Terrible experience. The key pad was fitted at an angle. The main bedroom sensor is active when set at night so I can't use the alarm at night. The fobs aren't always working which means you have to use the app. The app is only available to one user - you have to by pass this by giving other users your user name and password (a security risk in its own right) choosing an option to copy settings from another device, and "finally click the uncommon answer to keep everyone’s phones active on the app (the recommended answer is if you were for example upgrading your phone)". This was the advice from my installer. My previous alarm system allowed multiple users living in the house to have their own account on the app. What if someone you live with is asked to leave? They can control the entire security system, disable your fob, change the password and effectively lock you out of your home. Today neither the fob nor the app worked and so the alarm went off. Eventually the fob worked. The alarm cannot now be reset. The apps says I have to call support for a remote reset The options don't relate to anything - you have to try various 'press one' 'press two'. before finally finding an option which allows a remote reset. It tells you to input the number on the panel display - but there is no number. If you try to speak to anyone, it just says the line is close and hangs up. The website says that you can report faults using the app. You can't. You have to phone ADT (and the lines are closed). There is an option to remote reset but you need a verification code. I don't have one - so I clicked 'forgotten verification code' and got an error message. My concern about ADT was I would be subject to call centres, pressing options and getting nowhere. That is exactly what I am experiencing. Update: a day later, I finally managed to get through to someone - their response? 'Someone will call you back'. You couldn't make it up. Update: Their customer service response didn't address any of the issues I raised, told me to call their support line and look at the videos and tutorials on line. For a faulty system! Basically 'Solve it yourself'. Update: The installer returned. He was unable to find out why the alarm failed. He said that someone from ADT had deleted the log. He called his manager to get answers to questions we had - for example 'What is the verification code that the app requires for a reset?'. We were told that this was provided in the letter containing key holder information. I checked the letter - it contains no such information. Another update. The engineer came yesterday. Today I set the alarm. When I returned I tried to disarm the system. Once again the fob didn't work and the alarm went off. I've had to call ADT as I cannot reset the system from here and once again I have to wait for someone to call me back. What would happen if I were away? A week on, I am unable to use the alarm until an engineer resets it. It seems the only way to set and unset the alarm is using your phone. Not easy with keys and bags etc. Are customers coming home later supposed to stand outside their door and get their phones out along with their keys to get in? Neither practical nor safe. Another update: After waiting several hours an engineer called. He suggested I was triggering the alarm as I wasn't doing it properly. He said he was was going to talk me through how to press a button and put a fob against the panel (!) I followed his instructions and the alarm went off immediately - not even a delay. 'Oh. Your alarm is faulty'. So the engineer is going to get an engineer to look at it. Another Update: It's been four days and despite the engineer confirming the system is faulty, no-one has called to arrange a visit. Called to be told 'Someone from dispatch will call you back'. I cannot count how many calls, emails, and people I have spoken to - and I keep being given conflicting information. Emails to support and complaints are ignored. Update: Spoke to some who sent an engineer round to replace the keypad. He said that the keypads don't work if they are near a power supply(!) Got another call from someone else to arrange an engineer visit. Told him the engineer had been. Later. First person called again to say 'I understand your alarm is going off'. Update: The wiring for an alarm system was part of the build of my house. ADT ripped it out and took away my old alarm without consent preventing me from having a wired alarm in the future. They have ignored all requests to return it. Customer support say the engineer wouldn’t have removed the wires even though he admitted in an email that he did. My home that is less secure than before I had the alarm installed. They have put my home insurance at risk and they ignore complaints. They billed 3 months for 2 and Laura in the director's office ignores complaints.