Frequently Asked Questions
Table of Contents
What is included in the basic package?
How long is the contract for?
Are pets going to be a problem?
What happens after I purchased an ADT security system?
What happens if I accidentally set off a false alarm?
What is the familiarization period all about?
How does it work? Specifically arming and running the system.
When is my first payment going to be coming out of my account?
Why do I have to give you a void cheque?
Why do you have to do a credit check?
What does the Extended Limited Warranty cover?
What are the costs for extra devices?
Is Hamilton Tech Drive available if I have questions or wish to make changes with my security system?
Do all my emergency contacts have to have keys to my home?
Can we change who our key holders are at a later date?
Can we change our passwords later?
What if my phone lines get cut?
Can we get a cellular backup?
What happens if our electricity dies in the house?
What happens when the batteries die?
Who should get my master code? How do I program extra codes into the system?
Do I need more than the basic package?
What if I would like to upgrade or change my ADT security system?
Is there any self-service online for ADT?
What is included in the basic package?
Your basic package includes 2 door contacts, the telco connection, a motion detector, control panel, keypad, siren, yard sign and window decals.
How long is the contract for?
It is for 3 years with ADT, and will automatically renew at 2-year intervals.
Are pets going to be a problem?
Small dogs should not pose a problem, however, large dogs and cats may set off the motion sensor, so it is recommended that the system be armed with Doors + Windows only and on some systems this is called the "Stay" mode. This shuts off the motion sensor so that people or pets are free to move about without activating the alarm.
What happens after I purchased an ADT security system?
Hamilton Tech Drive Authorized ADT Dealer will provide you with yard sign and window decals which should be placed in your yard and windows as soon as possible. These valuable
tools can help deter
potential burglars from entering your home and property. Hamilton Tech Drive Authorized ADT Dealer will also schedule your security system installation before they leave your home. For your
convenience, we offer flexible installation schedules from morning and afternoon appointments or Saturday appointments. Simply let us know what date and time works best for your installation.
What happens if I accidentally set off a false alarm?
You have 2 ways to correct a false alarm with our system. If you accidentally set the alarm off, the following normal procedures allow you to avoid having the police come out
unnecessarily. Please ask your representative if you have any more questions.
Simply input your 4-digit code into the keypad and reset your system. This would send a signal to the monitoring station that the correct code has shut off the alarm and that there is an
authorized user on the premises. This would then cancel the alarm.
If you were unable to do that within a reasonable time frame, the signal sent to ADT would cause them to call your home to verify your safety. ADT will let the phone ring 4 times. When asked by
the ADT operator for your personal identification code (PIC), supplying them with the code will verify you are an authorized user. If you were unable to reach the phone in time, ADT would
assume you were not at the residence, and a real emergency was taking place, and the police would be dispatched.
We also provide you with a familiarization period which allows you and your family to become familiar with your new home security system minimizing the threat of false alarms.
What is the familiarization period all about?
The familiarization period is 14 days. This period allows the homeowner to spend time getting used to their new system and allow errors to occur in the learning process. It can be extended at
the request of the customer.
How does it work? Specifically arming and running the system.
Our installation technician will explain the operation of your system after the installation is completed.
When is my first payment going to be coming out of my account?
The first payment will be at the beginning of the following month. You will be prorated for the
portion of your first month from the date of installation, and pre-billed for your second month. The first payment will be the largest. After that your monthly charge resumes to the normal
monthly fee plus taxes.
Why do I have to give you a void cheque?
In order for the billing department of ADT to have the ability to automatically debit your account, they need a void cheque to access the correct account at your bank.
Why do you have to do a credit check?
A credit inquiry is done to ensure the good standing of your account and is often used when utilizing a monthly payment for a good or service. It is normal for companies to do a credit check
and it will not affect on your rating long term.
What does the Extended Limited Warranty cover?
For the length of the agreement and as long as the customer is monitored by ADT, all parts and labour are covered for the system with the exception of misuse and/or abuse.
What are the costs for extra devices?
It is best to talk to your local representative "before" installation. This will save you extra costs in the long run.
Is Hamilton Tech Drive available if I have questions or wish to make changes with my security system?
Absolutely, we are available whenever you have questions or need assistance with your ADT security system. Our agents strive to maintain ongoing relationships with a valued customer such as
your self. In fact, you may contact your ADT representative for a demo of your system once it has been installed. They will be happy to go through with you and anyone else who may have access to
your security system including known contacts on your emergency call list. Plus, if your community is interested in a community safety program, Hamilton Tech Drive Authorized ADT Dealer can provide
you
with the information to get that started and do not forget to think about others close to you who might be in need of the protection an ADT system offers.
Do all my emergency contacts have to have keys to my home?
Yes, as they need to be able to re-secure the home in your absence should you be unavailable. As well, if the intruders enter through an unprotected opening, the police would require your
contact to open the front door to gain access to your home.
Can we change who our key holders are at a later date?
Absolutely. Simply call ADT and give then the up to date information.
Can we change our passwords later?
Absolutely. Simply call ADT and tell them you wish to make a change. For security reasons, this should be done by the homeowner and in writing.
What if my phone lines get cut?
It is very rare that residential phone lines are cut. If phone lines are cut, it is by professional thieves, probably targeting banks or jewelry stores. Persons breaking into homes are
usually looking for things they can resell quickly for cash. Also, the common thief would rather target a home with fewer barriers to go through than a home monitored by ADT.
Burglary is a crime of opportunity. Burglars don.t choose victims, they choose opportunities. In the unlikely event a burglar does cut the phone line and compromise the integrity of the home,
the alarm will still sound and alert your neighbours to an intruder.
Can we get a cellular backup?
Yes, cellular backup is available, however, this type of application is most often applied to large commercial systems. If you are interested in more information on cellular backup, I can
arrange for a technician to contact you and explain cellular backup in more detail.
What happens if our electricity dies in the house?
Your system is equipped with battery back up for such an emergency. ADT would receive a signal when the batteries were low and would try and contact you. If they were unable to do that, they
would try and contact your emergency keyholders to alert them to the situation.
What happens when the batteries die?
A signal is sent from your control panel notifying both you and ADT that the batteries are running low. The signal allows you ample time to change the batteries and prevent any loss of
security.
Who should get my master code? How do I program extra codes into the system?
The homeowner should be the only one who knows the master code. It is used to enter and delete the other user codes. The installation technician will go over how to add codes to your
system.
Do I need more than the basic package?
Probably not. The basic package provides adequate protection for the average home. If you want additional contacts or sensors, our installation technicians will be best able to advise you on
upgrades.
What if I would like to upgrade or change my ADT security system?
Hamilton Tech Drive Authorized ADT Dealer is always available to help you with enhancements or changes to your security system. Feel free to contact your agent at any time should you have a
need
to change your system in any way. Again, thank you for choosing ADT and putting your trust in us. We appreciate your confidence in our service and are committed to meeting and exceeding your
expectations.
And here is another safety idea. While you are speaking with your representative about your security system installation, think about others close to you who might be in need of the protection an
ADT system offers. The free consultation with Hamilton Tech Drive Authorized ADT Dealer might make a big difference in someone's life.
Is there any self-service online for ADT?
The MyADT.ca internet portal allows the Canadian residential customers to view and edit their monitoring account information. At the same time this portal will
keep the customer
current on the residential programs and services that ADT Canada has to offer as well as provide a convenient starting point for customers to link to other ADT points of interest. This
enhancement to the ADT range of services is available to all residential customers, new and existing, at no charge.
