Canceling Protection One/ADT

ARGH!  We decided to cancel our home security monitoring through Protection One.  How difficult is this, you ask?  VERY!!!!!

We recently had our cable-based internet router die – just straight up quit working one day.  We spent the evening returning/exchanging it at the local office.  They also gave us an updated wireless modem.  After setting it all up, we realized our landline wasn’t working (service provided by our “cable” provider.)  After another hour on the phone with them, they claim all is perfect.

3 days later – count that – not 1, not 2, but 3 days later we can’t set the alarm when we are ready to leave the house.  Evidently our backup battery for the cellular backup option died because the system was unable to use the landline.

A technician came to the house a few days later after being told we needed to have a software update.  John took the afternoon off the deal with this.  The technician arrives, does the update, yet still can’t get the landline option to send a signal for the alarm system.  The “only option” is to upgrade to cellular for “ONLY” $5 MORE PER MONTH.

So now our monthly bill is up to $67.  We have a discussion after the technician leaves and decide that is just too much.  We can probably get a different alarm system cheaper and technologically more advanced.

I call to cancel and they remind me that we have been “loyal” customers for over 10 years.  Yep, we know how long we’ve had the alarm system and still want to cancel.  Now starts the drama!  I forgot about the 30 days notice requirement.  I assumed they would cut us off at the end of the pre-paid month.  NOPE!

Website says you can’t cancel online – you must call and have them convince you that you are putting your family at risk by cancelling.  Then, get this, you have to send an email to cancel.  Cancel date is based on when they receive your email/written request (which they don’t tell you).  Thankfully we emailed as they told us we needed to email.

Can you believe we “missed” the cut-off for canceling at the end of the billing cycle by 2 days??  (According to our contract, we need to give a 30 day notice.)  They then claim that our contract states that we need to give notice prior to the next billing cycle and that our cancel date won’t be in 30 days (Nov. 7) but Dec. 5th because of the billing cycle requirement.  They also have someone call multiple times trying to offer us a 36 month contract for $50 without updating any of the technology.  They did eventually offer no monthly payments until 2020 but with no upgraded equipment.  They finally agree after a week of emails and phone calls to cancel at the 30 day mark (Nov. 7).

How hard is it to just stop monitoring the system?  They claim it is very difficult.  My guess is all that happens is they “flip” a switch and we are off.  Anyone know anything about this side of it?

The icing on the cake is today we got a bill for $15 for the cellular upgrade.

Now what do we do with the ancient equipment?  What will happen when we try to disconnect everything?  Will the alarm still sound?  Can they remotely wipe out our system?  Will that mess with the landline?  Not looking forward to Nov. 7th.

7 thoughts on “Canceling Protection One/ADT

  1. Oh my! You just have to love trying to cancel services these days. It’s such a pain. My niece said that when they cancelled their alarm service earlier this year, a tech came out but he didn’t take any of the old equipment. They sold it on Marketplace but it was only a few years old. They switched to something called Vivint. I don’t know much about it but the quality of the video feed is amazing. Good luck!!

    Liked by 2 people

  2. Since they couldn’t provide the original service without you paying more for the software upgrade, I’m thinking they voided the agreement themselves. If I’d had such a situation here in the UK (after setting it all in writing) I’d be tempted to instruct my bank to stop the monthly payments and let such a company threaten me with legal action if they so wish, since for the sake of a month or two of a service I’m not using I doubt it would get them anywhere given the 10 years of being a loyal customer. You’d think they’d do well to gracefully and simply let you leave, keeping the door open should you wish to use their services in the future, rather than building a bad reputation.

    Liked by 2 people

    • That’s exactly what I thought. Unfortunately, it’s easier to just pay the month than to have it hanging on. And who knows what the collection calls would be like since they have our house and cell numbers, as well as email – all of which they used to try to convince us to not cancel.

      Like

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