ADT & Uverse

[dhk1976]

I got my Uverse set up about a week ago and things are working just fine except that my ADT burglar alarm went off twice and both were false alarms with a trouble light blinking.  I reset it both times and it's working fine again (ADT says it's working ok too) but not sure why this happened.

Does anyone know or have experienced a similar issue?

Any help would be really appreciated. 

[balajiraman]

Does ADT support Uverse, I am planning on installing uverse voice but, i am reading mixed results with ADT Alarm systems. The suggestions range from getting a separate land line to cell backup.

What is your setup ?

[erazoner]

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balajiraman wrote:

Does ADT support Uverse, I am planning on installing uverse voice but, i am reading mixed results with ADT Alarm systems. The suggestions range from getting a separate land line to cell backup.

What is your setup ?

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I am an ADT customer. Before signing up for U-verse Voice, I checked their site at:

http://www.adt.com/for_your_home/products_services/security_systems/voip

and also called them. They said the U-verse Voice is a Qualified Managed Facility Voice Network. The AT&T CSR also asked me if I have an alarm system when I ordered, and with which service. She said that U-verse Voice is compatible with ADT.

I also tested my alarm system with ADT both before and after installation and it worked fine.

Message Edited by erazoner on 02-18-2009 04:43 PM

[todds89]

First post here..

Just got Uverse installed last week and very happy so far.

I do have one problem though. I have an ADT alarm system and it is not communicating to the monitoring station. I've had 2 AT&T techs out who say it's wired correctly, and ADT says it should work if wired properly.  When the alarm event happens, it does seize the line, but ADT doesn't get the signal.

That leaves me stuck in the middle.

Anyone else had similar issues?

[Uturnaroun]

If it's seizing the line, it seems like it is wired correctly. But it it's not communicating with ADT, then for some reason it's having trouble actually sending the message out. It could actually be a problem with the alarm panel in that case.

I wonder if ADT needs to take a look at it?

[todds89]

Thanks for the quick reply.

The ADT panel is about 15 years old so my thought was that it wasn't going to work with the VOIP, but ADT says it will. ADT wants $130 to come look at it but say there isn't really anything they can do. They say if it worked before, it should work now.

ATT is coming back out today to try and use a different pair or wires.

ATTs customer service has been really good, I just hope they can find something.

[taylor2767]

I say cancel ADT or atleast have them upgrade you to a cellular backup panel. If not,switch to someone who will.

[RCSMG ACE - Master]

http://www.adt.com/for_your_home/products_services/security_systems/voip

[Uturnaroun]

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todds89 wrote:

Thanks for the quick reply.

The ADT panel is about 15 years old so my thought was that it wasn't going to work with the VOIP, but ADT says it will. ADT wants $130 to come look at it but say there isn't really anything they can do. They say if it worked before, it should work now.

ATT is coming back out today to try and use a different pair or wires.

ATTs customer service has been really good, I just hope they can find something.

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Maybe it could be something with the wiring. U-verse is an alarm capable service so I don't think that is the problem.

Do you know if the alarm had worked before when it was on the standard telephone service? Did the alarm ever go off, or did you test it? It could be possible that there was a problem since then, but it wasn't known until now.

If the old telephone service isn't cancelled yet, you could ask the tech to reconnect the alarm to the old standard telelphone and see if it works there. That would show if it is a problem with U-verse or not.

Let us know how it goes.

Message Edited by Uturnaroun on 07-30-2009 05:46 PM

[todds89]

To reply to a couple comments..

I checked out that link before I had Uverse installed, and I called ADT who said it would work.

The alarm worked prior to Uverse installed. They do a monthly test and we set it off occasionally so I know it worked before.

Had a 3rd tech out yesterday who verified again that the wiring is correct - he said the alarm panel goes straight to the box first, just like it should.

One thing interesting that came up was that the tech said his buddy had to have an ADT guy program a delay in the alarm panel. So I asked ADT while they were on the line and they said they could send a tech out for $130 to program a  delay. I have noticed a 5-8 second delay on normal calling from the time the number is dialed till the phone start ringing. - Is he on to something here?

Thanks for all the replies, hopefully we'll get it resolved..

[todds89]

Sorry to dig up an old thread, but what model alarm box do you have?

I have ADT (panel is a DSC1550) and they can't seem to get it to work.

Thanks

[wizkid_1]

that delay you are experiencing is the voip waiting for the "rest" of the numbers to be dialed.

The voip service is waiting for you to enter the rest of the 10 digits of the phone (area code + number)

After entering only 7, it waits and waits for the rest until eventually it decides you have enterd all the

numbers, then sends the call through

two things (or 3) you can do

1.  program the adt to enter 10 digits

2.  program the adt to hit the # after the 7 digits (this tells the coip you are done entering numbers)

3.  program that "delay" you are speaking of

one of these should work, if this delay is the problem

Message Edited by wizkid on 08-02-2009 10:01 AM

Message Edited by wizkid on 08-02-2009 10:03 AM

[mkoegle]

imho, i would have adt come out to set you up with new equiptment.

for being a customer for so long wiht them it is their duty to help you, especially in the times of many competitors.

15 years old of equiptment, trying to be wired in with brand new equiptment i can already see a few issues with that.

as long as ADT says its compatable with Uverse, u shouldnt have a issue.

but since you have had so many AT&T techs out to figure out the issue, u can almost assume now its a  ADT issue.

hope u get it resolved.

I fortunately have a newer form of ADT monitoring device and the techs didnt have any issue getting everything to work, along with the monitoring system.

[SomeJoe7777 ACE - Geek]

I have an ADT alarm system as well.  I have no use for a home phone other than for the alarm, because I use my mobile phone for everything.  So I had ADT come out and install the cellular module and cancelled all home phone services completely.

The cellular module was about $250 installed, and it's an additional $9/month on the ADT bill.  But since I cut home phone service, that saves $30/month, for a net savings of $21/month.  12 months ROI on the up-front cost for the cellular module, and then I'm ahead $21 every month.

I figure the cellular module is more secure anyway.  With POTS or VOIP, all they have to do is rip the NID off the side of the house and your alarm system isn't "monitored" anymore.

[todds89]

Thanks, guys for the responses. ADT has been a pain to work with.. they consistently say .. "It worked before, it should work now." but have done nothing to help. Every path I head down with them ends with.. yeah, we'll come out for $130.

AT&T on the other hand has been great, and at this point, I really feel that there is a hardware or programming issue with the ADT. 

I guess I'll threaten to cancel the monitoring and see if that catches anyones attention.

[djmegahertz_1]

The other issue may be with the signaling format that is used.  Pulse, FSK and DTMF are commonly used.

You should avoid FSK if possible.. DTMF should work, but I still prefer to use pulse as it is the most reliable. It does however take about 15 seconds longer to transmit. FSK can get a bit messed up thought the VOIP codec.  Although I have not tested FSK over U-Voice, I have however tested in over another VOIP provider using the GSM codec and it did not work so well.

So if you having communication problems, suggest to your alarm provider to check what format is being used.

TIP : Alarm companies would prefer to use FSK as it cuts down on their line in use time, thus allowing for them to be able to cut down on their resources. Also if they use an 800 #, there is a cost associated with using lower bit rate signaling such as pulse as it burns up about 4-5 times more time to send the message across.

[erazoner]

Go back and add up all your outlays to ADT, including the monthly subscription charges. The call them up and ask why after paying them $x,xxx as a loyal customer, they can't make a courtesy service call.

[AdtGuru]

Todd,

There are a few things to check. Your specific system monitors the voltage on the line and I have seen some issues on and off with that system and uverse. When the trouble light is on press *2 and let me know if you are getting a 3 or a 4 light up. Sorry to hear of your issues, and as some have stated before you should call and request a supervisor and they will atleast waive an hour of labor. As a service tech for this company for 13 years and still going it is common practice for them to alot you a courtesy call. Just like any large company AT&T included it unfortunatly has to do with who you get on the phone. The only other posibilty is that the incoming and outgoing line on the panel is backwards. This is a common issue that most phone companies will not see because it is not thier job to go into the alarm box and check the RJ block (which ADT makes thier own and reverses the incoming and return colors) this will result in what seems like line seizure but is actually the alarm hanging up on itself. If you need more assistance please let me know....

J

[todds89]

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AdtGuru wrote:

Todd,

There are a few things to check. Your specific system monitors the voltage on the line and I have seen some issues on and off with that system and uverse. When the trouble light is on press *2 and let me know if you are getting a 3 or a 4 light up. Sorry to hear of your issues, and as some have stated before you should call and request a supervisor and they will atleast waive an hour of labor. As a service tech for this company for 13 years and still going it is common practice for them to alot you a courtesy call. Just like any large company AT&T included it unfortunatly has to do with who you get on the phone. The only other posibilty is that the incoming and outgoing line on the panel is backwards. This is a common issue that most phone companies will not see because it is not thier job to go into the alarm box and check the RJ block (which ADT makes thier own and reverses the incoming and return colors) this will result in what seems like line seizure but is actually the alarm hanging up on itself. If you need more assistance please let me know....

J

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I get a 4. Last time this happened - last week, I called and the dispatcher said they'd leave a note for a supervisor to call.. that never happened. Anyway, been busy so I'll call back when I get a chance.

As for the lines being backwards - wouldn't this have prevented it from working before Uverse? - It worked fine then.

Thanks for the suggestions. Let me know if you have any other ideas.

[AdtGuru]

No because the wireing is typically redone with uverse and such systems to backfeed the dialtone throughout the house and alarm. Most of the time that is what causes the problem. A 4 is definatly indicating a failure to communicate and not a voltage issue. How savey are you with wiring? I would not mind walking you through swaping the wires in the panel, as I always do it there so I would not confuse a phone tech that came after me.

[todds89]

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AdtGuru wrote:
No because the wireing is typically redone with uverse and such systems to backfeed the dialtone throughout the house and alarm. Most of the time that is what causes the problem. A 4 is definatly indicating a failure to communicate and not a voltage issue. How savey are you with wiring? I would not mind walking you through swaping the wires in the panel, as I always do it there so I would not confuse a phone tech that came after me.

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I have a BS EET, so pretty sure I can handle it. {Edited:  Private message me for email address}. Send me your email and I'll let you know how it's currently wired in the panel.

Thanks again!

Message Edited by TreyW on 08-19-2009 12:29 PM

[adl813]

I am having the same problem.  The trouble light is lit up on the panel, and pressing *2 gives a 4.  After talking to ADT, they say that they can't communicate with the box. 

I would be interested in getting instructions on rewiring the ADT box to avoid a fee from ADT.  I will give you my e-mail if you prefer or if you can post the walkthrough on rewiring here, that would work too.  Thanks.

[EmSurfer]

If your ADT system is fairly new and worked fine with a POTS line then simply having the AT&T Uverse tech come out to do a simple alteration in the wiring would work.  I just got Uverse voice yesterday and my ADT system was unable to call out to the service center.  Today 2 Uverse techs came out (one was a manager) and knew exactly what he was doing.  He merely connected the second unused line in the phone outlet (where the Uverse modem plugs in) with the active line that is receiving the dial-tone from the modem.  Now, the second unused line has the dial-tone too.  From the NID outside the house, he piggybacked this second "unused line" and connected it to the ADT system phone line.  This worked like a charm.  Even when I was on the phone with ADT testing the alarm, the ADT system was able to "seize" the phone line to call the service center, thus "kicking" me off the line.  I tested the line twice today with ADT and it worked both times.

[spd2demun ACE - Master]

 Good to know!

[todds89]

Ok. I rewired it and tested it. I still get the same problem.

Finally got someone at ADT who is going to waive the service fee. Now, I'm going to try and get ATT there on the same day.

I've printed out those instructions and will see what happens.

Thanks for all the help, hopefully, I'll get it worked out.

[Paja1937]

I had a problem with ADT, with the alarm was not going to ADT.  I call uverse and they came out and rewired the box. Then he told me that it still was not going to work.  He said my alarm system was analog and uverse is digital.  So I call ADT and they wanted to charge me $90 for a half hour and $25 for each additional fifteen minutes.  After I told him that I had been with them over fifteen years and thats the way they was going to treat me, he could give me the canclelation department.  He changed his mind and said he would send a person out the next two days.  He came and fix it within 20 minutes and did not cost me a dime.  There are some alarm company that will tell you, thire system will not work with uverse.

Paja

[EmSurfer]

Did the ADT tech switch out the the touchpad panel?

[todds89]

Well, ADT just left. Guess what...? It's wired right. He tries to get in to program the panel and tells me that whoever installed it, locked it out so you can't program it. He tells me that the new panel will be around $300. I guess now I'll call and cancel.

Thanks for everyone's help.

[djmegahertz_1]

I bet if you told ADT if you were to leave them, they would do something.

It is a shame that they cannot help you out.

Personally, I would move towards wireless GSM module option. They only charge I think $9 a month extra, and for the sake of being immune to someone cutting your phone line is really is a good option.

[Paja1937]

No, he did something to the box in the closet.  My system was another brand, and ADT took over the system when I moved into this house.