ADT Self Setup Reviews

My keypad was not working. I changed batteries - nothing. I called. I was told that sometimes it just gets "kicked off". I asked that if it got "kicked off" when I was not home would my home then become unprotected. I was told "no it would be still protected." The gentleman I spoke told me what to do and that solved the keypad problem.

Although your rep was helpful, she was unable to explain EXACTLY the timing between alarm log events and those events logged at your central location. March 22nd had log events as early as 11:30am that do not appear on the LifeShield website even 6 hours later. When does the synchronization take place? She was helpful in testing our system and everything is working. Another issue, not her responsibility, was the recent e-mail from DirecTV/LifeShield announcing a Live Chat button on website. I followed the e-mail's instructions and link but NO BUTTON. Frustrating. Apparently the Live Chat person was taking a break and can somehow disable/disappear the button. How about a message like "Be Back Momentarily". Duh.

Well, you sent the replacement very quickly. 3 days at most, I think. BUT I am 81 years old, not stupid or crazy, but the new one wouldn't work. I called your number and was told that it has to be entered into my system...duh...how did I know that!!! Would be nice if your person from whom I ordered it would have just said, "Now, Ms. **, your new ONE will have to be entered into your system. So, as soon as you receive it, call us and we will do that for you. And then, it will work." Of course I had to use my phone, and when I came into my house, the phone was in my purse. And by the time I found it, the alarm was screaming at me. All that confusion could have been eliminated if only you would, in some way, inform us old women or men that this has to be done before the new thingy will work. What do you think?

Needed to change my c/c number due to the fact my old card went missing. The person I dealt with was very pleasant and helpful in making the changes for me. Your company had some of the best people to work with and they all spoken very good ENGLISH. It is a pleasure to deal with a company like yours.

The representative had a very pleasant and helpful disposition. Made the experience very nice.

We have had to reset our touch pad quite a few times.

Did a great job.

Recent conversation with customer service went very well. Took care of all my customer service issues... Can't say same for quality of the product, improper installation and liability poor.

Support was great. No problems. Person (lady) was well trained. Suggestion - keypad needs a louder sound so you can hear when doors are opened. Old system had same problems. ADT system which I had before changing to LifeShield was loud enough to hear throughout the house. You should provide an add on beeper or something.

I received an email from your company stating that I needed to reset my Duress Code. I tried to do this online, following the directions in the email, but was not able to do so unless I disarmed the system. I did not want to do so. So I called and got a lovely woman named Emily, who was able to reset the Duress Code for me over the telephone. I was very pleased with how quickly she resolved the problem.

Security touchpad. The table was ordered and received in a timely manner.

My backdoor sensor was losing communication but is now back on line. There was nothing the rep could do she said with me gone.

I'm very frustrated with the system itself, no one on my house likes this system. The sensors have fell more than one time, the panel on the wall is a cheap piece of plastic, the pad never works. I can't set up the alarm other than bypassing the sensors. There is always issues... The beeping to set the alarm is so loud and ever worst because it can't be adjust. It's my worst experience ever with alarm system. Will never recommend this system. Poor system, poor installation. It was my worst decision ever to changed to LifeShield. The operator was very nice though.

I could not activate my system from my phone because it continued to ask for my user name and password which I could not remember and was not in a place where I could readily get to it. The young lady that assisted me was OUTSTANDING. I believe her name was Ashley. As for the way you handle updates there is a lot to be desired. I received an email telling me to check for updates prior to 3/15 which I did. They system did not show any so I assumed all was well. NOT SO. To compound the problem the system is at our vacation home we were at our full time residence hence the problem manifested. Thanks to the work of this young lady. All has been rectified.

The service sucks. I want you to come pick up the system but nobody will pick it up until after I'm done paying for it. I will pay for it. I just want the system gone.

Have had trouble connecting to wifi for 2 months or longer since you did routine maintenance of tablet.

He was very helpful. He knew what he was talking about.

The technician was very patient and walked me through possible issues. As it turned out, the problem was on my end.

Our system was out completely. After considerable phone time with your representative, our problem was resolved. We were totally satisfied with the help they provided us. Thank you.

The rep was very good and patient in helping me with my indoor camera.

Outstanding! Just wish the cameras and sensors were more affordable. Thank you.

Resetting tablet post software update - Went well, thanks.

We are moving to a different state and wanted to cancel service, but representative said we could take it with us and upgrade equipment as well.

I was very satisfied with the representative who carefully answered my question by phone yesterday. I think his name was Allen. I have not been satisfied with the equipment provided by LifeShield, and was happy to switch to the company, AT&T Digital Life, that has purchased your company. My tablet screen cracked without being dropped or mishandled. My key fob fell apart after being dropped and it also cracked. Two of my door sensors kept going offline. Eventually I began bypassing the one on my exit door because the alarm would go off a few seconds after I left. One time it stayed on for two hours with my cat in the house. It was traumatizing to her and I hope it did not injure her hearing. I would not recommend LifeShield to a friend.

I enjoyed Lifeshield. The best thing about Lifeshield is they call you immediately if an alarm is alarming. The worst thing about Lifeshield is I often had disconnected or undetected sensors when we did nothing to it. But I really like my services.

Received a call from "Rick". He informed me that he had checked with Tunkhannock Township and that they required a permit to have LifeShield service. The cost would be twenty dollars. I informed "Rick" that I did not live in the Township and that I lived in the Borough where no permit is needed. He politely informed me that he would check with local authorities. He called back a short while later and apologized for the error. This man was polite, professional and took his job seriously. I commend him for his efficient search to the correct answer to LifeShield's incorrect assumption. I hope you will pass my positive input back to him. I would like him to know that his efforts are appreciated. I installed the LifeShield equipment myself. It was sent to me in the mail, so it is my efforts that got your system up and running. I had no help other than the directions given in the package containing the base, sensors, etc.

I called March 10th, and customer service accepted my request to disconnect, and I paid $110 to do so as my contract was not complete. My system however did NOT get disconnected, so I had to call back yesterday, March 15th (first reached tech support who then transferred me to a specialist) who did finally disconnect my service. Both tech support and the specialist were very nice, very helpful. I do want to say however that whenever I have called Customer Service (several times over the last 3 years) they never get the information to other departments, they don't follow through or seem to do what is requested. They are a weak link in the LifeShield company. Sorry to share this but it's true.

My account was cancelled due to no payments. The representative help me get the payment caught up and my account restarted.

Apparent weak signal to door.

Very helpful all the way around. Spoke to 2 diff. persons and they were the same as far as helping me.

I was very pleased with the outcome and how friendly and helpful the rep was.

The wi-fi connection change disconnected the camera. The professionals of the staff had the situation back online in no time.

The best security system by far, in flexibility, durability, and advancement. Customer service is fast, knowledgeable and articulate.

Phone from LifeShield was blinking a blue light indicating low battery. Wanted to know if I could just unplug it and take the battery out without affecting my service. I already have a phone to use in case of emergencies.

Changing service to AT&T Digital Life.

Customer service was polite and knowledgeable.

Called to find out if the remote key fob could be loaded into the remote access of my new car. Was advised that this was not possible.

The service rep helped my wife get our keypad to link to our base in a few minutes. They were a great help.

I am very happy so far...

I called to find out if it was possible to transfer my account to the new couple buying my home. It's very upsetting to find out that I am unable to transfer my account over to the new home buyers, considering they feel in love with the system and my new home seems to already have a service built in. So if I move to a house with a system, I have to cancel my contract and lose money rather than just transfer it to the new buyer and they can enjoy the safety and comfort of your system.

I unfortunately forgot the guy’s name who helped me but he was very very nice and helpful. Couldn't of done a better job!

Technical support very helpful and patient.

Received new keypad and activated it, but received incorrect batteries to replace in window sensor.

Good customer service. Want to more about the cameras.

System would not disarm. After frantically trying to get the system to disarm we finally called the consumer help number and she pleasantly walked us through the procedure to disarm the system. Her calmness helped relieve our stress. An electrical storm that had passed in the night had knocked out our Wi-Fi connection. She was really great.

We recently moved and needed to update all of our info. This was taken care of very efficiently.

Updates were required and customer care was very helpful.

System works but the entry keypad screen went blank.

Answered my concern very professionally.

I just needed to reset passwork. I got quick easy reset, without security risk.

All questions were answered and taken care of at the time of the call.

The representative was very pleasant and answered all my questions.

They need to do better with their equipment. It doesn't hold up well.

My base was beeping and flashing and I was unable to figure out the problem. Called tech support and she fixed my issue in about 5 minutes. Very helpful.

I feel safe.

I called because I was getting a message that my touchpad needed updating. I followed instructions and couldn't get the update. I called customer service and a very nice gentleman helped me figure it out.

It would have helped to have instructions on how to sync the new key fob to our system.

The alarm went off and the keypad wouldn't accept the code. I had to disarm the system with my phone. I received a call from LifeShield and explained the situation. I was transfer to technical support and problem resolve immediately. Thank you.

Had to leave home for a few days. I was comfortable in leaving knowing I had security alarm system in place. Thank you!

Due to fraud on my credit card I needed to change billing credit card. Old app allowed credit card change however that option was not available at this time. Contact was very helpful and completed task promptly and courteously.

A very good product/service :)

I forgot to set my system and had to stop at a library about 30 minutes from my home to try and remotely set it. I was unable to log in from that computer so I called and the representative was able to arm my system for me.

Had an email that I received after going to bed saying that communication had been lost. When I read it in the morning I was very concerned, so I called to discuss. The tech who helped me said the system had reconnected within 10 minutes, answered all my questions, and said he would set up the system to also email when the system reconnects in the future.

I was not satisfied with internet security because of the speed my provider gives, so I changed to the cellular security system.

We had a broadband outage & I contacted LifeShield for an update on our security system. System was checked out & all's good.

My alarm system was off and we couldn't connect to the Internet and he walk me every step to get it running. Very nice guy, funny and very patient! Great experience.

Alan took his time and help me resolve the problem after I had spent several hours reading and trying to get it back on my own.

Very helpful. Awesome to talk with. By far the best customer service I have had in a while! Thank you.

I called customer service because a component had stopped working. The representative was very helpful and worked with me on the testing process before determining a replacement part was needed. The representative was knowledgeable and patient. This was a painless experience.

Service transfer - All was good.

Whenever I call I feel very good with the answers I get. Support team very mannerable and you can understand what they are saying to you. If not, they explain it further. So I do not feel used or cheated.

Cedric was very helpful when I called him about our system being down when we were out of town and unable to do a manual reboot of the base unit. He explained well about the system's function even when broadband access had been lost.

We experienced a false alarm yesterday when my mother entered the house and the keypad did not respond to our code. The person on the phone that helped me was beyond fantastic and helped me to get through it and also helped me identify what could be happening with our keypad. We changed the batteries, unplugged and it worked perfectly. Thank you!

After a long troubleshooting call we determined that several ports were blocked on my router. I have had them opened and the camera still isn't working so I'll be calling back. However the tech I talked to the first time was VERY helpful and I appreciate his time working with me.

I was surprised by the increase in my monthly rate. Rep recommended Cellular service which is comparable in cost and has less call drops because it's cellular.

Very satisfied with LifeShield.

Our camera was determined to be broken so we were sent new one.

Problems with disarming - Arm system and it turns itself off 2 times.

Every single person I dealt with on the phone or in person from day one was fabulous! A true example of outstanding customer service!!! Thanks so much!!!

Called in to report above subject items not functioning properly. Agent was exceptionally helpful and solved my problem with completely satisfaction. She was extremely helpful and very patient. A great experience.

She was very helpful and knowledgeable. She went above and beyond to help us with our order.

My keypad problems were solved quickly. Female that helped was great.

Antwan (sic) helped me to recover my passcode. He was very pleasant, calm and knew exactly what to do. I was upset as we had our first alarm in the several decades of being a customer; a plumber set off the smoke alarm when soldering. Your people called and asked for the passcode which after all these years I had no idea what it could be. I explained the situation but she called the local volunteer fire company anyway; this took people away from their jobs to rush out here. If this had been a door activated alarm I could understand calling the police in this situation, but not when someone present in the house says there is no fire and can explain what happened.

Broadband outage affected security cameras.

Honestly, wish you guys were still in business, how better service and support from LifeShield than I do with Digital Life (ATT). This company will be surely missed on my end.

Help with permits - The representative was accurate, knowledgeable, fast, and friendly.

I received an email stating that I was 2 months late with my LifeShield account, when in fact I had switched to AT&T. The customer service person took care of the issue.

Had to get help to empty media cache. Great service, hope I remember next time.

Very happy with my LifeShield. Am just having one problem, I can't get the wifi to hook up to my iPad by my bed.

We have experienced 2 false alarms. Police came out and we were not call either time.

Thank you. You were very helpful.

Situation was handled very professional and the tech was very friendly and easy to work with.

Constant problems with back door sensor even after I had to pay $100 for repeater. Cameras always disconnect and the keypad has to be reset. Too many problems. Wondering if alarm will actually work if there is a problem. Not worth the money. Wouldn't refer to anyone else.

I have to say that your customer service is extremely well prepared and extremely courteous. Whatever training or customer service protocols you've established please keep them up! Great customer relations staff!!

When keypad shows house in lockdown you can open the front door or window and alarm will not sound, police will not call or respond. Changed the battery out with new ones and it still didn't fill the problem.

Good service but needs better equipment.

Very, very satisfied with the alarm and customer service.

Both iPad and white module not working. Cedric was so patient and kind while working with me. Both items used to arm alarm were not working. He patiently walked me thru to correct my errors.

Was having Trouble connecting my older RCM811LS Cameras via wireless, so They sent me 2 newer models.

As much as you pay for the cameras you should be able to watch it on tablet as long as you want instead of 5 mi. It not fair for them to give or sell you this equipment that they don't include how it works or details about camera. They need to describe the ins and out in detail, what it will and will not do. When you get the merchandise it's too late you either pay a electrician to run the wire or you do it yourself. Still you are out of time and money and when you call in they explain to you how it works and say "We are SORRY" BUT DON'T FIX IT. That isn't good business because that customer has all that time invested in it.

It is great to know when I leave my house I can feel as though I don't have to worry about my house because it is safe and sound. The app on my phone is very easy to use and I love my LifeShield.

Lost communication with base - Problem was resolved.

Recently had our windows replaced. Had problems getting alarm system to work properly. Technician Carlos walked through the procedure to get our system working. Not only was he professional and very knowledgeable, he was very courteous & friendly.

Sign was broken. Called about a replacement. Was told there was a charge plus shipping costs. The person I talked with said he would see if he could get the charges waived. Which he quickly did. I appreciate the help he gave to me regarding this matter.

He corrected the problem to my satisfaction with no hassle.

We had some sensors that weren't responding to the burglar side of the system. Bilinden (sp?) was very helpful and resolved our issue. He was very courteous and informative.

The agent was friendly and helpful.

Each time I have had to call in I receive quick and courteous service. And also, when my alarm accidentally went off when I was cooking and smoking my kitchen up there was quick response with a phone call to make sure everything was OK. I really appreciate the service. We are seniors and need to know we are safe.

I have had difficulties with the security pad and each time I call LifeShield they are so helpful and accurate. I have been very satisfied with LifeShield.

Your agent was the best. You should be proud she represents LifeShield!!

Love the service. I would recommend this to any other family.

The technician helped me reset the base and keypad so the alarm could function. Even though I received new components for the alarm system it seems like I'm still fighting the same battle with these broadband outages causing phone calls to reset the system. Not good. Is this a problem for the future?

I called because for some reason the system went offline.

Cancelling account. Basically I have a family issue and have to take care and move in with a relative. Sad to hear how unsupportive this company is.

Your rep helped me assign the cameras to the right address, got it going. What more could I want.

Our motion detector would not hold a charge, after changing the battery frequently. I called and a replacement was sent the next day. Hit red star on installation by mistake, could not remove.

John was very helpful & patient in getting my issue resolved. However, I am not completely satisfied with the system. Thank you.

I had an issue with a battery and they replaced for free. I also had an outdated shopping credit and they renewed it for me quickly. All past issues I have had have been quickly and easily resolved. I recently moved to a new location and taking and setting up the system in this location was a breeze.

Was disengaged. Helped check it out and reconnect me.

Last night my fire alarm kept going off. I called tech support at 10:30p and they had it fixed for me within moments. I'm always impressed with how well your people know the product and can pinpoint any problems exactly.

Customer service reps was great and did everything to help me.

This last contact with your service amounted to arranging for the return of all LifeShield equipment. I received the shipping label and packed the gear and sent it off on the 8th of Feb 2016. (Although marked below - there was no INSTALLATION. Just a collection of gear, packing and taking the package to UPS.) Job done and thank you.

Ordered new equipment. Everything went well and the associate was very helpful.

I had questions regarding how long my contact was and he was able to answer my question. I also asked how much would it cost to break my contract. He was able to answer that question as well.

The technical help was professional and very well done. Worthy of emulation by all techs.

Whenever I have had to call LifeShield, the Customer Service folks have been superior; helpful and courteous. THANKS.

My 2 1/2 yr old system is running into lots of battery needs. I think your pricing and service to get the right ones without confusion is very customer-driven. Little things matter, and you are doing an outstanding job. Thanks.

Issue with credit card, permit, and a cycling sensor. Each item was addressed and corrected.

The rep who handled my issue resolved it in less than 5 minutes by talking me through resetting my base station, removing the battery and rebooting the system. All done in one call while he stayed on the line. AWESOME service.

Very satisfied with customer service representative. Worked very hard to try to rectify the problem. Waiting to receive a new base for system.

I was greeted nicely and had all needs met. Thank you.

I called due to the voice that stated door open or close was not playing on the tablet. The technician was able to to get it working in a short time. He was professional, patient and I was a very satisfied client when I hung up.

I received the upgraded hardware for my cellular primary system and was able to get it set up without too much difficulty. However, the date/time on the tablet would not auto correct, so Carlos walked me through a series of steps to manually adjust it. This system is at our cabin in northern Minnesota and has no internet service, so cellular service is my only option for a security system. Until you came out with the upgrade, I had been disconnected for over a year, which was very disconcerting, so I'm pleased to be able to monitor the system once again from Minneapolis. In addition to the entry sensors, the temperature sensor is of critical importance. The temperature during the winter gets below zero quite often, a couple of years ago dropping to -47 F, not factoring the wind chill. Should the power and/or the furnace go out, I would have very little time to respond before the pipes would freeze and burst.

Couldn't arm alarm. Service tech helped me discover problem in a couple of minutes. Just needed to unplug and remove and replace batteries. Relieved. Thanks.

Excellent customer service. I've always had friendly and helpful experiences!

Easy fix. Reset box with the help of your Tech.

Our remote was not working, your staff member had me check a couple of things, determined it was not functioning correctly. She ordered a new one as it was under warranty.

She rebooted the fire sensor twice to get it to work. Very happy with what she did and the instructions she gave me to complete it.

No complaints. It's been great.

The key chain remote is very fragile that it breaks very easily. The remote needs a case to protect it or outside case replaced. Otherwise, I am very happy with this system and recommend it to anyone who wants to feel safe their residence.

All of a sudden the base was blinking yellow, then red and it scared me, but I called and was walked through to troubleshoot the problem. The lady that was helping me was very understanding and I appreciated it. I am 64, have dogs, but still wanted to be armed for security. Thank you so much.

I had a problem where my base station needed to be reset. I called at 10PM on a weeknight and someone answered promptly and pleasantly and resolved my issue within 5 minutes. Great service I would highly recommend.

Quality service. Always had a good experience. Swift, reasonable action taken from customer service when needed. A quality service at a sort of high but near reasonable price.

After a few min and several attempts we were able to solve the problem. I was satisfied with service. I have just had a few issues with the system.

Key went blank. Service tech had me unplug the unit power cord, take out batteries, insert new batteries, and reverse order. Unit then worked.

It was hard to get through to the tech support department but after 20 minutes of trying we got through. The tech support had our problem resolved in less than 5 minutes.

Happy that a solution found, not so happy that I have to fix myself when the part comes in.

Really good rep. Very good at what he does. Highly impressed with his knowledge and seemed like he knew the answers to my questions in less than a second. I hope you all recognize him as an asset. As we prepare for our first child, he did a great job making it easy on me... And therefore, my wife with peace of mind.

So far, been very happy with LifeShield service.

Customer Service team addressed quickly and effectively.