Frequently Asked Questions

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

Your Questions
Our Answers

Q: How does my ADT alarm system work?
A: The alarm system may be armed in the "Away" or "Stay" mode. Once the system is activated, each monitored zone has the ability to recognize a violation. Once a zone has been violated, the alarm system then dials ADT and transmits the message through a telephone line. Once the signal is received, the alarm system will wait to send another message if another zone is tripped. Entering the code and turning off the system will end this process.

Q: Why is my motion sensor providing false detections?
A: A motion detector may activate falsely due to improper installation of the device above a heater or furnace. Movement of objects such as balloons, blinds, and curtains within the range of a motion detector may also trigger an alarm activation. The motion detector may require relocation or adjustment by an ADT technician.

Q: Why does my keypad display "no ac"?
A: An alarm panel will normally display "no ac" when the system has lost electrical current. The outlet should be checked to verify that it is operational. If the outlet is working properly a service call will be needed.

Q: Why does my alarm system take so long to notify ADT?
A: The alarm system provides a delay period for the user. This delay period allows the user to disarm the system in order to prevent an alarm activation. The delay period can range from 30 seconds up to 3 minutes.

Q: Why is my system not communicating correctly?
A: An alarm system may lose communications for several reasons. The telephone line the system communicates through may be inoperable or equipment on the alarm system may not be functioning properly. Operational malfunctions within your phone company or ADT may also be possible reasons for communications failure.

Q: What should I do if my technician does not show up as scheduled?
A: Your time is important and our technicians strive to arrive promptly as scheduled. If we miss an appointment and have not contacted you, please call 1-708-449-9900 and select the option to inquire about a pending service request. An ADT service dispatcher will quickly assist you.

Q: Why does my keypad display "not ready"?
A: Your keypad is informing you that the alarm system is not ready to turn on (arm). Common reasons for this are that a door or window is not completely closed, a motion detector may be sensing movement, or a previous alarm has not been cleared out of the memory. Correct the condition and the alarm system will be ready to arm.

Q: What is an undefined signal?
A: Your alarm system is capable of sending many types of signals to ADT, which is why we spend a lot of time during the installation testing the alarms. Very rarely a system will send a signal that is not clearly defined in our database and requires us to update our information.

Q: Why does my system show that ADT is "still working on it"?
A: If an ADT technician or installer is not currently working on your alarm system, your system was left in a programming mode. Call us at 1-708-449-9900 and speak to an operator for instructions on exiting the programming mode.

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.

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 ® Essentials Plus system in your new home as part of the Relocation Discount Guarantee.

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 1-800-765-0004.

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.

Q: How do I change the people listed on my call list?
A: Just call the ADT Customer Monitoring at 800-662-5378. 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.

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 1-800-662-5378 for any service-related issues.

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.

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.

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.

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.

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.

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 1-888-662-5378 to request repair service.

Q: Will VOIP work with my security system?
A: The overall reliability of the network connections used by some VoIP providers has not presently been proven to be as reliable as the more traditional, landline-based telephone service (Public Switched Telephone Network). Some VoIP services may be temporarily unavailable due to scheduled or unscheduled network outages. You may be familiar with such lapses in service based on your own experiences using the Internet. ADT CellGuard® uses a cellular network to connect an ADT alarm system to the ADT Customer Monitoring Center, bypassing non-traditional telephone services altogether.