giving up

@patrickp8 I know its a generational thing, but, your cell phone and speaking to a live agent, at least in my experience, beats chat most times for tech support. But, if you offer chat, a company should promptly be on the other end. That aside, my 35+ device sytem, including two OD cameras, 3 SA cameras and a doorbell pro work fine. Not that matters to you, as yours doesn't.  If you search the community, you should find my thread where a friend (former coworker) is a senior network engineer at a large national  IT vendor. SS shipped him 3 replacement doorbells, which none worked and ultimately got fried. After finally getting a tech specialist on the line (at my suggestion) the SS rep and my friend discovered the "old" bell striker was the culprit, replaced it and the 4th unit worked. Done.

Sure, it should have been addressed much quicker but as your friend would tell you not to buy SS, I would be on the flip side (and have been over 35+ times including my kids, daughter's inlaws, two brother in laws, neighbors, kides, coworkers etc etc).  All of their systems are fine, but I do hear from them when they are not....and then addressed by SS.

Before you throw in the towel, I suggest  you politely call SS and ask the agent to escalate your case and arrange a callback.  If you do give up, suggest you use anyone except ADT.  (You can find out why using a search of the community.

Goodluck and please post your outcome here if you do call. Thanks.