Common Questions

What you should know to keep yourself and your loved ones safe!

How does my Smart Haven Security alarm system work?

The alarm system may be armed in the “Away” or “Stay” mode. Once the system is activated, each monitored zone has the ability to recognize a violation. Once a zone has been violated, the alarm system then dials ADT and transmits the message through a telephone line. Once the signal is received, the alarm system will wait to send another message if another zone is tripped. Entering the code and turning off the system will end this process.

Why is my motion sensor providing false detections?

A motion detector may activate falsely for several reasons. It could be the result of improper installation of the device, such as placing it above a heater or furnace. A false detection could be caused by the movement of objects such as balloons, blinds, and curtains within the range of a motion detector. If false alarm activations continue the motion detector may require relocation or adjustment by an ADT technician.

Why is my system not communicating correctly?

An alarm system may lose communications for several reasons. It could be that the telephone line the system communicates through may be inoperable or equipment on the alarm system may not be functioning properly. It could be possibly due to operational malfunctions within your phone company or ADT may also be possible reasons for communications failure.

If I lose power, will my alarm system still work?

Yes. In case of a power loss, the back-up battery will activate to maintain your alarm protection for several hours. In the event your battery is low, a low-battery signal will be sent to your Customer Monitoring Centre so you can be notified.

My alarm when off accidentally, but I quickly put in the code and shut it off. I expected a call from ADT, but no one called. Why not?

The system allows a brief period for you to turn off your system before an alarm signal is sent to the Customer Monitoring Centre. This gives you enough time to cancel the signal and prevent a false alarm.

If I have an emergency, should I call ADT first?

No. If you have an emergency, call 911 first. If you are unable to call 911, then depress the panic or fire alarm button on your touchpad, and ADT will request emergency services.

Still have Questions?

Crime Prevention

What can you do to prevent crime at home?

Your home is the most valuable asset you have and it is worth protecting. Here are some tips to help you keep your home safe.

When at Home

  •  When in your backyard lock your front door and vice versa.
  • When in the home, it is a good idea to keep your doors locked.
  • Consider keeping your blinds/curtains closed at night so people can’t see in.
  • Consider installing an alarm system through Smart Haven Security.
  • Have an emergency kit prepared.
  • Never leave your children at home alone, and be wary of strangers coming to your door.

When on Vacation

Vacation is a time for fun and enjoyment. You can make each trip more enjoyable and carefree if you take a few simple steps to reduce the possibility that your house will be burglarized or vandalized while you are gone. A vacant house, or one that appears to be unoccupied, is an appealing target for a burglar.

  • Arrange to have your mail picked up and consider stopping newspapers.
  • Remember to have the grass cut, the leaves raked or the snow removed as necessary.
  • Use timers on a few lamps in rooms where the light will be noticed from outside the house.
  • Have a neighbour check both inside and outside the house every few days. Ask them to pick up items delivered while you are away.
  • Ask a neighbour to park their car in your driveway / designated parking stall.
  • Have someone put out your garbage cans on garbage pick-up day.
  • Don’t announce your vacation on your voicemail or social media.

Get a Free Quote Now or Call (800) 373-4103

Start Your Quote

In Your Yard

The following outdoor belongings are often targeted by thieves:

Ladders: If you keep ladders out, be sure to chain or padlock them. A ladder can be used to gain entry to second story windows. If at all possible, store the ladders in a shed or garage.

Tools: Put tools away after a day of yard work. Lock them in a shed or in an enclosed garage area. Screwdrivers, hammers and pry bars can be used to break into your home, garage, or vehicle.

Tables and chairs: Use a chain or a cable to lock your patio furniture.

Bicycles and other ride-on toys: Always put them in a garage or shed. If you do not have either, lock them to something that can’t be moved.

  • Trim trees and bushes that could conceal burglars, especially around windows and doors.
  • Keep your yard maintained to give the house a lived-in appearance. Cut grass, rake leaves, remove dead branches and debris.
  • Install motion-sensitive outside lights to brighten dark areas around doors or windows.
  • Ensure your fence and gate are in good repair – check for holes and damage that may need repair. Keep your gate locked at all times and ensure the lock works properly. A lock or latch that self closes and can be padlocked when you are away is recommended. Install privacy slats in chain link fences.
  • Plant spiky plants along the perimeter of your yard and under windows to deter intruders.

In Your Community

  • Be aware of strangers and look out for each other.
  • Leave keys and emergency phone numbers with a trusted neighbour.
  • Keep up appearances – a well-tended neighbourhood is less attractive to criminals and vandals.
  • Get involved in crime prevention programs.

Firepit Safety

Be a considerate neighbour when enjoying a backyard fire and limit smoke and noise. Make sure your fire pit is safe and meets bylaw requirements for your community.

Ensure firepit is safe and legal

  • Locate firepits at least 3 metres from buildings, property lines and anything else that could catch fire.
  • Assemble your firepit from bricks, concrete or heavy gauge metal no higher than 60 cm and no wider than one metre.
  • Fully enclose the sides of your firepit.
  • Use a spark arrestor with openings no larger than 1.25 cm to cover your fire pit.

Firepit Fuel

  • Dry untreated wood.
  • Charcoal.
  • Natural Gas.
  • Dry wood.

Do not burn any material that creates excessive smoke must not be placed in a firepit including:

  • Yard waste.
  • Grass clippings, leaves or branches.
  • Garbage.
  • Paper or Cardboard.


  • Never leave a firepit unattended.
  • Never leave children alone with a lit fire.
  • Always make sure a fire is completely out when you are done.
  • Keep a water source or fire extinguisher nearby to extinguish the fire when necessary.
  • For more information on firepit construction or location please contact your local Fire Rescue Services.

Get a Free Quote Now or Call (800) 373-4103

Start Your Quote

One camera and three automation pieces free!

Help protect every inch of your home with Smart Haven. Our home security cameras secure your property from intruders, vandalism, and burglars. Along with protecting your property, our surveillance cameras connect you to a TELUS monitoring center in Canada as part of our home security system network. Customize your security camera layout by contacting our security camera installation professionals.