We've been with ADT for years. People considering going with them should make sure they read reviews about their customer service and engineer call out issues prior to handing their money over. We have been living with a simple fault on our alarm system that has been ongoing and been left unresolved for months. I have waited in a total of 10 full days since the summer for an engineer. A variety of mess ups have occurred in that time: engineer ordering the wrong part, parts not being ordered when needed, parts not turning up, engineers not showing up, case history not being documented, phone line staff not following through with actions required/promised, poor communication between departments leading to near constant confusion, no job continuity etc. Interestingly, today an engineer turned up but was under instruction from ADT to upgrade the system to run digitally (rather than through the phone line). This had nothing to do with the ongoing fault that needs fixing, and this was not work requested by me nor was it booked in by ADT with me. Anticipating error, due to the loss of faith in the company, I had already phoned ADT twice last week to ensure the engineer coming knew what the issue was and what part to bring in order to resolve this long running problem. Two separate call centre staff both confirmed that the system incorrectly had the visit down as a digital upgrade roll out. I corrected this twice over the phone, and was assured they would come with the correct part and fix the issue. The engineer arrived knowing nothing about this. To be crystal clear, it is NOT THE EMPLOYEES - but the system they are having to operate within that is the failure. Over the last few months I have learnt that the staff are under enormous pressure. Engineers are worst hit and are chronically understaffed. A few years ago only a couple of call outs would remain on their to do list at the end of the day, and would be pooled then picked up by engineers that were able. Now there are HUNDREDS left at the end of the day, with no hope of being picked up by the massively over stretched team. Maybe they shouldn't have made so many redundant over lockdown. They are now struggling to recruit, and those that are working are incentivised to attend as many properties as possible in a day rather than fix each issue competently and efficiently. I think we all know how that business model pans out in the long term. Home Security is an important role that requires professionalism, reliability, fast actions, trust and expertise. Homeowners have bought into these alarm companies under the understanding that their homes and their families will be safer using them. How are we meant to feel when faults go unresolved for months and systems can't even be set properly due to engineers being so understaffed and the company being so poorly managed? Their tag line of choice needs a review. It currently reads "ADT - Always There", which is so off the mark it actually made me laugh out loud the other day. As one exasperated staff member confided, the real issues began as we came out of lock down (having made many redundant during it) and they have progressively worsened to the point of the virtually non-functioning, spluttering system of today. They used to be good when we first started with them - which may partially explain why the overall Trustpilot rating currently looks OK. Therefore, make sure you look at recent reviews only on various sites, and pay particular attention to the ones commenting on ongoing maintenance issues. People will vote with their feet, and apparently they are leaving in large numbers. Take note ADT: customers matter.