“I have two Boundary alarm systems. One at my own home and one at another. Mine installed perfectly. However I had an issue pairing a motion sensor at the other property.
The Boundary support team contacted me to sort the problem out. How refreshing it is that I didn’t have to chase them.
Together we were able to sort the issue out at a timescale that suited me. (As I was not at the other property every day). Clear instructions were given and the videos were a useful addition.”
Hi Ian,
I'm so glad we got the problem resolved for you and really do appreciate the kind words.
We are trying hard to focus on proactive support rather than a reactive measure so it's great to hear that this is appreciated!
Best wishes,
Phil Williams
Head of Customer Experience
“As an early adopter of the Boundary alarm system, I've had my fair share of issues with the app/system, but as it's matured it has improved considerably. Installation is simple and flexible for anyone comfortable with a bit of DIY, with each sensor provided with both screws/plugs and 3M mounting pads (which are great for uPVC windows/doors). The app configuration is straightforward for all members of the household to use, they have the flexibility of using their phones, tags or entering a PIN code to arm/disarm the system. The system integrates with third-party solutions, for example (via IFTTT) my Philips Hue bulbs will turn red when the alarm has been triggered.
The types of issues experienced along the way were some sensors towards the rear of the property disconnecting regularly, this was resolved with a range extender that was provided by the support team. More recently, I've had really unfortunate luck with the contact sensors where they've failed to pair and needed replacements. On the odd occasion, I've experienced issues with the Z-wave network where the alarm sensors were not reporting their status to the hub correctly which I've been told should be resolved in a future firmware update.
Throughout my experience, the support team has been absolutely fantastic, they are both responsive and patient. Big shout out to Phil and Leslie who probably dread seeing my name pop up on new tickets!”
Hi Qasim,
Thanks for taking the time to leave such a detailed review, it really is very much appreciated! You have been a little unlucky with some of your problems but I do hope these are well on the way to being resolved.
And don't worry, we don't duck for cover when we see your name!
Best wishes,
Phil Williams
Head of Customer Experience
“The product is exactly what I was looking for but there have been teething problems with the system including faulty sensors. Customer service has been helpful but it has been frustrating. Would have been a 5 otherwise.”
Hi,
Thanks so much for taking the time to leave us a review!
It's lovely to read that the system is exactly what you were looking for. I appreciate your frustrations and I'm sorry about this. But it's reassuring that our team has been helpful at addressing your teething problems. We're always working to make your customer experience as seamless as possible and we'll work to improve on this.
Kind regards,
Leslie Connelly
Customer Experience Lead
“My system developed a fault with one of the sensors repeatedly going offline and tripping the alarm. I contacted the team at Boundary and they diagnosed an issue with the Z-wave connectivity between devices. I was sent a Z-wave extender in the post that seems to have sorted the issue.”
“After quite a few problems (finger problems mainly) my alarm is installed and working properly. The web site and ordering process is excellent and the delivery prompt and timely. The packaging of the components is first class and installation relatively easy.
The problems came in the fine detail so I had to lean very heavily on Boundary support quite a few times in order to resolve problems and finally get things working as I wanted.
This was a replacement for an existing, wired system so my expectation of it operating in exactly the same way as the old system was misplaced. However, with support from Phil and Leslie, I was able to overcome most of the problems and am extremely satisfied with the outcome.
Some of the hub-based functions could be improved and I have assurances that work is being done to improve the functionality there.
Overall, I am pleased with my system and have no hesitation in recommending Boundary to others.”
“Great UK based customer support, helped me choose the right components for my house project. Took the Interest free payment option, well why not? if the support is anything to go by the Alarm system which arrives in 3 days should be fantastic, well done.”
“Very happy so far with the Boundary alarm system. Had the system installed for a few days now, with just the siren to put up.
A doddle to setup. App is great, intuitive and actually reliable. unlike a much bigger competitor (beginning with P) who have got no idea how to make an app that can talk reliably to anything and then refuse you talk to you for not being a trade installer. No such nonsense with Boundary I have to say!
A couple of niggles here and there but as others have mentioned this is a brand new to market system and its backed up with great customer service.
Components are great quality and sensors easy to pair to hub and install.
I'm sure this will get even better as more smart features are added but it's fantastic as it is now to be honest and light years ahead of the other system I had.”
“I made the right choice!
Decided to install a wireless alarm in my home as a DIY project. I must say that Boundary's online advice was reassuring and helped me to get the best system for my home. The installation was straightforward even for an old dinosaur like me. It was good to have the technical backup online from the team to answer a couple of questions that arose during the installation. The finished system looks great and I found all of the components to be high-quality and aesthetically very pleasing.
All in all, I'm proud of the installation and delighted by the performance of the system.”
“We needed a couple of range extender to prevent detector connection issues, and had some issues that ultimately turned out to be caused by a faulty siren but all was resolved professionally and now the system works as designed - brilliantly.
Phil and the team at Boundary have been exceptionally responsive and helpful throughout. Great system backed by a great team.”
Hi Ben,
Thanks for taking the time to leave your feedback and appreciate your patience whilst we got this resolved for you.
Best wishes,
Phil Williams
Head of Customer Experience
Hi Terry,
Thanks ever so much for taking the time to leave your review, your feedback is very much appreciated!
Best wishes,
Phil Williams
Head of Custome Experience
“Although it's still early days I'm very impressed and the alarm system seems excellent.
On the initial install, I hit an issue whilst trying to pair a couple of the sensors as I didn't pull the battery tape quickly enough, but after looking at the support pages I discovered how to reset the sensors (press the tamper switch a few times) and then the sensors paired easily.
I opted for the cellular option for the central hub and occasionally Wi-Fi connection has been lost and the hub connects to cellular, but seems to re-establish the connection to Wi-Fi very quickly.
Alarming and disarming is easy using the key fob, but can be done directly from the hub or via the app. The app itself is easy to use and the notifications are all configurable.
I'm definitely happy with my choice.”
Hey Ian,
Thanks for leaving us a review, I'm so pleased to read about how impressed you are with our system so far.
It's wonderful to read that even though you had a snag with your setup you overcame it easily. I'm glad that cellular backup at your hub is working effectively for you. Most importantly that you're finding the everyday usage of the system and how it's configured to be easy.
All the best,
Leslie Connelly
Customer Experience Lead
“Really wanted to like this system, I researched competitors a fair bit before purchasing (there are many YouTube influencers who've been provided with the system by Boundary directly). I love tech and know how startups have it hard, so wanted to give the underdog a chance, so after two reviews on youtube (one being from this channel), I went ahead with Boundary. Purchased a £700± (in my view an overinflated marketing price tactic) bespoke bundle with a 'discount' which dropped it to around £450+. Installed it myself (FYI I am handy at DIY and am tech-savvy), read all documentation included and even online help, paired the units, installed and tested out the 'panic alarm'.
Sorry to report that I had issue after issue that should not have happened.
Sensors :
Paring 8 room sensors + 3 door/window contact sensors was an easy enough task, however, 3 room sensors refused to pair (the app in the first instance notifies you there's an issue, they now know about it, and advises to remove the battery and put the sensor aside). I had to reset the sensors and go through the setup 3 times before they magically decided to finally pair.
Once pairing is complete, you go about installing them. 3m stickers were hit and miss, some worked some didn't but the real annoyance was the 'tamper' warnings notified on the hub (that's the main control unit, the one with the keypad). Out of 8 sensors, at least 7 had 'tamper' issues. The help guide online explains this could be down to installing - warping of the bracket casing if screwed in too tightly to the wall, I made sure all was done correctly. Basically, the sensors have a tiny push switch which gets pressed in when you close the outer case (that's the bracket you install on the wall), if someone tries to remove the sensor from the bracket, that switch gets released and it communicates a 'tamper' to the hub. The fit between the sensor's casing and the actual senor isn't tightly snug, coupled with the tamper button itself (made of flimsy rubber that also gets lodged/stuck when you slide on the bracket case) and probably shorter than it should be - results in easily getting a 'tamper' message. Your hub (control unit with keypad) is bombarded with 'tamper' messages which you'll need to clear by going to each sensor and fiddling with it. To add to the confusion, the app was showing affected sensors as 'no tamper' yet the hub was insisting there is one. When you set up, you'll name these sensors which help when there are faults so you can easily identify the culprit and fix it, however, two of mine refused to show on the hub with the name I gave it, instead showing a number, leaving me playing detective to try and find which one it was.
Also room temperature readings (a nifty built-in feature of the room sensors) we're out by 1.5 to 3. 5°c. It's a really good feature however what's the point if they're that inaccurate.
Outdoor siren sounder:
Paired and then followed the easy instructions and fixed to the wall (make sure it's a flat as possible surface). I still had tamper issues, the hub displayed 'tamper' but the app displayed 'no tamper', I had to climb up a ladder again to make sure it was flush against the wall and that the lid was securely shut flat (there's a tamper push switch in the unit just in case someone opens the lid and there's another if someone tries prying it from the wall), all was installed well but the hub still displayed 'tamper', so up and down the ladder I go, a few times to keep checking, finally the warning just... disappeared, I can't be sure if it was me just tapping the lid. I paid special attention to the installation instructions, which stated in bold to not use powered screwdrivers on the two screws of the casing (these screws secure the lid shut). I quickly found that these retaining screws, screw into plastic threads and even using a screwdriver with gentle pressure, I found when testing to remove them (in case the alarm goes off and needs to be shut down manually), one screw just span not being able to remove it. Due to the limited access clearance/angle position of these restraining screws, it's obvious it's going to have to be deliberately snapped to open when changing batteries or manually disarming to take batteries out.
I programmed the key fobs, and that was easy enough to do.
I checked the app and hub and made sure there weren't any 'tamper' warnings and then raved to the family about how easy this system is going to use, singing its praises and began to demonstrate. With the kids beside me, I let my wife test out the panic alarm from her app (which was an easy enough setup). She activated it with a simple swipe on the app to set off the alarm siren. The siren went off... and stayed on. Deactivating (done easily from either the app or hub) only stopped the sounder in the hub from inside the house, the outdoor siren carried on. The hub just calmly stated 'system disarmed' when the outdoor siren was still blaring noise. We tried the fob and passcodes but as the system was 'unarmed' it casually asked if we'd like to arm it. Then the hub went mad, it presented warnings 'zwave disconnected' then briefly displayed 'WiFi disconnected' (our WiFi is absolutely fine). We then followed Boundary's online help article (I had to Google) trying to reconnect to the siren, nope, nothing. The only thing left to do was to climb up a ladder and manually disarm it, but wait, I remember that retaining screw was just spinning, so I know I'll have an issue, also that blaring noise from the siren is still in full swing. Up the ladder I go, with ear defenders and a screwdriver (plus a larger robust screwdriver for use if all else fails I know will have to smash/pry it open with force). Now whilst I'm making my way up the ladder, neighbours have come out to watch, some annoyed (it's 7 pm), others offering suggestions and advising I should have gone with Ring, Eufy or Simplysafe. I now find (though not surprised) that both retaining screws are just spinning, I can't open it so I have to snap it open (just spent nearly £500 on this system so it's a hard pill to swallow). Snapped it open, plastic bits on the floor but I managed to take out a battery, to kill the noise - the crowd of neighbours on the ground, cheer (along with passers-by).
During all this, the kids were frightened (they now don't want any alarm system), the wife is worried if we replace the siren, it may happen again when I'm not there (let's not forget the internal sensors can report a 'tamper' with the slightest movement too), so she's not a fan of the brand right now and I'm gutted and annoyed with what was supposed to be an exciting tech add on, is now a running joke on the street.
A point to mention is that the help article mentioned 'not to worry' that 'the alarm will only sound for 15 mins' but we waited 25 mins before, basically, manually breaking it, to shut it up. Also bear in mind that the alarm was going whilst we frantically looked for a support number, NO NUMBER TO CALL. We looked for online chat, NO ONLINE CHAT SERVICE available apart from the bot. Tried email support in the minuscule hope that someone may pick up and get back to me as it's an emergency, nope nothing. This all happened yesterday (Friday) and it's now the weekend. I'm sure I'll hear nothing until Monday. Surely a modern alarm company should have better, more response active support. Boundary for us has been a nightmare, I'll now have to go around the house and remove all sensors and probably repair holes left behind. For us, it's been such a waste of time, effort and money. My trust in the quality of the hardware/design and the obvious bugs in the software is not at a reassuring level where I am happy for family to use this when I'm not there.
I of course will hear out what Boundary have to say, I'd like an explanation from the technical support/engineers of what went wrong and will be eager to hear their fix (if any) before going elewhere. I personally think the tamper mechanisms need a better design and the software glitches to be fixed, I can't help wondering if they have brought this to market too soon.”
Hey,
Thanks for taking the time to leave us such an in-depth review of your experience. I am so sorry to read about the issues you've had and I'm glad that you're in touch with us so that we can help.
We truly appreciate honest feedback like this and we're continually working to make sure every customer journey is as quick and painless as possible. With that being said, we have a lot of tools at our disposal to troubleshoot and rectify things when they don't go as planned. So I'm confident we can help you and put this right.
Please keep that line of communication open so we can help you as efficiently and effectively as possible. We are acutely aware that often there is more to be learned from minority situations like yours to help us improve for everybody. As such, we'll be sure to put your feedback to task for improvement purposes.
Kind regards,
Leslie Connelly
Customer Experience Lead
“Amazing system and so easy to install. This has replaced my overpriced ADT alarm system which was £36 per month! Features are amazing compared to my previous alarm. Support are very responsive and reply within hours. Can’t wait to see what they bring out in the coming months / years. I have already setup IFTTT with Hive and Hue.”
Hey Simon,
Thank you for taking the time to leave us a review.
It's lovely to read how happy you are with our system and how easy you found the setup. Also that you were able to get efficient support when needed and are excited about the potential for future features.
Kind regards,
Leslie Connelly
Customer Experience Lead
Hey Leighton,
Thanks for leaving us a review.
I"m so happy to read that you think our system is of great quality and easy to use. Also, the service you received was excellent.
Thanks again,
Leslie Connelly
Customer Experience Lead
“The whole system is simple to set up and works fantastic. Had small issue with Siren location which was sorted very quickly with an immediate response from the help desk. Wouldn't hesitate to recommend a Boundary Alarm.”
Hey Richard,
Thanks so much for taking the time to leave us a review.
It's fantastic to read how simple you found the setup and how happy you are with how the system works. Also, I'm glad we were able to help you efficiently when needed. We always aim to be recommended, so it's fantastic to hear you'd do that.
All the best,
Leslie Connelly
Customer Experience Lead
Hey John,
Thank you very much for your review.
I'm so glad you're happy with the service and support you received.
All the best,
Leslie Connelly
Customer Experience Lead
“Great system, had small issue with sensors being too sensitive for my dog, contacted support and they sorted remotely.
All sorted, v happy.
Only think I would like changed is for the led on the alarm to be brighter and more noticeable”
Hi Steph
Thank you so much for leaving such amazing feedback.
I'm glad we sorted everything for you, I hope your dog is loving roaming around now without you having to worry about the sensors going off.
I have noted that suggestions and will definitely feed that back.
Thank you again for leaving feedback.
Joe Quinn
Customer Experience Agent
“After a bit of research, I placed an order for the Boundary Alarm. It was a very easy process to select what was required for my house. When it arrived it was again a very easy setup and install. However, I knew better and didn't follow the really good and clear step-by-step instructions and got in a mess. I then made contact with their support team who I have to say were first class and very professional. The timescale to respond was excellent and the issue was resolved the first time, with no blame attached to me.
Overall 10/10 for everything.”
Hi Alan
Thank you so much for the amazing feedback.
It's great to hear that it was easy to set up and install. We aim to make it easy as possible for everyone to follow. I'm glad we were able to help you and these things happen so please don't beat yourself up about getting into a mess - it's our job to then help.
Thank you once again for the great feedback.
Joe Quinn
Customer Experience Agent
“Had one or two issues setting up. But an exchange of a few emails between myself and either Phil or Leslie got it sorted. They were very understanding and really quick to reply. Ended up I had a faulty contact sensor so they sent me a replacement. I also accidentally damaged the hub bracket on the install,and they were kind enough to send me a new one,even though it was my fault. Really good customer service.
Hopefully everything will go smoothly now it's all set up,but don't doubt that if I do get any further issues,they should be resolved quickly. Overall everything works as it should,and looks to be a quality bit of kit.”
Hi Andy,
Thanks for taking the time to leave your review, we always appreciate the feedback even if things don't go 100% smoothly!
I'm glad we got there in the end though, do let us know if you have any problems or questions.
Best wishes,
Phil Williams
Head of Customer Experience
