Remote Support

This page contains user guides to help you understand your system and answers some of the most commonly asked questions you might have about ADT’s Remote Support service offering.

FAQs

How can I get access to remote support?

Remote support from RESOLVE is available dependent on your service agreement, if you are unsure our team will be able to provide more information.

Every day 1000 customers place their trust in RESOLVE. Using the optimum blend of cutting-edge technology, detailed technical knowledge & world class processes RESOLVE are able to deliver true peace of mind that our systems will continue to protect what our customer’s value the most.

Should on site attendance be required, RESOLVE enhance our field engineers capability by providing comprehensive diagnostic support before and during their visit.

At ADT we have a dedicated team of technical specialists on hand to provide support, if your system encounters a problem please call us on 0344 8001 999.

What is Remote Routine Inspection?

It’s our way of remotely testing your ADT security system and checking its working as it should be. It complements the onsite visits you already receive from our trained engineers.

What are the benefits of Remote Routine Inspection?

You can relax, safe in the knowledge that one of our technicians will check the health of your alarm to ensure it will protect what you value the most should the worst happen. If there’s a problem you’ll be the first to know, and one of our technicians will be in touch the same day to offer a solution.
There’s no need to wait in - Our advanced diagnostic technology allows us to review detailed system information remotely, meaning you don’t need to be at home for us to check the health of your alarm.
We’re protecting the environment - At ADT we understand that our customers take their responsibility to protect the environment very seriously. We’re continually investing in technology that will help to reduce our carbon footprint. Our carbon reduction scheme has reduced fuel consumption CO2 emissions.
There’s no additional cost - This service is already included with your current contract.

What is tested in an RRI – Remote Routine Inspection?

Your system is routinely checked for the following:

Regular & Correct system usage – We check the alarm systems recent memory to identify if a system has been armed recently. If not we investigate why. The reasons for not arming the system regularly may be legitimate. However checking this detail with a customer identifies if the incorrect procedure is being used or if indeed there is some issue. For customers not using their alarm system, we advise of the consequences of not doing so.
Active & Historical Faults – We check the alarm systems recent memory in search of any recent or outstanding faults. Faults we identify include power fails, line fails, communication errors, activations, radio fail and so on.
If we identify any faults, be it active or historical we will make contact with the customer to discuss remedy and future prevention.
Integrity of System Devices – We check the live status of each device connected to alarm. Our satisfaction of each device is determined by a couple of checks.
For wired devices we check each devices level of resistance to ensure it falls within regulatory requirements along with checking the activity level of all devices that we would expect activity on.
For wireless devices we check each devices battery level, signal strength along with checking the activity level of all devices that we would expect activity on.
System Battery & Power Status – We check the live status of the systems back up battery which keeps the alarm system on in the event of a mains power outage. We also check the current power levels from the mains supply to the alarm system.
Alarm Transmission to ADT – We check the alarm has all available paths of signalling to the alarm receiving centre available and clear of issue and that regular testing of communications fall in line with guidelines set out in BS:9263.

Your system is checked remotely using advanced analytics in conjunction with live data uploaded from your system.

How will I know when my next Remote Routine Inspection will take place?

This service is already included with your current contract and we will begin testing on your next scheduled inspection date which is 6 months after your last on-site visit.

Who can I contact for more information on my Remote Routine Inspection?

For more information on Remote Inspections please call 0344 800 1999 and speak to our technicians today.

Documents & downloads

Smart Business User Manual

Quick Consumer Reference Guide: ADT PM33 Commercial System

What Happens Next for ADT Smart Business Customers

1 in 11 break-ins occur at a previously burgled address

Police statistics reveal thousands of burglaries occur at an address burgled before. Nearly 100,000^ burglaries happen at an address that has been burgled before, new figures obtained by security company ADT and independent charity Victim Support reveal.

4 reasons you’ll be glad you installed a home security system

With so many options available, ranging from simple alarm sensors to monitored services with remote access, now is a great time to assess your home’s security and find a system that suits your needs.

5 smart ways to give yourself peace of mind on holiday

Going on holiday is a time to relax, unwind and leave your stress at home. But we still get that pang of panic from time to time about whether our home and possessions are completely secure back at home. Read our top tips of ways you can stay stress-free on holiday using, or sometimes not using, modern technology.

78% of burglars use social media to target properties

Here’s our top tips to stay safe on social

A third of burglaries committed by minors, police statistics reveal

One in three residential burglaries are committed by under-18s new figures obtained by leading security firm ADT and the charity Victim Support reveal. In some police force areas as many as four out of every 10 burglaries were found to have been committed by a minor¹.

ADT helps secure historic Magna Carta for 800th anniversary celebrations

An expert from ADT Fire & Security, the UK’s leading provider of electronic fire and security solutions, was called in to enhance security at St Alban’s Cathedral as it celebrates the 800th anniversary of the city’s role in the story of Magna Carta.

Back to school, back to home security

Make sure your home is secure when the kids go back to school, with these simple home security tips.

Bogus ADT sellers

Some recent reports have indicated that “bogus ADT sellers” have been operating in certain areas of the country, door knocking and causing householders some concern. Should you have any concerns about “bogus callers” from any organisation, we advise that you contact your local police on the non-emergency number 101.

Boost your summer window security

Summer is the time where everyone feels happier and more carefree, but now is the time to think about security, and especially the often overlooked area of window security.

Boosting home security for elderly parents

Even if your elderly parents are mobile and independent, there’s still the worry they’ll be targeted by burglars simply because of their age. But there are plenty of ways to put their, and your, mind at rest with a few simple security features around the home.

Do you live in Britain’s dog theft hotspot?

I’m sure all owners would agree that a dog isn’t just a pet, it’s a member of the family. We get so much love and joy from our four-legged friends that they’re priceless. We’re there at the ready to give them everything they could ever need – including fierce protection from any sort of harm.

Easy ways to protect your business from a cyber attack

Technology is constantly moving forward and hackers are finding more sophisticated and inventive ways to attack businesses. Data breaches and leaks can cost not only your trust with consumers but your hard-earned profits too.

Fire safety advice for homeowners and businesses

Fire safety advice for homeowners and businesses.

How secure is your new home?

If you’re thinking of buying a new home, there are plenty of things to consider. To help you look in the right place for your dream property, and ensure you’re safe once you move in, check our quick checklist to follow.

How to keep your neighbourhood safe

For the security conscience amongst you, protecting your property and family is a number one priority. But security doesn’t stop and start at the front door, and there are ways you can help improve the safety of your whole neighbourhood.

How to prevent employee theft

When you think about money and assets going missing from your business, the last place you want to look is at your own staff. We’ve put together a list of ways to avoid employee theft and make sure you stay open for business.

Keep the things you love safe this Valentine’s Day

On February 14^th, throw caution to the wind, book a restaurant and surprise the love of your life. But while you’re out celebrating the day of romance, don’t let yourself or your home be vulnerable to a much nastier surprise.

Keep your pets safe from carbon monoxide

If you have a pet, you’ll know how much a part of the family they are. That’s why when it comes to protecting your home, it’s important to choose a pet-friendly alarm system that not only keeps people and possessions safe, but has pet care in mind too.

Moving house checklist

From moving in with friends, to buying your very first home, to finding a new place when the children have flown the nest, there are few things more exciting than moving house. There are also few things more stressful.

New research reveals Britons struggle to deal with an emergency

Three in 10 British adults don’t know what number to dial if they need an ambulance, fire assistance or the police, according to new research ¹. A study of 2,000 adults reveals that there is an absence of knowledge when it comes to what to do in an emergency to ensure the safety of themselves and others.

Pet poisons easily missed at home

Pets are much more than just our four-legged friends, they’re a part of our family. We’d never want anything to hurt them and take pet care very seriously. But what we often don’t realise is just how many pet poisons are under our own roof.

Protect your garden this summer

One of the joys of summer is that you get to spend more time outdoors, and if you’re lucky enough to have one, that means time in the garden. But while you’re enjoying the sun don’t leave your security to chance.

Protect your home while you’re on holiday

Summer’s here, and at ADT we thought there was no better time to make sure you had everything you need to keep your home safe while you’re away.

Security starts on the outside

When it comes to preventing burglary, it’s important to pay attention to the security of the outside of your house as well as the inside. Burglary is an opportunistic crime, so if your home looks unoccupied and insecure, it’s far more likely to be targeted.

Simple home security measures to keep your property safe

It takes just seven seconds for a professional burglar to decide whether your home is an easy target or not, and once inside they know exactly what they’re looking for. But there are some simple security measures you can take inside your home to put burglars off.

Smart innovations in home security

‘Smart’ has become a buzzword over the last few years. In short it’s a term to describe the network of objects in your home that can be controlled by devices like your tablet, phone or laptop. And with a whirlwind of new, connected products being developed every day it shows no sign of stopping any time soon.

The big questions you should be asking about your business security

For many people their business isn’t just their livelihood, it’s their life. When you’ve worked hard to not only get your business off the ground but also make it successful, crime can have a devastating effect both physically and emotionally.

The psychological effect of burglary on children

ADT and Victim Support have come together as part of the Take No More campaign to research the impact that break-ins have on children.

Top tips for boosting your car security

With the exception of your home, the chances are that your car is the most expensive thing you own. And it’s because of their value that cars are so often a target of theft.

Top tips for securing your shed

If you’re lucky enough to have a shed, you’ll know just how useful they can be. Here are just some ways to secure garden sheds and keep their contents safe.

What do the darker nights mean to you?

When the clocks go back the days become shorter and the nights last longer. As a nation, do we take extra measures to keep our homes secure during these dark winter months? And should we?

What is a Smart Home?

Modern life keeps us on the go, always being busy means we need quick, easy solutions to stay in control of our homes and especially our home security. Smart technology provides that control, it means you can manage everything from making sure you didn’t forget to set the alarm to checking if the kids got home from school okay - all from your mobile device whilst you’re out and about.

What to do if you’ve been burgled

Being the victim of a burglary is something everyone fears. And while the loss of possessions is incredibly upsetting, it’s the emotional distress of knowing that an intruder has been in your home and made you feel vulnerable that can have a lasting impact.

What you can’t see you can’t steal

Here in the UK over half of all businesses have been affected by crime. It causes shocking disruption and cost, not to mention physical and emotional damage to its victims.

Your very own Robocop

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