How can we help?

Looking for extra product or service info? Find an answer to your enquiry by browsing through our frequently asked questions.

FREQUENTLY ASKED QUESTIONS

Get help with commonly asked questions

faq_panel

Categories

We are available 24/7 via the emergency numbers: coastal 086 12 12 301 and inland 086 12 12 401.

Please expect delays when there are high call volumes. Customers will be put into a queue and be attended to as soon as possible.

This number is for emergencies as well as other options, including cancelling false alarms, technical issues, account related issues and you can speak to a customer care agent.

Forward your cancellation in writing via email to inland alwaysthere.i@adt.co.za or coastal alwaysthere.c@adt.co.za

Complaints can be made via the enquiries line 086 12 12 300 for coastal or 086 12 12 400 for inland as well as via email to coastal alwaysthere.c@adt.co.za or inland alwaysthere.i@adt.co.za

Contact the customer care centre and they will arrange for signage to be installed.

This is a technical issue. Contact the enquiry line and a customer care agent will arrange for a technician to resolve the issue at your property.

Contact the general enquiry line on 086 12 12 300 for coastal or 086 12 12 400 for inland.

This depends on your property and requirements. Book an appointment with a customer care agent to evaluate what is required based on your home’s needs.

This is most likely an error on the system. Contact the enquiry line and follow the prompts for our accounts department.

One month’s notice is required before your account can be cancelled.

The standard time period is one week.

There is an annual radio fee. A fuel levy will be charged should the petrol price increase to the extent that it affects the operation response vehicles.

During the initial installation, labour is included in the quote, thereafter an additional fee is paid per hour.

False alarms have a major impact on Fidelity ADT’s ability to respond to real emergencies. We encourage customers to use their alarm system responsibly and to prevent the transmitting of false alarms. We do engage with customers where we have identified that we respond to an excessive number of false alarms to try to rectify the cause. From time to time, we do find that a customer does not assist in minimising false alarms from their property, and in these cases Fidelity ADT has no choice but to charge the customer for the responses to excessive false alarms.

Existing customers receive 3 months free when transferring their plan to their new home when signing a renewal subscription of 24 months. A call can be made on the enquiries line for this process to be arranged. Alternatively you may email coastal on alwaysthere.c@adt.co.za or inland on alwaysthere.i@adt.co.za

This could be due to excessive call-outs or the fees stipulated above.

This depends on a number of factors such as current installation requests, type of installation (full alarm system or only link up) as well as the time of year. November/December as a rule have longer turnaround times due to the number of installations being done.

We strive to assist within 24 hours. This may depend on the time of year as Easter, December and holiday periods are usually our busiest times. In those cases, turnaround time may increase to three days. It is therefore important for customers to test their alarm and arrange for service of the alarm systems well ahead of these busy periods. Standby technicians are available to deal with emergencies after hours. As with all service industries, please note that a higher call-out fee applies for after hour support.

Test your alarm system regularly to ensure that all components work. Concerns with multiple components on your alarm system it is a sure sign that it is time to upgrade. An alarm older than 5-10 years may need to be replaced or upgraded. As personal circumstances change and your requirements change, is also a good idea to look at upgrading the alarm system to suit your lifestyle. With security technology constantly advancing, it is also good to stay updated with new products being launched.

At least twice a month. Always contact the Call Centre before testing to prevent a response vehicle from being dispatched to a false alarm. This prevents our reaction vehicles from attending to real emergencies and may lead to increased alarm fees for excessive responses.

This depends on several things, including vehicles in the area, traffic and other environmental factors. We aim to respond within 15 minutes.

Upon receipt of an alarm activation, a response vehicle is immediately dispatched via our automated dispatch system. At the same time, you will receive a phone call to determine whether you need assistance or if it is a false alarm. In case of a false alarm, the responding vehicle will be cancelled. In case of a confirmed incident, a response vehicle, as well as a backup vehicle and SAPS will be dispatched. In the case where response offers have not received a reply from the customer, officers will proceed to inspect the property. Please cancel all alarms by calling us if triggered by accident.

If the customer is aware that his/her pets could potentially pose a threat to the responding officers, instructions will be added to the customer’s profile, indicating that dogs are dangerous and that the officer should not enter. If the animals do not pose a threat, the officer will enter the property. Officers will also gauge the situation and will report on whether the dogs appear to be dangerous. The Monitoring Centre will then contact the customer and request further instructions.

The officers will climb the walls where humanly possible and without the use of a ladder. To ensure our officers safety, we prefer our officers not to climb walls higher than 1.2 meters high. When there is electric fencing, palisade fencing, razor wire or barb wire, officers will not be able to scale the walls. Homes with excessively high walls should install a keypad or a lockbox or alternatively provide a key holder who can open for our officers.

The number of response vehicles in your area depends on the number of clients in your area.

You can call the enquiries line for additional patrols to be arranged.

    We are available 24/7 via the emergency numbers: coastal 086 12 12 301 and inland 086 12 12 401.

    Please expect delays when there are high call volumes. Customers will be put into a queue and be attended to as soon as possible

    This number is for emergencies as well as other options, including cancelling false alarms, technical issues, account related issues and you can speak to a customer care agent.

    Forward your cancellation in writing via email to inland alwaysthere.i@adt.co.za or coastal alwaysthere.c@adt.co.za

    Complaints can be made via the enquiries line 086 12 12 300 for coastal or 086 12 12 400 for inland as well as via email to coastal alwaysthere.c@adt.co.za or inland alwaysthere.i@adt.co.za

    Contact the customer care centre and they will arrange for signage to be installed.

    This is a technical issue. Contact the enquiry line and a customer care agent will arrange for a technician to resolve the issue at your property.

    Contact the general enquiry line on 086 12 12 300 for coastal or 086 12 12 400 for inland.

    This depends on your property and requirements. Book an appointment with a customer care agent to evaluate what is required based on your home’s needs.

    This is most likely an error on the system. Contact the enquiry line and follow the prompts for our accounts department.

    One month’s notice is required before your account can be cancelled.

    The standard time period is one week.

    There is an annual radio fee. A fuel levy will be charged should the petrol price increase to the extent that it affects the operation response vehicles.

    During the initial installation, labour is included in the quote, thereafter an additional fee is paid per hour.

    False alarms have a major impact on Fidelity ADT’s ability to respond to real emergencies. We encourage customers to use their alarm system responsibly and to prevent the transmitting of false alarms. We do engage with customers where we have identified that we respond to an excessive number of false alarms to try to rectify the cause. From time to time, we do find that a customer does not assist in minimising false alarms from their property, and in these cases Fidelity ADT has no choice but to charge the customer for the responses to excessive false alarms.

    Existing customers receive 3 months free when transferring their plan to their new home when signing a renewal subscription of 24 months. A call can be made on the enquiries line for this process to be arranged. Alternatively you may email coastal on alwaysthere.c@adt.co.za or inland on alwaysthere.i@adt.co.za

    This could be due to excessive call-outs or the fees stipulated above.

    This depends on a number of factors such as current installation requests, type of installation (full alarm system or only link up) as well as the time of year. November/December as a rule have longer turnaround times due to the number of installations being done.

    We strive to assist within 24 hours. This may depend on the time of year as Easter, December and holiday periods are usually our busiest times. In those cases, turnaround time may increase to three days. It is therefore important for customers to test their alarm and arrange for service of the alarm systems well ahead of these busy periods. Standby technicians are available to deal with emergencies after hours. As with all service industries, please note that a higher call-out fee applies for after hour support.

    Test your alarm system regularly to ensure that all components work. Concerns with multiple components on your alarm system it is a sure sign that it is time to upgrade. An alarm older than 5-10 years may need to be replaced or upgraded. As personal circumstances change and your requirements change, is also a good idea to look at upgrading the alarm system to suit your lifestyle. With security technology constantly advancing, it is also good to stay updated with new products being launched.

    At least twice a month. Always contact the Call Centre before testing to prevent a response vehicle from being dispatched to a false alarm. This prevents our reaction vehicles from attending to real emergencies and may lead to increased alarm fees for excessive responses.

    This depends on several things, including vehicles in the area, traffic and other environmental factors. We aim to respond within 15 minutes.

    Upon receipt of an alarm activation, a response vehicle is immediately dispatched via our automated dispatch system. At the same time, you will receive a phone call to determine whether you need assistance or if it is a false alarm. In case of a false alarm, the responding vehicle will be cancelled. In case of a confirmed incident, a response vehicle, as well as a backup vehicle and SAPS will be dispatched. In the case where response offers have not received a reply from the customer, officers will proceed to inspect the property. Please cancel all alarms by calling us if triggered by accident.

    If the customer is aware that his/her pets could potentially pose a threat to the responding officers, instructions will be added to the customer’s profile, indicating that dogs are dangerous and that the officer should not enter. If the animals do not pose a threat, the officer will enter the property. Officers will also gauge the situation and will report on whether the dogs appear to be dangerous. The Monitoring Centre will then contact the customer and request further instructions.

    The officers will climb the walls where humanly possible and without the use of a ladder. To ensure our officers safety, we prefer our officers not to climb walls higher than 1.2 meters high. When there is electric fencing, palisade fencing, razor wire or barb wire, officers will not be able to scale the walls. Homes with excessively high walls should install a keypad or a lockbox or alternatively provide a key holder who can open for our officers.

    CUSTOMER SUPPORT

    Need help with a product or a service?