General Enquiry

I’ve signed my order agreement when will my system be installed?

One of our Installation Planners will call you to arrange the earliest convenient date for your installation.

Do I need to register for ADT Smart Home prior to installation or post installation?

You must register for ADT Smart Home prior to the installation date. If you fail to register for the prior to the day of the installation, our engineer will not be able to install and activate this service. A follow up Engineer visit would be required to complete the installation, which will attract an additional one-off charge.

How do I register for my ADT Smart Home Service?

You will receive a text message from us with your unique username and your first and last name, followed by an email that provides you with your registration web link. To successfully complete your registration, click on the registration web link and enter your unique Username, First and Last name precisely as per your text message. Further details can be found in your what happens next document. Click here to download the document.

Important Information: Once you have clicked on the registration web link and entered the provided Username and your chosen Password, this link will be invalid. If for any reason you are unable to complete your registration, please contact ADT Interactive Security Customer Service Team on 0344 800 1999 to request a new registration web link.

I have an all day appointment what time will the engineer arrive?

If your installation is an all day appointment the engineer should be with you at 8:30am.

I have been given an 8:30am to 3pm installation appointment when will the engineer arrive?

The engineer will call ahead to confirm a more precise time.

When and how will ADT Dispatch my ADT Smart Home equipment

Your equipment will be dispatched approximately two days prior to the installation by UPS “Leave on Premises” service where they will leave it in a safe place and you will not need to be present to sign for this.

Will the installation engineer show me how to set/unset my system?

Yes the engineer will show you how to set the system and will also leave behind our “Welcome Pack which will have the step by step guide” or alternatively you can download a user guide.

How frequently will I have a routine service inspection?

Your System will undergo a routine service inspection as per your Consumer Agreement.

My system is now installed, where do I find all the supporting documentation

Welcome to ADT, please click here to download your “welcome pack”

How is my alarm monitored?

ADT offers both keyholder and police response monitoring packages, click here to take a look at our info-graphic to see how it works.

Can I set my system at night when I’m in bed?

Yes. You can have your alarm programmes in such a way that when you set it at night, you can still get up in the middle of the night to get a glass of water. Click here to go to our video page where you can watch our range of videos showing how to part set and night set your system.

How long does it take to install an alarm?

Depending whether you have chosen a wireless or wired system will depend on the how long the installation will take. Our engineer will be able to discuss this with you.

What is the Auto Alarm Handler (keyholder systems only)

ADT Alarm Monitoring Centre uses industry-leading Automated Alarm Handler (AAH) technology to respond to most alarm activations, for more efficient alarm alert prioritisation and a faster response.

Upon an alarm activation the AAH contacts you or your nominated keyholders with an automated message, giving the option to either accept or decline the notification of the alarm’s activation.

It will also recognise if the call has been diverted to your answer machine leaving you a message advising you what action you need to take.

How can I put my fire system on test mode?