Have questions? ADS Security has answers!

Got questions? We've got answers. Here are some frequently asked questions. If you still need help, feel free to contact us.

General

    ADS offers a wide range of products and services, including surveillance cameras and equipment, burglary, fire, access control, wireless monitoring and much more. Depending on your location the exact manufacturer and product may vary. Please contact your local ADS branch to find out which products and services are available in your area.

    Use our Location Finder at the bottom of this page, or visit our Locations page to find the branch nearest you.

    ADS recognizes each home and business is unique. We custom build security and automation packages to meet your specific and individual needs. Fill out the form on our Contact page or call us at 800-297-9311 so we can start designing the system that is right for you!

    To view residential packages please click here.

    In August of 2012, AT&T Inc. announced that the shutdown of its second-generation, or "2G," wireless network will be complete by the end of 2016.

    Why does the 2G Sunset affect alarm systems?

    Wireless alarm systems communicate via cellular networks like the 2G, 3G and 4G networks. Many wireless alarm systems were installed with a 2G compatible GSM (Global System for Mobile Communication) device that can only communicate via the 2G wireless network. Therefore, when the 2G network ceases to exist, these alarm systems will no longer be able to communicate alarm signals.

    What do you need to do to make sure your alarm system will not be affected by the 2G Sunset?

    If your system will be affected, we will discuss the next step in making sure your alarm system will be protected from the elimination of the 2G wireless network.

    Visit our ATT 2G Sunset page to learn more. 

    Contact ADS by email or call 1-866-837-8110 or online and we can determine whether your system will be affected. 

    Monitoring Center

      Yes, the ADS Monitoring Center is UL-listed. Underwriters Laboratories (UL) is the leader in the certification and listing of Monitoring Centers. In order to receive UL listing, Monitoring Centers must meet demanding requirements for architectural and physical security features as well as emergency power, computer hardware and software and operator training. Many insurance companies require alarm monitoring to be performed by a UL-listed Monitoring Center in order to qualify for significant premium discounts.

      Visit Underwriters Laboratories for more information.

      Yes, the ADS Monitoring Center is CSAA Five Diamond certified.

      "The Central Station Alarm Association (CSAA): The CSAA Five Diamond Program is a balanced certification program providing a differentiation in the central station monitoring marketplace because it signifies five points of excellence:

      1. Commitment to random inspections and quality criteria standards by a nationally recognized testing laboratory such as FM Global, Intertek/ETL and UL.
      2. Commitment to the highest levels of customer service.
      3. Commitment to ongoing job-related education and testing by having 100% of its central station operators certified using the CSAA online training series.
      4. Commitment to raising the industry standards through CSAA membership and participation in its activities.
      5. Commitment to reducing false dispatches.

      The CSAA Five Diamond 100% Operator Certified Central Station designation is granted to central stations that:

      • Have 100% of its central station operators certified by the CSAA Central Station Operator Level I Online course.
      • Further pledge to continue all future certifications through CSAA.
      • Are CSAA members in good standing.
      • Satisfy all of the requirements of the five points of excellence.

      This certification, and its annual renewal, demonstrate a commitment of the CSAA Five Diamond Central Station to the continual upgrade in the performance levels of the central station operators who are the first line of defense in private sector emergency response."

      Visit CSAA for more information.

      Our Monitoring Center comes well supplied with commercial grade generators and uninterruptable power sources.

      Due to the rapid spread nature of fire, we need to get emergency services to your home or business as quickly as possible to limit costly damage and save lives. Upon receipt of a fire signal we will contact emergency services first and then we will attempt to contact you and your contact list as needed.

      Customer Care

        Our UL-listed, CSAA Five Diamond Monitoring Center operates 24 hours a day, 7 days a week, 365 days a year, and can be reached at
        800.866.6486. You can reach Customer Care at 866.837.8110, sales at 800.237.9311, or billing at 877.309.4370 Monday-Friday from 8:00 AM - 5:00 PM Central Time. You can reach your local branch Monday-Friday 8:00 AM - 5:00 PM local time.

         Insurance certificates can be requested by logging in to your My ADS account. On the top navigation bar, click “support”; then click “insurance certificate”.

        Contact Customer Care by email or call 866.837.8110 to request more yard signs and window decals.

        Learn all about our Move Program. ADS is happy to work with you to make sure your new home is smart and secure.

        ADS records telephone calls between our Monitoring Center and Corporate Headquarters, and our customers and local authorities. These calls help us improve our customer service, maintain quality & consistency, and serve as a valuable training tool as we always seek to improve the customer experience.

        Every ADS sales representative and technician will have an ADS company photo ID and a state specific alarm ID card (no state IDs in Georgia and South Carolina). If you have questions or concerns contact your local branch or Customer Care at 866.837.8110.

        The Free For Life referral program provides rewards to current ADS customers who submit referrals to ADS. All you have to do is refer your family, friends, or acquaintances to ADS Security and when they sign up for security services with ADS, you get a check for $50 for each referral. Additionally, after the 7th referral your security system monitoring is free for life!*

        You can submit referrals via your My ADS account. Click "Support" and select "Submit a Referral" to start submitting your referrals. Contact Customer Care by email or call 866.837.8110 to find out more about this exciting referral program.

        * To maintain Free For Life billing status, the seven (7) referred customers must be active accounts, in good standing, within the ADS service area. If the number of qualified referrals drops below seven (7), replacement referrals must be provided within ninety (90) days in order to maintain Free For Life account status. If replacement referrals are not provided within ninety (90) days, Free For Life status is relinquished until replacement accounts are active. Free For Life status includes basic system monitoring and basic GSM cell service only. Exclusions include, but may not be limited to, advanced services such as AES Radio, ADS® Aniware®, ADS® RemoteView®, ADS® SecureDoor®, Service Plans and Timer Tests. This offer does not include monitoring on leased systems, commercial fire monitoring or fire tests and inspections. Other exclusions may apply. Multi-site and chain accounts are limited to one location at Free For Life status.                 

        The lack of a landline phone is not a problem. ADS Smart Security systems can utilize wireless technology to keep your home or business monitored 24/7. Using a wireless system improves security because you no longer have an exterior line that can be cut. It offers excellent alarm communication speed and it supports great enhanced services like remote control and automation.

        Anytime you change your number or provider you need to Contact Customer Care by email or call 866.837.8110 Monday-Friday 8AM - 5PM Central Time to update your phone numbers and have the Monitoring Center verify everything is still functioning correctly with your system. 

        Call your local branch office or Customer Care at 866.837.8110 to get a service call scheduled.

        My System

          Ask your ADS Sales Representative about a Periodic Timer Test. This additional service sends a test signal from your system to our Monitoring Center automatically on a regular schedule. If our computer does not receive the signal when expected, you and your local ADS branch are notified. Please note that periodic timer tests will test the communication path from your system to our Monitoring Center, but not the devices themselves.

          To determine if your system is being monitored you need to do a test. ADS recommends monthly testing. Call the Monitoring Center at 800-866-6486 and they will assist you with performing a test. It is your responsibility to test your system on a regular basis. Be prepared to provide your false alarm ID/passcode/password to put your system on test.

          ADS recommends monthly testing of your system. Call the Monitoring Center at 800-866-6486 and they will assist you. You need to call to place your system in test mode. Once placed on test, arm your system and trigger an alarm. When an alarm is triggered call the Monitoring Center back. Be prepared to provide your false alarm ID/passcode/password to put your system on test.

          Please call the Monitoring Center at 800.866-6486 as soon as you trigger the alarm. This will prevent emergency services from being dispatched. If you do not call the Monitoring Center, they will attempt to contact you to make sure you are ok. Do not leave without calling or receiving a call from a Monitoring Center Operator. Be prepared to give the Operator your false alarm ID/passcode/password. False alarms occupy emergency services and could slow their response times to actual emergencies. False alarms can also be costly as some local authorities will charge fines for false alarm dispatches. To learn more about preventing false alarms please view this document.

          If the system displays a Low Battery, or Low Battery CPU (Central Processing Unit) please call your local branch office and they can give you instructions on how to change the battery yourself or they can schedule a service call for a fee.

          If an "FC" or "Failure to Communicate" signal appears your system needs to be reset. Call your local branch office to schedule service.

          Your false alarm ID/passcode/password is used by the Monitoring Center. It identifies you or any other person given access to your security system as an approved user. Approved users are able to make decisions about further action once an alarm is received. Your false alarm ID/passcode/password may be changed by calling the Monitoring Center at 800.866.6486.

          Your keypad code is the code you type into your keypad to arm or disarm your system. This code should not be the same one used for your false alarm ID/passcode/password in the Monitoring Center. You can change your keypad code from your keypad and assign others accessing your home their own unique keypad code.

          Changing your keypad code will depend on which ADS manufacturer made your keypad. Please click the appropriate keypad guide. Before changing any codes call the Monitoring Center and put your system in "test" mode 800.866.6486 to avoid error.


          Lynx Touch Keypad Guide

          DMP Keypad Guide
          DMP Keypad Guide

          2GIG Keypad Guide
          2GIG Keypad Guide

          If you are still having trouble or do not see your keypad above, please call the ADS Monitoring Center for assistance at 800.866.6486.

          Yes. The Monitoring Center will receive fire and carbon monoxide alarms even if your alarm keypad is not armed. These are 24/7 monitored sensors.

          All ADS security systems have a backup battery that should power your security system for several hours in case power fails. If you choose, we can configure your system to automatically send a Critical Power Fail signal to our Monitoring Center which will be recorded in your alarm history. Ask your ADS Sales Representative about Critical Power Fail signal options for your system. This additional service will notify you if power is lost. This is especially useful if you have a large food freezer, medical equipment, or special pets (tropical birds, fish, etc.).

          It depends on your system and the types of services you are signed up for. ADS Smart Security systems allow you to control your system from a laptop, tablet or smart phone. This service does require a cellular or internet compatible system to be installed. Anytime you will be away from your home or business for a few days please contact the Monitoring Center at 800.866.6486 and let them know what dates you will be away. You can assign keycodes and false alarm ID/passcodes/passwords for neighbors or family checking on your home. Before you go out of town make sure your contact list is updated. If any other problems arise when you are gone, please call the Monitoring Center.

          Billing

            To update your contact list call the Monitoring Center at 800-866-6486 or Contact Customer Care.  Be aware you will need to provide your false alarm ID/passcode/password to change your contact list. Your contact list, and the order of it, is very important and needs to be kept updated. In the event of an emergency your contact list determines who we will contact for further instructions about your system.

            Yes! You just need to visit myadssecurity.com and set up a My ADS account. From the My ADS website you can pay bills, update your billing information, enroll in auto-pay or paperless statements, request service and submit referrals to earn rewards.

            Call the ADS Billing Department at 877.309.4370 Monday-Friday from 8:00am to 5:00pm Central Time to update your credit card and billing information. Once updated, you can make online payments by logging in to your My ADS account.

            Once you sign up for ADS e-Bills you will no longer receive paper bills in the mail. Instead, you will receive an email each month letting you know that your bill is available online for viewing and printing.

            Though we recommend the convenience and security of ADS e-Bills, you can switch back at anytime by contacting Customer Care at 866.837.8110.

            No. ADS e-Bills are absolutely free!

            No. ADS Security is happy to accept phone payments free of charge at 877.309.4370 Monday-Friday 8:00 AM - 5:00 PM Central Time.

            Existing Customer?

            Visit myadssecurity.com for more help, to pay your bill & manage your account online!

            Still have questions?

            Contact Customer Care by email or call (866) 837-8110, and we will be glad to assist you.

            Find the local ADS Security office in your area.