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Cancel my service and stop taking money out my account for services y’all aren’t providing 🤬
I’ve had my frontpoint system unhooked for the last three to four months nobody has called to see why the equipment wasn’t hooked up I pay for premium package at that so I suppose to have them looking out for my house 24/7 anytime I call them they leave me on hold for nearly the entire day from the time they open until 12pm CST and they’re still pulling money off my account I don’t owe them anything I payed for my equipment in full so I want it canceled period point blank I don’t want anything free to stay I am safe without this security systemShow lessTubowack
Can’t return
I am trying to find how to check battery levels and I tapped on FAQ. When I go into a question to get an answer, there’s no button to allow me to go back. I have to start all over again. Just a little aggravating.
Never did find how to check battery levels. My smoke alarm went off in the middle of the night because the battery is low. I’ve had that happen before. That’s aggravating as well.
However your support person did fix another problem I had the other night. I was very pleased with that.Show lessBob24242424
Gone downhill
I’ve been a customer since 2013. I’m moving in a month and will likely not use Frontpoint at my new home. Back in 2013, their support was great. I’d call and I’d get to talk to a real person in less than a minute. Today, I called this morning and asked for a callback. It’s now the evening, and Ive yet to receive a callback. Also it’s 2021, why isn’t there more self service capabilities? Removing devices shouldn’t require a call. Finally, why is there no live chat functionality? The only support option is calling, and that doesn’t even seem to work anymore because I never received a callback. Gave them 3 stars because of my last experience with them. Current experience is 1 star.Show lessPierceDogg34
Days of the Week as numbers, change it back
The days of the week used to list the actual day, for example; Sun, Mon, and Tues. A recent upgrade to the app has changed that to numbers. The days are now listed as numbers, Such as 01,02,03 etc. Please change it back to the day of the week. No one has ever listed the days of the weeks as 1-7. I just want to know what day is going to rain, or snow or be sunny and nice. I don’t want to have to think which day is day number 6. It isn’t something I used to referencing days as numbers. ThanksShow lessdhhdjzkh
They used to be great
Unfortunately with poor customer service, this company has dropped the ball. You can’t get ahold of a live person to save your life, they won’t make any attempt to redeem themselves but rather pass blame for their short comings (when you do finally get a live person). I would recommend you find another security company as this one can’t even answer the phone which begs the question, what if I have a break in??
After not receiving an answer or a replacement sensor, we opted to end our service. They have a 30 day cancellation policy, totally understand, but they’re expecting us to keep and pay another month while we’re not even receiving the total services we’ve paid for.
HIGHLY disappointing after 5 years of great customer service.Show lessWhy_create_a_nickname_NOW
Glitchy but mostly good
Using the app to monitor devices is easy to use and the added ability to manage some actions which previously were only available on the full site version has been a welcome improvement. It can still be glitchy such as on the account page, the screen will not scroll down to the options needed to make a payment. And I only discovered this because I noticed a message stating my auto-pay wasn’t successful even though the card on file is current, not expired. I added another card but since the payment screen won’t scroll down, I am unable to select it. Also, it would be nice if there were details available on the status of an order. Lastly, the device status isn’t always correctly displayed in the app. Every day the app shows a light on when it isn’t. Occasionally, the door lock and garage door sensor show in the app as unlocked/open when in fact they aren’t.Show lessdk512ak
keeps getting worse
I've been with frontpoint for six years and it keeps getting worse. used to be able to get customer support on the line immediately, but rarely ever had to. now the opposite is true.
with each app update and hardware version features are stripped away.
now with the new hub I have to call tech support and wait on hold just to manage my local device setup.
now with the new app I have to log on to the website to manage simple automation rules.
now with the new hub my door chimes and security sensor settings are a thing of the past. I can no longer have an informational sensor that isn't linked to the alarm without manually bypassing every time I arm the panel.
with only one camera positioned outdoors and set up for motion detection, video recording reaches the monthly limit and disables for the remainder of the month, typically 3 weeks into each month. there is no option to save locally. the only option is to wait until the end of the month and hope you 1) don't actually need the camera to record anthing; 2) remember to manually reactivate the recording feature next month. but you're still paying the premium rate even though the features are disabled.
and homekit support was supposedly in the works four years ago. when I joined frontpoint I was very pleased. now, with each step backwards and feature removed; and utter stagnation of what remains of the platform, my patience has nearly run out.Show lessGuest87713626
Add more functionality to reduce calling support
This app works pretty well but it has too many dead ends where the action that I want to perform isn’t in the menu. For example, I want to remove a sensor from my system instead of trying to change its batteries because it is too difficult to open. The device management menu for the sensor lists two options but removing the sensor is not one of them so I have to call support. Also, when adding a new sensor today the app said that I need to disarm the system first but it was already disarmed. That is a big thing to get right so I don’t know why the app didn’t know the correct status.Show lesslastweekspuzzler
Works when it wants to
I’ve had Frontpoint for a while now. (10+ years) However the app is hit or miss. Sometimes I can disarm and sometimes it just sits there pending. The doorbell camera sometimes works too. If I get an alert and I want to load the camera on my phone it works sometimes. I mainly see the video after the alert and watch the saved file. I changed the setting but there’s not much change. However the camera constantly catches rain and snow...
(Update)
The app works when it wants to. Arming it on mobile works maybe half or a quarter of the time. Disarm it is also the same. Disappointing.Show lessSpoonidas
Terrible support
Trying to disable smoke alarm for a few days during renovation (the dust triggers it every 5 minutes) I call many times, nobody at frontpoint is able to help us. I guess the only option is throw the whole system in the river to stop the alarm?gord9900
