ADT, which provides residential and small business electronic security, fire protection, as well as other alarm monitoring services, appeared to be facing issues on Wednesday, August 12.
At the time of writing, over 5,000 people lodged complaints on Downdetector, which tracks outages across the US. It appears that the issue is nationwide.
Several people complained of facing issues with logging into the app. People complained they were getting ‘reporter failure and cellular failure messages’ on the panel. They also complained of not being able to get a hold of anyone from the company.
A cause for the reported outage is not yet known and ADT has not issued a statement about the incident.
ADT down: Thousands complain; customer care number
{{/usCountry}}A cause for the reported outage is not yet known and ADT has not issued a statement about the incident.
ADT down: Thousands complain; customer care number
{{/usCountry}}Many complained on Downdetector's comment section and social media about the ADT outage. “Can't get a hold of anyone, nor log in, nor app login... wth,” one wrote. Another added “reporter failure and cellular failure messages on panel, can't login via app on on web (ADT Control), nobody is answering the phone, and virtual agents all seem to be inoperable.”
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Yet another said “ADT alarm chirped and is giving the “reporter failure” and “cellar failure” messages. App is also not working. Their servers seem to be down.”
On X, people also noted that they couldn't get through to ADT representatives. “My ADT is down and no answer when calling them. Anyone else having issues?,” one wrote. Another added “@ADT getting a no cellular error and the app will not connect. Rebooted and same. Problem on your end?”.
Yet another said “@ADT, is there an outage. I am getting reporter failure on my control panel and I am getting kicked off the ADT app. Noone is answering on the technical support line!”.
As per ADT, 855-756-3163 is the number for device troubleshooting.
How to fix ‘reporter and cellular failure’ issue, ‘login’ issue
Since many are complaining about being unable to reach anyone from ADT, some have tried home fixes like rebooting the system.
For those facing login issues, one can check their credentials and caps lock, reset the password via the ADT Login Page, wait 30 minutes if locked out, update the app, or clear browser cache. However, this would work if the issue were on the user-end, and at present it appears as though the server-related issues are causing login problems.
The ‘reporter and cellular failure’ means the control panel or base has lost access to ADT's monitoring center over the cellular network. To fix this issue, a system reboot is needed. If it doesn't work, one can try to reposition the hub away from metal objects or near a window, or even run a manual communication test. Again, one user already noted that a reboot didn't help, and given the issue appears to be on ADT's side, user-end fixes are unlikely to solve the problem.
Currently, there's no timeline on when ADT services might be back up.