconvenience, it’s now a safety issue. I armed my system via the app the other night and it took 15 minutes for the command to transmit to the system. The app is also inaccurate. It’s saying my front door is unlocked when I manually locked it. I upgraded the system to specifically have automation and the ability to use the app. Can you all update the app?? This wasn’t an issue until February of this year. I feel as though customers should receive a discount until this is resolved (based on similar complaints I’ve seen)..0501 1322 19Version: 4.21.8

Ease of use & Content limitationsApp performance has been stable, responsive and generally easy to use. There is a significant gap however, with understanding app and system functionality. Examples: On the main panel screen there is an option to access help videos. Similarly the same option is available in the app but neither one offers comprehensive help. The app doesn’t link you to videos or isn’t even “smart” enough to know what system you have installed to link you to 40 or so different security systems. (On top of that the home touch panel doesn’t have any videos nor links to videos whatsoever. Instead it has a lame prompt that tells you to go look at their website. Conveniently, neither the app nor the website can point you to instructions on how to create scenes (which purportedly is a main, primary feature of the system). A little higher level planning could have gone into the app design to offer help on each feature listed. Pretty silly that it does not.PoppyG64Version: 4.19.5

Good, But Missing Important Feature...Panic ButtonHave had the app for two weeks and it’s good for turning the alarm on and off, but have recently noticed it’s missing a simple, yet important feature: a panic button. Maybe I’m missing it, but I can’t figure out how to activate the alarm, if say, I see someone walking around my back yard on the video when I’m out of town. My alarm won’t activate until they try to enter, but wouldn’t it be better to scare them off early? Am I missing something? How hard would it be to put a big, shiny red button on the Home Screen that will let me activate the alarm from anywhere? I called and was told I would need a $150 panic button fob that would only work if I was home, wouldn’t help in the situation I described though. Thanks in advance for considering this option. In response to developer: No, not at all what I’m looking for. I want to be able to trigger my alarm from my bed if I want, or trigger my home alarm from 1000 miles away if I see someone walking around my yard. My car key had had this feature for 20 years, why is it so hard?.Avg8torVersion: 4.13

ProblemEvery time I view a live video, the App gets stuck in the “live” video mode making it extremely difficult to set security using the App when I am in my driveway (whether same day or next day) preparing to depart. In other words, after the App is placed in live video mode, it refuses to move out of live video mode. So if am in my car trying to set security, it could take me ten plus minutes to force the App out of live video mode so I could set security. Very annoying and frustrating as I cannot view live videos because if I do, then the App will insist on staying in the live video mode (like it gets stuck there) and I will have an extremely difficult time getting the App to allow me to set security prior to me driving away. So I have to spend lots of time trying again and again for like 10-15 minutes until the App finally moves out of “live” video mode, and allows me to set security before I drive away. It’s now been doing this for like two months. Another issue, I took security off on arriving at my driveway, the App indicated security was turned off, I then opened my garage door and heard the alarm had been set off. Had to rush into my garage quickly to reach the security panel to turn security off (again). Nellie.Towel twoVersion: 4.19.5

Tech and Security IssuesWE CANNOT WAIT 7-14 days to receive Assistance since our lives are being endangered by a neighbor that continues to disconnect one of our cameras and when he figures it all out he will share it with other neighbors. When Will tech and the security teams send a report of the continued breach of our cams since mid last year (2023) and continues to this very day, on to our internet provider and our local police department so that action can be taken. I am ready to co tact our State’s Attorneys office over this matter. We have not been able to record on one of our cameras today since 2:54pm and oh how it took advantage of it. He is also disconnecting the ARLO cams we have so don’t think ADT is alone in this matter. We do not have the $ to hire a pro tech we are retirees. We have these cameras because the police said to provide proof of trespass, property damage and harassment we must have video proof. Well! Where are the reports?.InbaycountryVersion: 5.2.4

ServiceWhile I haven’t had any trouble with the app, customer service is awful. I just now called about my $100 Visa card and she told me oh they are busy you can call tomorrow. I said I would hold so she hung up on me. When I’ve had to call numerous times about a camera not working she said well it’s your internet’s fault not ours, turns out it was ADT’s fault. The man who installed was great, the technical support over the phone was useless. The next guy who came out wasn’t helpful and said it works, an hour later it stopped again. The next guy who came out changed the camera we’ve had problems with and finally fixed the problem (he gets 5 stars). Customer service is the worst I’ve had to deal with in a long time (zero stars if that would be available), maybe teach them to quit acting like I’m wasting their time and making them do their jobs, stop talking like robots, reading off the screen and not listening to what the customer is saying, and stop hanging up on customers!.Dana is not a happy customerVersion: 4.17.1

Most of the time I like the app.I gave the app four stars because it hangs up. It’s great that the app has the fingerprint recognition on iPhone. It’s great that there is a pin. What’s not great is when your standing at the front door with puppies waiting to go potty, you open the door only to hear the alarm go off, you have a toddler and these puppies that will happily pee in the floor if you walk away from them, and you already know it will take you longer now than that five seconds to make it to the keypad. What do you do? I reached for my phone and hit the app. Nothing happened. I wait a couple seconds....nothing. I close the app and open it again. It worked fine! I turn the alarm off, I take the dogs out, I think everything is fine. Meanwhile ADT is calling my husband, who was not at home. Then the police department showed up. When the seconds matter the app really needs to work! Outside of that, we probably use the app more than we do the keypad..Faith CrawfordVersion: 4.13

Video Playback issuesI have had ADT for over 10+ years when including the previous Brinks Home Security Service that ADT purchased. When ADT first offered the Updated Touch Screen Control System I thought it was going to be very good but after having it for a while now. I must say that there is room for huge improvement. First off the let me say this about this application it works fairly well but it’s biggest flaws are Video Playback which requires users to download to your phone, tablet many of the recording to view that are supposed to be viewable and played within the app. The second issue is related to the recording camera system which records inconsistently, the ADT camera(s) do not consistently capture people such as delivery people entering my property. Connectivity issues also occur whether using a strong cellular connection or Wi Fi, ADT technical team needs to work on better hardware and software integration with the app..Healthcare MAVersion: 4.19.5

Peace of mindWe’ve had our security system since we moved into our home about 4 years ago. Since that time, we’ve used this app on our phones. I don’t usually write reviews on products, apps etc. But I’m writing this review because I feel it is well deserved. The security system is top notch, I never have to worry if we are away from our home or if I’m working late and my wife and son are home alone. But pair the security system with this app and every aspect of the system is right at my fingertips. From arming and disarming, to accessing every activity that takes place in and around my home, this app assists the system in blanketing my loved ones and my prized possessions. The ease of utilizing this app plus the extra features that the app offers, like the weather just for one, removes any concerns I might have while I’m away from my home. I could go on for quite a bit longer, but there’s really no need. Please trust me when I tell you that I write this review for the simple fact that the security system and the app do what no other can do while I can’t be home to protect what’s important to me. Simply put, it gives me the peace of mind that make it worth every single penny. Written in sincerity, Henry Skoczalek III.HenryskoVersion: 5.2.4

Patricia WoltmanVery rushed and felt tension to get done so He needed to get the job done quickly so he could go home and prepare for his plans. The extreme disappointment of the installation was not been informed that I could have my monthly rates reduced by extending the contract. Do I have 30 days in which I can decide whether I want to keep this unit has no money in it have all of my money returned. The result of such a rushed install was the police had been up to my house three times, never really unnecessary calls. How do I understood the instructions better please let me know if my options as I’m considering on a D installing my ADT. I would like to add that Peter, my installer was very personable, and I felt very safe with him. I just didn’t say that I got all the information I need it for him for me to make the correct economic decisions..AngelshopministryVersion: 4.21.15

AlertsWith my recently installed system, I am not able to get my alerts thru my messages. I would always get an alert siren when motion or person was outside of my home or in another part of my home. This system only sends it to email with a short beep. You wouldn’t hear that if you were sleeping. This my 3rd system thru ADT & I always had the Pulse System, obviously this is not a Pulse & all my activity would send an alarm thru my messages. Very disappointed in this system & as I have to check my Email every morning to see if anyone is on my property. I should be made aware that there is a person or animal is on my property immediately!!! This is more of safety matter & a big concern to me. Tell them to put my Pulse back in or rip this system out, as it is not doing it’s job. Thank you, Diane Longo.SammyrescueVersion: 4.21.8

Malfunctioning cameraI have been an ADT subscriber for over 25 years. I have seen and experienced a steady decline in customer service. Technician support is a non entity when guidelines are followed to reboot camera systems. The technology maybe there but the constant malfunctioning leads me to believe ADT executives are unaware of issues for customers, and technicians don’t know what they are doing. Maybe it’s the new “quiet quitting”, just show up and expect to be paid for a visit poorly done. My camera has been malfunctioning since Mid August 2022. The earliest technician service appointment I was offered was September 19! I begged for an earlier, faster appointment. Three weeks without a functioning camera. Your company is a joke, laughable when it comes to service! Technician shortage? Perhaps. Figure it out and improve your “Service”..PrincessWaBeVersion: 4.19.5

I’m not giving your company any stars.I’ve ask for help and I get none. Two ladies have call and I ask for instructions and they say someone will call me on a certain date. I get no phone call. I ask for batteries for smoke detectors and when I receive them half of them are dead. The other one’s working for a month then they were dead. I get no support. But yet you people are more than happy to take my money every month. I’ve ask for help to reset my front door camera and to add my wife phone. No help at all. But yet I’m stuck with this crappy equipment. A window device activated last night for many minutes and I received No phone call to see if I needed help.? You people should be ashamed of yourselves for taking our money and giving us no help..Cashea LeathVersion: 4.21.15

Very disappointing!!!This app is supposed to allow you remote control of your security system. However, there are a couple major items that you cannot do from this app, you can only do them from the terminal in your home… I called ADT support about them and they had no answer except for SORRY. Very disappointing. Since this is a remote app, you should be able to bypass sensors and/or have Custom Arming ability from the app. Unfortunately, these options are again only available on the terminal at your home. So, if you are not home and need to use these options, they are unavailable to you and the support team said there is no plan to update at this time. We spent a lot of money on the ADT security system, and not to have these basic functions on the remote app makes ADT useless for what we need. Sadly, we did not know this until after the system was installed..HammbikeVersion: 4.21.15

Great customer service and good equipment.We just recently installed the ADT system. We put sensors on everything that opens to the outside. We installed cameras and listening devices. I have to admit the system is fascinating to me. I look at every time there is an alert/alarm. We can hear and see and talk to people in our yard, on our porch, etc. We have been able to communicate with county services, mail woman, contractors , etc., from where we are at. Fascinating. I suppose in the age of FaceTime and all the other multi media available today it should not intrigue me so. But I am hooked. 😛 The monthly rate seems high. But we haven’t looked at all of the services actually available in Macon. If you get what you pay for then we have a fantastic service. Recommended..AGrammie1Version: 4.21.8

App has very little functionalityI really don’t think I have ever written a App review before, but felt the need to now. This app really provides very little functionality for controlling all the things the app can do, and there are very few instructions available on how to control what you can. Often it seems to require you to log in to the website to control it, but that defeats the purpose of the app. I also don’t understand why I can silently arm the alarm but not silently disarm it? If anything I’d think it would be the opposite, but regardless, both should be an option. Additionally, I really thing there should be some sort of panic button available as an option. If ADT can consider having the app work with IFTTT it would be great - my separate cameras automatically turn off and on when I leave or come home based on GPS location only - I would think an alarm system could/should have a similar option..Deegee97Version: 4.13

Camera is horribleIt is MORE common for my inside camera to NOT work. I had someone out to look at it and he had told me that this was the norm. If I would have known it was going to be like this I would have saved my money.I find it hard to believe I can view my front and back porch with no problem daily but the indoor camera doesn’t work. I work full time and I tried going to the support tab of this app and it kept circulating just like the camera in my house. I don’t have time to chase around someone to come and find a solution. There are other ways/services to be able to check in on your home during the day. Right now if I was asked about ADT, I wouldn’t recommend this service. Part of me feels like I made a mistake..VgykgftgVersion: 4.21.8

Customer supportI was on the phone with your representative yesterday and he told me he scheduled an appointment with safe haven to come fix my door lock today between 11-12 oclock. No one showed up and I called Safe Haven. They told me he never have told me that because ADT doesn’t schedule their appointments. I did schedule an appointment with Safe Haven to get new lock tomorrow. I am very unhappy that your representative would just lie yo me and blow me off and leave me hanging around my house all day waiting for a tech to show up. You have very poor customer service and I will make sure to put this all over Facebook and social media to make sure what kind of customer service ADT offers which is just awful..Upset in Vero BeachVersion: 5.2.4

I like the old system betterWe got ADT because we had it before at the house we were renting and it was so much more simple then. We had fobs that we could press if there was an emergency so they switched to using the phone app instead but you can’t push a button for am emergency in the phone app. The control panel before was buttons and this new one is touch screen. Same thing where before the old panel it was easier to call for police, fire and medical because it was right there on the panel. The new touch screen one you have to search for where to find the emergency buttons. That’s great because it someone breaks in or there is an emergency I can’t use my phone to report it, instead I have to go to the panel in the other room and find it on the app. I still like ADT but I wish I could switch to using it like before..PriincessEriicaVersion: 4.21.15

Love ADT!!We’ve been a long time ADT customer and when we relocated to a new home we activated our service again. We are very pleased with ADT service, there is no need to monitor your own home 24/7. I have peace of mind knowing ADT is monitoring our home for us. The app is amazing! It let’s you know when a door or window is open, if there’s a break in the app will sound a loud alarm and easy to arm and disarm the ADT system. In our previous home we had a break in while I was out running errands with my family. ADT notified me and I went home and noticed our back sliding door was partially opened. I know that the ADT system alarm startled the intruder from fully entering our property. We highly recommend ADT service..Marisol333Version: 4.21.15

Très appréciésJ’aime vraiment l’application merci ADT.Patout29Version: 4.13

Can’t log inToday when I downloaded the app, I tried entering in my username and password, but it wasn’t working.Gretchen huh yryfVersion: 4.21.15

HelpHow do I change my door password??._abisaannVersion: 4.17.1

Unnecessarily difficultFor some things this app makes us navigate all over for checking a simple demand only not to be found..AdsabineVersion: 4.17.1

Simple but effectiveVery easy to use and does the job. Very happy with it. Love the remote arming feature. 🙂.BrennanUhVersion: 4.11.2

Apps greatAlways works......so long as my bell Fibe network doesn’t crash Wish Ontario had Telus internet.Matt harttVersion: 4.11.2

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ADT Control ® Negative Reviews

Very disappointedSad to say I’m not impressed with adt. For as much as you pay every month for their services you would think it would be better. When I first got the system activated I was told by the person who came out that I could set the cameras up to only record if the panel was armed took me months after starting the service in my name to realize they won’t record being set up that way, called customer service and no one had a clue what I was talking about or even how to fix the problem so my cameras have to stay active at all times and you only get 6,000 clips a month. Moved into this house with the system already set up and active in previous owners name and I still had to pay money to have it installed (which was already done) and money to activate (which was already active).You can’t just switch it into your name guess they need the money. I can’t watch any of the videos from the cameras on my phone without first restarting my phone, and that’s very annoying. I get notifications 3 hours after something triggered one of the cameras. Also I’ve been able to enter my house a few times without the alarm panel going off, that doesn’t give me and my family a piece of mind. Unfortunately I’m stuck with the service for another 2 years. Wish I would have done my research before taking over the contract of the previous home owners..Clamb412Version: 4.19.5

ADT SECURITYI have been with ADT over 16 or more years because they were the best security company anyone could have until recently. First I had them to install camera on a home I stayed in for 19 years and never had any problems. Well since then I sold that property and move into another home. ADT comes out to install two camera on my home and after the installing kept jacking up the price I received a bill for 1500 dollars.. I called to speak to a representative and all of them just lied over and over and claimed they had took care of my account and to make matters worse, the two camera I had installed on my home doesn’t work half the time. When I get an alert that the camera picked up a car or a person, I can’t look on it to see whom or what it was.. ADT use to be the best security company ever now you can’t hardly get anybody on the phone and once my alarm went off and no one called me checked to see if everything was okay or nothing.. I am in the process right now trying to find a better company after all these years I have been with them and even told my mom about how good they were and she has an account with them, to only be treated so unprofessional by representatives that claim they are getting a supervisor, but only to put one of their coworkers on the line… ADT you are losing a lot of customers to include me. I have had it….G. D.DVersion: 4.21.15

Delayed outdoor camera notificationsMy front and backyard camera notifications are about 2 minutes delayed. That is, there are two whole minutes from the time there is a camera detection and the time I get an app notification about it. That is unacceptable. The whole point of having cameras with a detection system is to get notified in a timely manner. Customer stated the 2 minute delay is normal because that’s how long it takes to upload the 30 second video that gets recorded when there’s a camera detection. So the notification is not sent until 2 minutes later when the video is finished uploading to the cloud. If that is the case, then the app engineers need to include a separate notification, independent from the video upload notification, that is sent out as soon as the camera detection is triggered. Then a second notification with the available 30 second recording can be sent out. In two minutes, someone could walk from the front of my house to my backyard and break into the master bedroom without me having any idea about it. This should be a pretty simple but significant fix that can be rolled out in an update. Ring is able to do it so I don’t see why ADT control shouldn’t. I’ll revise my rating if this issue is fixed..Jim carrascoVersion: 4.15

Slow slow slowI regret getting ADT and this is app is a huge factor in it. I thought it was slow to notify me of movement and to load videos, because of my slow internet, but no. Whether I’m in 5g or not, it still is very slow to load the 30 sec clip. I get notified of movement trigger on my camera about 3-4 min after it happened, which is a safety issue for me as I live alone. What really solidified my dissatisfaction is getting a Ring camera to monitor my cats entrance. I get notified within seconds of the movement on the Ring and it always catches it. I don’t fully understand why some things trigger ADT and some things don’t (I have it set to notify me of animals). Another frustration is not many videos are saved and still don’t understand why chicken can be saved but a human or car won’t be. Also, when you get a notification of movement and you go to open it, sometimes it goes to the live and not the 30 sec clip. Once you click it, that 30 sec clip is lost and you can’t view it (if it was one of the few that saved). Overall I regret getting sucked in and paying $70+ month for a video camera system that is way inferior to $8/mo ring..Des291Version: 5.2.4

Junk!!!!!!’When I first had my ADT security cameras installed it worked great, for about 2 weeks. Since then, I have had nothing but camera failure on my front camera. I have had an ADT technician come out to fix my front camera, losing connection issue, for at least 3-4 times. Every time they get it running, 2 weeks later it disconnects from my WiFi. Also, this ADT app is just as bad. I was having problems connecting to the internet, using Siri on my IPhone 12 Pro, using Pandora or anything else when I am outside, or in my car. I deleted the ADT app, then everything worked on my iPhone. Before you ask…….Yes, I checked my internet and it works great. I tried rebooting my router, deleting and reinstalling the ADT app, using the WIFI extender the ADT tech put in, and relocating the extender closer to my router. It would work for at least a week or so, then the front camera stops working. Now, just like the last 4 times, I have to get the ADT tech to come back out and fix it again. The tech replaced the front camera, since it is the one camera that keeps losing connection, the last time he came out. And this app causes internet problems with my iPhone. I am not impressed with this app, nor my front camera..ZXTBDDVersion: 4.17.1

Cool until I needed itDear whoever responds to these. I’ve already called and emailed so don’t leave a blanket response to this. I got this installed last October and it was working fine. Videos were recording, I could access them and watch them. Things have been quiet so I wasn’t worried. Until I went out of town for 6 weeks. My neighbor called and said that some decorations have been stolen off of our patio. No problem I have ADT Control. I go in and nothing has recorded since December and my camera in my backyard isn’t even working. I called and there was some things at home I had to physically do to get my system reset. 2 weeks later I go home and have to physically unplug the camera and do a reset of the system from my control panel. These aren’t app problems except I had no idea any of these things were a problem until I checked. If my camera is down, I need to know. Also why did I stop recording? You apparently have to go in and create rules for recording but in my app the area where I create a new rule is “greyed our” like the button is there but I can’t click it. Why is it so hard for me to control things on my ADT Control APP? Also the lady I talked to in customer service was wonderful. No complaints there..5manmooseVersion: 4.11.2

Don’t even think about buying an ADT system!It is almost worth the almost $3000 it would cost me to have the whole thing removed. It has had problems since the day it was installed. Four calls to customer service = one tech finally scheduled. The equipment is junk, has a delay between recordings so all activity is not recorded. The equipment is only slightly better than the Pulse cameras I used to have with ADT. I wish I had purchased my own system and installed it myself then I would have control of the system. The software does not accept changes, once it finally takes the change it won’t save it. The software does not have enough choices and I can’t just go to the web site, I’ve got to download an app. I can’t change things on the app, have to go back to the web site for that which directs me to install an app. Customer service has hung up on me with a polite hold then disconnect. If it happens three times it’s not a coincidence. The alarm goes off in the middle of the day, the night, whenever it wants and it wasn’t even armed. Now I’m stuck with this junk for five years or pay $3000 to scrap it. I Hate This System!.Can't standitVersion: 4.21.15

Cameras/service go on and offI’ve had ADT for almost a year now. The camera goes offline all the time. Since the camera is mounted on the side of the house it’s impossible to reach without a ladder, something I don’t have! And I don’t know what to do to it anyway! The door bell camera takes a picture of the wall most of the time. I wish a camera had been set up instead. It hardly every takes pictures of things that happen on my porch. But I sure can check the siding on the wall! Also, since the week the tech installed a smoke detector, it has been beeping, all the time! I would have thought by now the battery would have gone dead! Now maybe it’s just a faulty sensor. I looked up how to change the battery and according to the documentation, I have to know what kind of battery it needs. To do that, again a ladder is needed. And the battery could be an unusual size but I don’t know until it comes off the ceiling! Not particularly happy with the service and I don’t feel like calling them every time because they want me to do all kinds of stuff. Kinda like cable tv. I don’t want to deal with all the quirks!.LabearloverVersion: 4.17.1

SecurityI am very disappointed in my overall experience with ADT. The app siphons everyone who has access to your system and home through the same google password-so there’s really no way to know WHO arms and disarms your system… my Son could drop his phone without knowing. The person that picks it up can open the app with a simple swipe and can access my home account to do whatever they want to. I’ve started calling it, “a false sense of security.” When I set up my call in account I asked for everything to be password/safe word protected. To this day my others in my home can call and change things on the account, or access whatever they want to know without being asked for a password or anything. I’m in a scary situation, and got ADT because I was fearing for my life. Luckily it hasn’t turned out as terrible as I had once thought, or I’d not be here. That being said, my life could have been made so much easier if these above mentioned things could be made more secure. That is what I paid all the money for..Feral 12345Version: 4.21.8

Save your money!We pay 100$ a month and have had nothing but issues. Hours of videos of the wind just blowing in our backyard, call and get told to adjust our recording settings is all they ever say, and we have done it several times just to suffer the same issue .. We won’t have any videos recorded for the rest of the month, due to being at 90%. I got a notification telling me to clear my videos out, I spent hours deleting videos only for the customer service rep tell us it doesn’t work that way, once you meet max limit it will no longer record until the next month. We asked her then why it sent notifications telling us to do that and she responded with “ I’m really not sure” 🙄 a woman in my neighborhood had a man try to get in her front door and was wondering around her house, NONE of her ADT cameras picked him up and she only got proof for cops from her ring cam.. save your money, they lock you in an impossible contract and don’t care about customers satisfaction. Our alarm has also been triggered several times and they don’t even call..TamaraShowsVersion: 4.21.8

This company is a thiefHorrible customer service and they do nothing to genuinely help customers. From the beginning I tried to be rid of adt within my 3 day period which they came up with some crap excuse as to when I was actually able to get out without paying any money so I was stuck with their crappy system and even worse customer service. Fast forward to 1 year and 4 months my sensor kept being triggered in the middle of the night so on several occasions I had to unarm my alarm so it stopped waking up the entire house. I called and they told me they would come out to figure out what was wrong and no one informed me they would charge me to take a look at the system and change a a battery I could have changed myself. When I saw the charge I called to find out what it was for and I was called a liar and told there is nothing they could do about it. I can’t wait for this contract to be over so I can be done with this disgusting company and the people who work there. I would not extend my contract with ADT even if someone was paying me 1 million dollars..ScrewthuscompanyVersion: 4.19.5

Useless1) The delay in notification after the doorbell rings COMPLETELY negates the advertised function of being able to “answer the doorbell from anywhere.” By the time I get a text that the doorbell has rung, whoever rang is long gone. Not to mention that after I receive the text, I still have to log into the app to see who’s at the door. 2) Halfway through last month, I apparently reached my “upload limit” of 3000 clips. My options: pay more or change my settings to only record jumbo jets landing in the driveway. My uploads were supposed to resume on the 1st of this month, but of course they didn’t. Halfway through the month, I finally called and the “specialist” had me spend 20 minutes running up and and down stairs turning things on and off; of course none of that fixed anything, and now I have to spend my Monday waiting on a technician to drop by and figure out what the problem is. BOTTOM LINE: THIS IS THE BIGGEST PIECE OF JUNK I HAVE EVER PAID FOR MONTHLY. I have been an ADT customer for a very long time, but this whole crappy system makes me want to shop around..Stumpy BunnowsVersion: 4.17.1

AlarmThe whole system is okay at best with the exception of the door lock that is tough to lock and unlock even with a key, this to me is unacceptable as well should for some reason someone doesn’t lock the provided deadbolt and not being able to lock it from your phone should an intruder be lurking around. I feel I shouldn’t have to pay the fee to get a new one and have to pay the service fee, because it worked just fine until the warranty expired and not being able to sound the alarm with the app from my phone and notify the authorities in case of an emergency which to me is crucial. Who knows what the criminals intentions are. By the time they gain access into the house it’s too late as at least in our home we have no where to hide. I don’t feel I should have to get a guard dog to protect my family. If I could give it 0 stars I would. Also because the fee to have them monitor my home is to high for such a low quality system. In the end, I would not be able to recommend this system..Icky73!!Version: 4.21.15

NO APP SUPPORTI really hope someone is able to help me because if you click “App Support” here it’ll take you to the ADT webpage where you can click “Command Control” help, but when you click on that you get “page not found” so there is a total dead-end on ADT Control App help. Also don’t bother calling ADT customer service. It’s a nightmare. I have read everything I could and looked at user videos on YT but without ADT offering app support for its own app it’s pretty hopeless. One thing I would really like to know is how to change the screenshot on the home screen of the app. It’s like the app randomly chose a screenshot from one if it’s first doorbell recordings and it won’t change. It’s annoying because we don’t like the screenshot image and there seems to be no way to change it. Even though the doorbell video it was screenshot from was deleted. Why is there no way to delete or change this? If you click on the screenshot it just takes you to the livestream of the doorbell camera, but there are no options to edit the screenshot that dominates the homepage of the app..Xoxo79Version: 4.15

Saved videos don’t playLike with a previous comment from a different user; my saved videos are unplayable. The audio from the videos is fine. The frames however don’t move. For example I can hear the movement but the frame is frozen and not matching the sound. The previous user said they started having this problem after 4 months. I got ADT in mid September and it is late December now. That comment was from a year ago and it seems ADT hasn’t fixed the issue yet. I called customer service and they had me clear the cookies from my phone and signed out of the app and back in again, but that didn’t work. Unlike the user I’m not giving this app five stars because it doesn’t function how it should. On top of the I get just a white screen some times and an error when trying to watch live feed. This apps needs a serious update and ADT needs to make sure their products don’t run into issues after being installed for 3-4 months..Noir_NoirVersion: 4.19.5

ADT controlYup leaves ADT in control of your devices and changes my settings on a weekly basis. I am to the point of closing the account due to ADT antics. I’ve asked several times who is changing the settings and no one answers. One camera has been offline for months not one single call or email or txt to notify me. I honestly don’t even think they are monitoring anything, used to call almost immediately when the alarm was tripped. No calls now and Not even a text saying the alarm is going off and no notification telling me this either as it’s supposed to do. Location services aren’t worth a hoot, have the places set and any rules saying don’t notify if whoever is within the zone, and yet it just keeps notifying despite the notification settings. So I just turn off notifications, except for the critical ones when I’m home and hopefully I reengage them when I leave and I don’t forget. truly it’s nothing but a hassle having this security company. Thankfully, my time is out under the contract..XyzcarolVersion: 4.21.15

Worse, customer service everI would thought dealing with Comcast was bad. I also thought dealing with ATT was bad. Then I met the people at ADT. You can’t get in touch with them. If you have a problem ever I’ve been trying for three weeks and all my calls just get dropped last Friday they conveniently left me on hold for hours. I don’t feel as a customer as a consumer that I’m respected. I’ve emailed them. I’ve sent them messages on the app. No one ever gets back to you, so I just stop paying my bill then they’ll call me, Vivian, another hand I called once so many answered. I got a follow up phone call the following day. I had a following another follow up call the next business day, I feel this is a better customer service-based company ADT doesn’t respect me or you as a consumer from keeping all of Adt’s equipment giving him the one finger salute and we can discuss this matter in court when I show the 30+ phone calls I made to ADT trying to get my system repaired but that’s not good enough.The bomber46Version: 4.21.15

Help- A loyal customerI’m in a group chat new development and recommended ADT and got every recommended item to my new home. I have 300 plus triggers a day of recording,loss of connection when I newd the system, door bell goes offline and door bell doesn’t work when it feels like it. It has been just the worst experience ever. I never mentioned it in our group chat. I had movers over the other day and adt door bell offline. The door has to be reconnect and add device. I call service tech left after 15 min and charge a fee. Great system but the support not there. You guys should be killing the market. All my neighbors have worthless products they install themselves with no police notification. Just help is all I’m saying! I can’t even let my mom in at the door coming in for thanksgiving or hear my movers when they are dining the door bell and it’s offline again. Just speechless! Right now waiting for a call back adt 45 min wait. This has turned into a full time job between the irrigation, and adt..He nokVersion: 4.21.8

I want to see how to go about ending my contractI am not happy with the service you provide I have continuously made that fact clear My indoor monitor has not been operationable for 3 months and never once have you contacted me to notify me nor see why. I contacted your office and was told I needed to buy out my contract which I did. This morning I was sent an email stating that the amount you told me was not enough (I kept and have ALL documentation and correspondence stating everything said). So I called you highly educated billing department. While on the phone he stated that the price you sent me as a confirmation of my payment made was wrong as well as the price you quoted me was wrong as well. While one the phone he gave me not one price quote needed but rather gave me one price, then contradicted that price with another price I needed to pay, but then again contradicted that price stating I was owed a credit. Just when you think ADT can’t lower the bar y’all really surprise me and do..Limited time customerVersion: 4.21.15

Never worked like the Salesman said it wouldThis system is garbage, none of the camera settings work like they should. When only having the person setting set it will still detect moving cars and practically everything. The wind blows and there goes one of my “ fifty a day snaps”. With the dogs setting off the camera still picks up my dogs because from the operator words “the dog is too big”, what she really was saying is the app does not work like that state it does. Called customer support to wait thirty minutes to end up having them jack all of my setting up even worse and basically took all of the security out of the cameras, then hung up on me. The day I agreed to the plan I swear the salesman said the whole system ran on its own network, after the install I figured out it’s not and he changed his wording to “only the panel has its own network”. Not satisfied at all with ADT from support to the cameras it’s all trash, will be leaving once my contract is done..BithcletVersion: 4.21.15

Constant glitches and lagsApp glitches and lags almost every use. I’ll open the app and see that system shows armed when it isn’t. Also constantly getting arming reminders when I shouldn’t be. Be smart and set up your own security system. Don’t get trapped in a 3 year contract that costs thousands to cancel early. Had a tech come out to fix the doorbell cam that never worked only for him to take it off, make up a lie about there being too much power running to the doorbell, and tried to say it’s an electrical issue that needs to be fixed by a certified electrician. Fortunately, my brother is an electrician who taught me the family business so I knew he was lying to me immediately. He tried to mansplain it and assumed I would just believe whatever he said because I’m a woman. All he did was prove how absolutely useless ADT is. I ended up checking the electrical myself and installing a basic doorbell and cameras. His visit cost me $85. The doorbell and cameras cost less..DispyHanVersion: 4.21.15

How to Instruction for adjusting the brightness via the iPhone appPlease advice where in the IPhone app are the cameras adjustment for brightness for our outdoor security cameras. I am able to adjust from the website but not from the IPhone app. If the info is in the IPhone app I have not been able to find it to utilize it. Therefore, without the accessibility for the IPhone app our outdoor security cameras are a waste of money if we are not able to adjust the brightness down from too much sunlight rending the camera blind or, vice versa at night, being able to adjust the brightness up from complete blackness, again rendering the camera useless and blind thereby not able to “see a trespasser,” and record said trespasser. Please provide simple, straight forward instructions. So far, I’ve not been able to locate instructions that provide clear how to concerning this matter. Thank you in advance..DealeontheChesapeakeVersion: 4.21.15

Calling for issues!I am having issues with the system not connecting to WFI. I have put in my password. Calling for assistance is refi umpuste called several times in the last few days. I’m not a fan of being on hold anywhere from 20- to 45 minutes. My sensors have not been maintained for the last 7 years. The ADT app doesn’t do what I need. It takes note of every occurrence while I’m at home. Doors open and closed windows open. I don’t need an account of that when I’m at home only when I leave and set the Alarm. The worse part is that I make my payments and can’t get any assistance and when I do call and finally get thru, I have a technician tell me what to do or try fix it myself. Not how I visualized your alarm system. I have contacted Xfinity and they ran a check of my system and it is operating ci Correctly. Maybe it’s time to chance companies. Still waiting one my cell bridge promised 4 months ago. Not great service l..BarbieButnerVersion: 4.21.8

The worst serviceI have never experienced a worst company in terms of technical support. I have tried to resolve the doorbell camera issue now for three months, I have been on the phone with four virtual assistants, multiple tech-support people… The only one of which, “Shane” that was extremely helpful and advised I would not be charged for a service call if someone came to my house… everyone else has stated I would be charged for service. I live in a high traffic area where my doorbell camera is the main reason I have my security system, Which has not worked for multiple months. As far as I’m concerned, ADT should be refunding me back alarm Service charges instead of charging me. Absolutely, appalled. I have wasted hours of my valuable time… Which clearly is not important to ADT, because I have sat on hold, waited for calls that didn’t happen, and spent time with virtual assistance without resolve. This is absolutely ridiculous..DonewithcoVersion: 5.2.4

BuggySuper buggy - log in issues etc.. Sloppy responses - when I submitted about a forgotten password it said “we’re sending you a message about your username”.MusicartgeekVersion: 4.21.15

Reconsider if you are trying to get this system/appApp automatically logs me off and now telling me my password is incorrect but when I sign in online it works. Simply a waste of time and money it seems like!!.KensimbaVersion: 4.21.15

👎🏼The live camera doesn’t always work when they need to.Dropdehd:)Version: 4.21.15

App STOPPED WORKING Jan 2023Don’t bother with this one. Just download alarm.com.Ahasj382Version: 4.21.15

YyghkllIch put is ja.ZukoollkkkVersion: 4.21.8

Pathetic and waste of moneyPathetic app, such a waste of money. Does not capture and saves the video or images of activity. Customer service takes hours and hours to connect and then disconnects..Sukhvirajan@31Version: 4.21.8

Don’t waste your moneyThe cameras will send you over 100 email alerts a day on the low setting (on high you’ll get 200+), and on top of that the cameras don’t even pick up everything they should (like the night our son forgot his keys, and came in through a bedroom window well within view of the camera, but didn’t get picked up, glad he wasn’t a burglar). We’ve had bad advice on the wireless smoke detector from customer service when we called because it kept going off line. When I followed what he told me, I set the smoke detector off and the fire department arrived. Good to know they responded, but bad that this happened while listening to customer service. I wasn’t warned that this could happen and wasn’t told to alert the monitoring company (something that customer service could have done for me). The contractor that installed everything initially did a poor job, got in and out as fast as he could and didn’t seem to have much experience in the work. We needed to have a Telus (not subcontractors) employee come out to set things up properly, put the smoke detector in a usable area, fix the cameras, etc. He was really good, gave us good advice, taught us about setting up the controls more to our liking - what I would expect a “real” tradesman to do. When first signed up, the salesman told us if we weren’t happy with the system, we had 30 days to cancel or we’d have to go with the full 3 year contract. We had numerous issues in that first month, and wanted to cancel, but the number we were given, nobody answers and no provision for leaving a message- so not possible to cancel. We’re stuck with it, whether we like it or not. AND WE DON’T LIKE IT..Trigger-Happy-69Version: 4.21.8

Waste of timeNever works.ClairifyMeVersion: 4.21.8

ScamI’m from Mississauga Ontario, I used ADT security 5 years ago, after 3 months of use I don’t like it and want to cancel it, the agent from ADT told me we need to pay the rest of the money for the next 5 years because of the contract, but I remembered during the contract sign up the seller told me there is no contract and can cancel anytime, and he didn’t mentioned anything about 5 years. I signed pretty quickly. At the end I have to pay $1800 for nothing, the biggest scam I have ever met in Canada as a new immigrant. Don’t use ADT and don’t be scammed!.OPP 146Version: 4.21.8

UnsatisfiedOur back camera has not worked for months. When on the odd occasion it does, the picture quality is very poor. It’s takes to long to start another recording. Approximately 3 minutes and only records for to short of a time. We had one of your sales people here in the beginning of October and he told us that he would pass on the information. So much for that. With what we pay and only get about 45 % satisfaction, I think we will start looking at other companies. The only good thing that I can say is that on 2 occasions our detector went off. On those occasions the ladies on the other end of the conversation were Fantastic. Sincerely: Barry Hobson 250-318-3532 B. Hobson.B. HobsonVersion: 4.19.5

Poor control of length and frequency of recordingsNot useful for the training purposes I bought it for. (Swimming). I catch opening the cover of the pool and then closing it but nothing in between. IF i stay in long enough it catches a 1 min clip which isn’t helpful. Am planning to return it..Ali n AbiVersion: 4.17.1

Never worksNever works.Irvind123Version: 4.17.1

Not worth the five year contractThis is not worth the five year contract with ADT, it doesn’t always work then somehow woks when tech person shows up, then they say nothings wrong with it! So don’t waste your money on it!.RandyswhatsupVersion: 4.17.1

GarbageCheap garbage.Yeet boy 221Version: 4.17.1

Une application qui a du potentiel mais qui est toujours très médiocreLes instructions sont déficientes et l’application fonctionne lentement. C’est visiblement encore très très bêta.DaisybouVersion: 4.17.1

Can’t ever seem to get my issue resolvedI signed up for a trial with ADT Telus and canceled with the first 10 days. They never came to take the system out, I’m being charged monthly for something I canceled. I keep calling and keep being told they will get back to me but never do. Hoping this review gets someone on it like a manager..LemoneatchaVersion: 4.15

Terrible app, terrible serviceVideo upload limits reset at New Years, upload limits reached by mid February. App won’t load the help page, and doesn’t communicate with the doorbell 70% of the time..NitpickyjonVersion: 4.15

GarbageGarbage. Can’t even see through out the day only when it gets triggered. Our cars still got broken into cause the alarm was never triggered. Now it is by itself sending out alarms to police and then telus is contacting our relatives?? Very confused why this is happening. On top of that we cancelled within 30 days..Ramangill22Version: 4.15

Terrible, rip offIt does not do anything it is suppose to do! And it hardly ever allow you to view your live feed or save any of the the things it is suppose to record. Pretty ridiculous, had to call over 4 times in the past 3 months in order for someone to “fix” the problems just for it to have the same problem 2 days later lmao.AocciwbfivuwgrvficjabwndiVersion: 4.15

It sucks.Doesn’t give me an option to connect to wifi after changing my password.Version master 45 6 70Version: 4.13

Email notificationsI hate all the email notifications every time a car or person goes by my house. I have requested assistance but ADT has not offered assistance. Also I signed up because of the discount I was supposed to receive on my cell phone. I’m still waiting for a SIM card and three calls to my sales person and still no follow up or service. I do not recommend ADT/Telus..RznickVersion: 4.13

Very poorDifficult to access notifications and obviously Telus knows very little about security they should stick to phones.Ronso123456Version: 4.11.2

RaovarinderZero.....Rao 2791Version: 4.11.2

Doorbell rarely worksDoorbell rarely works door lock does not work always having to reset it☹️.GoToDoBoVersion: 4.11.2

Horrible companyStay far away from ADT.ChickenFriedSTKVersion: 4.11.2

Too slowSlow response to activate alarm . Don’t no why when they set up the alarm it was faster ..GC268Version: 4.10.15

Poor design and applicationThe phone app itself fails to offer most basic options like changing the time. I know it should automatically correct the time based on the time zone, but it didn’t. It also does not link all the other home security appliances they installed..Always a CanuckVersion: 4.10.15

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