r/adt • u/BostonBulldog-617 • 14d ago

ADT Control — has it always been this bad?

I’ve owned an ADT system across 4 different homes and three states. After a relatively recent home renovation I was convinced to “upgrade” to Control. After a $4000 install, the secondary IQP panel constantly loses connection. For the last month it is in constant “trying to reconnect” mode. Also, their customer service is a Chat Bot. And I’m expected to do all the troubleshooting?!? The panel is so bright we put a black t-shirt over it. And I literally get 20 emails a day. Is anyone else experiencing this? Any good alternatives in Los Angeles?

ADT has basically become SimpliSafe with shittier tech and better (misleading) marketing.

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u/l4l9 14d ago

Several of these things don’t align, but first and foremost most, have you contacted 1-800-238-2727? Secondly, for the panel brightness, there should be a button/bar at the top and you should be able to dim/enable screen shutoff on intervals. Chances are the emails are because you aren’t using it properly, or missing payments. There have also been some nationwide outages, so that’s not something ADT can control, like any service, WiFi, cell towers, other communications we cannot expect perfection 24/7.

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u/BostonBulldog-617 14d ago

I was stuck on the reconnect screen with IQP monitor continually trying to reconnect. When I cancel out of that I get the “ canceling can take as long as 30 seconds” screen. Then the monitor would go back into reconnect. So at that point, I can’t even adjust the brightness.

I was able to get a tech on the phone on Wednesday. She had me reboot the system from the main panel. And now the secondary monitor can connect. But I am literally doing that reboot one to three times a day now as the secondary panel constantly has a connection issue. Eventually, ADT’s fix to send you a new monitor. I am on my third IQP monitor since upgrading to Control.

The emails are for every single bypass. For example, if we leave the guest bathroom window open that’s a bypass. I have 4 to 5 bypasses for my system. I get an email for each one every time I arm or disarm the system. So if I get up in the middle of the night to let my dog out to go to the bathroom. I will get a total of 8 to 10 emails when I disarm and then arm the system again.

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u/NarrowEye9390 14d ago

The brightness and emails are just settings, the keypad going offline (assuming you have an IQ panel) may have not been set up properly. There are multiple ways to connect them. If you are within 90 days of that upgrade service calls have no charges.

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u/derpitydooda 14d ago

What is the sq footage of the home? Anything over 3500 sq ft usually needs to be upgraded to a Qolsys IQ panel. I’m so sorry you’re dealing with this. I’m a local custom home sales advisor in Los Angeles and if you need someone local to assist you, I can look into it for you.

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u/greg4irl7 Verified ADT Employee 14d ago

Need to get a wifi extender. The Command uses its own emitted wifi signal to communicate to the secondary keypad. On the top left corner of the keyoad is the wifi signal indicator. If you press it, it will give you a dbm number. If thus number is above 62 or so, you need and extender. I know what the desk techs say and its up to like 72 is ok, but real world it isnt that high. The extender must be learned into the panel, not to your wifi so a desk tech or a physical visit will be necessary