/r/VivintSmartHome

Photograph via snooOG

A place for people with Vivint Home Security Systems to discuss the system. Just discussion, no sales permitted. you may PM someone individually but no soliciting.

you can mention current or past experiences with the company or any employees of vivint. however, any harassment of other users in comments or posts will not be permitted. there are people here that can assist in resolving issues you may have but let's keep things civil.

A place for people with Vivint Home Security Systems to discuss the system.

/r/VivintSmartHome

3,716 Subscribers

0

Kwikset HomeConnect914

I bought two quickset home connect 914 lock sets figuring that they would work fine with Vivint because the other Kwikset seem to be discontinued as far as I can tell unless you buy them directly from Vivint for $$$.

These 914s are Zigbee (not Z-wave) which I can't seem to interface with the SH2000 panel for some reason. does anybody know if I need a Zigbee hub and will these even work or can I do it without the hub?

any suggestions or feedback would be helpful thank you very much!

EDIT: Fixed panel from SH-3000 to SH-2000 and corrected from Z-wave to Zigbee. DOH!

6 Comments
2024/03/30
16:10 UTC

1

Sharing video footage

Video footage has no sound once shared outside of the vivint app. Vivint is no help at all. Getting very close to choosing another service.

2 Comments
2024/03/29
18:14 UTC

21

Vivint salesman was disgustingly dishonest with me

Huge rant incoming but I have no where else to direct this.

Letting a Vivint representative come into my house is quite literally one of my biggest regrets of my life. Let me explain, we bought our first house early 2022 and had Vivint salesmen coming door to door in our neighborhood. The house already had an outdated vivint system in it and we thought, why not get an updated system with updated features - we just bought a new house and we want to feel safe in it. So we sit down with the rep, get credit checked for a loan on the new system and we’re good to go. The salesman says that with the new system we can use our phones to check our doorbell cam, lock the front door, and turn the security system on and off. Sounds awesome right? Well, right before we’re unknowingly about to sign our souls away to this contract he asks, “Oh would y’all like to try the 24/7 monitoring? It’s only an additional $34-37/mo!” (I don’t remember the exact number). I ask him IN THAT MOMENT whether or not we can cancel the monthly monitoring at anytime, and he says of course we can. Sounds perfect, right?

About a year passes and inflation was hitting our family really hard so we start cancelling all unnecessary subscriptions, we call to cancel our monthly surveillance - should be simple! Nope, here is where the rep lied to us first. If you remember from the beginning of this, the rep told us we could cancel at anytime, no questions asked. Turns out, there was fine print in our contract stating we had to pay off our loan on the equipment to cancel our 24/7 monitoring. We go back and forth with vivint so confused because that was so blatantly contradictory to what our sales rep told us. They refuse to budge any so we suck it up for a few months and just keep paying for a service we don’t want and can’t afford. A few months later my husband has had it and decides it will ultimately save us money in the long run if we just pay the stupid loan off so we can cancel the subscription service. Now he calls to pay the loan off and the support center (I kid you not) tells him he needs to pay them an $800 BUY OUT FEE, additional to the $2000 equipment we’re actively trying to pay off. We lose it at this point, this was supposed to be simple!

Here is lie number 2), our representative said to our face that this loan had no predatory fees and that we could pay it off in full at anytime. He told us to think of it like a no interest payment plan for a phone. We angrily looked over the contract to find that there is no mention of a buyout fee. So once again, the company was fishing for even more money. We dip into our savings, pay the stupid loan off and cancel our monthly surveillance. We think it must all be over now. Think again! Fast forward to today (about 3-4 month since we cancelled everything and paid everything off), I take my phone out to turn off my security system and to my surprise the app says “We’d love to have you back! Call blah blah blah to reactivate your 24/7 monitoring service!” So now you’re telling me the perks of the app are only included in the monthly monitoring service?!?

So that brings us to lie number 3, spoken straight to my face. The sales rep told me that the app had nothing to do with the monitoring and was just a benefit of their updated panels. I call today to explain this to the “loyalty department” and they essentially told me that I should’ve not trusted anything the salesman said to me and should’ve read all fine print on the contract. At the time I thought there was no reason to do so because I have a person sitting in my dining room, drinking my water, answering all of my questions!

Apparently you need a lawyer present to buy a vivint system because they have zero morals and their salesmen are allowed to tell you information that is completely contradictory to the companies policies and contracts. So now I have a $2000 USELESS glorified iPad stuck in my wall and the icing on the cake is I can’t even use the one feature that would’ve made it less of a major financial loss. This situation has basically destroyed my faith in humanity and made me feel so naive. I genuinely thought that their sales rep was telling me the truth. He was young and super nice and gave me no reason to think otherwise. Please make this right, Vivint!!!!

48 Comments
2024/03/29
18:01 UTC

0

Bought a HUD repo house with a Vivint system--what do I do with it?

We bought a HUD repo house that had been empty a couple years and there is a Vivint Go Control panel, a Smoke and CO Monitor, and what appears to be a Vivint CT100 thermostat. I don't see any other sensors anywhere and there are no cameras or smart locks. I am NOT interested in any monitoring service. The control panel appears to be working but giving a low battery notice for the smoke alarm. I think the thermostat batteries are dead because it doesn't light up at all. Can any of this be used without paying for a monitoring service, or should we just take it out and forget it.

4 Comments
2024/03/27
23:08 UTC

0

Smart panel is using almost 8gb of bandwidth in 1 month?

Is this even remotely normal or possible? My router is saying that the smart panel has used almost 8gb of bandwidth since the beginning of march. The only thing that panel does is sit and look pretty. Where the frack does that much traffic come from?

11 Comments
2024/03/27
18:40 UTC

1

Vivint smartdrive and gen 2 cameras

I am just curious I have 3 vivint cameras, gen 2 driveway camera, a gen 2 doorbell, and an old 2018 backyard camera.

I also have smartdrive. My old 2018 camera goes back two weeks for recording, and the Gen 2 cameras only go back ten days.

Is it possible they have my gen 2 cameras on cloud storage? Or is ten days a limitation of gen 2 cameras with smartdrive as well? Also odd the old 2018 camera goes back 2 weeks, I thought it was suppose to be a month?

Not sure if anyone can clarify for me what might be happening.

Thanks.

21 Comments
2024/03/26
18:11 UTC

1

Want to activate my Smart Hub

I've picked up a new Smart hub to replace my sky controller.
I'd been having what seems to be common problems with cameras and lag associated with an old controller and Vivint themselves told me I should consider upgrading. What they didn't tell me was if I didn't pay them they would not activate my hub. Anyway... I was mad and sat on this for a while. I found this area in Reddit and have been able to learn a ton from reading the threads. I decided I'd move all my stuff to the new hub myself and try to get them to just turn it on. So that's what I've done... moved the cameras and all the sensors over. I've added the hub as a secondary zwave controller. Only thing I have not done yet is move my doorbell camera and make the hub the main zwave controller. I'm waiting for last as I do want to try to retain control of my doors and such with the app until the last min.

Before I finish, I have a couple questions that I hope are no big deal. First, I had a door sensor that had voice notifications on, and on my sky panel there is a keyed in voice prompt... but on the smart hub there is no section for this. I do have voice toggled on. When I open the door it does not announce. Sensor reads battery life, 32 bit ID and I made sure it was set up just like the sky panel had. Only difference is I set to existing instead of new.

Second question, I added the hub as a node. When I did add node on the sky controller and learn on the new the sky controller showed an error, but the hub indicated it was added fine. The new hub gave me instructions on how to make it the main controller. I stopped there because of the error the sky controller indicated. I did not want to go too far. I see my zwave devices on the new hub but they are not named and I cannot control them, they all show offline.
If I switch main controller will they work or was the sky error something I need to fix? I don't mind taking my time and redoing things but I would like to avoid adding all the zwave stuff one by one again if I can.

So my plan after all this is to call and politely explain that my mother bought me a new panel for my birthday and I'd like them to activate it and turn the sky panel off. If I have to I will explain that all my devices are moved over and if I need to do it again it will be with a different company. I hope it won't come to that... but I've read all different accounts on here as to what can happen.

Help is appreciated, as is all I've found here with what seems like many experienced people helping the community. Thanks

5 Comments
2024/03/26
15:12 UTC

3

What Can I Do?

Vivint has historically had poor customer service anytime we’ve had an issue, but this time really takes the cake. Despite our cameras constantly going down and having to have a tech sent out to ultimately get no answers because the cameras magically start working again, I always pay my bill, since we became customers in 2021.

Flash forward to February 27th, last month, my family and I were out of town and walking through Universal Studios. Vivint had been calling me for a while, leaving voicemails about an issue on my account, but I thought it was a mistake. I finally answered and was told that my account was past due as I hadn’t paid my January bill. I knew that couldn’t be right. I stopped what I was doing, kept the rep on the line and pulled up my banking app. Sure enough, I was right — my payment for January was taken from my account and posted on 2/12. The rep argued with me and told me they received no payment. I told her I had proof and could send it to them. She gave me the email address, and I forwarded my bank statement, like she wanted, and the individual transaction. No response. Finally I get an email days later saying that they can’t talk about this issue over email and I needed to call. There was no need, because they still called me every day after this conversation. Eventually I answered the phone one day and found that they were now trying to charge my card for January AND February. I told them that I had already paid my January bill and would not be paying anything further until they could straighten it out. (I keep my money in one checking account and move it to the checking account attached to my debit card as needed, so luckily they weren’t able to draw anything from it.)

Long story short, they’ve called me every SINGLE weekday since I answered on 2/27 and my cameras have been down for probably, at least, the last 2+ weeks. I answered the phone one more time last week and told them the same thing I’ve been saying to any other agent I’ve spoken with. At this point, I’ve sent my screenshots of my bank statement and the individual posted transaction 3-4 times, and I’m no closer to having this resolved than I was a month ago. They continue to call me. I tried to sort this out during the last phone call and I truly feel like I’m at a loss, constantly getting the run around and no actual help from anyone. The last guy I spoke to even said to me “I guess you can ignore the calls.”

I’ve now been harassed, over a bill I’ve paid, for a month now, despite sending proof of payment in multiple times, and don’t even have functioning cameras at this point. I feel like I’m in the twilight zone. What can I do?

4 Comments
2024/03/25
23:56 UTC

1

Audio cuts off when holding mic button to speak

I use the iOS app.

Whenever I speak through one of cameras using my phone, the moment I hold down the mic button to speak, audio coming from the stationed camera is muted until I let go of the mic button on my phone.

Maybe this is a normal intended feature, but can I toggle this off so that I can hear the audio input even while speaking/holding the mic?

It's annoying because it cuts off anything said by the person I'm speaking to, and I can't always predict if they're done speaking or paused momentarily before having more to say, especially because of the latency.

More annoying that when you watch the recording of the event, the audio cuts off anytime I'd speak/hold the mic button down, meaning the mic button actually turns off the mic for the duration its held every time and your stuck with an incoherent conversation coming from either party involved in the recorded footage. Messy and chopped up.

Please tell me this can be toggled, or at least something in the works?

4 Comments
2024/03/25
19:42 UTC

1

Smart Hub Panel View

Roughly a year ago Vivint started updating the Smart Hub and it removed the clock and weather display from the panel stating "some" were having issues with the touchscreen if the display was on. I received this message every morning at 10:06AM. It was a pain in the rear, but I was able to go into Devices-Smart Hub-Smart Hub Screen Settings and turn the display back on daily. Well, yesterday I guess the Smart Hub updated and I no longer receive the message or have the ability to turn it back on. We used the display clock as or main clock in our living room and the weather feature was a plus too. If a door or window was opened, it use to display which sensor was opened in case I didn't hear the audio announcement. It's a security issue with my wife as she is deaf and the audio alert is useless for her. Now I have nothing but a useless black screen. So, since Vivint apparently isn't going to fix the issue and bring the feature back, does anyone know of a work around to have the panel display the clock, or know how to revert back to the previous firmware?

4 Comments
2024/03/25
16:01 UTC

4

Waiting 30+ Days For Account Cancellation

I moved last July. I had been paying the ridiculous Vivint Citizens loan and finally paid it off. I called Vivint and requested the closure of my account. They told me I needed to email the right team. I did this on February 6th. I waited two weeks. Called them again because no one gave me an update via email. They charged my CC for the services. They said it was a 30 day wait and my account closure has been processed. I called on March 13th after seeing another charge on my CC. They said they processed the cancellation. I didn’t get any emails or any confirmation that my account has been closed. I was also promised a refund for the 2 months I haven’t used the service since the cancellation request. I just got off the call today and the gentleman said my account closure hasn’t been processed. I did not expect this much shenanigans and I’m not sure if this is Vivint’s shady practice or the workers themselves for not wanting to take the hit on their performance.

My question is, what is it going to take to get my refund of the two months and the account to be fully closed? I don’t even care if they kept the two months charge. I wish to have my account closed because I no longer live at that house. If you have experienced this, please advise on what is needed to get my account closed.

2 Comments
2024/03/23
16:23 UTC

1

Equipment for sale

2 cameras, a doorbell and a bridge.

Upgraded and got new equipment and this was all in great working condition.

https://www.ebay.com/itm/395288500980?mkcid=16&mkevt=1&mkrid=711-127632-2357-0&ssspo=iTYDWWBvSEC&sssrc=4429486&ssuid=iTYDWWBvSEC&var=&widget_ver=artemis&media=COPY

9 Comments
2024/03/23
01:23 UTC

1

Door sensor

Last night at 1am our back door sensor triggered the alarm to start blaring full blast. It claims the cover was lose. So instead of any normal warning it just blows the sirens. I’m fed up with this system, not the first false alarm we have had. My question is, if the system is not armed and a “lose cover” happens again, will it send off the alarms or just give me a normal notification?

4 Comments
2024/03/21
11:56 UTC

3

Application

I applied for this USA sales rep in Utah and had the mass interview type thing. I currently live in the UK and was wondering what this business is like, I currently work at telesales so I know people get annoyed and call scam straight away. But I just want to know if it’s enough to make rent and it’s a legit business.

6 Comments
2024/03/20
19:35 UTC

2

Cancelling service

Don’t recommend Vivint to anyone. They will not cancel a service after they say they are cancelling. It has been a year and they started to rebill again and claim we never cancelled the service even though we have the email/letter.

7 Comments
2024/03/20
17:08 UTC

21

Anyone else dislike Vivint?

My elderly mother got sucked into buying Vivint cameras. The representative who hooked up the cameras didn’t explain nothing to her. We did the trial and she liked the cameras. now I dislike them so bad. They don’t even record when incidents happen. My front neighbors truck got stolen, and it didn’t even record that. My neighbor got their license plate stolen and didn’t record anything. Some kids vandalized our car And didn’t record that! Half of the time the cameras are offline. I reboot them so often. There is no point in having cameras if they are gunna be down most of the time. Every representative I talk to over the phone says different. Some can reboot it over the phone and other can’t..i have the deter on. And my living room camera just records the fan all day long! I’m so annoyed with this company Anyone else have this problem?

18 Comments
2024/03/20
16:10 UTC

3

Upgrading main panel - concerns

So I just got off the phone with Vivint salesperson/account manager, who was kind enough to let me know our main panel is 8 years old and hasn't had an ota update for 2 years now.

Since it's so old and is running on 2.4g instead of the newer 5g, they said that the sensors will start putting out false alarms more often and that it would be better to upgrade.

They want $450 plus install for a new panel. When I inquired about installing it myself since all the plugs/wires from the original panel are still there, I know how to add/remove devices, and am not paying off any equipment, they claimed that Vivint would not service/recognize any customer bought/installed panels and that the panel would get no over the air upgrades for the course of its lifespan.

Furthermore, if I was to install and replace the main panel, all the original equipment attached to the new panel would not be recognized and alarms would not be covered/answered under my plan, since everything is linked to the main panel and that would not be in warranty.

Is all of that a true statement? Is that the same for upgrading doorbell cameras? Additional cameras? I like Vivint, but not enough not that I wouldn't switch to something else that I can add on at will.

9 Comments
2024/03/19
22:54 UTC

1

Doorbell record 24/7?

Is there a way to make the door bell camera (Gen 2 Pro) record 24/7 without something triggering it? The reason I ask Is a neighbor across the street had a special needs kid get out the house and luckily I was outside when it happened as I had just got home from work. But I'd like to have the door bell camera just record 24/7 incase I'm not home. I looked It up and it says you can continuously record for up to 10 days but how?

14 Comments
2024/03/19
21:54 UTC

2

Vivint Theft

Vivint gave us only 3 days to try their product “risk free trial. Not a problem, we were told the quality was better than our Eufy cameras and decided to give it a try. Within 24 hours I notified Vivint that I no longer wanted the cameras or service. I also filled out a cancellation form per contract guidelines. All of this was done within the 3 business day risk free trial. I am being told that sorry there is nothing anyone can do and I must pay for the crappy cameras and unreliable service. I have copied all emails and text between the vivint employees and also recorded all phone calls.

My question, who can I contact at Vivint to settle this before reaching out with a lawsuit?

13 Comments
2024/03/18
21:46 UTC

6

Hello all. Im currently in the process of interviewing for a job at vivint (summer internship) Does anyone have information as to if they’re trust worthy ?

17 Comments
2024/03/18
18:58 UTC

1

Coming to the end of 5 year contract

I’m finally close to the end of my contract. All equipment is paid off and I’m only paying for the monitoring. what are some main things I need for canceling/ not renewing the contract. I read that you’d have to write a letter to cancel but is that still the same. Can I just call. What’s the process.

6 Comments
2024/03/18
18:41 UTC

1

SmartDrive choppy playback through the app recently?

I am a canadian that still has a vivint system, I do like mine, I am not sure if this was always an issue or I just noticed it recently, but the app seems to currently have very choppy playback of the vivint smart drive.

My panel which is the smart home panel or whatever its called shows full wifi bars and its within 12 feet of my access point, the camera itself is a gen 2 outdoor camera, along with the new doorbell camera, whenever i view live video its very smooth, or the 30 second clips it records on events, also very smooth.

When I start scrubbing lately through the vivint smart drive in the android app, I am recently encountering choppy playback like very bad framerate or very quick pauses in motion, and there not always consistent, if I repeat the same scene it might have a random pause in a different spot.

The smart drive is also connected via ethernet cable. I am maybe wondering if this is an issue with the android app playback or something else...I noticed they updated the app recently and thats the only way I know of to playback smart drive footage.

5 Comments
2024/03/18
02:58 UTC

1

Panel and vehicle

What is the difference between gen 1 and gen 2 smart panel? Is vehicle detection available on gen one pro cameras?

2 Comments
2024/03/17
20:30 UTC

3

Trying to cancel service...

I installed Vivint like 4-5 years ago and signed up for some 5-year monitoring contract and the equipment was discounted tremendously (i know its overpriced), long story short me and the wife went our separate ways, and I was left to deal with the alarm system. The house was sold, and the new owners already had Vivint and graciously uninstalled my equipment and gave it back to me. I called Vivint to pay off the equipment and cancel my account since I didn't have a permanent residence, I wanted to install the system at and they told me I couldn't cancel the service, that since I was in a contract I had to pay off the contract or some astronomical cancellation fee in order to cancel. The best they said they could do was pause the service for a year. Well, it's been a year and they just started charging me $52 for the monitoring fee. I've been meaning to call them to see if anything has changed to where I can cancel the service. Coincidently a sales rep was walking through my new neighborhood, and I asked him about it, and he told me that I should be able to cancel it no problem as long as the equipment is paid off. I don't want to pay them some astronomical fee...so I'm asking the great reddit users for advice before I call. Thanks so much for the info in advance.

11 Comments
2024/03/17
16:51 UTC

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