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adt alarm communication

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Frequent Visitor

adt alarm communication

I changed over to the X-1 platform in July.  Just found out that my monitoring communications for my ADT system has not been working ever since. I spoke to ADT and performed a test and they claim that my phone connection (Voip) does not seize the line to notify ADT monitoring of the alarm event. Had no prior problem with the original comcast equip. Is there something I can do with the modem or does Comcast or ADT have to come out?  Thanks for your help.

Accepted Solution

Re: adt alarm communication


danslucky2 wrote:

Thanks so much for the guidance. If I have to call a tech, do I call ADT for service or Comcast? Either way, they both charge for the visit. I am annoyed that since July, 2015 when I switched to the X-1 platform, I have been paying monthly monitoring charges and no  notifcation would have gone through to ADT in an emergency. Thats 6 months of PSEUDO-montoring, what a waste.


 

 

If it were me, I would call into each and find out which has the lowest sevice charge for the wiring issue...  use that one....   Additionally, if you have a friend or know an elecrician, they can run a dedicated jack/phone line back to your DMARC and correctly hook it up so that the issue bypasses your internal wiring ( where the problem is probably located).



The Support Forums are "public" forums and you should not post identifiable information (full name, account number, address, phone numbers & email addresses).  Users of these forums are Comcast customers,the same as you & me and volunteer their time to assist with the issues and/or problems that you may be experiencing.  Please ensure your post is in the correct Forum to begin with.  Please do not send me Private Messages for personal help but instead use the Forums to allow everyone to read and offer comments to assist you.  Comcast employees are identified with RED lettered User Names.

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Service Expert

Re: adt alarm communication


danslucky2 wrote:

I changed over to the X-1 platform in July.  Just found out that my monitoring communications for my ADT system has not been working ever since. I spoke to ADT and performed a test and they claim that my phone connection (Voip) does not seize the line to notify ADT monitoring of the alarm event. Had no prior problem with the original comcast equip. Is there something I can do with the modem or does Comcast or ADT have to come out?  Thanks for your help.


 

NOt sure what to make of this because I have ADT and it correctly dials out for notification of alarm events and nightly/weekly maintenance calls....   You may have a wiring issue inside the home phone wiring loop...    A low voltage tech or electrician can check your wiring and also add a jack if necessary for your ADT to work properly.



The Support Forums are "public" forums and you should not post identifiable information (full name, account number, address, phone numbers & email addresses).  Users of these forums are Comcast customers,the same as you & me and volunteer their time to assist with the issues and/or problems that you may be experiencing.  Please ensure your post is in the correct Forum to begin with.  Please do not send me Private Messages for personal help but instead use the Forums to allow everyone to read and offer comments to assist you.  Comcast employees are identified with RED lettered User Names.




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Frequent Visitor

Re: adt alarm communication

Thanks so much for the guidance. If I have to call a tech, do I call ADT for service or Comcast? Either way, they both charge for the visit. I am annoyed that since July, 2015 when I switched to the X-1 platform, I have been paying monthly monitoring charges and no notifcation would have gone through to ADT in an emergency. Thats 6 months of PSEUDO-montoring, what a waste.

Service Expert

Re: adt alarm communication


danslucky2 wrote:

Thanks so much for the guidance. If I have to call a tech, do I call ADT for service or Comcast? Either way, they both charge for the visit. I am annoyed that since July, 2015 when I switched to the X-1 platform, I have been paying monthly monitoring charges and no  notifcation would have gone through to ADT in an emergency. Thats 6 months of PSEUDO-montoring, what a waste.


 

 

If it were me, I would call into each and find out which has the lowest sevice charge for the wiring issue...  use that one....   Additionally, if you have a friend or know an elecrician, they can run a dedicated jack/phone line back to your DMARC and correctly hook it up so that the issue bypasses your internal wiring ( where the problem is probably located).



The Support Forums are "public" forums and you should not post identifiable information (full name, account number, address, phone numbers & email addresses).  Users of these forums are Comcast customers,the same as you & me and volunteer their time to assist with the issues and/or problems that you may be experiencing.  Please ensure your post is in the correct Forum to begin with.  Please do not send me Private Messages for personal help but instead use the Forums to allow everyone to read and offer comments to assist you.  Comcast employees are identified with RED lettered User Names.




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
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New Poster

Re: adt alarm communication

It is a common problem. There is a line-holding replay on the ADT controller board need to be bypassed. The relay is wired to the phone service entrance box. Since you replaced you old voice box by the newer one (x1), the new voice router is now connected to the wiring inside of the house and that make the line holding relay not useable.

 

You can paybass the relay by moving one wire in the small phone wiring box in the ADT system.

 

Alternatively, call ADT for correction of the problem. They will move the wire for you.

 

 

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Re: adt alarm communication

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