“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
“Apart from paying for professional installation and then having to finish the job myself, the sensors alert me every day that one of them has gone offline.
every few days the main hub switches to cellular data even though it is almost next to a 300mbs hub.
Not very impressed and thinking of changing for wired alarm system for reliability”
Hi Kevin,
I am sorry you are having issues still, I have opened up a new support ticket and sent this to your email to make sure we can get this fully resolved for you.
Kind regards,
Phil Williams
Head of Customer Experience
“Unfortunately, I wish I could add to the positive reviews. I purchased a complete Boundary system with 2 sirens, 6 PIRs, 7 contact sensors and multiple fobs. Love the hub and sirens, although wish the latter could be mains connected. The sensors seem oversized in todays technological age but worst of all is the system is just so flakey.
Connection range is quite appalling and I am forever getting notifications of sensors and sirens going off line, sensors don't update the app in real time and alerts on the hub being unable to be cleared and hence being unable to set the alarm with assurance.
I am working with tech support, who are very helpful, to resolve continuing, frustrating issues but doing so via email, while reasonably responsive (between 9-5, M-F only), is just so time consuming. Weeks in thus far and still not got a fully operating system. Unlike my last system, Eufy of all brands, which NEVER faltered but no outdoor sirens :( , and Visonic before that which also NEVER faltered (but no app), this is a completely different story. I am now pretty committed as I have attached sensors to walls and doors/windows using screws so feel I have little option but to continue this journey. However, with sensors and sirens continually dropping connection, and constant ZWave & WiFi disconnection notices, I am unsure that I have much faith in this system. Contact and PIR sensors are twice the size of the other brand yet have appalling range, despite being sent a range extender by Boundary.
Whilst I would not, at this stage at least, say do not buy this system, I wold say do so with a very open mind and a possible long road ahead to get a fully working system. I'm now off to arrange return of a contact sensor which simply refuses to pair with the system. Just another fault :(”
Hey Neil
First of all, thank you for taking the time to leave such a detailed review.
We always welcome feedback be it good or bad. We really appreciate the patience and understanding you've shown whilst we try to address the problems you've had.
As discussed when supporting you, you've had a mixture of hardware issues (which we're replacing free of charge) and notification issues (firmware related) that our engineering team is working to address the root cause of. Once fully developed and tested, these changes and improvements will be rolled out remotely as firmware updates.
I'm sincerely sorry about the issues you've had but companies can often learn more from bad experiences than good. We will definitely put your feedback to task and improve for the future.
Best wishes
Leslie Connelly
Customer Experience Lead
