Frequently Asked Questions

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Frequently Asked Questions

What is included in the basic package?
We have advanced security packages waiting for you, depending on if you want a hardwired or wireless alarm system.

How long is the contract for?
It is for 3 years with ADT, and will automatically renew at 2-year intervals.

Are pets going to be a problem?
Small dogs should not pose a problem, however, large dogs and cats may set off the motion sensor. There are some motion detectors available for larger dogs, but it is commonly recommended by the installation technician to swap the motion sensor for inside contacts in the event of a cat. Cats are more likely to set off a motion sensor as a result of their agility and ability to go into the area covered by a motion sensor.

What happens after I purchased an ADT security system?
We will provide you with yard sign and window decals which should be placed in your yard and windows as soon as possible. These valuable tools can help deter potential burglars from entering your home and property. We will also schedule your security system installation when we speak with you. THis will generally be either the same day or the next day, depending on your and our availability. For your convenience, we offer flexible installation schedules from morning and afternoon appointments or Saturday appointments.

What happens if I accidentally set off a false alarm?
You have 2 ways to correct a false alarm with our system. If you accidentally set the alarm off yourself, the following normal procedures allow you to avoid having the police come out unnecessarily.

Simply input your 4-digit code into the keypad and reset your system. This would send a signal to the monitoring station that the correct code has shut off the alarm and that there is an authorized user on the premises. This would then cancel the alarm.

If you were unable to do that within a reasonable time frame (generally 45 seconds), the signal sent to ADT would cause them to call your home to verify your safety. ADT will let the phone ring 4 times. When asked by the ADT operator for your personal identification code (PIC), supplying them with that would again verify that you were an authorized user. If you were unable to reach the phone in time, ADT would assume you were not at the residence, and a real emergency was taking place, and the police would be dispatched.

We also provide you with a familiarization period which allows you and your family to become familiar with your new home security system minimizing the threat of false alarms.

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What is the familiarization period all about?
The familiarization period is 7 days. This period allows the homeowner to spend time getting used to their new system and allow errors to occur in the learning process. It can be extended at the request of the customer.

How does it work? Specifically arming and running the system.
Our installation technician that comes to your home to install your system will explain the systemís operation to you in detail.

When is my first payment going to be coming out of my account?
If when you take advantage of the promotion you have passed the billing date for that month, the first payment would be at the beginning of the next month. You would be prorated for the portion of your first month from the date of installation, and pre-billed for your second month. Usually, the first payment is the largest. After that your monthly charge resumes to the normal $31.99 plus tax.

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Why do I have to give you a void cheque?
In order for the billing department of ADT to have the ability to automatically debit your account, they need a void cheque to access the correct account at your bank.

Why do you have to do a credit check? Is it going to affect my credit rating?
A credit inquiry is done to ensure the good standing of your account and is often used when utilizing a monthly payment for a good or service. It is normal for companies to do a credit check and it will not affect on your rating long term.

What does the Extended Limited Warranty cover?
For the length of the agreement and as long as the customer is monitored by ADT, all parts and labour are covered for the system with the exception of misuse and or abuse. Batteries are not covered in this warranty.

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What are the costs for extra devices?
Prices will depend on what extra devices you need installed, and we can help you decide if they are needed and arrange for price discounts or different package settings according to your needs. For quick answers for this, contact us using our form, or call us directly at 1 866 275 4095.

What can I expect once my system is installed?
Once your ADT security system has been installed, you will receive an ADT welcome kit. Your welcome kit will contain valuable tips and information such as a 6-month money back guarantee, theft protection guarantee, valuable savings on all relocation discount program and more. It will also contain the important emergency contact phone numbers provided to us, along with those important phone numbers and contacts at ADT. Be sure to place your welcome kit in a safe place so that you may refer to this information as needed.

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Are you available if I have questions or wish to make changes with my security system?
Absolutely, we are available whenever you have questions or need assistance with your ADT security system. Our agents strive to maintain ongoing relationships with a valued customer such as your self. In fact, you may contact your ADT representative for a demo of your system once it has been installed. They will be happy to go through with you and anyone else who may have access to your security system including known contacts on your emergency call list.

Do all my emergency contacts have to have keys to my home?
Yes, as they need to be able to re-secure the home in your absence should you be unavailable. As well, if the intruders enter through an unprotected opening, the police would require your contact to open the front door to gain access to your home.

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Can we change who our key holders are at a later date?
Absolutely. Simply call ADT and give then the up to date information.

Can we change our passwords later?
Absolutely. Simply call ADT and tell them you wish to make a change. For security reasons, this should be done by the homeowner and in writing.

What if my phone lines get cut?
It is very rare that residential phone lines are cut. If phone lines are cut, it is by professional thieves, probably targeting banks or jewelry stores. Persons breaking into homes are usually looking for things they can resell quickly for cash. Also, the common thief would rather target a home with fewer barriers to go through than a home monitored by ADT.

Burglary is a crime of opportunity. Burglars donít choose victims, they choose opportunities. In the unlikely event a burglar does cut the phone line and compromise the integrity of the home, the alarm will still sound and alert your neighbours to an intruder.

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Can we get a cellular backup?
Yes, cellular backup is available, however, this type of application is most often applied to large commercial systems. If you are interested in more information on cellular backup, just contat us and our sales representatives will give you more information.

What happens if our electricity dies in the house?
Your system is equipped with battery back up for such an emergency. ADT would receive a signal when the batteries were low and would try and contact you. If they were unable to do that, they would try and contact your emergency keyholders to alert them to the situation.

What happens when the batteries die?
A signal is sent from your control panel notifying both you and ADT that the batteries are running low. The signal allows you ample time to change the batteries and prevent any loss of security.

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Who should get my mater code? How do I program extra codes into the system?
The homeowner should be the only one who knows the master code. It is used to enter and delete the other user codes. The installation technician will go over how to add codes to your system.

Do I need more than the basic package?
Probably not. The basic package provides adequate protection for the average home. If you want additional contacts or sensors, our installation technicians will be best able to advise you on upgrades.

What if I would like to upgrade or change my ADT security system?
We are always available to help you with enhancements or changes to your security system. Feel free to contact your agent at any time should you have a need to change your system in any way.

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