Frequently Asked Questions
- What do I need to know about ADS Security?
Headquartered in Nashville, Tenn., ADS Security is one of the top security companies in the Southeast, serving over 100,000 homes and businesses. For more than 25 years, we have made it our mission to provide unmatched service, transparent pricing, top-of-the-line products and 24/7/365 professional monitoring to our customers.Have questions? Contact us today and talk to one of our security experts!
- What do your customers think about your service?
- Do you offer both home and business security?
- Do I really need professional monitoring on my security system?
Yes. You are the most secure when you leave the monitoring to professionals. At ADS, our monitoring center never closes. We have professionals watching over your home or business 24 hours a day, seven days a week, 365 days a year. It doesn’t matter if you are asleep, on vacation or not by your phone because we always have your back so you don’t have to live on standby.
- Do you offer discounts?
Periodically, we offer our new and existing customers special discounts. Subscribe to our email newsletter at the bottom of our website for alerts about upcoming discounts.
Also check out our customer perks. We’re here to make sure you get the biggest bang for your buck.
- Why do I have to pay an upfront charge for my ADS Security equipment?
We make it our mission to be transparent in everything we do, especially when it comes to pricing. We ask you to pay upfront because, in our experience, security companies that give away their security equipment are either giving away unreliable equipment that is outdated or charging a really high monthly price to compensate for the free equipment. At ADS, we know that everyone has a different budget and lifestyle, and we will work with you to create a custom payment plan.
- Does ADS Security require a contract?
We want to make sure we provide you with the best service possible, so all of our security packages have a 36-month agreement. For our home security customers, you’ll get a lifetime guarantee on all our products and services, cutting-edge technology and 24/7 live customer support. For our commercial security customers, our 36-month agreement comes with leading security technology at a discounted price, discounted service and 24/7 live customer support.
- Does my contract automatically renew after 36-months?
After your 36-month anniversary, your account will automatically transition to a month-to-month agreement.
- Does ADS have access to my cameras at my home or business?
We take our customers’ privacy very seriously. When it comes to our home security, we do not have the ability to monitor your cameras from our monitoring center.For our business security customers, we do offer a verified video camera service that sends our monitoring center a short video clip if an alarm is triggered. This allows our alarm dispatchers to get law enforcement to the scene much faster and gives local law enforcement helpful information like clothes the suspect is wearing.
- How can I update my information on my account?
- What are your security packages and pricing?
Your home and business are unique, so your security system should be too. At ADS, we build custom security and automation packages to fit your specific needs. Fill out the form on our Contact page or call us at 866-326-6595 so we can start designing the system that is right for you! Looking for a home security system? Complete this short quiz to find the package that works for your budget and lifestyle.
- Am I in your service area?
- Does ADS charge for phone payments?
No. ADS Security is happy to accept phone payments free of charge at 877-309-4370 Monday–Friday 8 a.m.–5 p.m. Central time.
- How do I switch back to paper statements?
Though we recommend the convenience and security of ADS e-Bills, you can switch back at any time by contacting Customer Care at 866-837-8110.
- Can I pay my bill online?
Yes! You just need to visit my.adssecurity.com and set up a My ADS account. From the My ADS website, you can pay bills (what we like to call ADS e-Bills), update your billing information, enroll in auto-pay or paperless statements, request service, and submit referrals to earn rewards.
- How do I update my contact list?
To update your contact list, call the monitoring center at 800-866-6486 or contact Customer Care. 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 whom we will contact for further instructions about your system.
- Do you have any customer perks?
Yes, we do! In addition to our professional monitoring, free installation and lifetime guarantee, we offer our customers several different perks. These include earning money when you refer friends and family through our referral program, seamlessly transitioning your system with our moving program and earning rewards with our loyalty program.
- What makes the ADS Monitoring center different?
Our monitoring center is both UL-listed and TA Five Diamond-designated.
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.
The TMA Five Diamond Program is a balanced certification program providing a differentiation in the central station monitoring marketplace because it signifies five points of excellence. This designation, and its annual renewal, demonstrate a commitment to the continual upgrade in the performance levels of the monitoring operators who are the first line of defense in private-sector emergency response. Companies with this status have made it a practice to meet the highest levels of professionalism, training and expertise in the industry.
- What happens when my alarm goes off?
If your security alarm goes off at your home or business, you will receive a phone call from ADS Security to verify that you are OK. If you don’t answer or if you confirm that you need help, we immediately dispatch the local authorities. If our monitored smoke or carbon monoxide detector goes off, we immediately dispatch the local fire department and then will call to notify you that help is on the way.
- Where is your alarm monitoring center?
The ADS Security Monitoring Center is located in Nashville, Tennessee. Unlike most other security companies, we own and operate our own elite monitoring center. This allows us to guarantee that our customers always receive the best service possible. Did we mention that our expert monitoring team is on the job 24/7/365?
- How do I schedule a service call?
- What happens if I change or cancel my phone service?
Anytime you change your number or provider, you need to contact Customer Care or call 866-837-8110 Monday–Friday 8 a.m.–5 p.m. CT to update your phone numbers and have the monitoring center verify everything is still functioning correctly with your system.
- How do I verify that the sales representatives and technicians who come to my home actually work for ADS?
All of our ADS sales representatives and technicians carry an ADS company photo ID card and a state-specific alarm ID card (with the exception of Georgia and South Carolina). Before they enter your home, you can request to see these items. If you have questions or concerns, contact your local branch or Customer Care at 866-837-8110.
- Does ADS record my calls?
ADS only 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 and consistency, and serve as a valuable training tool as we always seek to improve the customer experience.
- Where can I request more yard signs and window decals?
Yes, you can. Contact Customer Care or call 866-837-8110 to request more yard signs and window decals.
- How do I get an alarm certificate for my homeowners insurance?
Insurance certificates can be requested by logging in to your My ADS account. On the top navigation bar, click “support”; then click “insurance certificate.”
- What happens if the Monitoring Center loses power?
Our monitoring center comes well supplied with backup power via commercial grade generators. We’ve always got you covered.
Products and Installation
- How do I know the best place to install cameras and the right products to get?
We want to make sure you feel confident in your security system. An ADS technician will walk through your home or business, listen to your wants and needs, and provide you with the best suggestions to fit your budget. Contact Customer Care at 866-837-8110 for more information.
- How long does an installation take for home security?
Depending on how many products you have and the complexity of your security needs, your installation could take from a few hours to a few days. Before they leave, our professional installers will walk you through the “how-to’s” of your system and make sure you feel comfortable using it.
- How long do the batteries last in your wireless security systems?
Battery life is dependent on a number of factors; but with regular use, our alarm panel and sensor batteries can last up to two years.
- Are your security systems wireless or hardwired?
The home security systems we feature on our website are all wireless, easy to install and easy to use. Since they are wireless and have a cellular backup included, they are able to communicate with our alarm monitoring center, even if you have a power outage.
- When can I get a security system installed?
As soon as possible! Your security system can be installed within a few days of completing your order. One of our security professionals will reach out to find a time that works best for you. Have questions or want to talk to one of our security experts? Contact us today!
- Do you have a mobile app?
Yes, we have one of the highest-rated apps on the market. With our smart security app, you can arm and disarm your security system, set and control your thermostat, open and close your garage door, grant keyless entry to family and friends, view indoor and outdoor cameras, and much more.
- Do you offer a security system I can install myself?
At ADS, we believe in thorough, professional installations. All of our home security packages come with free professional installation. This means you don’t have to worry about breaking the bank or whether or not you properly installed your system!
- What products and services does ADS offer?
ADS offers a wide range of products and services, including security cameras, burglary prevention, fire alarms, automation, professional 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.
ADS System | Home
- What happens to my security system if my power goes out?
Don’t worry; we’ve got you covered. All ADS Security systems have a backup battery that will keep your security system up and running for several hours in the event of a power outage.
- How do I control my system when I’m away from home?
You can use our smart security app to easily monitor your home when you’re away. Directly from your phone, you can arm and disarm your home, grant keyless entry to friends and family, open and close your garage door, view your indoor and outdoor cameras, and much more.
The ADS Smart Security system allows you to control your system from any device. 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.
- What do I do if I accidentally trigger a false alarm?
If you trigger the alarm, please immediately call the monitoring center at 800-866-6486. 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 your home or business 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, check out our blog!
- How do I upgrade my service?
- How can I test my system to make sure it is being monitored?
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 it is placed in test mode, 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 to the test.
- What do I do if my system says “low battery” or “Low Battery CPU”?
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.
- What do I do if my keypad says “FC”?
If an “FC” or “Failure to Communicate” signal appears, your system needs to be reset. Call your local branch office to schedule service.
- What is my keypad code, and how can I change it?
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. Call 800-866-6486 to avoid error.
- How can I change my false alarm ID, passcode and password?
Your false alarm ID/passcode/password is used by the monitoring center. It identifies you or any other person who is 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.
- If my alarm system is not armed, are my fire and carbon monoxide detectors still monitored?
- Can you help me transfer my security system/equipment when I move?
- If my house already has a security system, can ADS Security monitor my existing system?
While we always recommend upgrading your security system to the latest technology, we can have one of our security professionals come out for free to see if we can use your existing security equipment. Contact us if you would like someone to come out to your home.
- Can I pay for the equipment monthly along with monitoring?
The cost of our home security equipment, which includes our lifetime guarantee and free installation, is paid up front. We keep our equipment costs as low as possible to make sure everyone has an opportunity for a safe, secure home.
- What will be my monthly monitoring charge?
All of our security systems are custom-built to fit your lifestyle, home and budget. Our team will work with you to customize a monthly payment and find a plan that makes sure you get everything you need, and nothing that you don’t.
Get an instant recommendation on the security system that best fits your needs and take this short quiz.
- What makes ADS Security better than other home security companies?
We go above and beyond to provide straightforward, incredible service that you can trust. We are the only security company that provides all residential security customers with a lifetime guarantee and free, professional service for life. That means that, if something happens to one of your products, we’ll be out to fix it free of charge.
- What comes with your home security systems?
Your home is unique, and your security system should be too. That’s why at ADS we will work with you to build a system that is totally customized for your home. We’ll make sure you get everything you need, and nothing that you don’t. That said, no matter what system you get, every home security system comes with our premium touchscreen security keypad, a smoke and carbon monoxide detector, our lifetime guarantee, free service for life, 24/7 live customer support, and our smart security app.
Take this short quiz for an instant recommendation on the perfect home security package for you.
ADS System | Business
- Can I refer a business colleague to ADS Security?
Yes, and you can earn $50 for every referral that becomes a customer. If you refer 7 new, active customers to ADS, you can get Free Monitoring for Life. Please review the details of our referral program here.
- How often should I test my security system? How do I test it?
We recommend testing your system once a year to ensure all alarms and triggers are working correctly to keep your business safe. Call our monitoring center at 800.866.6486. We can put your system on test and walk you through the process.
- How long after an event can I access my security footage?
You can access recorded video from our surveillance systems anywhere from 1 week to 1 month. It depends on if you have local storage or cloud storage. It also depends on the camera resolution and the number of cameras in your system. For example, with an MVR or local storage, you can access recordings from 1-2 weeks. With cloud storage, you can access recordings from 7 days to 1 month. If you have questions about your specific system, give us a call at 866-326-6595.
- Do you offer fire and security system inspections?
Yes, we do offer both services. Click here if you would like to schedule an inspection.
- My business is moving. Can you help me transfer my system?
a. Yes, we can. We know how stressful moving can be, so we put together a really easy process for transferring your service. Contact us here.
- Can I access my security system through an app?
Yes. We have an industry-leading app where you can control access to your facilities’ doors, manage your HVAC system, arm/disarm your security system, and view your surveillance systems.
- Can I customize a system for my business or do you only offer packages?
We specialize in customizing security systems for all kinds of businesses. We know that no two security needs are the same, and we customize every system based on needs, facility layout, and budget. We have a team of security professionals ready to put together a custom design for you today. Start the process here.
- What is video verification?
Video verification ties together alarm signals with surveillance footage of the event that is triggering the alarm. It allows the ADS Security alarm operator to see what is activating the alarm. This allows the alarm operator to confirm the alarm for first responders, which results in a faster, higher priority response.
- Can I upgrade my existing equipment?
Absolutely. We have a lot of new, exciting technologies available for every budget. Click here if you would like someone to walk you through your upgrade options.
- Can you take over my existing system?
While we always recommend upgrading your security system to the latest technology, we can have one of our security professionals come out for free to see if we can use your existing security equipment. Click here if you would like someone to come out to your home or business.
ADS System | 3G Removal
- What is the best way to upgrade from 3G to 4G LTE?
To schedule your appointment upgrade, you can contact us at 866-326-6595 or via email. Customers with loyalty dollars, a lifetime guarantee and/or service plan get the upgrade for free!
- Can you tell me if my system is on the 3G network?
If you purchased your home security system from ADS before 2018, it’s extremely likely that your alarm system will be one of the ones affected. Contact us today to find out for sure!
- What is 3G network discontinuation, and will I be impacted by it?
3G is being phased out in North America and also at different places around the world and is being replaced with 4G.
If your security system uses the 3G network, and you haven’t upgraded by the time AT&T and Verizon remove 3G functionality, your system will no longer be able to send alarm signals to our monitoring center. This means that, while an alarm may sound if a window or door is breached, our team won’t be alerted and will not be able to send assistance.