ADT Self Setup Reviews

The technician was very patient and knowledgeable with me while converting to the new system. The technician was not in a hurry and made sure the system was functioning before we were finished. The only problem I had was two months earlier they were suppose to send the new system out but it never happened. I had to call back to get it finally sent. I hope this new system eliminates the problems I had in the past.

Great alarm!! Just disappointed - if you have a broadband outage, alarm doesn't have capability to re-attach itself to the modem unless you physically reset it from the box!! I'm away on business and unfortunately I'm not home to do this all the time!! I have an AT&T U-verse modem, so I don't understand why it shouldn't be able to.

Called to report a fire sensor not working. Had already deleted it from my system and tried to re-install, did not work. The customer service rep had me try it again and I moved closer to the base unit and she tried again. She said it was not showing up and there were no light flashing on my sensor or base unit. She said she would send a new sensor out to me and that I needed to return the other in the same box and use the UPS label provided.

Tricia was very helpful with helping me get my needed materials. She also did follow-ups making sure everything was handled correctly.

My credit card had been violated; my credit card company cancelled that card and issued to me another one. I called to update my credit card information. I talked with Adrian on 12/19/2015 who made the change. She was polite, friendly and very helpful. I appreciated her interest and her efficiency in making the update.

The technician was very helpful in solving the problem with the base flashing yellow light and not staying connected to the Wi-Fi.

Pete.

I called tech support and they were very professional and were able to solve my problem in no time.

This was a real Christmas surprise. I am looking forward to receiving my new and improved LifeShield home security system.

Several times my system has reported loss of connection on a door. One time the keypad was blank and the alarm went off. I finally turned it off on the main screen but I didn't think of it for several minutes. I had not gotten my permit yet so there was not a big problem, just my confusion.

Person I spoke with was knowledgeable about the equipment and was able to help me correct the back door alarm so that it would function properly.

Satisfied. Would like to have outdoor cameras.

Your representative was very knowledgeable of his job and pleasant. He jumped right in, recognized the problem and had it corrected in just a few minutes.

Overpriced... I have had two component failures... One still malfunctioned for 8 weeks now with a promise to make internal repairs from your end. Thinking about paying off contract, would be cheaper to pay it off and go with another provider at half the cost.

I have been so pleased with the customer service on the phone. The equipment is terrific. Was easy to install via the online videos.

I have only experience superb customer service from lifeshield, not to mention I am astounded by how developed and helpful the product is for me. Keep up the great work, I'm a loyal customer!

David ** was so helpful and nice.

The support resource was very professional and completely understood how to resolve my problem. Thanks.

Unable to unlock keypad, technician very helpful. Saw problem and also gave other helpful information.

Had to have the system rebooted, Also had to update my system. The tech service I got was great. Thanks Pete.

Started with a concern about low signal strength for the cellular phone. Did some troubleshooting, perhaps some improvement. Asked about a repeater to deal with a few sensors frequently losing contact. Repeater shipped. Your representative was friendly and knowledgeable.

Noticed that I had an error showing for the motion sensor. Got a tech on the phone and we tried to reset the sensor but it would not set. After the third or fourth try she decided to ship out a new sensor to us.

I am very concerned about the recent acquisition by AT&T. They have their own security system and I am not impressed. I am worried about the future with LifeShield. I am already getting pressure from AT&T to switch to their service.

Your keychain remote control keeps breaking. The 1st one was our fault. We dropped it. BUT when we changed the battery in the 2nd one which by the way, you charged our credit card $42, on 10/21 broke in the same spot as the dropped one. There is NO WAY a product should break so easily especially for $42. You are sending me another one at no charge this time. BUT it is left to be seen how long this will last since the plastic breaks so easily. We should be able to change a battery without any breakage.

Jennifer was very helpful, and helped me resolve the problem over the phone.

I came home from dinner and tried to shut my alarm off. It would not allow me to do that. The monitoring company called and suggested I call LifeStream. They immediately directed me on how to fix the problem. I am extremely satisfied with LifeStream, extremely knowledgeable techs.

We had many issues to cover. He was very patient and informative. I never have a problem with your personnel. It was a pleasure to work with him. We discovered other issues while we were on the phone and he dealt with them easily and efficiently.

There is times our alarm goes off for no reason why. I tried to under the alarm the other night and was unable to because you said low battery, although our box control box is plugged into the wall. Don't understand this is second time this has happened.

I called to inquire about rate increase. Customer service said it was a tax increase. I am not aware of any taxes that have increased 6% at the Federal, State or local level. She said I would receive a call from a supervisor. Still waiting.

Our electricity was out for several days and when it came back, I did not know how to start the security system again. The help was fast and accurate.

Security cameras were not working. After calling in we had excellent service repairing the outage.

We had our system installed over the summer of 2015. Since then we have some good Seuss with one of the sensors. First the battery went after only ~3 to 4 months and now the same sensors completely went out. It could not connect to the system and needed to be replaced.

I was not being monitored in error for some reason. The customer service rep was very nice and respectful and handled my problem quickly. Thank you!

Our system wouldn't turn off from either the keypad or the tablet. We finally turned it off from our mobile phones, but our local police department still showed up. We call the next morning and got EXCELLENT customer service. On one call, our problem was totally solved. Thank you LifeShield!

Thank you LifeShield for your very professional services and friendliness when I call. I really enjoy the services I have and recommend Life Shield to my family and friends. I am a very Satisfied customer, love your prices are Wonderful services. Way to go!!!

There was a new upgrade and he walked me through it so my keypad is working again.

Technical assistance - Expert, speedy, and cordial.

The new interface is not as user friendly.

The system was installed on time, has worked well as we learned to use it. We have had one piece of gear (Tablet) go bad as of 12/9. Has been ordered and sent as of 12/11. I have a tracking number. The service was great, courteous and helpful. Thank you.

Help with my Key chain. I am very happy with the call.

The associate was able to quickly determine that my false alarms were coming from my remote that had previously been dropped and broken. She deactivated the remote and put in an order for me to receive a new one, as well as a label to send the damaged remote back. Her customer service was great.

Robert was able to help and everything is working as it should again. Thank you!

I am very disappointed to find that eliminating the camera from my security service would not decrease my cost. I am very satisfied with my DirecTV service. I am still evaluating my LifeShield service. It seems a shame to poison an excellent business relationship with such a short-sighted policy.

Love the system, but cannot keep my fire sensor connected. Sometimes I get an error code when I put in my Master Password - resulting in the alarm sounding. I can't figure out how to bypass some of the sensors when I need to.

Panel not communicating. Help desk did a good job of letting me know how to correct the issue.

I constantly received emails from Security alerting me of a low battery. This message did not appear on my console at all, but I proceeded with the steps shown on the website of removing the battery and then placing it back. I did this but continued to receive messages. Once I called and spoke with a representative, he informed me my system was of the older models and this is where my trouble was coming from. He shipped a new battery which I am waiting on and also asked if I would like to update my system. At this time, I do not want to update.

Upgrading my alarm system. Wish there were additional perks for loyal members but customer service rep was friendly. Process took a little longer than expected over the phone but overall install date was set up for just a week out.

Pretty happy with this company now. At first, it was scary. We would be away and get an email alert that would say "Window Broken? Or Front Door Open?" It would be great if they offered some cameras to make up for our stress. Besides all of that it is a great company.

Very happy. No complaints.

Customer service rep was very helpful with walking me thru the activation process.

I was having problems connecting with the mobile app. One of the reps was able to help me resolve this.

I had moved my camera and somehow deleted it from my system. The representative I spoke with had me back online in short order.

Keypad was not working. Agent took me through a "reboot" of the keypad and got it working.

Very knowledgeable and nice representative.

Jasmine helped me. She walked me through the process to get both cameras back online after I had installed a new home router. She was very courteous and professional.

Motion sensor failed. Problem was solved.

The agent was efficient and professional. He explained things well without wasting my time.

Person was polite and seemed to know what she was talking about.

Received an email regarding the disconnected base. The technical support helped to fix the issue by disconnecting and reconnecting.

I called the customer service center because my panel wasn't working properly. The customer service agent was helpful as this has been a common problem experienced by many LifeShield Security customers. The customer service agent aided me in solving this issue but there was one more issue they were not able to assist me with. That issue is with the loss of communication between the sensors and the base station. It has been a prevalent problem that I would like to see resolved. It does not give me great confidence when my doors or window sensors frequency lose communication. I lose the feeling of security and trust in the system that is installed. If this issue could be addressed in the near future it would be greatly appreciated.

Had a problem activating alarm. Called tech support and was fixed in a few minutes. Great service.

Customer service rep was very helpful, very detailed and provided excellent service. He is an asset to your company.

The service person was very good and worked with me to get everything back working. At 65 having to move ladders and climb wasn't easy in order to rename my various entry points, but we got it done. That is really why not a 5 star. Also my emails and notifications are addressed to my neighbor Dena ** instead of myself. The return slip did have my name but all else was shown as Dena. You might want to correct that in your records.

The customer service representative was outstanding.

Replaced piece immediately at no charge. Seems that I am losing detecting the device and need to reset wall monitor and see what happens. Everyone very helpful.

I had a beeping sound coming from my base that I simply could not get to turn off. I called and got through to customer service almost instantaneously. He took my information, found the problem almost instantly, and fixed it just as quickly. One of the best customer service calls I have ever experienced.

I contacted tech support requesting assistance setting up two additional sensors on my system. The representative was completely accommodating, professional and polite. Made the process very easy.

Assisted with the setup of the router.

I needed to upgrade my payment method and reset my password.

Rep was able to get me back online.

Awesome service and always courteous and professional!

My experience is positive, this was easy to install and set-up. Anytime I've had a question it's been answered quickly, the customer service people are awesome. I'm not a fan of DirecTV, but these guys may change my mind!! Whenever there's been an issue with the system I've been notified very quickly and there are lots of ways to set up the system just the way you'd like it to behave.

A glass shatter alarm was sent to LifeShield. Unfortunately I didn't see the multiple phone calls and emails that were sent to me because they went to my cell phone and I keep my cell in my purse while at work and my purse is locked in a drawer. I saw calls and emails when I was leaving work for the day (three hours later). I immediately phoned LifeShield and the customer rep helped to reassure me that everything was okay and that it was a false alarm. The customer service rep said that if there was a problem the police would have notified them when they arrived at my home. The customer service rep then asked if I wanted to hold while she confirmed, I said yes. She confirmed what she told me and I was so relieved.

The CSR was great. I would give him a ten every time.

The keypad was not working. The tech knew immediately what the problem was and told us exactly what to do. He was very helpful.

Called to deal with a camera not working. Went thru with the tech to fix connection problem, determined not work and they are sending a replacement.

I called regarding potentially having to cancel the account due to cost, but your representative was extremely helpful reducing my cost long term in order for me to remain a LifeShield customer. I greatly appreciate this! Thanks.

My contract says that I have 4 doors and 4 windows with sensors. 1 door (the one leading to the garage) was never activated by your technician. The reason I know is that I removed the sensor (it belongs to ADT) when I contacted your office. 1 other sensor does not work (the side door to the garage). When I requested that you send us a technician to correct the problem, I was told that they will charge me for scheduling him. Your equipment was faulty in the first place and it has never worked. I needed someone to install the sensors and test them. But I was told that I have to install them myself. If we don't have a 3 year contract, I would change Vendor in a heartbeat. I never had this kind of problem with my old ADT. I wish I had never changed alarm systems.

Satisfied with service, very friendly customer service reps and love the system.

I have had problems with my key pad not working. I have had 2 key pads and the pad I have now is not working correctly. I requested a key chain to replace the pad. Per the customer service rep, I should be getting a key chain in a few days.

I needed a copy of either alarm permit or "certificate of monitoring" for my homeowner's insurance. Very easy to find; staff member I spoke to was very nice, helpful, knowledgeable, pleasant and friendly.

I used to do tech support and I am extremely happy with my first call to tech support since my system was installed. Very knowledgeable and fix my issues very quickly.

Trouble connecting to mobile app. Properly diagnosed problem as being filters on our home WiFi. Changed filters and everything worked.

Could not get the system to arm. Called tech support & walked me through rebooting the control center. Fixed the problem.

When I first called I could not understand the tech due to his accent. I asked for a different tech with less accent and he hung up on me. Called back and second tech was better. Still frustrated with modem that went out after only a week and a half of service. Three days, no internet service. WAITING FOR REPLACEMENT MODEM.

Pad was showing not connected. The customer service rep helped me get it working again.

After being a customer for 8 months finally my apt number is attached to my acct. I am actually a bit disappointed in the system. Your call center on the last call was very helpful but I am very satisfied with the system in general.

You called right away. Transferred me for stat help. Person walked me through to stop alarming. He took me step by step to check each LifeShield gadgets. Discovered a malfunctioning key pad. Replacement is on the way.

I've always found your telephone support people to be helpful, knowledgeable and polite. A real pleasure to deal with. Keep up the good work.

Had gotten emails about loss of connection but the customer service gentleman explained it.

I do not have any concerns. The monitor was not working. The rep instructed me how to get it started.

The service agent worked well to accommodate my request and generally the system works well. But seems to occasionally need to reboot. Here is a suggestion. Make it possible for the instant setting to be used for away instead of just home. The reason being that we use away when in bed overnight and would like the range sensors to work when "away" but not at "home". Better yet let instant work in two ways depending on length or number of pushes.

Called to verify if there are any changes in the upcoming year related to my monthly payment. Also asked for technical support to reconnect my camera with successful results. Both agents were very polite and resolved my concerns.

This is supposed to be a review about my recent problem with the keypad. I gave the technician 4 stars but he should receive 5. It is the equipment that subtracts one star for the recent contact. You really need to redesign the keypad! The person who installed the system did a very poor job. I had to correct almost all of it. If it was not for the usefulness of your app, we might have backed out of the contract.

I'm not happy with LifeShield because almost everyday, all day I get messages that say my system has been disabled, communication lost, communication restored, and rarely as I able to set it when I leave due to the keypad saying "unable to set" or something like that.

The glass break sensor on our system went a little haywire and had to be replaced. We called Tech Support and they walked us through the whole process of removing that particular sensor from our main console and said they would shipping out a replacement to us shortly. Everyone was very helpful, patient, and friendly.

Had a problem with battery in console and this tech helped figure it out immediately.

Very pleasant experience resolving the problem that I was having with an alert. Only thing that made me chuckle was the email was addressed to my emergency contact Dottie instead of me!!!

The service dept. was very helpful. We had to do a couple of test but instructions were clear and they were patient.

After installation, motion detector fell. It was installed with tape, backing 8 to 9 feet up on wall. Sensor quit working. Very cheap plastic. They lock you into 3 year contract, which I cancelled for $450.00. They want equipment sent back in original box. This cheap system has been in my house 5 months. I don't have original box. Consumers beware of poor equipment and long term contracts.

Our sensor went out and we called support. The technician was extremely courteous and is sending us an updated sensor.

Very helpful and understanding when dealing with my computer ignorance. Explained everything that I needed to do to get permit number to be monitored.

The person that helped me was very knowledgeable, polite and expedient. My alarm is now monitored again after my move.

The representative was friendly and helpful. She immediately suggested updating the app to see if that resolved my problem and it did.

Daniel walked me through every phase to get it up and running again.

Window 6 or Living Room Sensor stop working.

The sensors do not work. They are constantly falling off and causing false alarms. I am certainly not satisfied with the products themselves. Customer service is great - it's just the sensors that keep malfunctioning and it's very frustrating.

My connection from my tablet and phone is not working very good. It's super slow when I go to connect. It's only when I'm on wifi but my home wifi is working fine. I tried resetting everything but that didn't change anything.

During your recent hiccup when the mobile app & online portal would not load, I tried several time to contact tech support for help. First I called outside of business hours, then I waited on hold only to get disconnected. I have been considering switching alarm companies anyway, so this incident was making my decision easier. Then I talked to Dave. He was friendly, helpful, spoke intelligently without speaking over my head, and offered a workaround instead of simply saying that I was out of luck. He reinstated a bit of my faith in LifeShield. Thank you Dave!

I have had to call and talk to three different technical support persons and they were all nice and helpful especially the last person I talked. I think his name was Blent or something like that. He was extremely helpful and very patient. The first person was helpful as well, but he did not call back when we lost the phone connection before the issue was resolved even though I provided my cell phone number for that reason.

You service reps have been very helpful. However my internet service has been down for nearly a week and won't be restored until I get a new provider which will be Dec 3. When I thought my alarm was not armed it went off and the police came to my home. I am using a computer with internet at another location.

We needed some assistance with installation and the telephone support was excellent. We were so glad to work with someone so knowledgeable!

Needed help hooking my camera up to wi-fi and the guy I spoke with knew exactly what to do. Problem solved right away. Very well versed man. Thank you!

Good customer service. Cheaper plans and better service than most local companies.

Technicians were very helpful and knowledgeable on both my initial contact when we discovered that the base station was defective and once I received the new station on connecting it to the system.

Almost 3 weeks still not monitored! Constant low signal & just checked says garage motion.

We started with them in March 2013. Paid $113 and have been paying $40/month since then. We have alerts that flash and when it goes to connect to their server there is nothing. Tried to cancel this month and they told me that there is an earlier termination fee so it would be over $1000.

System down - Tony was very helpful and walked me thru all the steps to get it fixed.

So far so good.

I needed help to log in to my account. The lady was very kind and patient with me.

Called about base station low battery on and off and was told we needed a new battery and one is on the way.

Rep took time to find solution and great follow-up. Thank you.

I'm happy with the service. Almost everything goes smoothly except a few failures with the equipment. But other than that, I'm happy.

Having a problem with the console not reading the two locations, so having a relay box sent to help.

Both reps were helpful and professional on my call, and they helped me with my situation.

Spoke with Robert in tech support on 11-21-15. He informed me that the system was out since 11-20-15. He was very knowledgeable and was able to walk me through getting it re-started. He also gave me good information on downloading apps. Thank you Robert for great technical support.

I was responding to an email about rebooting my system because I was not being monitored due to a server problem with Lifeshield. I did the reboot but tried to check my account online to see if it was right and my logon and password did not work. When I spoke to someone they gave me my logon and password and that still did not work from two different computers. So now I have to call again to get my correct logon and password.

Lost door signal - The young ladies who first answer the helpline are not very knowledgeable. But the technicians, once reached, are excellent, cheerful, polite and have all the answers. Well done.

The customer rep (this time) was good, but my overall experience has been horrible!!! I would not recommend LifeShield to anyone and cannot wait until my contract is up. I have thought about getting a lawyer to help me out of it. We've heard a million apologies! But this doesn't change my overall view of your company.

A wonderful young lady stayed on the phone with me, I know 20-30 minutes trying to help reset my alarm cameras. She was so patient when my internet was not cooperating. Another guy helped me reset my keypad when it stopped responding.

Spoke with the CSR and we trouble shooted the camera outage problem, in the end the camera has to be replaced. The CSR was very knowledgable of the system.

The representative was professional and informative. I would like to recommend that LifeShield technical support be available 24 hrs when you do server updates as our base was not working during your update and I could not call anyone to help as it was after hours.

Confirmed re-connection with support BUT am somewhat dismayed that no communication prior to firmware upgrade that caused some confusion when trying to navigate on tablet!

Service call helped get it working again.

All of you are doing a good job.

Great customer service! If I have a problem they fix it every time and are very friendly and knowledgeable while doing so!

I had a continuous fault on a motion sensor. The Tech had me go to the sensor to check it, but it sensed me and corrected itself.

I spoke with two technicians and both knew exactly what I needed to do. Very helpful.

I am a new customer. I am very pleased with the customer service personnel. They are very polite and helpful.

Worked with Carlton to diagnose and restore functionality to cameras and keypad. Also learned more about Base location and broadband signal strength and cellular backup. Very helpful!

Tech-support is very good. However, I am tired of having to call them over and over about equipment failure. My experience with your company's service and equipment has been nothing short than horrendous.

Tech took time to help me resolve the problem with the keypad.

Tech-support was very efficient and fast and had our problem handled within a matter of minutes and a new tablet shipped out to us. Shipping will take a while but disappointed with that, but customer service was awesome.

We haven't had an actual emergency, but everything seems to work well. My nanny accidentally pushed the panic button, which I didn't know automatically sends the fire and police out. This is a great feature. However, if it was a panic emergency, I doubt they would be here in time. It took at least 10-15 minutes until they got here. The police officer told me panic is for when someone has a gun to your head. Well 10 minutes seems too long in that case! Anyway, point is I'm not sure how long it takes for the alarm to get from our system to the responders. Otherwise, I think Lifeshield should provide more window sensors. To cover our whole house we have to purchase extra, and they aren't cheap!

She was very friendly and helpful with all mailing needs and billing needs.

I am very satisfied with my service. Very easy to use. And when you have an issue and call LifeShield you are assisted immediately.

Each time I have called to talk to your technical support they have been absolutely more than helpful. Did everything they could to correct any issues I was having.

Great and prompt service. My questions were handled professionally and courteously.

I called to get a copy of the security certificate for my (mortgage) insurance company. Thank you. Your customer rep was great. He was very polite and courteous. He was also very patient with me. I kept interrupting him. I received my certificate via email. Thank you very much.

Your agent was extremely helpful and informative and it was easy to reach a live person. We are extremely pleased with your system. I wish there was an extra phone jack in my wall to connect our home phone into it.