Customer FAQs

Discover answers to the most frequently asked questions from ADT customers.

1. I received a letter/email about a 2G update for my alarm system. What should I do?

If you received this letter or voicemail from ADT, it is very important to update your security as soon as possible. Call 1.800.345.3991 now and a representative will schedule a service appointment for a technician to visit your location.

2G to 3G conversion

2. How much will it cost to update the system?

There is no charge. Any parts involved in the update will be provided at no additional charge.

3. Why do I need to have my alarm system updated?

Your ADT security system contains a cellular radio transmitter that provides communications to the ADT monitoring centers. The radio transmitter sends signals over the cellular networks of wireless carriers (i.e. AT&T, Verizon, etc.). They are in the process of updating their systems from 2G to newer technologies such as 3G, 4G and LTE (Long Term Evolution). When the ADT service technician visits you, he will replace the 2G radio of your security with a new radio that will work on the upgraded carriers’ network.

4. How can I proceed to update the alarm system in my location?

Changing the 2G radio is not a do-it-yourself activity. ADT requires the upgrade be performed by an ADT service technician. Please call the number on the letter/email communication you received to begin updating your system.

If you did not receive an email or a letter or cannot find it, please call 1.800.345.3991 to speak with a representative and schedule a service appointment.

5. What are the benefits of updating my alarm system?

Updating the 2G radio in your ADT security system allows you to maintain communication with ADT. This will ensure that emergency services are available for you when you need them. 

At some time in the future, the cellular carriers are intending to turn off their 2G networks. By upgrading now, at no cost to you, your service with ADT will continue without interruption.

6. What will happen if I do not update my alarm system?

At some time in the future, the cellular carriers are intending to turn off their 2G networks. After this happens, if you do not upgrade your radio, ADT will not be notified that you need emergency services.

7. How long do I have to update my alarm system?

ADT recommends updating your system immediately in order to avoid any future communication issues.

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