ADT Self Setup Reviews

I called because I could not set my alarm. The operator helped me without hesitation. Now I will need to call you again because my tablet is having "Network Issues."

I've been plagued by numerous problems where system says no Internet. At least half a dozen calls... coached through reacquiring DHCP. In retrospect, that's a bandaid fix. Finally when I complained again, someone decided I needed a static port rather than dynamic. Coached me through setting my base to static. Said I'd be all set. NOT. Still happened. Yesterday, finally, ** (tech) pointed out that setting to static was good... but that my router needs to know that too. He coached me through updating the router. Thank you **. I'd like to be optimistic about my chance to finally be able to stop screwing with this stuff. But how can I be optimistic after umpteen failed attempts previously. I want to be optimistic cause ** seemed eminently knowledgeable and personable and he seems confident. Still, I'm uneasy. I really wish my problem could have been resolved before the umpteenth call. The ratings you see are for **.

Appointment was set fast and tech showed up within the designated time. Tech was very professional. Highly recommend.

Service was great! Got my camera working and sending me a new tablet. Thanks.

Answered my question, and resolved my issue.

The key pad wasn't working. We couldn't arm or disarm the system from it, although we were able to use the remote to set it. The technician walked me through the procedure to reset the keypad and we're back to normal.

Unable to sign on - The tech was able to get me signed in.

Good Service except the following. I called for fixing the main control panel as it is not working but no help there. It is good that we have the touch pad to control.

Had to update credit card information on file. Called in to do this and the girl was very helpful, but it was a bit confusing for both her and me because the system used the telephone number I was calling from to determine my account (which was not actually my account) then there was further confusion with my address, etc. Overall, she really did do her best.

Wrong item sent for problem. My regular modem needs to be reset every week. You sent me 2 front door keypads instead.

Order add'l keypad. Customer service was great.

The technician did a great job.

I have had my system for a little over a week. Week one, while on the practice mode, everything was perfect! Went live on Saturday, and started out very good. However, now is Monday (3 days into live service) and the system is constantly disconnected. Has only been connected right before I left the house in the morning. Cannot access system online or on the app. What is up with this?! On the phone, not much help. PLEASE SOMEONE AT LIFESHIELD, HELP!!

Unable to log in online or connect using cell phone. Issue resolved in that the servers were off-line for a short period of time and LifeShield was fixing the problem.

Excellent customer service and reps.

The representative that I talked to when I called did not know the answer to the the question that I was asking him. Since, he did not know the answer to my question he sent the question up to higher headquarters and within a week I got my answer to my question.

The code box by the front door would not deactivate. I called & had a very helpful person tell me exactly what to do. It had been a 'bad' morning & I really appreciated his help.

I called to reactivate after a move. LifeShield was very helpful and is doing the research for me to determine whether I need a permit here. Further I was able to get a discount for having directv!

Called to verify if there would be any changes I needed to do since I was changing my Internet provider. Everything went so smooth and easy.

I am very satisfied with my camera being installed for my safety reasons.

Love the customer support but can be a little tricky hooking it up without wires showing. Thank God I have a brother who used to do that for a living.

I had a lot of questions and still check in with the team with tech and support. But very nice and helpful. They beyond to answer questions.

After having my alarm system installed in November 2014, I have had nothing but problems. Most of the problems were equipment-related. Seems faulty. I regularly receive bogus msgs; I've been unable to set my alarm because the touchpad is frozen; I've walked into my house with the alarm set and the warning beeps do not sound; when my alarm was installed, the package I purchased only came with 9 sensors. I was told if I wanted more sensors, I would be charged $28 for each additional sensor.

My installer was fantastic! And all customer service so far has been great!

Called to inquire of main panel making sounds. Tech was able to quickly resolve issue and was very efficient. Great service.

I had to wait until end of May to get installed and was very understanding with not billing. Sonde still in box.

We switched service to directv from another carrier and was offered a "special" for an alarm system. We scheduled to installation per directv at the same time for the security system as directed. We waited 5 hours for technician to show up. He did not. We called they said he was on his way. Again no show. We called the next day and a manager called said they would have technician out Sunday. No show and no call after waiting another 1-5 pm. We called again... They said they will be out Monday and that they will call 45 minutes before they show, so I took off work. Again... No show. No call. NO MORE! I called Tuesday at 8 am to cancel. I was advised by ** I was not able to do that. So I asked, "Can I speak to a manager?" She took a message. It's 12 noon, no call back.

We are still learning things and so far the experience regarding notification is excellent. I really like the system. It took me awhile to get a good feel for what to do and now my wife is going through the process. We appreciate the patience.

LifeShield is a horrible security system. There is more times that it is down than it is working. We tried to get tech support to help; however they can only help if you are at the home and if you aren't, then no luck. We simply wanted to cancel the service and part ways on good terms; but they aren't willing to do this without charging a significant disconnect fee. The customer service is horrible and they are not willing to remove the system so we can get one that actually secures our home. I would tell everyone to NEVER use this product.

I will highly recommend LifeShield to my family and friends. They do excellent job.

Great customer support. Someone always available to speak to.

The security touchpad quit working, screen went black. Every time you press the on/off button, the battery symbol appeared on the screen momentarily. Talk to customer support and they had me try a couple of things. Nothing made any difference. The tech was pleasant, professional, and courteous.

Rep was very professional & helpful. He took time to listen & understand the problem. He then provided guidance & training.

Was having issue with app and website. Service representative knew exactly what the issue was and walked me through how to fix. Was also pleased that I wasn't on hold forever.

Very satisfied, five stars.

Representative was very courteous and helpful.

So far so good. Good customer support.

The lady was extremely helpful and I will be receiving the magnet part of the sensor for my front door soon. So thanks.

Very attentive customer service, great to deal with.

I ordered some slimline sensors and was able to get my system to find all but one of them. I assumed I'd have to go through the hassle of shipping it back and getting another. But my rep was able to get the sensor found and online with a few quick and easy steps. I'm very appreciative for the quick, hassle-free service!

I received my Additional add up Sensor and wasn't reading my System. After I contacted LifeShield for technical support and one of tech ** helped me out step by step to install the sensor, he was very professional and helpful and my new add on sensor activated. Thank you ** and all LifeShield technical support.

Overall, I'm happy with the service and the tech support I received when I called in. My biggest issue was trying to find a number to call!!! I am a business owner and understand that to maximize return you want to save on things like call centers but think it is shortsighted as I almost cancelled my service because I could find a number on your website to call outside of sales. United Airlines does something similar with their customer service that you can only email them and maybe you get a response. I think it is a bad idea to go this route.

Thank You.

It sometime takes a long time to get notifications.

I'm very satisfied with the service I receive.

The rep was extremely helpful and a absolute pleasure to order with.

The representative that signed me up was wonderful!

Don't sign up. They use a lot of pressure tactics to sign up. Don't do it. Service sucks and the contract length and termination fees are horrible. Customer service is awful. Lots of problems and false alarms and just a bad product. Save yourself the headache.

Helped to turn off the arming beeps. He was nice & solved my problem quickly.

I have been quite pleased with my new security system and the manner in which the LifeShield Customer Service Center goes out of the way to ensure all Q&A are addressed. They even take extra time to help you better understand your service, contract, and overall operation of the Security System. I am 100% satisfied with my choice to use LifeShield.

Customer service is great, service is great. No complaints. You've been wonderful!

I had to make a couple of calls, but finally got to someone who knew what they were doing. The lady that finally placed the order for me was very helpful and knowledgeable.

I call your center about one of cameras stopped working. I spoke to **, very nice very helpful. He took care of me and all is great. Thank you.

Had tampering of my new vehicle and Police had some suggestions concerning alarms. I appreciated the Officer's suggestions and contacted you all. The gal I spoke with was incredible! She immediately made changes Officer advised doing. I also had my tablet fail. She has another one on the way. Knowing I have prowlers 4 foot from my home side door, 2 nights in a row, marking my vehicle tires and rims, while my husband and I are at work, is totally stressing me out. We are in Law Enforcement and it is horrible being more scared at home, or about home. If I could give you 1000% rating I would!!!

Customer service rep was friendly, professional and solved my problem quickly. I received a new console in the mail within a couple of days along with a return receipt for the broken one. Great experience!

I have called numerous times in the past to resolve a loss sensor issue that had been ongoing. I was unable to arm the system as a result. I even had to replace the sensor. Finally yesterday, the tech support personnel did a thorough diagnostic screen of the problem and finally realized what the issue was and solved it.

The technician was very nice and helpful. Helped me get the fob linked and answered all of my questions.

Over the last few months I've had several different dealings with different agents of your company. Each case they were able to help me solve the problem at all timeserver courteous and also very professional.

Constant message on touch pad that connected cameras not connected. Previous technicians had not solved problem. Technician **, after careful review, made connection changes that after 1 week cameras are recording.

I moved the keypad to a better location. However, when I plugged it in, the off button wouldn't light up. I tried my security password, but kept getting an error. The tech that answered my call, was the one that handled a previous call a few weeks ago. He not only remembered me and our conversation, but within minutes had me up and running.

The rep was able to find answers to all of my questions.

My keypad is not working. I called into support and was disconnected after holding for 22 minutes. I called back in and selected call back option and have yet to receive a call. That was at 10:13 am PDT. I am worried that I have made a poor choice.

Service is great! We feel safe knowing that someone is there monitoring us.

Customer service is very efficient and on point when I need them.

Tech was knowledgeable, very informative and explained what solutions were. He assisted with providing that solution and offered additional assistance if solution provided didn't resolve issue.

I was having problems with my keypad. Your technician was very kind. We are not completely sure if it’s fixed, however if it’s not I will be calling you back. Thanks.

I called on Saturday, and while the rep was pleasant to talk to, he wasn't able to fix my issue. I called early this morning and got a level 2 rep, who was able to walk me through fixing the lost comm on my windows and getting a feed on my camera.

The customer service is amazing. The product is so easy to install and use. The touchpad is better than other products provided by other companies.

Tech was very helpful. My camera still does not work on my iPhone. Office says I have to wait for new app.

I spoke with ** on 4/17/15 who was excellent. This was after several previous calls about the same subject. ** was excellent in handling my issue and was very knowledgeable.

Customer Service and Representatives were very helpful and willing to assist with any questions or concerns!!!

My old camera does not have a Mac address. The LifeShield technician was able to find a Mac address for the camera and remotely reinstalled it without me having to do anything.

Thank you for answering all of my questions!

My keypad was blinking and would not arm. I have had problems with this system ever since I've had it. The keypad has been replaced and the base worked on. Also my side door didn't have the setup to be on the alarm.

Due to replacement of the smoke detectors. We lost connect. The service tech walked us through to accomplish every aspect required.

This is the best service I have ever had. I recommended my daughter and a friend and plan on adding more equipment. Great service.

Received a letter informing me of the merge of DirecTV and LifeShield. I ask since I'm both a customer if there are any discounts. They immediately told me yes and enrolled me. I couldn't be more happier with the service. Now I getting an extra $10 savings on my DirecTV bill. Thank you so much.

Bad sensor replaced by LifeShield.

The customer service rep was great. She offered a deal that could not be passed up.

** did a great job in walking me through setting up a static IP address to make connecting easier to the internet when it goes down and comes back online.

Difficulty arming a door. I tested the door several times and determined it was most likely temporary system glitch, but said to call back if it continues, in case it is issue with sensor. I also like that I have the option of being called back instead of being stuck on the line.

Keypad quit working. Got help in resetting it and it is working again. All good on that front. We had an alarm event where police arrived but my wife and I were not notified/called at all. Lifeshield says that we were each called. Neither of us had a missed call. Not sure what the issue is but verified contact numbers again. Hopefully should not be same issue moving forward.

I am very pleased with the level of support and service I have received utilizing Lifeshield support thus far.

I got a new router for the internet. After entering the new password I got System Disconnected error message. I called CS. The rep was polite, professional, and friendly. My problem was solved in a matter of minutes.

Had trouble installing some of my equipment but the tech was awesome she walked me through..!!!

I couldn't disarm my alarm & didn't know what to do. I waited for a call from LifeShield, but there was none, as the alarm would stop. Once I phoned, my representative was patient, kind & helpful.

Security system was disconnected. Called Tech Support and worked with technician (I think her name was **). She was very helpful but I inadvertently disconnected the phone when I unplugged the modem. In any case, I followed her instructions and when my router powered up, my system was connected. She was very helpful!!

After finally getting my router and modem working and everything receiving a signal everything seems to be working fine. With the small security touch pad it's good to see all the info I need. So far job well done. My hat off to ** who installed everything and did an excellent and professional job.

I have been 2 years with them. In the few times I have called with a situation or for advice, they have always solved whatever it is immediately, professionally and completely to my satisfaction. I would highly recommend LifeShield.

You solved my problem, thank you much.

Quick and caring response, addressed issue respectfully and proceeded to complete issue. I felt assured all would be done - and it was!

Called to change the address that was being monitored. The customer representative was professional and courteous and took care of everything I needed, but the wait time was really long.

Was given great step by step process by the installation technician on how the system functions, felt very confident in using all the accessories once the installation was over... Would definitely recommend.

Sales Rep. was outstanding. His name is **. I needed to call Tech Support several times during installation, they were always easy to talk with. I felt they were engaged, polite and seemed to care about me, your customer.

Cust svc was able to give me ideas on how to fix sensor not being read.

Satisfied with my service.

The customer service representative was courteous even though I may have confused her with a few questions. She was very helpful and provided me with free shipping for the batteries that I ordered. They came yesterday. Very prompt service. Thank you.

System would not let me arm. I spoke to ** in customer service. He checked my system and informed me that door 2's sensor was not working. He was extremely polite and did not hang up until he found my problem.

I received an email that my system is not responding to monitoring. Internet modem has been switched out but still not working. I don't remember her name, but the rep I spoke with was helpful and will work with my realtor and me to get the system back in touch with monitoring.

I was having an issue resetting my system and getting it to connect again. I called and had an extremely short wait time and the gentleman was able to solve my problem within 5 minutes. He was very nice and helpful.

Agent was very helpful and friendly... Thank you.

The customer rep are very professional and knowledge about the alarm system, treat the customer with respect. The waiting time at the phone is surprisingly fast. They have all the answers and always asked if the customer have more questions. I am very happy with the service.

My keypad was malfunctioning and your tech support tried to help but was unable. She thought it may be the power supply cord but I felt it was the keypad that seems to be the issue as the cord was not staying connected. She was hard set on the cord but once I expressed my concerns, she addressed them and sent me the keypad and power cord in order to save time and get us back and working.

Accurate help. Problem was solved.

I feel that everything has been handled in a friendly and caring manner. The customer support people have been excellent with helping me with my problems. I think they're a great help.

I appreciate the helpfulness to get the issues resolved from the technician answering the call. I wish the hold time was not as long and that the first person who took the call could answer my questions instead of referring to another technician.

Spoke with ** and he was very helpful! He answered all my questions and had great customer service skills! I haven't received it yet so I can't rate installation or value but I'm sure it will be great!

Checking on credit on my account for equipment returned that was not needed from installation. Rep was very polite and helpful. Resolved issue promptly.

Needed new door sensors, called Customer service because the directions were not clear for how to connect them to the system. Representative, sorry I can not remember her name now, assisted me. Problem solved. Had to call back once because alarm went off - she had forgotten to reset the timer- alarm went off, cell phone was called, service department called and problem solved. They were most apologetic that this step was missed. I am happy with the service provided. Thank you and have a good day.

We received an e-mail saying our LifeShield was no longer communicating with LifeShield. Follow instructions listed.

Was helpful and sent the necessary supplies to help with my installation issue.

I get great service and help, when I call to get the help, that I need. Thank you.

Extremely happy with the service and products. Easy to install and there is always someone there to help.

I didn't have to wait long for a rep to answer. He was super helpful with the multiple issues we had. He was very polite & knowledgeable. My only problems are I wish Lifeshield could offer the exact phone #'s that will call me if my alarm goes off instead of some random 800 # calling me. Also, my second remote was not activated so it never worked which was disappointing. No issues involved the rep though.

I think the installer was great. He did an excellent job with explaining the service and installation. Excellent!!!

We have been old customers of Life Shield. We must have had our system for about 5 years and we needed to upgrade the system. I called the customer service and they were very understanding. They mailed me the new system in two days and we installed it last weekend. I called them to check whether everything worked alright and each time I talked to the technical support or customer service, they were very courteous and patient with me.

I ordered 2 Slim Door and Window Sensors. I installed the first one without any issues. However, the second one would not synch. I called support, and with their help, decided the sensor was bad. I have a replacement coming with little effort on my part.

Great experience with your tech services dept.

Representative was able to help me soon. Wait time was slightly longer but I received the information I needed. I thought I was calling the technical support time though they were not able to help with my specific question. However, they directed me to the appropriate section.

Easy to install and operate. No wait times when I needed to call in and get support.

I am mostly satisfied with the service and installation I have received from LifeShield thus far. I was not happy to billed for services I had not yet received then told, even though I was charged twice, I could only be reimbursed for one premature payment.

We have a sensor on our patio sliding glass doors. A friend slammed the door shut, causing the sensor to fall off. I reinstalled the sensor, but it would not work properly. I then called Life Shield customer service. The technician talked me through the process of opening up the sensor, pushing and releasing the "little" black knob inside the sensor until the "base" beeped. She then talked me through the process of deleting that sensor, reinstalling it (via of the Tablet), replacing it to its original position and testing it. Now the sensor works fine. Hats off to your customer service tech. She was a lifesaver, as we going out of town for the night and needed to arm our system.

Tech did his job well and efficiently.

Professional and concise. Right to the problem. Problem solved.

The installation was handled very efficiently and without problems. I have experienced nothing that would be of concern to me and I am very happy with the service. I have called customer service several times and have had very good service from them. In other words, I am very satisfied.

Calling about taking it out of practice mode I only experienced slight resistance when the girl said she had to see if I needed to register with my county even though I said I had. I am not sure if I waited for her to confirm my registration or in fact that I had to. The second time I called it was about the "no power on keypad" error message to which I was assured was because it was in wireless mode. That girl was super sweet.

Thank you for all your kind assistance. I have this system for my disabled daughter, and you are kind to her.

We got this system because of the promise of the cellular connection, in case other 2 internet and phone line connection would be cut or not functioning. Unfortunately, it is not true representation from LifeShield Home security system (which is connected to the DirecTV company). I found out that after days at the time, and perhaps weeks, that our system had NO SERVICE and NO SIM CARD meaning that our Base was not connected through CELLULAR.

I was having a problem with one of my cameras going off-line and being unable to re-establish the feed so I called tech support for help. I was told there had been some sort of upgrade/update and a server was down which was causing a problem. I was told the problem should be resolved shortly. Everything was handled very politely and professionally. But it would still be nice to be notified about this kind of situation so I don't go crazy thinking that there's a problem at my end. Thank you.

** Helped me yesterday, he was very caring and very professional.

I am a new user but so far I am impressed.

I was helped quickly and accurately to connect the system again.

The called was answered right away and help me solve the problem until I was satisfied.

Peace of mind at a fair price. I have recommended Lifelock to someone (**) who will be calling today or tomorrow to sign up.

I needed some help installing sensors, technician was extremely helpful.

On 3/29/15 I had the worst experience with LifeShield I ever had but today 3/31/15 the rep restored some faith - very friendly and helpful. My first experience I was left in the dark with my security system not working but next technician work magic.

I had occasion to contact your Tech Dept. regarding my system disarming, I was assisted promptly and the Service Tech helped me get back online. He solved what problems he could. I have had issues since installation with the system randomly going to standby on its own, but that was not my issue during this call.

Tech offered fast, accurate advice to fix problem I was having.

Thank you for being patient with me while helping me and explaining the system to me.

Great service, had a problem setting up my fire detection sensor. Call they had me up and running in a matter of minutes.

Operator took me step by step to solve the problem.

I had a magnet become disconnected leading to a reported alarm, however, no one heard the alarm in the house. The representative assisted with fixing the problem & verifying the sensor working. However, it is still a mystery why the alarm was not heard in the house (3 people were in the house) & neither call was answered to verify all was ok. No police came to the house to our knowledge. I will have to look into this further to make sure all is working properly. The representative was unable to give any info except that "more than likely, the second contact was called & verified." This was not the case. :-(

I am very satisfied with your employees but your system makes me wonder if I chose the wrong one. I'm not happy with the system. I have to call your office at least once or twice a week.

Base station always drops sensors. Agent could really not help other than say, "move base station closer to sensors" which is physically impossible. Installer should have known this but didn't care. And you people are not much help in resolving the issue. You got your money so to heck with the customer.

Very timely, friendly customer service. Fast and right on point.

Always pleased with your troubleshooting and quick problem solving with our issues. Thanks.

** who helped me reset my password was very helpful and very accommodating. If you have more staff like her, everything will be easy with your customers. I'm giving her 5 stars for making me at ease with my issue and understanding right away what I need.

Kind, customer oriented, efficient - a real winner.

LifeShield outdoor cameras stopped working on wireless mode but okay when hardwired. Found they needed to be upgraded. We had a policy for any broken parts to be covered. It's good to know not only my home is protected by LifeShield but my LifeShield equipment too!

My outdoor camera is permanently mounted. It quit working months ago with a broadband outage. I cannot take it down to plug it into their modem with a cable so it's just broke and useless. The system quits working every time the internet quits (as expected as it is a internet based system) but does not come back online until you disconnect cables, remove batteries etc to do a reset. So today there's a broadband outage, again. The broadband is back online but my LifeShield system is not because it has to be disconnected and reconnected to reset as before to work again and since there is no one home to do this for a few days, well I'm just SOL.