Customer FAQs

Discover answers to the most frequently asked questions from ADT customers with the click of a button.

1. What are some things that can adversely affect the alarm system or cause maintenance issues for a home or business?

A change in phone service. If your ADT system utilizes a land line to send alarm signals to our Customer Monitoring Centers, changes to your telephone service could impact the transmission of these signals. If you have a telephone technician visit your home, be sure to test the system before they leave to ensure it is communicating properly with ADT’s Customer Monitoring Centers. 

Switching to DSL. If you plan to switch to a Digital Subscriber Line (DSL) for Internet services, a DSL filter created specifically to work with the ADT system may be necessary. 

Remodeling. Home repairs can result in dislodged wires that can prevent you from successfully arming without having to bypass zones. Additionally, sanding and welding in the home may also cause smoke detectors to trip. Remember to save the wireless sensor contacts before disposing of an old door/window and be sure to test the system after any remodeling work is done. 

Loss of power. When power is completely shut off for home repairs or you experience a power outage as a result of severe weather, the system will begin to operate on its backup battery for several hours. Once the backup battery power has been entirely depleted, the system will become non-operational. When power returns, the battery should fully recharge itself. If it is not fully recharged within 24-48 hours, you many need to replace the system battery. 

Household pests. Motion detectors may stop functioning or cause false alarms when pests begin to infest. Spiders building cobwebs in front of a motion detector or bugs walking across or nesting in the motion detector are common examples. Mice and other rodents that scurry across a motion detector will be picked up as movement. Other rodents may pick up or chew on wiring that leads to door or window contacts, causing the contacts to trigger false alarms or fail completely. Fumigating your home will only affect your alarm system if you have monitored smoke/heat detectors installed. Keep in mind that fumes can cause smoke detectors to trigger. 

Decorations and ornaments. Items hanging in front of motion detectors are a common cause of false alarms. Wreaths hung on doors or other door interferences can block door contacts from meeting and prevent the system from arming.

• In places of business, point of purchase displays and advertisements may affect the system’s ability to arm properly. These items often hang from ceilings, twisting or spinning in the air, and can often be light enough for air conditioning to cause them move, tripping a motion detector. Free-standing displays can block motion detectors and open box tops and loose plastic packaging in store rooms can flap and move when the air conditioning initiates.

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