Frequently Asked Questions | ADT Canada Security

When my system was installed, I wrote a cheque to ADT but it's not reflected in my first bill. Is there a problem?: Sometimes, because of billing cycles, your first bill is issued before the payment has been posted. The payment will appear on your next bill; if not, call ADT.
If I move, will I have to pay again to put a security system in my new house?: If you have our Extended Limited Warranty package and you've already enjoyed ADT services for at least two years, then ADT will install a free basic Safewatch® Pro system in your new home as part of the System for Life Guarantee.
Can I extend my warranty?: Yes, ADT offers a special Extended Limited Warranty which will cover the repair of replacement costs of the equipment for just a few dollars each month. To get the Quality Service Plan for your ADT system, call your local ADT office.
How do I change the people listed on my call list?: It's simple. Just call your local sales and service office at the phone number listed in our directory with your changes. Have your personal identification code ready in order to make your changes. Make sure to tell everyone on your call list what to do in case they receive a call from ADT.
What if my system is not working properly?: ADT will be happy to investigate any problems you're having with your equipment. Just call your local ADT sales and service office to make an appointment.
If there's a problem, can you turn my system off from the ADT offices?: No, your system is an independent unit and can only be turned off at your control touchpad.
My alarm went off accidentally, but I quickly put in the code and shut it off. I expected a call from ADT but no one called. Why not?: The system allows a brief period for you to turn off your system before an alarm signal is sent to the customer monitoring centre. This gives you enough time to cancel the signal and prevent a false alarm.
What happens when I press the panic or fire alarm buttons on the touchpad?: If you hold down the panic or fire alarm buttons on the touchpad for 1 to 3 seconds, an alarm is transmitted to the ADT customer monitoring centre, and emergency services are dispatched immediately. An alarm received in this manner cannot be cancelled.
If my power goes off, will my alarm system still work?: Yes, in case of a power loss, the back-up battery will activate to maintain your alarm protection for several hours. In the event your battery is low, a low battery signal will be sent to the customer monitoring centre so you can be notified.
If I have an emergency, should I call ADT first?: No, if you have an emergency, call 911 first. If you are unable to call 911, then depress the panic or fire alarm button on your touchpad, and ADT will request emergency services.
Am I responsible for testing my system regularly?: Yes, it Is your responsibility to make sure that your system is in good working order. It's easy to test your system; just refer to your owner handbook. If you find that a part of your system is not working properly, call your local sales and service office and request repair service.
My invoice was slightly higher than I expected. What were the extra charges?: Your first invoice will be pro-rated to reflect the actual start date of your service. There are also instances of National, Provincial, and Municipal taxes that may affect your invoice.